What to measure
Evidence before assumptions.
- Navigation utilization
- Member satisfaction
- Resolution time
- Avoided billing friction
← The Framework
Component 08
Navigation & Employee Experience
Can employees actually figure out how to use the health plan?
Clear definition
Navigation and employee experience give members practical support to find high-quality care, understand benefits and resolve administrative friction during stressful healthcare decisions.
Common mistakes
What weakens performance.
- Expecting employees to become healthcare economists
- Offering support that is difficult to find or use
- Measuring engagement only at open enrollment
High-performance practices
Build a deliberate approach.
01
Provide advocacy, concierge and claim-support pathways
02
Make price, quality and provider information easier to act on
03
Design communication around real employee care moments
Book connection
Chapters 22–23: Making the plan usable
Chapters 22–23
The book connects navigation to the real decisions employees make when care becomes complicated.
Explore the bookHealth Plan Score connection
Navigation & Employee Experience
Can employees find and use practical support for benefits, claims, provider choice and care decisions?
A lower score means the plan should map common employee friction points and simplify the route to help.
Take the Health Plan ScoreEmployer Benefits IQ resource
Navigation Program Evaluation
A printable Employer Benefits IQ worksheet for defining the decision, evidence, accountable owner and review cadence.
Author perspective
By Corry Hull, REBC, CSFS — Author, The High Performance Health Plan and Founder, Employer Benefits IQ.
Explore the Health Plan Score