Member Network Experience Assessment

Embright is committed to ensuring high-quality services and a supportive member experience. A key element of that experience is that the member is able to access network services appropriately and then receives needed care in a supportive care team approach. Member feedback is an important tool in understanding the member experience and responding to specific incidents as well as addressing overall patterns of concern or opportunities for improvement in the network. This policy describes how Embright routinely collects and analyzes member feedback, complaints, appeals, and out-of-network requests to understand patterns, address concerns and implement strategies to improve access and the member experience.