Which of the following resources is included as part of member support services?

• A. Care coordination
• B. Wellness programs
• C. Digital tools
• D. Market analysis reports

Answer: (C)

Member support services are the resources that help members access benefits, navigate plans, and manage their health with ease. Digital tools fit here because they provide direct, on-demand access to information and self-service options—think member portals, mobile apps, digital ID cards, checking benefits and claims, finding in-network providers, scheduling appointments, telehealth access, and secure messaging with the plan. These tools empower members to take control of their health journey and reduce friction in everyday interactions with the plan.

Care coordination, while important, is a separate service focused on organizing and coordinating care across providers for individuals with complex needs. Wellness programs are health-promotion activities that support overall well-being but aren’t primarily about navigating benefits or managing day-to-day member interactions. Market analysis reports are internal resources for evaluating plans and strategy, not resources provided to members.