Our goal at Handl Health is to improve the quality of U.S. health insurance by promoting low-cost, high value care options while improving overall accessibility. We’re doing that by showing stakeholders in the employer-sponsored insurance arena what care really costs; providing the healthcare data analytics infrastructure to design and deploy plans that improve outcomes and reduce waste; and giving them the employee benefits management tools to prove it all works.
The foundation is healthcare data: price transparency information from carriers and providers; real-world claims inputs; and Medicare data. While it may start there, a big part of the process is customer success.
With the proliferation of everything from health plan benchmarking tools to alternative health plan design software, it’s easy to forget that the healthcare industry is very personal and very human. We all work in a data-driven environment, developing technology solutions to push the industry forward, but we can’t forget the humanity, the vulnerability, of going to the doctor.
What does that mean in practice? In health tech, there should never be a “Here’s access to our platform; you're on your own” mindset. The Handl customer success team is dedicated to helping each customer, no matter how tech savvy, get the most out of its price transparency, plan design and execution tools. That all happens with real human interaction and support. It's simple: Handl measures success by whether our customers got a result they couldn’t have gotten without us. And that means taking the journey along with them as Handl expands what customers can achieve with price transparency and other healthcare data:
At Handl, clients get access to a day-to-day customer success lead who is responsible for change management, onboarding, training and adoption. After this initial period, the customer success lead provides ongoing support to ensure client data analytics and strategic teams can operationalize Handl’s transparency insights into repeatable workflows for benefit strategy, provider evaluation and population health decision-making.
The customer success team is the primary point of contact and trusted advisor for the brokers, carriers and TPAs that Handl serves. The team works closely with the other areas of Handl to deliver a seamless, high-touch experience across every account. The first job of any customer success team member? Developing a deep understanding of each customers’ goals. Next, the team helps each customer explore how Handl can help them achieve those goals.
Sarah Marmoush leads the Handl customer success team. At Handl, she taps into her extensive healthcare delivery experience in New Zealand’s publicly funded system, where outcomes, equity and responsible resource allocation are central to care and decision-making. There, she served as a senior pharmacist, supporting complex patient populations across pediatrics and mental health while contributing directly to improved clinical outcomes and safer medication use.
Sarah has expertise in equity-driven service delivery, including work supporting socioeconomically disadvantaged populations and ethnic minorities through culturally competent and technology-enabled care models. At Handl, in addition to working directly with customers, she strengthens operational rigor through quality improvement, including audit processes, root cause analysis and SOP/policy development to reduce harm and improve outcomes.
The Handl customer success team is on the front lines every day, listening to how customers use Handl price transparency analysis products. They’re also paying close attention to the needs of healthcare brokers and other customers, exploring how they’re navigating the shifting industry. The goal of this close attention is immediate, direct feedback to help them get the most from Handl healthcare price transparency analysis tools and to push Handl toward developing the solutions needed for the future.
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