Our investments in measurement, modeling, and user experience design ensure members don’t just click-through, but truly engage with high-quality clinical care and benefits that match their specific needs.
We meet members where they are with timely messaging that speaks to their current needs, and support meaningful action with personalized care from an empathetic team of Care Coordinators and clinicians.
At Included Health, we believe the future of healthcare isn't just about technology, it's about people. Our unique AI+EQ approach combines powerful artificial intelligence with genuine emotional intelligence to rehumanize healthcare.
We use smart, safe technology to enhance, not replace, the invaluable human touch, ensuring every interaction is personalized, empathetic, and effective.
The Included Health difference
Included Navigation
Others
Clinical expertise
Full-spectrum, proactive support with nearly 1,000 in-house clinicians who partner with product and data science to proactively engage members and deliver expert, coordinated care.
Limited and reactive support that often depends on third-party vendors, limited staff, or lower-credentialed clinicians, resulting in uncoordinated guidance with minimal integration across other product areas.
Data science
Deep, actionable insights thanks to in-house data and clinical experts using machine learning and dynamic, novel quality measures to predict outcomes, personalize outreach, and effectively attribute results.
Static, limited metrics that rely on a limited set of surgical/hospital measures and focus on volume-based metrics, with little to no external validation or collaboration between data science and clinicians.
Member experience
Proactive and intuitive support as the only navigator that uses member-reported health data to proactively identify needs, ensuring world-class experience with 27/4, live support for everything from a simple question to a complex billing issue.
Reactive and frustrating support by relying on claims and authorizations, intervening only after a need has arisen. Plus, lackluster business-hour support and a focus on cutting costs over member experience.
Value
Sustainable, high-impact ROI driven by a reduction in total cost of care, improved clinical outcomes, and increased employee retention through superior healthcare navigation.
Inconsistent or negligible ROI that focuses on short-term "per-member-per-month" savings while missing broader opportunities to reduce medical spend or improve health.
Connected and transparent healthcare, happier people
“Included Health helped me evaluate provider options and answered some very specific questions with very complete answers. I was blown away!
—Included Health member
Convenient
“It’s the best health app I’ve used to date. It’s fast and resourceful beyond anything I’ve ever used. It’s the most convenient thing I have in my life at this moment.”
—Included Health member
Helpful
My care advocate was absolutely amazing, so helpful and I am grateful she took the time to listen and understand my concerns completely. She helped to remedy an issue no one else would take the time to understand.
—Included Health member
Supportive
I am so impressed with the exceptional service provided by Included Health and so grateful for the team that has surrounded me and my wife. I, for the first time in 20 years, feel we have the support we have been looking for.
—Included Health member
Continue to slideshow controls
up to 24%
increase in preventive care screenings
↑60%
increase in visits to high-quality providers
↓17%
reduction in hospitalizations
70
member Net Promoter Score
Discover the impact of clinician-led healthcare navigation
Healthcare navigation simplifies a member’s healthcare journey by providing them with the right support at every step. It guides them to high-quality care, helps them understand costs, and handles complex administrative issues, leading to a better experience and better health outcomes. Learn more.
Clinically-led navigation is a proactive, expert-driven approach to healthcare navigation. Unlike traditional solutions that simply point members to a provider, a clinically-led model uses a team of in-house clinicians to provide personalized guidance and support throughout a member’s entire healthcare journey. This ensures that members get the right level of care for their specific needs, from a simple question to a complex diagnosis.
Healthcare navigation saves your company money by ensuring your employees get the right care at the right time. Included Navigation uses a proprietary, data-driven matching engine to guide members to high-quality providers who deliver better outcomes at a lower cost, preventing unnecessary procedures and reducing costly emergency room visits. Our clinicians proactively engage with members to address needs early, which helps avoid more expensive health issues down the road.
Included Navigation will improve members’ experience and satisfaction by simplifying and personalizing their healthcare journey. It gives them a single, trusted source of support for all their needs, from a simple question to a complex medical issue. The result is a healthcare experience that is less confusing, more empathetic, and ultimately, more effective.
Unlike other solutions that rely on static directories or basic metrics, our provider quality vetting is a dynamic, clinically-driven, and data-backed process.
We have developed a first-of-its-kind matching engine that leverages:
Hundreds of machine learning algorithms to go beyond simple metrics and predict provider performance.
Novel quality measures created by our in-house clinicians and data scientists to capture key, often-overlooked aspects of provider quality.
Dynamic scoring that matches a provider’s skill to the member’s specific clinical need, ensuring a personalized recommendation every time.
This powerful engine, which has been externally validated by leading healthcare experts, ensures that our members are not just finding a doctor, but finding the right doctor for them, leading to better outcomes and more efficient care.
Included Navigation integrates with your existing benefits and carrier relationships by acting as a single, centralized “front door” for all of a member’s healthcare needs. We work alongside existing benefits, making them easier for members to access and use.
This seamless integration is powered by a strategic approach to benefit navigation and routing, both through a dedicated Care Team and within the self-service Included Health app. Our Care Coordinators have deep knowledge of your benefits and can guide members to the most appropriate service for their needs. Meanwhile, the app makes other benefits discoverable through features like quicklinks and recommendation cards, ensuring members can find and engage with all the resources you offer.
AI is a powerful tool, but we believe it’s most effective when it augments human expertise, not replaces it. Other solutions may rely on AI to answer basic questions or provide static recommendations. We take a different approach, embedding AI into our processes to empower our clinicians and Care Team to deliver a truly personalized, high-quality experience. Learn more about our approach to AI+EQ.
We measure success through a combination of key metrics that prove both member engagement and financial value. Our unique, clinically-guided approach delivers tangible results, which we validate through data and third-party analysis.
We deliver measurable success by focusing on two key areas: member engagement and clinical and financial outcomes. Included Navigation achieves an 87% member satisfaction rate, driven by proactive outreach and an experience that members love and actually use. By guiding members to top-quality providers and increasing preventive screenings, we deliver a confirmed >2:1 ROI, providing a clear and significant return on your investment.
