The Affordable Care Act has already been the catalyst for changes in how insurance is obtained, how care is provided, and how payments are made. And regardless of whether or not the Supreme Court overturns health care reform in June, a market shift is underway. 

Insurance companies now need to market themselves to individuals, not just employers: a brave new world for some. Changes in pay models are on the horizon, as the concept of outcome-based health management grows. And the industry (particularly commercial payers) is battling a negative industry image, all against the backdrop of an increased demand for customer service. 

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