Why the future of healthcare navigation is human PLUS digital 

In an era racing toward automation, healthcare benefits leaders face a critical question: Can digital tools alone truly improve the member experience? 

A new study from Employee Benefit News suggests the answer is no. More than 90 percent of employers say the most effective healthcare navigation model combines AI with human support. 

Their top goals are clear — reduce healthcare costs and improve employee health. Digital-first approaches rarely deliver on either.  

Efficiency alone isn’t enough. When it comes to healthcare, people need connection. Someone they can trust.  

Digital-first is just the start 

Employers have invested heavily in digital tools to simplify care decisions — an important first step in improving the benefits experience. But research shows technology alone can’t address every challenge. Healthcare isn’t transactional; it’s deeply personal. 

That’s why the next evolution in healthcare navigation blends digital innovation with human connection, giving employees both the convenience of technology and the compassion of real support when they need it most. 

“When people are in a vulnerable state and actually need to tap into care navigation, a digital-only experience feels cold,” said Ryan McAlees, Director of Total Rewards at Block Communications. “Once trust is built through a human connection, everything changes — engagement, utilization and outcomes.” 

That trust is the key difference between members who simply log in and those who lean in. Learn how employers are turning that insight into action in our upcoming webinar.   

The balance that drives engagement, outcomes and savings   

The research confirms what leading employers already know — the most successful benefits strategies balance intelligent technology with human expertise. 

Quantum Health’s people-first, digitally enabled model does exactly that, engaging members an average of 90 days earlier in their healthcare journey and connecting them to the right care before costs escalate. 

The results speak for themselves: 

• 98% engagement with high-cost members, compared to 17% under traditional or digital-first models 
• 6% average savings in year one 
• 17% higher rate of preventive care 
• +70 member Net Promoter Score, highlighting higher satisfaction 

It’s proof that the right technology doesn’t replace human guidance — it enhances it.

The value of trust 

For employers like Block Communications, personalized human support makes a measurable impact.  

“When members build trust with their Care Coordinator, that trust allows them to be guided to higher-quality providers and facilities,” McAlees said. “When you just see a list on a screen, it can be intimidating. Having that personal connection gives members confidence they’re making the right choice.” 

The result is higher utilization of point solutions, stronger engagement and better outcomes for members, along with measurable savings for employers. 

The power of pods 

An innovative pod model helps bring that human connection to life. At Quantum Health, each pod is a cross-functional care team that brings familiarity, continuity and confidence to every member interaction.  

When someone contacts our team, they know they’ll be connected to someone who knows their benefits inside and out.  

Tristan Harris, Senior Director of Member Engagement, said, “When you pair the pod structure with the culturally inspired people who are attracted to Quantum Health, it creates a special place. People here are inspired to do their best work, they have the opportunity to make a positive difference in our members’ lives, and they have all the tools, support and guidance to tie it all together.” 

The evolution of smarter, more connected care  

As employers continue investing in technology, the leaders redefining healthcare benefits know that progress doesn’t come from automation alone. It comes from blending intelligence with empathy. 

When members feel seen, heard and supported, everything changes.