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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


Bronze


Sponsor

 

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
  • Linda Alexander
  • ALLIANCE MEMBER
  • Quality Assurance Specialist at Cox HealthPlans
  • 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)
  • Amy Beck
  • ALLIANCE MEMBER
  • Community Relations Manager at Prominence Health Plan
  • 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
  • Director, Marketing & Communications at Community Health Options
  • Sara Brandon
  • ALLIANCE MEMBER
  • Director Customer Experience & Communications at Neighborhood Health Plan of Rhode Island
  • 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
  • Director, Marketing & Communications at Santa Clara Family Health Plan
  • Mary Canton
  • ALLIANCE MEMBER
  • QI Project Coordinator at Samaritan Health Plans
  • Jane Cariello
  • ALLIANCE MEMBER
  • VP, Service Operations at Community Health Options
  • Lisa Casinger
  • ALLIANCE MEMBER
  • Marketing specialist at HealthTeam Advantage
  • Martha Cisneros
  • ALLIANCE MEMBER
  • Director, Member Outreach & Engagement at Valley Health Plan
  • Heather Clay
  • ALLIANCE MEMBER
  • Marketing Strategy Partner at Avera Health Plans (DAKOTACARE)
  • Shane Clemans
  • ALLIANCE MEMBER
  • Clinical Pharmacist at Providence Health Plans
  • Justin Davis
  • ALLIANCE MEMBER
  • Planning Analyst at Sharp Health Plan
  • Netra Desai
  • ALLIANCE MEMBER
  • IT Applications Director at CCHP
  • Tammy Ditton
  • ALLIANCE MEMBER
  • PI Research Analyst at Capital District Physicians' Health Plan (CDPHP)
  • Brad Dobbins
  • ALLIANCE MEMBER
  • Senior Manager, Member Services at Community Health Options
  • Angela Donovan
  • ALLIANCE MEMBER
  • Digital Innovations Manager at Sentara Health Plans (Optima)
  • Shannon Drotning
  • ALLIANCE MEMBER
  • Senior Director of Medicare and Individual Sales at Providence Health Plans
  • Ana Eberhard
  • ALLIANCE MEMBER
  • Vice President, Member Experience at AvMed
  • JoAnne Edde
  • ALLIANCE MEMBER
  • Member Experience Manager at Aspire Health Plan
  • Thomas Edgerton
  • ALLIANCE MEMBER
  • Chief Medical Officer 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 Customer Engagement at Network Health
  • Lisa Franchetti
  • ALLIANCE MEMBER
  • Customer Experience Manager at Neighborhood Health Plan of Rhode Island
  • Ashlyn Frazier
  • ALLIANCE MEMBER
  • Retention Manager at Health Alliance Plan (HAP)
  • Larissa Gill
  • ALLIANCE MEMBER
  • Business Solution Analyst at Johns Hopkins HealthCare
  • Elizabeth Goff
  • ALLIANCE MEMBER
  • Manager - Medicare Project Management at IU Health Plans
  • Traci Greer
  • ALLIANCE MEMBER
  • Customer Care Supervisor at Avera Health Plans (DAKOTACARE)
  • Jody Gross
  • ALLIANCE MEMBER
  • Vice President of Operations & Government Programs at Health New England
  • Kaitlyn Hammond
  • ALLIANCE MEMBER
  • Director of Government Programs at Cox HealthPlans
  • Victoria Harris
  • ALLIANCE MEMBER
  • Customer Insight Analyst at Capital District Physicians' Health Plan (CDPHP)
  • Patricia Hawkins
  • ALLIANCE MEMBER
  • Customer Service Supervisor at Alliant Health Plans
  • Kevin Hebert
  • ALLIANCE MEMBER
  • Product Manager at Health New England
  • Lori Hill
  • ALLIANCE MEMBER
  • Digital Marketing Specialist at HealthTeam Advantage
  • Freda Hogan
  • ALLIANCE MEMBER
  • VP Network Development at Paramount Health Care
  • John Holt
  • ALLIANCE MEMBER
  • Director of Customer Experience at CommunityCare
  • 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
  • Thomas Janus
  • ALLIANCE MEMBER
  • Chief Medical officer at Mary Washington Health Plan
  • Fernando Jauregui
  • ALLIANCE MEMBER
  • Health Education Specialist at Valley Health Plan
  • John Johnson
  • ALLIANCE MEMBER
  • VP Chief Service Officer at Presbyterian Health Plan
  • Teresa Johnson
  • ALLIANCE MEMBER
  • SVP, Consumer Experience Solutions at Capital District Physicians' Health Plan (CDPHP)
  • Susan Kerrigan
  • ALLIANCE MEMBER
  • Operations Business Process Analyst at Health First Health Plans
  • Tracie Kinaitis
  • ALLIANCE MEMBER
  • System Director, Payer Marketing at SummaCare
  • Paul Klatt
  • ALLIANCE MEMBER
  • Data Analyst at MediGold
  • Cassie Lane
  • ALLIANCE MEMBER
  • Associate-Senior Claims Coding at IU Health Plans
  • Katchen Laquer
  • ALLIANCE MEMBER
  • CX business insights analyst at Quartz Health Solutions
  • Caleb Larson
  • ALLIANCE MEMBER
  • Quality Improvement Program Manager at Samaritan Health Plans
  • Deja Lehto
  • ALLIANCE MEMBER
  • Product Development Coordinator at Samaritan Health Plans
  • Johanna Liu
  • ALLIANCE MEMBER
  • Director of Quality & Process Improvement at Santa Clara Family Health Plan
  • Cristy Lohmeier
  • ALLIANCE MEMBER
  • Customer Experience Manager at Network Health
  • 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
  • Director - Customer Care at Alliant Health Plans
  • Todd McCollough
  • ALLIANCE MEMBER
  • Director, Marketing Communications & Retention at MediGold
  • Karen Mikuska
  • ALLIANCE MEMBER
  • Customer Care Manager at Avera Health Plans (DAKOTACARE)
  • Marilyn Minor
  • ALLIANCE MEMBER
  • Quality Improvement Coordinator at Sentara Health Plans (Optima)
  • Hilairee Mosier
  • ALLIANCE MEMBER
  • Marketing Strategy Manager at Avera Health Plans (DAKOTACARE)
  • 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 HealthCare
  • Michelle OConnor
  • ALLIANCE MEMBER
  • Program Manager, Customer Experience at Quartz Health Solutions
  • MyLinh Pham
  • ALLIANCE MEMBER
  • Health Education Specialist at Valley Health Plan
  • 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 Health Plan
  • 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
  • Sil Reyes
  • ALLIANCE MEMBER
  • Health Education Director at Valley Health Plan
  • Lesley Richard
  • ALLIANCE MEMBER
  • Director, Payer Marketing at SummaCare
  • Celeste Richards
  • ALLIANCE MEMBER
  • Vice President - Managed Care at Alliant Health Plans
  • Jim Sagendorph
  • ALLIANCE MEMBER
  • Director, Sales & Marketing Portfolio Delivery at Capital District Physicians' Health Plan (CDPHP)
  • Caresse Sakagawa
  • ALLIANCE MEMBER
  • AVP, Product Development and Marketing at Providence Health Plans
  • Kayla Salazar
  • ALLIANCE MEMBER
  • Manager of Equity and Quality Performance at Community Health Plan of Washington
  • Michael Schiller
  • ALLIANCE MEMBER
  • Competitive Intelligence Analyst at SummaCare
  • Renee Schubart
  • ALLIANCE MEMBER
  • Continuous Improvement Specialist at Network Health
  • Denise Severson
  • ALLIANCE MEMBER
  • Director of Medicare Programs at Samaritan Health Plans
  • Paul Sherman
  • ALLIANCE MEMBER
  • Chief Medical Officer at Community Health Plan of Washington
  • Julie Sich
  • ALLIANCE MEMBER
  • Director, Quality and Clinical Improvement at SummaCare
  • Kelly Simpson
  • ALLIANCE MEMBER
  • Business Analyst at Providence Health Plans
  • Michelle Skelly
  • ALLIANCE MEMBER
  • Marketing and Communications Manager at Alliant Health Plans
  • Jason Smith
  • ALLIANCE MEMBER
  • Director of Operations & Performance Improvement at Sharp Health Plan
  • Michael Spicer
  • ALLIANCE MEMBER
  • Director, Product Innovation and Research at Capital District Physicians' Health Plan (CDPHP)
  • Katie Studer
  • ALLIANCE MEMBER
  • Director, Customer Experience at Avera Health Plans (DAKOTACARE)
  • Emily Stump
  • ALLIANCE MEMBER
  • Program Manager - Experience Design and Customer Experience at IU Health Plans
  • Becky Such
  • ALLIANCE MEMBER
  • Manager of Health Programs at CommunityCare
  • Kevin Tolles
  • ALLIANCE MEMBER
  • Manager of Business Analytics and Insights at Paramount Health Care
  • Kerri Towsley
  • ALLIANCE MEMBER
  • Manager, Product Development & Market Intelligence at SummaCare
  • Peter Trask
  • ALLIANCE MEMBER
  • Healthcare Consultant at Change Healthcare
  • Michelle Winchell
  • ALLIANCE MEMBER
  • Marketing Strategist, Member Engagement at SummaCare
  • Kelly Wright
  • ALLIANCE MEMBER
  • VP Consumer Operations at Health Alliance Plan (HAP)
  • Rusty Wyrick
  • ALLIANCE MEMBER
  • VP & Chief Information Officer at CommunityCare
  • Holly Zorz
  • ALLIANCE MEMBER
  • Quality Improvement Team Lead, Medicare at Paramount Health Care
  • Amber Zuber
  • ALLIANCE MEMBER
  • Associate Vice President, Pharmacy & Member Services at Paramount Health Care
  • April Gill
  • SPEAKER
  • Chief Strategy Officer at Welltok
  • Betsy Keller
  • SPEAKER
  • Vice President of Analytic Operations at Welltok
  • Kevin Anderson
  • SPONSOR
  • Vice President of Sales at LifeBalance Program
  • Nancy Bucceri
  • SPONSOR
  • Contractor, Product Marketing - Healthcare and Life Sciences at Cognizant
  • Andy Gargiulo
  • SPONSOR
  • Account Executive at Clarity Software Solutions
  • James Haskins
  • SPONSOR
  • Director of Government Programs at HealthMine
  • Paul Knittel
  • SPONSOR
  • Vice President, Accelerate Member Engagement at Clarity Software Solutions
  • Amy Lung
  • SPONSOR
  • Chief Operating Officer at HealthMine
  • Jeff Palmer
  • SPONSOR
  • National Sales Director at Icario
  • Melissa Smith
  • SPONSOR
  • Executive Vice President, Consulting & Professional Services at HealthMine
  • Masie Weir
  • SPONSOR
  • Vice President, Sales at Zelis
  • Cathy White
  • SPONSOR
  • Regional Vice President at Welltok
Speakers