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Creating an Engaging Member Experience

In today’s world of ever-growing options, brokers and their employer groups want to curate the best health care solutions for their member population and present them in a way that’s accessible. They also want to enforce greater transparency across their health plans, contain health care costs, and promote better clinical outcomes. And, in the wake of the COVID-19 pandemic, it’s more important than ever to make sure that employees stay informed of recent changes to their health care benefits.

Key to doing all of this is creating a cohesive member experience. A well-designed benefits experience can empower members to access the best-quality care without creating additional work for themselves or HR professionals. Communicating with members effectively makes them more likely to access preventative care and address health issues early on, before they escalate.

Here’s a closer look at 5 factors that HealthComp focuses on to provide an engaging member experience:

Best-in-Class Technology

A benefits platform should be more than just a repository for medical claims. It should bring together the resources that members need to understand their health coverage, find the right care provider, and access programs that can improve their quality of life. How this information is presented is also important. A platform that is thoughtfully designed and user-friendly will take away much of the frustration that is often associated with navigating health care.

HealthComp’s HCOnline member platform brings together the resources that our members need to use their benefits wisely. We use clear visuals and simple language so members can understand their benefits and access the best-quality, in-network care. The platform includes a “Your Benefits” page, which gives members direct access to their point solutions. And because we use proprietary technology that’s maintained by an in-house team, we are always looking for new, innovative ways to add to our member experience.

Omni-Channel Customer Service

With today’s multi-generational workforce, it helps to provide multiple channels for customer support (e.g. phone, online chat, etc.), so members can choose the mode of communication they like best. Members who contact customer service should be connected with benefits professionals who are familiar with their health plan and can answer their questions quickly and accurately.

At HealthComp, members can reach our Benefits Assistants via phone or live chat. When a member contacts our customer service line, they’re connected with a Benefits Assistant who is fully trained in their plan. For issues involving providers, we’ll even make outbound calls to the provider in question so the member doesn’t have to. Our priority is to resolve issues as quickly and painlessly as possible.

Open Communication

With many employees working remotely due to the COVID-19 pandemic, it’s important to be intentional and even excessive in keeping them educated about their benefits, health, and safety. By communicating openly, employers can keep plan members informed of recent changes to their health plan and encourage them to use telemedicine solutions instead of going to the doctor’s office. Open communication can also promote benefits literacy and improve employees’ engagement with their benefits.

A good communications strategy must take into account the diversity of today’s workforce. Being able to communicate in different formats (e.g. phone vs. online) and styles (e.g. detailed vs. bite-sized) is key.

HealthComp’s members stay informed during every step of the benefits process. We’ve designed our communications to be eye-catching and easy-to-understand, and we also work with employer groups to develop custom communications that are tailored to the needs of their workforce. For example, communications may be provided in multiple languages and mediums – such as flyers, emails, and videos. They can also incorporate an employer’s corporate branding.

Industry-Leading Care Management

Care management programs have become a vital part of helping employers ensure quality while reducing their healthcare spend. These programs are especially important as more employer groups take a value-based approach to benefits. And with the advent of new technologies such as artificial intelligence and predictive analytics, care management programs have become even more impactful in reducing costs.

To meet these needs, HealthComp has an in-house, fully integrated care management (CM) practice. Today, our CM staff includes 80 associates, including 45 nurses. We offer a full suite of CM programs, all of which leverage clinical data to target high-cost or problem areas. Because our CM team is located in-house, they can work closely with other departments to provide a higher level of care to our members.

A Wealth of Knowledge

In health benefits administration, experience and expertise matter. Brokers want to partner with an administrator that has worked with employer groups of all different types and sizes. The administrator should be operationally sound and have experience in customizing health plans to meet an employer’s requirements. They should also have a unique member experience that supports better clinical outcomes for plan members and reduced costs for employers.

At HealthComp, we’ve been achieving these results longer than any other independent benefits administrator. Our company was founded in 1983. Our average employee tenure is eight years, and our average tenure for supervisors is 12 years. But this doesn’t mean that we’re satisfied with the status quo. What it does mean is that we have a team of seasoned professionals who bring an unmatched level of expertise and passion to what we do.

Chad Harris

Chief Executive Officer


Chad Harris serves as the CEO of HealthComp and is a value-driven healthcare leader with over twenty years of experience running business process and information technology businesses as a senior executive. Chad has a reputation for creating and controlling rapid growth by focusing on the intersection of customers, market dynamics, and the new digital world.


Chad has held many senior executive positions and led global teams of more than 10,000 people across dozens of counties. Chad has grown both large and small businesses, from those with less than $100M of revenue to those producing multiple billions of revenue, focusing on delivery, customer satisfaction, and innovation to create market leadership.


Chad's philosophy is to inspire change by doing what comes naturally, putting the needs of others before his own, working incredibly hard, and focusing on "how" to accomplish things, never "if they can be accomplished."

Thomas Martel

EVP of Partnerships and Strategic Accounts


Tom serves as the EVP of Partnerships and Strategic Accounts at HealthComp. In this role, Tom focuses on strategic initiatives aimed at accelerating HealthComp’s growth nationwide. His passion lies in assessing market and enterprise structures and creating efficiencies that enable teams to deliver best-in-class performance.


Previously, Tom led Cigna’s largest employer segment, largest region which was comprised of several health plans including the two largest health plans. He worked closely with Market Presidents and their leadership teams to develop and execute local market strategy and deliver growth for the enterprise. Tom earned his degree from Saint Anselm College and holds certifications from The Wharton School and the Darden School of Business at the University of Virginia. In his spare time, he enjoys sailing and holds a Master Captain’s license with the U.S. Coast Guard. He is also active in community outreach programs including local food bank and shelter services.

Sanoj Balakrishnan

Chief Technology Officer


Sanoj Balakrishnan serves as the Chief Technology Officer at HealthComp. In this role, he oversees the company’s overall technology strategy and architecture, building secure and highly scalable distributed systems.


Most recently, Sanoj served as Head of Healthcare Digital Business and Technology at Cognizant, working with payers and providers in developing solutions that reduced healthcare costs and provided a best-in-class experience for members. Earlier in his career, he worked at technology organizations in a variety of software engineering and architecture roles. Sanoj earned his B.S. from University of Mumbai and Computer Systems Management from National Institute of Information Technology.

Justin Tran

Chief Growth Officer and EVP of Product Strategy


Justin serves as the Chief Growth Officer and EVP of Product Strategy at HealthComp. He has 8 years of experience in developing and delivering solutions that reduce health care costs, improve quality, and provide a best-in-class experience for members. Most recently, Justin was an Associate Partner and business unit leader at McKinsey & Company where he helped large carriers and healthcare technology companies build new clinical services and solutions for fraud, waste, and abuse. Justin earned his B.S. in Accounting and Data Informatics from Indiana University, Bloomington.

Tucker Stein

Chief Financial Officer


Tucker serves as the Chief Financial Officer of HealthComp. Tucker previously worked for The Boeing Company in a number of finance and strategy roles, most recently as a finance lead for the Transactions and New Business Development group. In this role, Tucker led investments and strategic partnerships for Boeing’s Space and Communications portfolio. Tucker earned his MBA at Stanford’s Graduate School of Business and his Bachelors of Science at the University of Redlands.

Tom Georgouses

General Counsel


Tom is involved in multiple areas of HealthComp including Operations, Compliance and Legal Affairs. Tom was admitted to the California Bar in 1990 and started his legal career with Stammer, McKnight, Barnum and Bailey, LLP. When he left the firm to join HealthComp in 2014, he was the Managing Partner (he had represented HealthComp since 2003). In private practice, Tom’s areas of focus included healthcare and transactional work. Tom holds a Bachelor of Science Degree in Business Administration-Finance from California State University Fresno and received his Juris Doctorate from San Joaquin College of Law.

Rishab Bansal

Chief Transformation & Operations Officer


Rishab serves as the Chief Transformation & Operating Officer at HealthComp. Rishab focuses on transforming and modernizing HealthComp’s operations to provide delightful and distinctive experiences to its members, providers, and clients. His agenda includes integrating all entities towards a One HealthComp vision, driving profitable growth, and delivering value and business outcomes.


In his former work over the last 2 decades, he has helped clients across industries to transform themselves by bringing industry-leading practices and digital and data-led disruption. As the trusted advisor to the C-suite, Rishab helped his clients leapfrog on their transformation journey to accelerate business outcomes and helped them unlock new opportunities to drive profitable growth, profitability, and enhanced experience for their employees and clients.

Elaine Davis

Chief Human Resources Officer


Elaine Davis is a seasoned executive with deep experience in human resources, mergers and acquisitions, divestitures and transformation in large and small companies. Elaine has over 25 years of experience in human resources, marketing and communications in a range of industries that include information technology/business process services, life sciences/medical devices and financial services. Elaine brings focused expertise in governance, leadership coaching, branding and messaging with a focus on supporting female and minority leaders and emerging leadership talent.

Judy Schott

Chief Operating Officer


Judy Schott serves as the Chief Operating Officer and is a customer-focused healthcare leader who transforms operations to simplify the experience and deliver excellence. With deep knowledge of third-party administration, claims, eligibility, customer service centers, and compliance, Judy’s focus will include integrating all entities of HealthComp while driving profitable growth.

Kim Randazzo

Chief Customer Officer


Kim Randazzo serves as the Chief Customer Officer. In this role, she oversees account management for all divisions and HealthComp clients. Kim brings a wealth of strategic experience in account management to the HealthComp executive team, along with a practical understanding of the insurance business and what it takes to be the nation’s leading TPA.

Prior to joining HealthComp, Kim oversaw sales, account management, wellness, marketing, and implementation teams for Gilsbar LLC’s self-funded, association and affinity clients, and worked as an underwriter with Ochsner Health Plan and as an account representative with USI Services, Inc. She has over 26 years of experience in the healthcare insurance industry. A graduate of the University of New Orleans, she received her Bachelor of Science in Management in 1997 and her Master of Business Administration in 2002.