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Value Visit: Elevating the Member Experience

Event Date: 7/9/2019 - 7/12/2019

Event Overview

 

 

Elevate members' experience—personalize their health care journey 

 

Follow the journey of a health plan member and dive deep into some of the defining moments that make all the difference between a member who is happy, loyal, engaged – and one who is not.  From recruitment to onboarding, during a care episode, and even into end-of-life planning, health plans have unique opportunities to empower members to be active, savvy health care consumers.




Keynote speaker



  


 

Customer Journey Panel Discussion - Day 1

 

 



Why you should attend

One of our Alliance member CEOs said, "Health care isn't local.  It's personal."  In a time where consumers are savvier than ever and retail companies with a glut of behavioral data are defining what individuals view as high value service, health plans are already sprinting to meet expectations.  Consider too the unique complexities involved in health care consumption and what makes one member "compliant" and another not ... the good news is that health plans certainly have tremendous opportunity to make our members' experience a positive one, no matter where they are in their health care journey.  This value visit combines lessons learned from the field, direct from Alliance health plan case studies, with ground breaking strategies from top experts in the health care consumer movement.  

 

  • Hear nearly a dozen health plan case studies on the challenges of shifting to a consumer-centric culture, and big wins and lessons learned with the implementation of new strategies

  • Dive deep into the key digital transformational areas in the modern healthcare organization, with a focus on the business process and engagement models that need to change

  • Consider how collaboration, behavioral techniques and communications ensure member preferences are clear when dealing with advanced illness and approaching the end of life, and that care is aligned accordingly

  • Learn how to measure if your efforts to improve the customer experience are actually effective by incorporating the Customer Lifetime Value (CLV) into your self-evaluation methods

 

 



Networking + Fun
 

 

Who should attend

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

  • Chief Experience Officer
  • Chief Marketing and Chief Sales Officers
  • Chief Administrative Officers
  • Chief Operating Officers
  • Call Center Executives and Managers
  • Chief Service Officers
  • Health Services Executives and Managers
  • Executives responsible for your organization's digital transformation strategy

  


 

Thank you to our event sponsors


Platinum


Gold


Bronze


Sponsor


Vendor

Agenda

Coming soon -- For a printable, detailed agenda go to the Documents tab above 

AGENDA AT A GLANCE  (working draft: June 10, 2019) 

 

 

Tues, July 9

6:00 – 8:00pm

 

Wed, July 10

 

Welcome Reception

 

 

8:00 – 8:45am

Registration and Breakfast

8:45 – 9:30am

Welcome and Introductions

9:30 – 10:45am

Innovation and the member experience

10:45 – 11:15am

Break

11:15 – 12:30pm

The role of the healthcare organization in activating effective engagement

12:30 – 1:30pm

Lunch

1:30 – 3:00pm

Panel: How other industries use data insights to craft a meaningful customer journey

3:00 – 3:15pm

Break

3:15 – 4:30pm

Vendor innovation fair and reception, followed by dinner on your own

 

Thurs, July 11

 

 

8:00 – 9:00am

Networking Breakfast

9:00 – 9:30am

Welcome back and recap from day one

9:30 – 10:30am

Hardwiring STARS/HEDIS into accountability measures

10:30 – 11:00am

Break

11:00 – 12:00pm

Case study: Advanced analytics and targeted communications that drive members to take action

12:00 – 1:00pm

Lunch

1:00 – 2:00pm

Case study: Enhancing the member experience by aligning advanced care with member values and wishes

2:00 – 2:30pm

Break

2:30 - 3:30pm

Panel: Leveraging the new wave of digital health applications to empower members and achieve outcomes

3:30 – 4:30pm

Rapid fire case studies: Alliance members share innovation, big wins and lessons learned

6:30pm

Dinner at the Frisco RoughRiders game (minor league baseball)

 

 

Fri, July 12

 

8:00 – 8:30am

Networking Breakfast

8:30 – 9:30am

Case study: Capturing member feedback and then turning that data into insights that drive strategy

9:30 – 10:30am

Case study: Customer service best practices – balancing CX with metrics

10:30 – 11:30am

Case Study: Putting a financial perspective on member experience

11:30am

Open discussion - Wrap Up and Adjourn

Venue

Health Plan Alliance Elevating the Member Experience Value Visit, July 2019 in Frisco, Texas

Omni Frisco Hotel
11 Cowboys Way
Frisco, TX  75034
469.287.0000
Reservations 800.843.6664


The hotel room block expires on June 17, 2019
Our room rate is $229 plus taxes/fees. This rate may be available three days prior and three days after our meeting dates, depending on the hotel's availability. You should call the reservations department at 800.843.6664 and ask for the Health Plan Alliance (Vizient) room rate or click here to book online. Should you call after the deadline, you will not be guaranteed to receive our group room rate or the hotel may be sold out. Please note that the group block could sell out before this date.


DRESS
Business casual attire is appropriate for the meeting.  Remember that the hotel meeting room temperatures vary, so we recommend that you layer clothing to be comfortable in case the room becomes either hot or cold.

GROUND TRANSPORTATION
Uber/Lyft from the Dallas/Ft Worth International airport and Love Field airport is approximately $42.  Click here for more details.

Omni offers a shuttle (SUV seats 6) within a five mile radius of the hotel which operates on a first come basis from 7am to 10pm

RESTAURANTS/ATTRACTIONS
The Star is the world headquarters of the Dallas Cowboys located adjacent to the Omni.  The 91-acre campus features Ford Center, an entertainment district with various restaurants and shops, Cowboys Fit, and more. The Ford Center is a 510,000 square foot indoor athletic facility that hosts a variety of events and includes one indoor and two outdoor practice fields. Tour the state-of-the-art facilities at The Dallas Cowboys World Corporate Headquarters and get an inside look at the home of America's team.  A list of restaurants and ticket information here.

If you plan to stay the weekend or bring a guest her is an itinerary for 48 hours in Frisco.

FRISCO WEATHER
View the latest weather forecast.

Documents
7/12/2019

Presentation: Putting a financial perspective on member experience
Improving member experience can sometimes be viewed as a purely administrative cost with no ROI. Using Customer Lifetime Value as a member experience metric illustrates the value of increasing member loyalty and engagement. It can also show member experience professionals whether their efforts are delivering value to the organization. This case study will discuss the components of a reliable CLV calculation. This presentation took place on July 12, 2019 during the Member Experience value visit held in Frisco, TX.

7/11/2019

Presentation: Enhancing the member experience by aligning advanced care with member values and wishes
During this session, Care N Care describes how their program improves member experience during the trying times of advanced illness and end of life by aligning care with values and wishes. This presentation took place on July 11, 2019 during the Member Experience meeting held in Frisco, TX.

7/11/2019

Presentation: Advanced analytics and targeted communications that drive members to take action
Geisinger Health Plan is using a smart mix of advanced analytics and targeted communications to drive members to take action. This presentation took place July 11, 2019 during the Member Experience value visit held in Frisco, TX.

7/11/2019

Presentation: Reducing the trend of high ER utilization
Avera Health Plan shares how they are trying to reduce the trend of high ER utilization. This presentation took place on July 11, 2019 during the Member Experience value visit held in Frisco, TX.

7/11/2019

Presentation: Developing the maturity level of your VOC program
Quartz Health Solutions shares how they developed their VOC program. This presentation took place July 11, 2019 during the Member Experience value visit held in Frisco, TX.

7/10/2019

Presentation: The role of the healthcare organization in activating effective engagement
Peter Borden, the chief digital officer of Cognizant Health, reviews key digital transformational areas in the modern Healthcare Organization with a focus on the business process and engagement models that need to change. Peter leads an interactive exploration of the Healthcare Organization's role in driving Effective Engagement from a builder of all experiences through to a platform in which experiences holistically fit. This presentation took place on July 10, 2019 during the Member Experience value visit in Frisco, TX.

7/10/2019

Presentation: Innovation and the member experience
Consumers have learned to expect constant innovation leading to improvements in their experiences. Borrowing from the best in retail, hospitality and financial services, this presentation focuses on rapid-cycle prototyping and understanding member needs at key touch points, including social, financial and care. This presentation took place on July 10, 2019 during the Member Experience value visit held in Frisco, TX.

7/1/2019

The Dubious Management Fad Sweeping America
NPS-or net promoter score-is a measure of customer satisfaction that has developed a cultlike following among CEOs. It also may be misleading.

6/28/2019

Agenda: Elevating the Member Experience
Dive deep into some of the defining moments that make all the difference between a member who is happy, loyal, engaged and one who is not. From recruitment to on-boarding, during a care episode, and even into end-of-life planning, health plans have unique opportunities to empower members to be active, savvy health care consumers.

5/2/2019

4 core competencies of digital health management
Leading health plans are embracing digital health management: a reinvented approach to supporting patients outside the four walls. Read Wellframe's ebook to learn the 4 core competencies of digital health management.

Attendees

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

  • Jodi Haskin
  • ALLIANCE GUEST
  • Vice President, Marketing at Capital District Physicians' Health Plan (CDPHP)
  • Heather Bouffard
  • ALLIANCE MEMBER
  • VP of Marketing and Communications at Community Health Options
  • Thomas Carroll
  • ALLIANCE MEMBER
  • Director of Marketing & Customer Strategy at Sharp Health Plan
  • Brad Dobbins
  • ALLIANCE MEMBER
  • Director, Service Operations at Community Health Options
  • Kelly Evans
  • ALLIANCE MEMBER
  • Customer Service Manager at Physicians Health Plan
  • Melissa Hall
  • ALLIANCE MEMBER
  • Chief Operating Officer at Aspire Health Plan
  • Patricia Hawkins
  • ALLIANCE MEMBER
  • Customer Service Manager at Alliant Health Plans
  • Marilee Klock
  • ALLIANCE MEMBER
  • Sr. Director, Value Based Care - Risk Adjustment at Quartz Health Solutions
  • Brandi Lombardo
  • ALLIANCE MEMBER
  • Manager, Service Coordination at Cook Children's Health Plan
  • Devon Lor
  • ALLIANCE MEMBER
  • Supervisor, Quality Health Integration at Network Health
  • Erin Malone
  • ALLIANCE MEMBER
  • Sr. Director of Client and Provider Services at Alliant Health Plans
  • Kayla Poncet
  • ALLIANCE MEMBER
  • Manager of Equity and Quality Performance at Community Health Plan of Washington
  • Kristy Reed
  • ALLIANCE MEMBER
  • Customer Experience Manager at Health Alliance Medical Plans
  • Pete Roverud
  • ALLIANCE MEMBER
  • VP of Strategy and Development at PreferredOne
  • Brenda Seagrave-Whittle
  • ALLIANCE MEMBER
  • Chief Marketing Officer, VP Marketing and Communications at Neighborhood Health Plan of Rhode Island
  • Michelle Skelly
  • ALLIANCE MEMBER
  • Director of Marketing and Communications at Alliant Health Plans
  • Katie Studer
  • ALLIANCE MEMBER
  • Director, Customer Experience at Avera Health Plans
  • Ashley Velez
  • ALLIANCE MEMBER
  • Director of Operations, Member Services & Enrollment at HealthTeam Advantage
  • Felicia Wu
  • ALLIANCE MEMBER
  • VP of Operations at Central Health Plan of California
  • April Gill
  • SPEAKER
  • Chief Strategy Officer at Virgin Pulse
  • Rich Herbst
  • SPEAKER
  • Founder and Managing Partner at Ascend Marketing
  • Nicole Birch
  • SPONSOR
  • Marketing & Communications Director at LifeBalance Program
  • Emily Comfort
  • SPONSOR
  • Vice President, Health Plans at Rx Savings Solutions
  • Becky Erbe
  • SPONSOR
  • Chief Business Development Officer at hunterAI
  • Joseph Feeney
  • SPONSOR
  • RVP of Sales, Health & Health Insurance at Vlocity
  • Bob Hoover
  • SPONSOR
  • Vice President at Optum Advisory
  • Linda McDonald
  • SPONSOR
  • VP, Sales & Member Engagement at Clarity Software Solutions
  • Mike Merrill
  • SPONSOR
  • Business Development at WEX Health, Inc.
  • Ryan Smith
  • SPONSOR
  • Chief Revenue Officer at MHK (formerly MedHOK)
Speakers