We all look back on mid-March of 2020 as the week the world turned upside down. The arrival of Covid-19 in the US altered how we live and work. Of course, Covid being at its core a disease, all eyes have been on the healthcare industry and its response, on every level.  

The American healthcare industry enjoyed an infamously privileged status for a long time.  For decades, it didn’t much matter how consumers felt about their member experience. Traditional competition was minimal because most peoples’ choices were made by their employers. Complaints rarely made it beyond one’s immediate social circle – which was itself generally comprised of people equally unhappy with their own member experiences.