November 10, 2024
5 min read
Alpana Jha
June 25, 2025
3 mins
Frank missed his follow-up appointment because he never got a reminder. He thought it was a Wednesday. When he showed up, the clinic told him he was marked as a no-show, and he’d need to reschedule for next month. Frank is 75. He manages COPD and diabetes. He needed to see his doctor urgently. That appointment was his chance to change his treatment and feel better. But no one followed up, and he didn’t get the care he needed. And left him questioning whether his health plan really sees him at all.
As disheartening as it is, Frank’s story mirrors what too many members go through every day.
For health plans, experience gaps are costly cracks in the member journey.
An experience gap is any disconnect between what a member expects and what they experience. It’s the moment when a promised benefit feels inaccessible. When a member needs help and the system leave them lost, they are unsure of where to turn. When they feel overlooked, unheard, or like no one is paying attention.
Those moments of disconnect compound, until members feel like leaving is their only option.
These gaps leave members feeling ignored, unsupported, and forgotten and over time, that pushes them to leave.
Start with empathy. Start by understanding your members- their needs, their worries, and the barriers they face every day. It means seeing things from their point of view and acting before the gaps turn into their reason for leaving.
That’s where Mia comes in.
Mia is built for Medicare Advantage health plans. She keeps your member experience consistent. Personalized. And human.
Whether it’s clarifying coverage, sending a medication reminder, checking in after a hospital stay, or simplifying a confusing letter, Mia makes sure members stay informed and supported. She also helps you capture real-time feedback, so you can see what’s working and fix what’s not. Mia also offers member sentiment insights, where you can understand how members are feeling and take action before small frustrations become reasons to leave.
She speaks your member's language and is available 24/7- like a trusted friend, guiding them through confusing moments, answering their questions, and making sure they never feel alone in their healthcare journey.
Members who have a better experience with their health plan aren’t just more likely to stay; they’re more likely to share that experience with others.
And that kind of advocacy is the most powerful tool you have to grow- organically, authentically, and sustainably.