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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






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


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Silver


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Sponsor




Why you should attend

 


Why you should attend

Registration
ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
Fee End Date Description Amount
7/7/2019 choose this option if you are an employee of an Alliance member health plan or provider affiliate MEMBER PASS
ALLIANCE GUEST
Fee End Date Description Amount
7/7/2019 choose this option if you're not an Alliance member, but have been invited to attend this meeting GUEST PASS
SPEAKER
Fee End Date Description Amount
7/7/2019 choose this option if you are a member of the event speaking faculty FREE
SPONSOR
Fee End Date Description Amount
7/7/2019 choose this option if you are using a sponsor pass SPONSOR PASS
Agenda

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

AGENDA AT A GLANCE  (working draft: May 13, 2019) 

 

 

Tues, July 9

6:00 – 8:00

 

Wed, July 10

 

Welcome Reception

 

Recruiting, enrolling and onboarding your members

8:00 – 8:45

Registration and Breakfast

8:45 – 9:15

Welcome and Introductions

9:15 – 10:15

Innovation and the member experience

10:15 – 10:30

Break

10:30 – 11:30

Using customer personas to develop a content strategy that incorporates the member voice in our messaging

11:30 – 12:30

The role of the healthcare organization in activing effective engagement

12:30 – 1:30

Lunch

1:30 – 3:00

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

3:00 – 3:15

Break

3:15 - 4:30

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

 

Thurs, July 11

 

Elevating the care experience and helping members engage in their own well being

8:00 – 9:00

Networking Breakfast

9:00 – 9:30

Welcome back and recap from day one

9:30 – 10:30

Hardwiring STARS/HEDIS into accountability measures

10:30 – 11:00

Break

11:00 – 12:00

Session to be determined

12:00 – 1:00

Lunch

1:00 – 2:00

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

2:00 – 2:30

Break

2:30 - 3:30

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

3:30 – 4:30

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

6:30

Dinner at the Frisco RoughRiders game (minor league baseball)

 

 

Fri, July 12

How to retain members and deepen your relationship as a trusted partner in their healthcare

8:00 – 8:30

Networking Breakfast

8:30 – 9:30

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

9:30 – 10:30

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

10:30 – 11:30

Case Study: Putting a financial perspective on member experience

11:30

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
  • 5/14/2019
  • 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.
  • 2/20/2019
  • Healthcare's Blame Game
  • Whether it’s providers, payers and employers engaging in contract disputes finger-pointing over network configuration and payment formulas, or big pharma trading accusations about who’s to blame for the country’s health care cost crisis, engaging in a ‘it’s your fault or you’re not playing fairly’ argument accomplishes little. It’s time to stop the healthcare blame game.
Attendees

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

  • Natalija Burns
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director, Customer Service at Quartz Health Solutions
  • Scott Hancock
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • VP of Sales and Operations at Care N' Care Insurance Company, Inc.
  • Patricia Hawkins
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Customer Service Lead at Alliant Health Plans
  • Jane Hayes
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Experience Officer at Health Alliance Medical Plans
  • Wendy Karsten
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • CEO at Care N' Care Insurance Company, Inc.
  • Yvonne Krashkevich
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director Quality & Accreditation at Geisinger Health Plan
  • Doris Livingston
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Manager, Customer Service Government Programs at Sentara Health Plans (Optima)
  • Brandi Lombardo
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Manager, Service Coordination at Cook Children's Health Plan
  • Erin Malone
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director - Customer Care at Alliant Health Plans
  • Karen Mikuska
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Customer Care Manager at Avera Health Plans (DAKOTACARE)
  • Hilairee Mosier
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Marketing Manager at Avera Health Plans (DAKOTACARE)
  • Michelle OConnor
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Program Manager, Customer Experience at Quartz Health Solutions
  • Jennifer Ramirez
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Supervising Clerk - Member Services at Valley Health Plan
  • Kurt Rentmeester
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Medicare Operations Manager at FirstCarolinaCare Insurance Company
  • Katie Studer
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director, Customer Experience at Avera Health Plans (DAKOTACARE)
  • Inez Valdez
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Supervising Clerk at Valley Health Plan
  • Kristy Waddell
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Customer Experience Manager at Health Alliance Medical Plans
  • Peter Borden
  • SPEAKER
  • Chief Digital Officer Healthcare at Cognizant
  • Keith Roberts
  • SPEAKER
  • VP Engagement as a Service at Change Healthcare Consulting
  • Phillip Cardona
  • SPONSOR
  • Sr. Sales Executive at Change Healthcare Consulting
Speakers