A new survey reveals a growing dissatisfaction with so-called “healthcare navigators” who tend to work on behalf of health plans in favor of more independent, clinically integrated options. Two-thirds of consultants said they typically guide clients to healthcare navigation solutions beyond their insurance carriers, often to independent navigation companies for reasons including better member experience, clinical integration, steerage, and clarity on cost savings.
The 2025 Benefits Sentiment Index, sponsored by Quantum Health and produced by MedCity News, finds that healthcare navigation is at a crossroads. Navigation is regarded as a valuable tool for self-insured employers to enhance benefits for their employees and to manage costs. Nearly 30% of consultants recommend healthcare navigation, concierge, or advocacy services to control healthcare costs. But there is a desire for reporting from vendors that provides clear, actionable insights on ROI.
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