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Member X Micro Summit 2021: Hearing the Voice of Your Customer

Event Date: 2/2/2021

Event Overview



Hearing the Voice of Your Customer

What do we really know about our members?  Oh, we have lots of data and demographic information from claims, personnel records and other sources.  But what do we know about their expectations, their preferences or expectations?  Perhaps most worrisome, do we know what they really think about us?

All these questions and many more come up when we consider our strategies to collect, evaluate and integrate the Voice of the Customer into our decision-making, operations, product design and communication. 

Join your Alliance peers for this five-hour deep dive on February 2, 2021, designed like a “survey course” you might have taken in college!



Event highlights

Part of the Member X Learning Collaborative, this virtual micro summit will provide you and your team with a big picture view of the many aspects of a successful Voice of the Customer program as developed by Alliance members.

The areas covered in our survey will include: 

  • Reviewing the latest market research on consumers by segment
  • Identifying the “why” and the “what” when building a VoC program
  • Garnering support for a VoC program
  • Designing the structure and timeline of a VoC program
  • Collecting analyzing, presenting and using VoC data
  • Building or buying the infrastructure, tools and resources for a VoC program
  • Sustaining a long-term VoC program



Who should attend

Delivering superior customer service requires a multidisciplinary approach including executives and managers who:

  • Make decisions about and implement marketing strategy
  • Oversee departments responsible for member experience
  • Deliver direct customer service
  • Lead innovations in strategic planning

This meeting is only for Health Plan Alliance members and invited guests.  


 

Thank you to our event sponsors


Platinum


Gold


Silver


Bronze


Sponsor


Vendor

 

Documents
2/9/2021

Recording: What Cher Has To Do with the Customer Experience - February 2, Session 1
Welltok discusses how to focus on building trusting and long-term relationships with your customers. Shared at the Member Experience Micro Summit 2021!

2/4/2021

Recording: Collecting, analyzing, presenting, and using VoC data - February 2, Session 3
Providence Health Plans shares their tools, collection methods, and analytical resources need to designing the structure of a voice of the customer program during the Member Experience Micro Summit, February 2, 2021.

2/4/2021

Recording: Designing the structure of a VoC prgram - February 2, Session 3
Community Health Options shares their case study on designing the structure of a Voice of the Customer program as well as collecting, analyzing, presenting, and using VoC data during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Recording: Presentation: Building or Buying: The infrastructure, tools, and resources for a VoC program - February 2, Session 4
Presbyterian discusses selecting the right business partners and determining what to outsource and what to do in-house can make or break your VoC program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Recording: Sustaining a VoC program for the long-term - February 2, Session 4
Quartz discusses , how are you measuring success and incorporating your lessons learned as you adapt your VoC for the long term? Your journey will not be a straight line. How do you use your roadmap to adapt and grow along the way? Discussed during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Building or Buying: The infrastructure, tools, and resources for a VoC program - February 2, Session 4
Presbyterian discusses selecting the right business partners and determining what to outsource and what to do in-house can make or break your VoC program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Sustaining a VoC program for the long-term - February 2, Session 4
Quartz discusses , how are you measuring success and incorporating your lessons learned as you adapt your VoC for the long term? Your journey will not be a straight line. How do you use your roadmap to adapt and grow along the way? Discussed during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Designing the structure of a VoC prgram - February 2, Session 3
Community Health Options shares their case study on designing the structure of a Voice of the Customer program as well as collecting, analyzing, presenting, and using VoC data during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Collecting, analyzing, presenting, and using VoC data - February 2, Session 3
Providence Health Plans shares their tools, collection methods, and analytical resources need to designing the structure of a voice of the customer program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: What Cher has to do with the customer experience - February 2, Session 1
Welltok highlights the greatest hits when creating memorable member experiences and getting a standing ovation. Shared at the 2021 Member X Micro Summit.

Attendees

Below is a list of all delegates registered to date for this event

  • Kristin Abdill
  • ALLIANCE MEMBER
  • Project Manager at Presbyterian Healthcare Services
  • Kieley Arakelian
  • ALLIANCE MEMBER
  • Director - Quality Management at Physicians Health Plan
  • Richard Barrett
  • ALLIANCE MEMBER
  • Director, Quality Assurance at Capital District Physicians' Health Plan (CDPHP)
  • Ashley Bejarano
  • ALLIANCE MEMBER
  • Sales & Broker Relations Manager at Valley Health Plan
  • Stephanie Blue
  • ALLIANCE MEMBER
  • Appeals & Complaints Director at Sentara Health Plans (Optima)
  • Karoline Bota
  • ALLIANCE MEMBER
  • Lead Experience Designer at Presbyterian Health Plan
  • Heather Bouffard
  • ALLIANCE MEMBER
  • VP, Marketing, Communications & Product at Community Health Options
  • Sara Brandon
  • ALLIANCE MEMBER
  • Director Customer Experience & Communications at Neighborhood Health Plan of Rhode Island
  • JoAnne Bresler
  • ALLIANCE MEMBER
  • Member Experience Manager at Aspire Health Plan
  • Walter Briggs
  • ALLIANCE MEMBER
  • Director of Implementation at Physicians Health Plan
  • Siobhan Brown
  • ALLIANCE MEMBER
  • Senior Analyst, New Programs Integration at Community Health Plan of Washington
  • Chelsea Byom
  • ALLIANCE MEMBER
  • Vice President Marketing, Communications and Outreach at Santa Clara Family Health Plan
  • Mary Canton
  • ALLIANCE MEMBER
  • Program Manager I - Quality at Samaritan Health Plans
  • Martha Cisneros
  • ALLIANCE MEMBER
  • Director, Member Outreach & Engagement at Valley Health Plan
  • Heather Clay
  • ALLIANCE MEMBER
  • Product Manager - Medicare at Avera Health Plans
  • Justin Davis
  • ALLIANCE MEMBER
  • Planning Analyst at Sharp Health Plan
  • Tammy Ditton
  • ALLIANCE MEMBER
  • PI Research Analyst at Capital District Physicians' Health Plan (CDPHP)
  • Brad Dobbins
  • ALLIANCE MEMBER
  • Director, Service Operations at Community Health Options
  • Angela Donovan
  • ALLIANCE MEMBER
  • Sr. Manager, User Experience at Sentara Health Plans (Optima)
  • Shannon Drotning
  • ALLIANCE MEMBER
  • Market President, Consumer & Specialty at Providence Health Plan
  • Ana Eberhard
  • ALLIANCE MEMBER
  • Vice President, Member Experience at AvMed
  • Art Edgerton
  • ALLIANCE MEMBER
  • Medical Director at FirstCarolinaCare Insurance Company
  • Christopher Fiorino
  • ALLIANCE MEMBER
  • VP, Operational Support Services at Capital District Physicians' Health Plan (CDPHP)
  • Jessica Fischer
  • ALLIANCE MEMBER
  • Director of Communications at Network Health
  • Ashlyn Frazier
  • ALLIANCE MEMBER
  • Retention Manager at Health Alliance Plan (HAP)
  • Larissa Gill
  • ALLIANCE MEMBER
  • Business Solution Analyst at Johns Hopkins Health Plans
  • Elizabeth Goff
  • ALLIANCE MEMBER
  • Manager - Medicare Project Management at IU Health Plans
  • Traci Greer
  • ALLIANCE MEMBER
  • Customer Care Supervisor at Avera Health Plans
  • Kaitlyn Hammond
  • ALLIANCE MEMBER
  • Director of Government Programs at Cox HealthPlans
  • Patricia Hawkins
  • ALLIANCE MEMBER
  • Customer Service Manager at Alliant Health Plans
  • Sandy Hopkins
  • ALLIANCE MEMBER
  • Director, Member/Provider Services at Cox HealthPlans
  • Don Hufford
  • ALLIANCE MEMBER
  • Innovation Strategist at Western Health Advantage
  • Danielle Hunter
  • ALLIANCE MEMBER
  • Medicare Programs Implementation Program Manager at Samaritan Health Plans
  • David Hurst
  • ALLIANCE MEMBER
  • Chief Business Development Officer at Valley Health Plan
  • Fernando Jauregui
  • ALLIANCE MEMBER
  • Health Education Specialist at Valley Health Plan
  • John Johnson
  • ALLIANCE MEMBER
  • Chief Operations Officer at Presbyterian Health Plan
  • Susan Kerrigan
  • ALLIANCE MEMBER
  • Manager Integrity Auditing and Monitoring at Health First Health Plans
  • Paul Klatt
  • ALLIANCE MEMBER
  • Data Analyst at MediGold
  • Marilee Klock
  • ALLIANCE MEMBER
  • Sr. Director, Value Based Care - Risk Adjustment at Quartz Health Solutions
  • Cassie Lane
  • ALLIANCE MEMBER
  • Associate-Senior Claims Coding at IU Health Plans
  • Revecca Lopez
  • ALLIANCE MEMBER
  • Management Analyst at Valley Health Plan
  • Jocelyn Ma
  • ALLIANCE MEMBER
  • Community Outreach Program Manager at Santa Clara Family Health Plan
  • Erin Malone
  • ALLIANCE MEMBER
  • Sr. Director of Client and Provider Services at Alliant Health Plans
  • Todd McCollough
  • ALLIANCE MEMBER
  • Director, Marketing Communications & Retention at MediGold
  • Marilyn Minor
  • ALLIANCE MEMBER
  • TC Integrated Care Management, Behavioral Health at Sentara Health Plans (Optima)
  • Nicole Myers
  • ALLIANCE MEMBER
  • Medicare Stars Program Manager at Sentara Health Plans (Optima)
  • Adrienne Neaderhiser
  • ALLIANCE MEMBER
  • Director, Member Experience Design at Presbyterian Health Plan
  • Tanya Nguyen
  • ALLIANCE MEMBER
  • Director, Customer Service at Santa Clara Family Health Plan
  • Romi Norton
  • ALLIANCE MEMBER
  • Strategic Marketing and Communications Manager at Network Health
  • Uloma Nwaka
  • ALLIANCE MEMBER
  • Clinical Transformation Consultant at Johns Hopkins Health Plans
  • MyLinh Pham
  • ALLIANCE MEMBER
  • Health Education Specialist at Valley Health Plan
  • Kayla Poncet
  • ALLIANCE MEMBER
  • Manager of Equity and Quality Performance at Community Health Plan of Washington
  • Abha Puri
  • ALLIANCE MEMBER
  • Program Manager, Member Experience at Community Health Plan of Washington
  • Penny Ransom
  • ALLIANCE MEMBER
  • Chief Administrative Officer at Network Health
  • Michael Reagin
  • ALLIANCE MEMBER
  • SVP and Chief Information and Innovation Officer at Sharp HealthCare, Inc
  • Kristy Reed
  • ALLIANCE MEMBER
  • Customer Experience Manager at Health Alliance Medical Plans
  • Jennifer Regan
  • ALLIANCE MEMBER
  • Director, Consumer Engagement at Capital District Physicians' Health Plan (CDPHP)
  • Eduardo Resendez
  • ALLIANCE MEMBER
  • Experience Designer - Intermediate at Presbyterian Health Plan
  • Lesley Richard
  • ALLIANCE MEMBER
  • Director, Payer Marketing at SummaCare
  • Celeste Richards
  • ALLIANCE MEMBER
  • Chief Operating Officer at Alliant Health Plans
  • Jim Sagendorph
  • ALLIANCE MEMBER
  • Director, Center of Excellence - Revenue Organization at Capital District Physicians' Health Plan (CDPHP)
  • Caresse Sakagawa
  • ALLIANCE MEMBER
  • Chief Marketing and Product Officer at Providence Health Plan
  • Michael Schiller
  • ALLIANCE MEMBER
  • Competitive Intelligence Analyst at SummaCare
  • Denise Severson
  • ALLIANCE MEMBER
  • Director of Medicare Programs at Samaritan Health Plans
  • Julie Sich
  • ALLIANCE MEMBER
  • Director, Quality and Clinical Improvement at SummaCare
  • Kelly Simpson
  • ALLIANCE MEMBER
  • Business Analyst at Providence Health Plan
  • Michelle Skelly
  • ALLIANCE MEMBER
  • Director of Marketing and Communications at Alliant Health Plans
  • Jason Smith
  • ALLIANCE MEMBER
  • Director of Operations & Performance Improvement at Sharp Health Plan
  • Michael Spicer
  • ALLIANCE MEMBER
  • Vice President, Product at Capital District Physicians' Health Plan (CDPHP)
  • Katie Studer
  • ALLIANCE MEMBER
  • Director, Customer Experience at Avera Health Plans
  • Emily Stump
  • ALLIANCE MEMBER
  • Program Manager - Experience Design and Customer Experience at IU Health Plans
  • Kevin Tolles
  • ALLIANCE MEMBER
  • Manager of Business Analytics and Insights at Paramount Health Care
  • Kerri Towsley
  • ALLIANCE MEMBER
  • Director, Product Development & Market Intelligence at SummaCare
  • Peter Trask
  • ALLIANCE MEMBER
  • Healthcare Consultant at Optum Advisory
  • Rusty Wyrick
  • ALLIANCE MEMBER
  • SVP & Chief Information Officer at CommunityCare
  • Amber Zuber
  • ALLIANCE MEMBER
  • Associate Vice President, Pharmacy & Member Services at Paramount Health Care
  • April Gill
  • SPEAKER
  • Chief Strategy Officer at Virgin Pulse
  • Betsy Keller
  • SPEAKER
  • Vice President of Analytic Operations at Virgin Pulse
  • Emily Farrell
  • SPONSOR
  • VP of Health Plan Sales at Zelis Healthcare, LLC
  • Colin Hadican
  • SPONSOR
  • SVP, Business Development Health Plan Market at Zelis Healthcare, LLC
  • James Haskins
  • SPONSOR
  • Director of Government Programs at Healthmine
  • Paul Knittel
  • SPONSOR
  • VP, Sales & Member Engagement at Clarity Software Solutions
  • Amy Lung
  • SPONSOR
  • Chief Operating Officer at Healthmine
  • Jeff Palmer
  • SPONSOR
  • National Sales Director at Icario
  • Zach Schaefer
  • SPONSOR
  • VP Sales, Health Plan Market at Zelis Healthcare, LLC
  • Erich Schatzlein
  • SPONSOR
  • VP, Sales & Member Engagement at Clarity Software Solutions
  • Masie Weir
  • SPONSOR
  • Vice President, Sales at Zelis Healthcare, LLC
Speakers