Health care is personal. Support should be, too.
The Surest360 member support model blends technology, data, and human connection to guide members through care decisions—from everyday questions to the most complex.
For many employees, navigating health care can be confusing and uncertain. In fact, 27% of adults in the U.S. have skipped medical treatment1 because they didn’t understand what was covered, how much it would cost, or what to do next. That lack of clarity can lead members to delay care, especially when facing more complex health decisions.
Surest360, the member support model integrated into the Surest health plan, was built with the intent to change that. While the Surest plan itself is designed to remove coverage and cost confusion—with no deductible, upfront prices, and a simple app to search care options—Surest360 takes member support a step further.
By combining digital insights and compassionate advocacy, Surest360 aims to reduce stress, improve outcomes, and build trust with members in a system that may often feel anything but simple.
“It’s not just the app, not just the plan design, not just the support model,” says Surest Chief Medical Officer, Dr. Norris Vivatrat. “It’s all of it together that’s making a difference.”
A new approach to member support
Unlike traditional health plans that may offer advocacy as an add-on service, Surest360 is a fully integrated part of the Surest plan. And it’s built-in for every plan member, not just those with complex care requirements.
Surest360 uses a team-based approach to deliver personalized care guidance. Three layers of support work in harmony:
- Member Services representatives help with navigation and cost questions, often guiding members through the Surest app in real time.
- Clinical advocates, including licensed social workers, health coaches, and others with clinical expertise, offer personalized support for more complex or overwhelming health situations.
- Case managers are nurses who assist members with high-risk or complex health situations by helping with care coordination and transitions to new care settings.
Technology that guides. People who care.
As powerful as technology and data are, members need more than algorithms. That’s where Surest360 brings plan design, data intelligence, and human connection together to provide both foundational information and real human support.
Behind the scenes, Surest analyzes member data to deliver the right message at the right moments. That means when health needs change, members can get proactive outreach and real-time guidance that feels personal and timely. This hybrid approach, combining digital insights with human connection, turns information into an action plan.
Surest clinical advocates support the member experience— reviewing relevant care options in the app and explaining benefits in plain language. “We want the advocacy team to be viewed as that go-to clinician in your family—someone to help you decide on next steps when you don’t know what to do,” explains Karen Rossbach, clinical operations lead for Surest.
One member, Dana, was diagnosed with a rare form of lung cancer. Unsure how to access in-network providers and understand her costs, Dana called Surest and connected with Linda, a Surest360 advocate. “I was distraught. I was frightened. Here I am having all these problems and not being able to afford care—just the fear that comes over you, there’s no words for it,” Dana said. “Linda picked up the phone, and she put me at ease right away. It was like holding hands with a friend and being led out of all the stress.”
Real support, real impact
Surest360 clinical advocates help members make more confident health care decisions every day—sometimes in moments of acute need, sometimes simply by answering questions that can turn confusion into clarity.
There are several ways Surest360 supports members’ lives:
- A parent dealing with a child’s substance use crisis might be guided through the process of finding appropriate care and offered options for support resources for the entire family.
- A person repeatedly visiting the ER for issues related to diabetes may work with a clinical advocate to explore alternative treatment options, find the right provider, or try a diabetes management program, ultimately reducing ER visits and improving quality of life.
- New parents may receive proactive outreach after childbirth, with guidance on postpartum support, lactation support services and costs, and even mental health resources when needed.
- A member showing patterns of medication non-adherence may receive a timely check-in and help finding a lower-cost pharmacy or treatment alternative.
The right path forward
Employees want a health plan that feels personal—and Surest360 aims to deliver. For HR and benefits leaders, Surest360 may help boost the employee benefits experience, while also helping manage company costs.
Discover how the Surest360 integrated model could align with your benefits strategy. Visit www.Surest.com or contact your Surest rep to learn more.
Ready for a change? See how the Surest plan is leading the way.
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1 Economic Well-being of U.S. Households, Board of Governors of the Federal Reserve System, May 2024.