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.
Sponsors
Sponsors
Attendees
Below is a list of all delegates registered to date for this event
- Kristin Abdill
- ALLIANCE MEMBER
- Project Manager at Presbyterian Health Plan
- Lissa Applegate
- ALLIANCE MEMBER
- Analyst at Providence Health Plan
- Kieley Arakelian
- ALLIANCE MEMBER
- Director - Quality Management at University of Michigan Health Plan
- Richard Barrett
- ALLIANCE MEMBER
- Director, Quality Assurance at Capital District Physicians' Health Plan (CDPHP)
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- Ashley Bejarano
- ALLIANCE MEMBER
- Sales & Broker Relations Manager at Valley Health Plan
- Stephanie Blue
- ALLIANCE MEMBER
- Appeals & Complaints Director at Sentara Health Plans
- 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
- Carly Bressler-Archambeau
- ALLIANCE MEMBER
- Director, Medicare Stars Program at Sentara Health Plans
- Walter Briggs
- ALLIANCE MEMBER
- Director of Implementation at University of Michigan 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
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- Martha Cisneros
- ALLIANCE MEMBER
- Director, Service Operations 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
- Brad Dobbins
- ALLIANCE MEMBER
- AVP, Service Operations and Project Management at Community Health Options
- Angela Donovan
- ALLIANCE MEMBER
- Sr. Manager, User Experience at Sentara Health Plans
- 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)
- Larissa Gill
- ALLIANCE MEMBER
- Business Solution Analyst at Johns Hopkins Health Plans
- Kaitlyn Hammond
- ALLIANCE MEMBER
- Director of Government Programs at Cox HealthPlans
- Patricia Hawkins
- ALLIANCE MEMBER
- Client Services Manager at Alliant Health Plans
- Sandy Hopkins
- ALLIANCE MEMBER
- Director, Member/Provider Services at Cox HealthPlans
- Danielle Hunter
- ALLIANCE MEMBER
- SHP Business Development Manager at Samaritan Health Plans
- David Hurst
- ALLIANCE MEMBER
- Chief Business Development Officer 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
- Tracie Kinaitis
- ALLIANCE MEMBER
- Director, Broker Relations at SummaCare
- Paul Klatt
- ALLIANCE MEMBER
- Data Analyst at MediGold
- 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
- Marilyn Minor
- ALLIANCE MEMBER
- TC Integrated Care Management, Behavioral Health at Sentara Health Plans
- Hilairee Mosier Lupkes
- ALLIANCE MEMBER
- Marketing Strategy Manager at Avera Health Plans
- Nicole Myers
- ALLIANCE MEMBER
- Medicare Stars Program Manager at Sentara Health Plans
- 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
- Director of Health Equity & Quality at Community Health Plan of Washington
- Abha Puri
- ALLIANCE MEMBER
- Supervisor, Member Experience at Community Health Plan of Washington
- Jennifer Quadracci
- ALLIANCE MEMBER
- Vice President Community Engagement at Network Health
- 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
- 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)
- Kevin Tolles
- ALLIANCE MEMBER
- Manager of Business Analytics and Insights at Medical Mutual
- Kerri Towsley
- ALLIANCE MEMBER
- Director, Product Development & Market Intelligence at SummaCare
- Kelli VanderWielen
- ALLIANCE MEMBER
- Community Engagement Coordinator at Network Health
- Rusty Wyrick
- ALLIANCE MEMBER
- SVP & Chief Transformation & Technology Officer at CommunityCare
- Amber Zuber
- ALLIANCE MEMBER
- Associate Vice President, Pharmacy & Member Services at Medical Mutual
- Betsy Keller
- SPEAKER
- Vice President of Analytic Operations at Virgin Pulse
- Emily Farrell
- SPONSOR
- VP of Health Plan Sales at Zelis Healthcare, LLC
- David Gallegos
- SPONSOR
- SVP Consulting Services at Optum Advisory
- Colin Hadican
- SPONSOR
- SVP, Business Development Health Plan Market at Zelis Healthcare, LLC
- James Haskins
- SPONSOR
- Director of Government Programs at Healthmine
- Amy Lung
- SPONSOR
- Chief Operating Officer at Healthmine
- Jeff Palmer
- SPONSOR
- National Sales Director at Icario
- Brett Rudisill
- SPONSOR
- SVP, Marketing at Healthmine
- Zach Schaefer
- SPONSOR
- VP Sales, Health Plan Market at Zelis Healthcare, LLC
- Erich Schatzlein
- SPONSOR
- VP, Sales at Clarity Software Solutions
- Annie Scofield
- SPONSOR
- Business Development at Icario
- Danielle Shupe
- SPONSOR
- Events & Project Coordinator at Icario
- Melissa Smith
- SPONSOR
- Founder at Newton Smith Group
- Masie Weir
- SPONSOR
- Vice President, Sales at Zelis Healthcare, LLC