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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

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.
  • 7/10/2019
  • 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.
  • 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
  • Director, Marketing & Strategic Engagement at CDPHP (Capital District Physicians' Health Plan)
  • Sam Barney
  • ALLIANCE MEMBER
  • Administrative Fellow at Geisinger Health Plan
  • Robert Berbeco
  • ALLIANCE MEMBER
  • IS Director at Indiana University Health Plans
  • Heather Bouffard
  • ALLIANCE MEMBER
  • Director of Marketing and Communications at Community Health Options
  • Paul Buckle
  • ALLIANCE MEMBER
  • Director, Health Promotion and Wellness at Community First Health Plans
  • Natalija Burns
  • ALLIANCE MEMBER
  • Director, Customer Service at Quartz Health Solutions
  • Bridjit Campbell
  • ALLIANCE MEMBER
  • Director of Health Plan Operations at Care N' Care Insurance Company, Inc.
  • Thomas Carroll
  • ALLIANCE MEMBER
  • Director of Marketing & Customer Strategy at Sharp Health Plan
  • Adey Clanton
  • ALLIANCE MEMBER
  • Team Coordinator, Communications at Sentara Health Plans (Optima)
  • Brad Dobbins
  • ALLIANCE MEMBER
  • Senior Manager, Member Services at Community Health Options
  • Kelly Evans
  • ALLIANCE MEMBER
  • Customer Service Manager at Physicians Health Plan
  • Melissa Hall
  • ALLIANCE MEMBER
  • Vice President, Medicare Operations at Aspire Health Plan
  • Scott Hancock
  • ALLIANCE MEMBER
  • VP of Sales and Operations at Care N' Care Insurance Company, Inc.
  • Patricia Hawkins
  • ALLIANCE MEMBER
  • Customer Service Supervisor at Alliant Health Plans
  • Jane Hayes
  • ALLIANCE MEMBER
  • Chief Experience Officer at Health Alliance Medical Plans
  • John Holt
  • ALLIANCE MEMBER
  • Director of Customer Experience at CommunityCare
  • Wendy Karsten
  • ALLIANCE MEMBER
  • CEO at Care N' Care Insurance Company, Inc.
  • Yvonne Krashkevich
  • ALLIANCE MEMBER
  • Director Quality & Accreditation at Geisinger Health Plan
  • Doris Livingston
  • ALLIANCE MEMBER
  • Manager, Customer Service Government Programs at Sentara Health Plans (Optima)
  • Cristy Lohmeier
  • ALLIANCE MEMBER
  • Customer Experience Manager at Network Health
  • 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
  • Director - Customer Care at Alliant Health Plans
  • Karen Mikuska
  • ALLIANCE MEMBER
  • Customer Care Manager at Avera Health Plans (DAKOTACARE)
  • Brian Moody
  • ALLIANCE MEMBER
  • Director of Service Operations at Health New England
  • Hilairee Mosier
  • ALLIANCE MEMBER
  • Marketing Manager at Avera Health Plans (DAKOTACARE)
  • Michelle OConnor
  • ALLIANCE MEMBER
  • Program Manager, Customer Experience at Quartz Health Solutions
  • Pete Roverud
  • ALLIANCE MEMBER
  • VP of Strategy and Development at PreferredOne
  • Kayla Salazar
  • ALLIANCE MEMBER
  • Program Manager of Health Equity at Community Health Plan of Washington
  • David Sand
  • ALLIANCE MEMBER
  • Chief Medical Officer at Care N' Care Insurance Company, Inc.
  • Brenda Seagrave-Whittle
  • ALLIANCE MEMBER
  • Chief Marketing Officer, VP Marketing and Communications at Neighborhood Health Plan of Rhode Island
  • Michelle Skelly
  • ALLIANCE MEMBER
  • Marketing and Communications Manager at Alliant Health Plans
  • Neal Spero
  • ALLIANCE MEMBER
  • VP Chief Sales & Marketing Officer at Presbyterian Health Plan
  • Katie Studer
  • ALLIANCE MEMBER
  • Director, Customer Experience at Avera Health Plans (DAKOTACARE)
  • Ashley Velez
  • ALLIANCE MEMBER
  • Sr. Manager of Member Services at HealthTeam Advantage
  • Kristy Waddell
  • ALLIANCE MEMBER
  • Customer Experience Manager at Health Alliance Medical Plans
  • Felicia Wu
  • ALLIANCE MEMBER
  • VP of Operations at Central Health Plan of California
  • Peter Borden
  • SPEAKER
  • Chief Digital Officer Healthcare at Cognizant
  • April Gill
  • SPEAKER
  • Vice President, Health Plan Market Solutions at Welltok
  • Rich Herbst
  • SPEAKER
  • Founder and Managing Partner at Ascend Marketing
  • Keith Roberts
  • SPEAKER
  • VP Engagement as a Service at Change Healthcare Consulting
  • Dan Spirek
  • SPEAKER
  • SVP, Enterprise Enablement at Welltok
  • Kevin Anderson
  • SPONSOR
  • Vice President of Sales at LifeBalance Program
  • Alexei Beran
  • SPONSOR
  • VP, Business Development at FlexTech, Inc.
  • Nicole Birch
  • SPONSOR
  • Marketing & Communications Director at LifeBalance Program
  • Phillip Cardona
  • SPONSOR
  • Sr. Sales Executive at Change Healthcare Consulting
  • Emily Comfort
  • SPONSOR
  • Strategic Sales Executive at Rx Savings Solutions
  • Mark Davis
  • SPONSOR
  • Strategic Account Sales at Rx Savings Solutions
  • Becky Erbe
  • SPONSOR
  • VP Government Solutions at Cognizant
  • Joseph Feeney
  • SPONSOR
  • RVP of Sales, Health & Health Insurance at Vlocity
  • Brian Goetsch
  • SPONSOR
  • Sr. Director - New Business Development at EyeMed Vision Care
  • Bob Hoover
  • SPONSOR
  • Vice President at Change Healthcare Consulting
  • Scott Marko
  • SPONSOR
  • Assoc. Vice President - Marketing at Cognizant
  • Linda McDonald
  • SPONSOR
  • Senior Sales Executive at Clarity Software Solutions
  • Manny Rodriguez
  • SPONSOR
  • Senior Sales Executive at Clarity Software Solutions
  • Ryan Smith
  • SPONSOR
  • Chief Revenue Officer at MHK (formerly MedHOK)
  • Caitlin Walsdorf
  • SPONSOR
  • Senior Manager, Business Development at EyeMed Vision Care
  • Lee Williams
  • SPONSOR
  • VP, Business Development at MHK (formerly MedHOK)
Speakers