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Member Experience Summit 2020

Event Date: 9/1/2020 - 9/3/2020

Event Overview


 

Take your health plan's customer experience to the next level

Back for its fourth year, expect unmatched collaboration, hands-on workshops, ample networking opportunities, and knowledge sharing from top-rated plans and leading innovators. Take away actionable strategies to improve your members'  2021 annual enrollment period experience and more.

As a result of COVID-19, health plans are transforming how they engage with their members. Expectations are raised as members change how they shop, socialize, and live their everyday lives. As a result, your relationships with members must also change, remain dynamic, and leverage your differentiator. Join your Alliance peers online this Fall as we explore how this transformation is reshaping our industry at our virtual Member Experience Summit!

 



Event highlights

Part of the Member X Learning Collaborative, this three-day virtual summit will provide you and your team with strategies to drive transformation and build the necessary foundation for operational change and market success post-COVID. During this summit you can expect to see: 

  • Keynote address: Member Experience in a New World, delivered by John Bell, Vice President of Enterprise Digital Marketing at Traveler's Insurance
  • Case studies from your Alliance peers, including Providence Health Plans and Health Alliance Plans
  • Two robust Alliance member panels moderated by our partners at Change Healthcare and LifeBalance
  • A digital experience workshop conducted by Peter Borden, Chief Digital Officer at Cognizant
     



Who should attend

Delivering superior customer service requires a multidisciplinary approach including executives and managers who:

  • Make decisions about and implement technology solutions
  • Oversee operations that directly serve customers even if they do not deal directly with customers
  • Deliver direct customer service
  • Create communications that engage members

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

  


 

Thank you to our event sponsors


Sponsor


GPO Participant-revenue

 

Registration
ALLIANCE MEMBER
Fee End Date Description Amount
9/3/2020 Exclusive to Alliance Partner or Shareholder organizations MEMBER PASS
ALLIANCE GUEST
Fee End Date Description Amount
9/3/2020 Only for invited guests of the Alliance GUEST PASS
SPEAKER
Fee End Date Description Amount
9/3/2020 Confirmed faculty members SPEAKER PASS
SPONSOR
Fee End Date Description Amount
9/3/2020 For confirmed event sponsors SPONSOR PASS
Agenda

For a printable, detailed agenda go to the Documents tab above (coming soon)

AGENDA AT A GLANCE  

 

TUE SEP 1

10:30

Keynote: Member experience in a new world
John Bell, Travelers Insurance

 

11:30

Case Study from Providence Health Plans: Defining your value proposition

 

12:30

Edison Innovation Lab

 

1:30

Case Study: Defining the member experience enterprise-wide.

 

2:30

Edison Innovation Lab

 

3:00

Case Study from Health Alliance Plan (HAP): Virtual engagement as a differentiation with members and providers

 

WED SEP 2

10:30

Expert Advice: Superior member experience in a WFH environment

 

11:30

Case study: Ensuring everyone has a 360 view

 

12:30

Edison Innovation Lab

 

1:30

Alliance Member Panel: Where are you on your MX journey?

 

2:30

Edison Innovation Lab

 

3:00

Case Study from Capital District Physicians’ Health Plan (CDPHP): Pulling in the same direction

 

THU SEP 3

10:30

Digital Workshop: Mindset

 

11:30

Digital Workshop: Service Design

 

12:30

Digital Workshop: Collaborating with peers

 

1:00

Alliance Member Panel: Setting your digital strategy

 

2:00

Expert Advice: Succeeding in an omni-channel world

 

Special Events

BONUS RAFFLE! Each submission earns your team of summit delegates a chance to win a special collection of digital gift cards.

Lightbulb Moments – On demand!

One of the best parts of an Alliance meeting? Those great ideas, big and small, you get from your colleagues!  While we can’t fabricate those fortuitous moments in the conference center hallways in a virtual setting like this one, we CAN provide ample opportunities for you to learn from your network of Alliance peers – and to share what your team is working on, too.  Welcome to our Lightbulb Moments – on demand!  Each attending health plan’s team will share a 10 -15 minute presentation, their “Lightbulb Moment” that provides a focused “show and tell” of their best tactics for enhancing the member experience.  Each Lightbulb Moment will inspire dialogue around one or more of these key questions:

How do you use MX as a differentiator?
What are the secrets to fostering a MX culture?
How are you building and executing a digital strategy?
In what ways do you measure your members’ satisfaction?
What are the elements of your virtual strategy and how are you implementing it?

Need some more ideas for your Lightbulb Moment?  It could address how you organize committees, governance, and cross-departmental collaboration related to the member experience; Journey mapping: Best practices for the process and revelations you’ve had about an element of your members’ journey; Micro-case study on handling high-fliers: process improvements identified and executed to reduce friction or solve a member problem, and more. 
Each attending health plan is asked to contribute their team’s Lightbulb Moment by August 21st.  

HOW

Each health plan attending the virtual summit should submit ONE “Lightbulb Moment” before August 21st. Here’s how:

1. Choose your topic and the team member(s) who will present. 
2. Develop a maximum of 3-5 slides that provide a quick overview of the best practice you’d like to share with your colleagues.  
3. Schedule your 30-min recording spot with Alliance staff.  (All recordings must be scheduled before Aug 21st!)  

All pre-recorded Lightbulb Moments will be featured in the MX Discovery Lab.  Attendees will have scheduled blocks of time to review other members’ Lightbulb Moments and to leave questions and comments for each plan!

Attendees

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

  • Abdou Bah
  • ALLIANCE GUEST
  • AVP at Health Partners Plans
  • Dana Anaya
  • ALLIANCE MEMBER
  • Manger/Nurse Practicioner at Sentara Health Plans (Optima)
  • Tracy Apple-Moser
  • ALLIANCE MEMBER
  • Supervisor of Healthcare Concierge at HealthTeam Advantage
  • Nina Barrow
  • ALLIANCE MEMBER
  • Member Director of Member Services at Indiana University Health Plans
  • Brittany Bayne
  • ALLIANCE MEMBER
  • Digital Product Manager at Providence Health Plans
  • Amy Beck
  • ALLIANCE MEMBER
  • Community Relations Manager at Prominence Health Plan
  • Karoline Bota
  • ALLIANCE MEMBER
  • Lead Experience Designer at Presbyterian Health Plan
  • Sara Brandon
  • ALLIANCE MEMBER
  • Sr Mgr Corporate Communications & Social Responsibility at Neighborhood Health Plan of Rhode Island
  • Jessica Brooks
  • ALLIANCE MEMBER
  • Supervisor of Healthcare Concierge at HealthTeam Advantage
  • Susan Budd
  • ALLIANCE MEMBER
  • Commercial Products Manager at Denver Health Medical Plan
  • 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.
  • Mary Canton
  • ALLIANCE MEMBER
  • QI Project Coordinator at Samaritan Health Plans
  • Thomas Carroll
  • ALLIANCE MEMBER
  • Director of Marketing & Customer Strategy at Sharp Health Plan
  • Misty Carter
  • ALLIANCE MEMBER
  • Quality Nurse Supervisor at CHRISTUS Health Plan
  • Patrice Chance
  • ALLIANCE MEMBER
  • Manager of Operations at Scott & White Health Plan
  • Kristin Cline
  • ALLIANCE MEMBER
  • Shared Services Director of Quality at Sentara Health Plans (Optima)
  • Thomas Conn
  • ALLIANCE MEMBER
  • Social Media Coordinator at Network Health
  • Janice Crayk
  • ALLIANCE MEMBER
  • Manager, Plan Contract and Benefit Administration at Samaritan Health Plans
  • Caroline Daoud
  • ALLIANCE MEMBER
  • Patient Services Coordinator at Sentara Health Plans (Optima)
  • Cathleen Davis
  • ALLIANCE MEMBER
  • Supervisor of Healthcare Concierge at HealthTeam Advantage
  • Abby Demlow
  • ALLIANCE MEMBER
  • Star Ratings Coordinator at Health Alliance Medical Plans
  • Stephanie Donelko
  • ALLIANCE MEMBER
  • Digital Marketing Strategist at Health Alliance Plan (HAP)
  • Melanie Draheim
  • ALLIANCE MEMBER
  • Director of Marketing and Individual Sales at Network Health
  • JoAnne Edde
  • ALLIANCE MEMBER
  • Member Relationship Manager at Aspire Health Plan
  • Shelby Esposito
  • ALLIANCE MEMBER
  • Stars Analyst at Health First Health Plans
  • Kelly Evans
  • ALLIANCE MEMBER
  • Customer Service Manager at Physicians Health Plan
  • Jessica Fischer
  • ALLIANCE MEMBER
  • Director of Administrative Services at Network Health
  • Phyllis Fisher
  • ALLIANCE MEMBER
  • Director, Operations at Physicians Health Plan
  • Lisa Franchetti
  • ALLIANCE MEMBER
  • Customer Experience Manager at Neighborhood Health Plan of Rhode Island
  • Ashlyn Frazier
  • ALLIANCE MEMBER
  • Lead Retention Consultant at Health Alliance Plan (HAP)
  • Stacey Geffken
  • ALLIANCE MEMBER
  • Director, Product Development and Market Research at Geisinger Health Plan
  • Lisa Gerdes
  • ALLIANCE MEMBER
  • Director of Member Enrollment and Billing at Health First Health Plans
  • Elizabeth Goff
  • ALLIANCE MEMBER
  • Manager - Medicare Project Management at Indiana University Health Plans
  • Amie Goldman
  • ALLIANCE MEMBER
  • VP, Chief Strategy Officer at Quartz Health Solutions
  • Jody Gross
  • ALLIANCE MEMBER
  • Vice President of Operations & Government Programs at Health New England
  • 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
  • Abby Hays
  • ALLIANCE MEMBER
  • Director, Business Solutions and Customer Experience at Quartz Health Solutions
  • Loriann Heinssen
  • ALLIANCE MEMBER
  • TPA Account Integration Specialist at Health First Health Plans
  • Rick Heron
  • ALLIANCE MEMBER
  • Chief Experience Officer at Western Health Advantage
  • Karen Hoffmann
  • ALLIANCE MEMBER
  • Director of Operations at Medical Associates Health Plans
  • John Holt
  • ALLIANCE MEMBER
  • Director of Customer Experience at CommunityCare
  • Sandy Hopkins
  • ALLIANCE MEMBER
  • Director, Member/Provider Services at Cox HealthPlans
  • John Huang
  • ALLIANCE MEMBER
  • Compliance at Central Health Plan of California
  • Amando Jayme
  • ALLIANCE MEMBER
  • Senior Director, Health Plan Service Operations at Providence Health Plans
  • Jeremy Jones
  • ALLIANCE MEMBER
  • Director Consumer Sales at Health Alliance Medical Plans
  • Bryan Jones
  • ALLIANCE MEMBER
  • Director of Stars and Accreditation at Health First Health Plans
  • Ingrid Jorud
  • ALLIANCE MEMBER
  • Quality Program Manager at Presbyterian Healthcare Services
  • Elizabeth Jurkowski
  • ALLIANCE MEMBER
  • Stars Ratings Coordinator at Health Alliance Medical Plans
  • Joleen Katula
  • ALLIANCE MEMBER
  • Vice President of Operations at HealthTeam Advantage
  • Susan Kerrigan
  • ALLIANCE MEMBER
  • Operations Business Process Analyst at Health First Health Plans
  • Denise Krassel
  • ALLIANCE MEMBER
  • Business Process Analyst at Health First Health Plans
  • Russ Kuzel
  • ALLIANCE MEMBER
  • Vice President and Chief Medical Officer at SelectHealth
  • Caleb Larson
  • ALLIANCE MEMBER
  • Business Analyst at Samaritan Health Plans
  • Mary Ann Leach
  • ALLIANCE MEMBER
  • VP, Chief Information Officer at Montage Health
  • Alan Lederman
  • ALLIANCE MEMBER
  • Chief Operating Officer at Community Health Plan of Washington
  • Brenda Lee
  • ALLIANCE MEMBER
  • Manager of Claims Contracts-Customer Service at Scott & White Health Plan
  • Cristy Lohmeier
  • ALLIANCE MEMBER
  • Customer Experience Manager at Network Health
  • Richard Magda
  • ALLIANCE MEMBER
  • Digital Product Manager at Geisinger Health Plan
  • Scott Magnus
  • ALLIANCE MEMBER
  • Manager, Digital Marketing & CRM at Network Health
  • Erin Malone
  • ALLIANCE MEMBER
  • Director - Customer Care at Alliant Health Plans
  • Jennifer Marquardt
  • ALLIANCE MEMBER
  • Director of Customer Solutions at Health Alliance Medical Plans
  • Cherie Martin Irwin
  • ALLIANCE MEMBER
  • Sr. Manager, Product Development at Providence Health Plans
  • Theresa Maslowski
  • ALLIANCE MEMBER
  • Director, Medical Marketing and Individual Product at PreferredOne
  • Elizabeth McClaine
  • ALLIANCE MEMBER
  • VP of Commercial Product at Neighborhood Health Plan of Rhode Island
  • Idrisa Mercer
  • ALLIANCE MEMBER
  • Population Care Nurse at Sentara Health Plans (Optima)
  • Amanda Mesenberg
  • ALLIANCE MEMBER
  • Director Quality Management and Population Health at Quartz Health Solutions
  • Kimberly Michalov
  • ALLIANCE MEMBER
  • Marketing Manager of Member Services at Johns Hopkins HealthCare
  • Mark Mixer
  • ALLIANCE MEMBER
  • Chief Executive Officer at Alliant Health Plans
  • Brian Moody
  • ALLIANCE MEMBER
  • Director of Health Plan Services at Health New England
  • Hilairee Mosier
  • ALLIANCE MEMBER
  • Marketing Manager at Avera Health Plans (DAKOTACARE)
  • Gregg Mottola
  • ALLIANCE MEMBER
  • Consumer Retention Analyst at Health Alliance Medical Plans
  • Margaret Murray
  • ALLIANCE MEMBER
  • Quality Coordinator at Providence Health Plans
  • Nicole Myers
  • ALLIANCE MEMBER
  • Medicare Stars Program Manager at Sentara Health Plans (Optima)
  • Adrienne Neaderhiser
  • ALLIANCE MEMBER
  • Manager, Member Experience Design at Presbyterian Health Plan
  • Kaitlyn Nevills
  • ALLIANCE MEMBER
  • QI and Accreditation Manager at Cox HealthPlans
  • Cyndie O'Brien
  • ALLIANCE MEMBER
  • Chief Sales & Marketing Officer at Aspire Health Plan
  • Jordan Oakes
  • ALLIANCE MEMBER
  • Star Ratings Coordinator at Health Alliance Medical Plans
  • Christina Ott
  • ALLIANCE MEMBER
  • AVP, Marketing & Business Development at Quartz Health Solutions
  • David Pett
  • ALLIANCE MEMBER
  • Manager of Individual Sales at Health First Health Plans
  • Lee Pritchett
  • ALLIANCE MEMBER
  • Senior Marketing Manager at Care N' Care Insurance Company, Inc.
  • Penny Ransom
  • ALLIANCE MEMBER
  • Chief Administrative Officer at Network Health
  • Anne Rappert
  • ALLIANCE MEMBER
  • Customer Experience Coordinator at Network Health
  • Jessica Reckamp
  • ALLIANCE MEMBER
  • Program Director- Member Experience at Indiana University Health Plans
  • Amanda Reed
  • ALLIANCE MEMBER
  • Chief Operating Officer at Alliant Health Plans
  • John Riley
  • ALLIANCE MEMBER
  • Director of Customer Experience at Health First Health Plans
  • Pete Roverud
  • ALLIANCE MEMBER
  • VP of Strategy and Development at PreferredOne
  • David Sand
  • ALLIANCE MEMBER
  • Chief Medical Officer at Care N' Care Insurance Company, Inc.
  • John Sanders
  • ALLIANCE MEMBER
  • Director, Health Plan Operations at Geisinger Health Plan
  • Wolf Schuster
  • ALLIANCE MEMBER
  • Digital Product Manager at Providence Health Plans
  • Brenda Seagrave-Whittle
  • ALLIANCE MEMBER
  • Chief Marketing Officer, VP Marketing and Communications at Neighborhood Health Plan of Rhode Island
  • Bethany Seefeldt
  • ALLIANCE MEMBER
  • Commercial Business Implementation at Health Alliance Medical Plans
  • Paul Sherman
  • ALLIANCE MEMBER
  • Chief Medical Officer at Community Health Plan of Washington
  • Kevin Smith
  • ALLIANCE MEMBER
  • Government Relations Coordinator at Health Alliance Medical Plans
  • Jason Smith
  • ALLIANCE MEMBER
  • Director of Operations & Performance Improvement at Sharp Health Plan
  • Shelly Smith
  • ALLIANCE MEMBER
  • Quality Management Supervior at Health New England
  • Amber Smits
  • ALLIANCE MEMBER
  • Continuous Improvement Specialist at Network Health
  • Sarah Sommer
  • ALLIANCE MEMBER
  • Vice President, Digital Engagement at Geisinger Health Plan
  • Brindha Sridhar
  • ALLIANCE MEMBER
  • Senior Director of Customer Experience at MetroPlus Health Plan
  • Kristy Stayer
  • ALLIANCE MEMBER
  • Digital Product Specialist at Geisinger Health Plan
  • Emilee Stroup
  • ALLIANCE MEMBER
  • QI Manager at Sentara Health Plans (Optima)
  • Katie Studer
  • ALLIANCE MEMBER
  • Director, Customer Experience at Avera Health Plans (DAKOTACARE)
  • Daniel Trombley
  • ALLIANCE MEMBER
  • Sr. Coordinator Medicare Sales at Paramount Health Care
  • Tracy Trumble
  • ALLIANCE MEMBER
  • Customer Service Supervisor at Physicians Health Plan
  • Ashley Velez
  • ALLIANCE MEMBER
  • Director of Operations, Member Services & Enrollment at HealthTeam Advantage
  • Eric Vilar
  • ALLIANCE MEMBER
  • Lead Healthcare Informatics Analyst at Health New England
  • Kristy Waddell
  • ALLIANCE MEMBER
  • Customer Experience Manager at Health Alliance Medical Plans
  • Joy Wahawisan
  • ALLIANCE MEMBER
  • Clinical Analytics Pharmacist at Physicians Health Plan
  • Charissa White
  • ALLIANCE MEMBER
  • Transformation Analyst at Samaritan Health Plans
  • 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
  • Chief Information Officer at CommunityCare
  • Holly Zorz
  • ALLIANCE MEMBER
  • Quality Improvement Project Coordinator III at Paramount Health Care
  • Bill Krause
  • SPEAKER
  • VP/GM Connected Consumer Health at Change Healthcare Consulting
  • Yolanda Hunt-Boes
  • VIRTUAL ATTENDEE
  • Manager, Digital Strategy & Operations at Sharp Health Plan
Speakers