A New Era for Health Plan Member Experiences

Healthcare members expect seamless, intuitive experiences, similar to those in retail or banking—a single place to manage their benefits, access services, and engage with their health plan. Legacy systems, with their fragmented vendor networks, siloed platforms, and disconnected tools have left members bouncing between call centers, benefit portals, and apps just to access what they need, leading to member frustration and operational inefficiencies. Meanwhile, plans are burdened with rising costs, limited insight into utilization, and little control over how the member experience unfolds.

Lynx changes that.

Lynx is an API-powered platform that empowers health plans to own the member experience by consolidating vendors, simplifying operations, and offering members an omnichannel, unified, branded experience that fosters member trust and satisfaction.

The Power of a Unified Member Experience

Today’s members demand convenience and clarity. Lynx’s platform delivers an omnichannel experience, allowing members to interact with their health plan through a mobile app, website, or in-person transactions, all tied to a single, branded interface.

Lynx empowers health plans to create a single, cohesive consumer experience, bridging healthcare and financial services,” says Lynx CEO, Matt Renfro.

By consolidating claims visibility, e-commerce for healthcare products, and supplemental benefits like transportation or fitness programs into one platform, Lynx reduces the complexity of managing multiple vendors. This unified approach ensures members experience healthcare as a streamlined, intuitive journey, enhancing engagement and loyalty.

Why Lynx’s One-Stop-Shop Matters

Personalized Benefits, One Platform

Health plans serve diverse populations with unique needs. With Lynx, health plans no longer need to stitch together a patchwork of point solutions. Lynx’s platform enables health plans to deliver personalized benefits through a single interface across supplemental benefits, including OTC, transportation, meals, utilities, and rewards.

Members can:

• Check claims statuses
• Order eligible OTC products from an integrated e-commerce storefront
• Spend their supplemental benefit dollars
• Redeem personalized rewards

Fewer Vendors, Greater Control

Managing multiple vendors for claims, payments, e-commerce, and supplemental benefits is a logistical nightmare for health plans. Lynx eliminates this complexity by serving as a single partner to manage the entire benefits ecosystem—from the vendor network, to payments, to adjudication rules, to customer service—so health plans can focus on delivering care and building brand loyalty.

“Digital health ecosystems, enabled by APIs, allow payers to engage with consumers more regularly across their healthcare journey, improving satisfaction and operational efficiency.” Notes: McKinsey & Company

With Lynx, health plans reduce vendor overhead and deliver a unified, branded experience, which is essential for:

• Improving Star ratings and CAHPS scores
• Increasing member satisfaction and retention
• Driving smarter benefit utilization
• Reducing costs

Faster, Simpler Operations Using Real-Time Data

Lynx’s platform accelerates benefit delivery and simplifies administration. Access to real-time data allows plan administrators to monitor transactions, resolve issues instantly, and generate reports for compliance or billing—all from a single system—enabling smarter decision-making and better member support.

Plan administrators can:

• See member transactions, balances, and activity in real time
• Support member inquiries with live account access and transaction history
• Run self-service reports for audits and insights
• Drill down into transaction-level details by merchant, member, or benefit category

This transparency helps improve First Call Resolution (FCR), responding to member needs faster and enhancing satisfaction and trust.

Security and Compliance: Trust at the Core

In healthcare and finance, data security and regulatory compliance are non-negotiable. Lynx’s API-first platform powers healthcare payments, rewards, and banking, so security, privacy, and compliance are built into every solution.

To meet and exceed the strictest standards across healthcare and finance services, Lynx embeds HITRUST r2 certification for HIPAA privacy and security, SOC 1 and SOC 2 Type II audit compliance, PCI DSS compliance with card tokenization and vaulting, and much more. These standards ensure member data is protected across all interactions, from claims to e-commerce purchases.

Real-World Examples: Transforming Member Experiences

Simplifying Access to Benefits

A regional health plan struggled with disjointed vendor systems, leaving members confused about eligible OTC products. By adopting Lynx’s platform, the plan unified claims visibility and e-commerce into a single app, allowing members to order Tylenol to be delivered to their home or check benefit balances seamlessly. Real-time SKU-level validation reduced rejected claims, improving member satisfaction and cutting administrative costs.

Centralizing Supplemental Benefits

A national health plan serving Medicaid and Medicare Advantage members across multiple states used Lynx to consolidate transportation, OTC, and rewards benefits into one omnichannel platform. Members could book Uber rides for doctor’s visits, order healthcare products, and track claims in a branded app, enhancing engagement. Lynx’s single-vendor approach streamlined vendor management, boosting operational efficiency and member trust.

Ready to modernize your member experience? Let Lynx show you how.