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
Agenda
Coming soon -- For a printable, detailed agenda go to the Documents tab above
AGENDA AT A GLANCE (working draft: June 10, 2019)
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Tues, July 9 6:00 – 8:00pm
Wed, July 10 |
Welcome Reception
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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 |
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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) |
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Fri, July 12 |
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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
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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)
- Robert Berbeco
- ALLIANCE MEMBER
- IS Director at IU Health Plans
- 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
- Hilairee Mosier Lupkes
- ALLIANCE MEMBER
- Marketing Strategy Manager at Avera 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
- Derrick Steinmann
- ALLIANCE MEMBER
- Member Services Manager at SelectHealth
- 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
- Connie Ducaine
- SPEAKER
- SVP, Strategic Solutions at Vital Decisions
- Mette Dyhrberg
- SPEAKER
- CEO at Mymee, Inc.
- April Gill
- SPEAKER
- Chief Strategy Officer at Virgin Pulse
- Rich Herbst
- SPEAKER
- Founder and Managing Partner at Ascend Marketing
- Stacy Palmer
- SPEAKER
- SVP & COO at The Beryl Institute
- Marc Pierce
- SPEAKER
- CEO at Stonegate Advisors, LLC
- Keith Roberts
- SPEAKER
- Consultant at Consultant
- Leah Williams
- SPEAKER
- President and CEO at Dala Communications
- 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.
- Manny Rodriguez
- SPONSOR
- Chief Revenue Officer at MPX
- John Schlichting
- SPONSOR
- Chief Sales Officer at UST HealthProof
- Ryan Smith
- SPONSOR
- Chief Revenue Officer at MHK (formerly MedHOK)
Speakers
- Eileen Cianciolo
Chief Product Officer at Icario
click here for full people profile
- Brad Dobbins
Director, Service Operations at Community Health Options
click here for full people profile
- Connie Ducaine
SVP, Strategic Solutions at Vital Decisions
click here for full people profile
- Mette Dyhrberg
CEO at Mymee, Inc.
click here for full people profile
- April Gill
Chief Strategy Officer at Virgin Pulse
click here for full people profile
- Rich Herbst
Founder and Managing Partner at Ascend Marketing
click here for full people profile
- Marilee Klock
Sr. Director, Value Based Care - Risk Adjustment at Quartz Health Solutions
click here for full people profile
- Hilairee Mosier Lupkes
Marketing Strategy Manager at Avera Health Plans
click here for full people profile
- Stacy Palmer
SVP & COO at The Beryl Institute
click here for full people profile
- Marc Pierce
CEO at Stonegate Advisors, LLC
click here for full people profile
- Keith Roberts
Consultant at Consultant
click here for full people profile
- Katie Studer
Director, Customer Experience at Avera Health Plans
click here for full people profile
- Swatee Surve
Founder & CEO at Litesprite
click here for full people profile
- Leah Williams
President and CEO at Dala Communications
click here for full people profile