Benefits that take off: How a regional airline is reducing healthcare spend
Meet the client
Client
PSA Airlines
Employees
5,000+ employees
Solutions
Navigation, Everyday & Urgent Care,
Care & Case Management
Key Results at a Glance
- Leveraging high-quality virtual care and navigation services, PSA Airlines achieved a 6.5% healthcare cost trend reduction (versus benchmark) in year two of their partnership with Included Health.
- Through targeted outreach and intervention, Included Health was able to engage 82% of PSA’s high-cost members.
How a regional airline optimizes benefits for a mobile workforce
PSA Airlines is a regional carrier that operates flights across the United States, Caribbean, Mexico, and Canada. The organization is committed to being driven, reliable, and caring — and the benefits team expects the same from their partners.
With over 5,000 team members across the country, PSA’s highly mobile workforce — including everything from engineers and mechanics at their major airport hubs, to pilots and flight attendants who are constantly on the move — has diverse healthcare needs. This presents a unique set of challenges for their benefits
teams to deliver consistent and convenient access to care for employees. Failure to address these challenges could lead to a pattern of low utilization and elevated healthcare spend.
But PSA has stepped up to the test and is passing it with flying colors. Since 2022, PSA Airlines has partnered with Included Health to support their top benefit goals:
- Create a single, digital front door to high-quality healthcare navigation and clinical guidance
- Offer convenient, 24/7 access to virtual care to a geographically dispersed workforce, most of which is regularly on the go
- Provide dedicated care coordination for members with chronic conditions to ensure better health outcomes and reduced healthcare spend
Enhancing healthcare access with personalized navigation and virtual care
Navigation
PSA employees now have a single entry point for all their healthcare needs. Member advocates and care coordinators provide personalized support and guidance — from finding a high-quality doctor to claims assistance, and everything in between
Everyday & Urgent Care
PSA employees have 24/7 access to high-quality, cross-trained providers for everyday conditions such as cold and flu and minor infections. Employees can schedule a virtual visit in less than 10 minutes on average, providing quick and easy treatment whenever and wherever they need it.
Care & Case Management
For PSA employees with acute or chronic needs, a dedicated team of nurses, clinicians, and care coordinators provide whole-person support through personalized care plans. By utilizing targeted identification and engagement methods, this program delivers a holistic approach to care for high-risk members in order to improve health outcomes and achieve total cost of care reduction.
Demonstrating impact with higher member engagement, lower healthcare spend
Member Engagement
>80%
household engagement
87%
member satisfaction survey score
Clinical Impact
82%
of high-opportunity members engaged
49%
of virtual care visits replaced ER or UC visits
Financial Value
6.5%
lower trend than benchmark in Y2
>3:1
Y2 ROI
By utilizing Included Health, we immediately saw our claims costs substantially decrease, as virtual care is naturally less expensive than an ER or urgent care visit. This strategy has helped us manage costs over the long term.
VP, Talent Management and Human Resources
PSA Airlines
