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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!
If you need to register email info@healthplanalliance.org
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.
Sponsors
Sponsors
Attendees
Below is a list of all delegates registered to date for this event
- John Wicka
- ALLIANCE GUEST
- Business Development & Co-Founder at Icario
- Kristin Abdill
- ALLIANCE MEMBER
- Project Manager at Presbyterian Health Plan
- Dana Anaya
- ALLIANCE MEMBER
- Provider Enablement Consultant at Sentara Health Plans
- Kieley Arakelian
- ALLIANCE MEMBER
- Director - Quality Management at University of Michigan Health Plan
- Richard Barrett
- ALLIANCE MEMBER
- Director, Quality Assurance at Capital District Physicians' Health Plan (CDPHP)
- Torie Bashay
- ALLIANCE MEMBER
- Director Health Plan Quality Improvement at Sentara Health Plans
- Brittany Bayne
- ALLIANCE MEMBER
- Digital Product Manager at Providence Health Plan
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- Ashley Bejarano
- ALLIANCE MEMBER
- Sales & Broker Relations Manager at Valley Health Plan
- Traci Bell
- ALLIANCE MEMBER
- Enrollment Manager at Sentara Health Plans
- Zoe Benfield
- ALLIANCE MEMBER
- Director of UM & Risk Adjustment Solutions at Health Alliance Medical Plans
- David Benyo
- ALLIANCE MEMBER
- Manager Market Data & Analytics at Capital District Physicians' Health Plan (CDPHP)
- Laura Boge
- ALLIANCE MEMBER
- Member Services Manager at Medical Associates Health Plans
- Dennis Bolin
- ALLIANCE MEMBER
- Consultant at Health Plan Alliance
- Karoline Bota
- ALLIANCE MEMBER
- Lead Experience Designer at Presbyterian Health Plan
- Heather Bouffard
- ALLIANCE MEMBER
- VP, Marketing, Communications & Product at Community Health Options
- Sara Brandon
- ALLIANCE MEMBER
- Director Customer Experience & Communications at Neighborhood Health Plan of Rhode Island
- Hope Breckenridge
- ALLIANCE MEMBER
- Clinical Implementation Manager at Sentara Health Plans
- JoAnne Bresler
- ALLIANCE MEMBER
- Member Experience Manager at Aspire Health Plan
- Carly Bressler-Archambeau
- ALLIANCE MEMBER
- Director, Medicare Stars Program at Sentara Health Plans
- Jessica Brooks
- ALLIANCE MEMBER
- Supervisor of Healthcare Concierge at HealthTeam Advantage
- Chelsea Byom
- ALLIANCE MEMBER
- Vice President Marketing, Communications and Outreach at Santa Clara Family Health Plan
- Mary Canton
- ALLIANCE MEMBER
- Program Manager I - Quality at Samaritan Health Plans
- Thomas Carroll
- ALLIANCE MEMBER
- Director of Marketing & Customer Strategy at Sharp Health Plan
- Teresa Chapman
- ALLIANCE MEMBER
- Chief People Officer at Santa Clara Family Health Plan
- Ahmad Chaudhary
- ALLIANCE MEMBER
- Director Health Plan Operations at Mary Washington Health Plan
- Marcee Chmait
- ALLIANCE MEMBER
- Head of Digital Partnerships & Business Development at Providence Health Plan
- Jennifer Chow
- ALLIANCE MEMBER
- Quality Manager at MetroPlusHealth
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- Martha Cisneros
- ALLIANCE MEMBER
- Director, Service Operations at Valley Health Plan
- Heather Clay
- ALLIANCE MEMBER
- Product Manager - Medicare at Avera Health Plans
- Kristin Cline
- ALLIANCE MEMBER
- Shared Services Director of Quality at Sentara Health Plans
- Jeffery Cole
- ALLIANCE MEMBER
- Call Center Manager at Denver Health Medical Plan
- Melissa Cordial
- ALLIANCE MEMBER
- Director of Marketing and Digital Strategy at Health New England
- Ashley Cotten
- ALLIANCE MEMBER
- Director of Operations, Member Services & Enrollment at HealthTeam Advantage
- Caroline Daoud
- ALLIANCE MEMBER
- Patient Services Coordinator at Sentara Health Plans
- Cathleen Davis
- ALLIANCE MEMBER
- Supervisor of Healthcare Concierge at HealthTeam Advantage
- Justin Davis
- ALLIANCE MEMBER
- Planning Analyst at Sharp Health Plan
- John DeGruttola
- ALLIANCE MEMBER
- Sr VP of Marketing and Sales at Sentara Health Plans
- Abby Demlow
- ALLIANCE MEMBER
- Star Ratings Coordinator at Health Alliance Medical Plans
- Stephanie Donelko
- ALLIANCE MEMBER
- Director Digital Engagement at Health Alliance Plan (HAP)
- Shannon Drotning
- ALLIANCE MEMBER
- Market President, Consumer & Specialty at Providence Health Plan
- Ana Eberhard
- ALLIANCE MEMBER
- Vice President, Member Experience at AvMed
- Shelby Esposito
- ALLIANCE MEMBER
- Stars and Accreditation Program Manager at Health First Health Plans
- Kelly Evans
- ALLIANCE MEMBER
- Customer Service Manager at University of Michigan Health Plan
- Ashleigh Fiero
- ALLIANCE MEMBER
- Director, Sales Enablement at Sentara Health Plans
- Christopher Fiorino
- ALLIANCE MEMBER
- VP, Operational Support Services at Capital District Physicians' Health Plan (CDPHP)
- Phyllis Fisher
- ALLIANCE MEMBER
- VP, Operations at University of Michigan Health Plan
- Lisa Fox
- ALLIANCE MEMBER
- Portfolio Manager at Capital District Physicians' Health Plan (CDPHP)
- Dinita Galvez
- ALLIANCE MEMBER
- Quality Improvement Manager at Health Alliance Medical Plans
- Lisa Gerdes
- ALLIANCE MEMBER
- Director Operations at Health First Health Plans
- Jon Griffith
- ALLIANCE MEMBER
- Chief Operations Officer at Select Health
- Kaitlyn Hammond
- ALLIANCE MEMBER
- Director of Government Programs at Cox HealthPlans
- Nancy Hansson
- ALLIANCE MEMBER
- Quality Improvement Coordinator at Sentara Health Plans
- Jodi Haskin
- ALLIANCE MEMBER
- Vice President, Marketing at Capital District Physicians' Health Plan (CDPHP)
- Patricia Hawkins
- ALLIANCE MEMBER
- Client Services Manager at Alliant Health Plans
- Lori Heinssen
- ALLIANCE MEMBER
- Director Appeals and Grievances at Health First Health Plans
- Rick Heron
- ALLIANCE MEMBER
- Chief Experience Officer at Western Health Advantage
- Elaina Hockaday
- ALLIANCE MEMBER
- Director Health Plan Service at Denver Health Medical Plan
- Brendan Hodges
- ALLIANCE MEMBER
- President/CEO at HealthTeam Advantage
- Sandy Hopkins
- ALLIANCE MEMBER
- Director, Member/Provider Services at Cox HealthPlans
- John Huang
- ALLIANCE MEMBER
- Compliance at Central Health Plan of California
- Jeremy Jones
- ALLIANCE MEMBER
- Director Consumer Sales & Retention at Health Alliance Medical Plans
- Ingrid Jorud
- ALLIANCE MEMBER
- Manager, Quality Performance Improvement at Presbyterian Health Plan
- Elizabeth Jurkowski
- ALLIANCE MEMBER
- Medical Records Review Manager at Health Alliance Medical Plans
- Jordan Kapellusch
- ALLIANCE MEMBER
- Digital Marketing Specialist at Network Health
- Susan Kerrigan
- ALLIANCE MEMBER
- Manager Integrity Auditing and Monitoring at Health First Health Plans
- MWANSA KORANTENG
- ALLIANCE MEMBER
- Commercial Product Analyst at Denver Health Medical Plan
- Denise Krassel
- ALLIANCE MEMBER
- Manager, Vendor Management Operations at Health First Health Plans
- Alan Lederman
- ALLIANCE MEMBER
- Chief Operating Officer at Community Health Plan of Washington
- Brenda Lee
- ALLIANCE MEMBER
- Quality Consultant II at Baylor Scott and White Health Plan
- Jocelyn Ma
- ALLIANCE MEMBER
- Community Outreach Program Manager at Santa Clara Family Health Plan
- Erin Malone
- ALLIANCE MEMBER
- Sr. Director of Client and Provider Services at Alliant Health Plans
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- 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
- Shelly McCombs
- ALLIANCE MEMBER
- Quality and Accreditation Manager at Health New England
- Idrisa Mercer
- ALLIANCE MEMBER
- Population Care Nurse at Sentara Health Plans
- Mark Mixer
- ALLIANCE MEMBER
- Chief Executive Officer at Alliant Health Plans
- Regina Monthony
- ALLIANCE MEMBER
- Marketing at Capital District Physicians' Health Plan (CDPHP)
- Wendy Morris
- ALLIANCE MEMBER
- Transition Care Coordinator at Sentara Health Plans
- Hilairee Mosier Lupkes
- ALLIANCE MEMBER
- Marketing Strategy Manager at Avera Health Plans
- Gregg Mottola
- ALLIANCE MEMBER
- Consumer Retention Manager at Health Alliance Medical Plans
- Nicole Myers
- ALLIANCE MEMBER
- Medicare Stars Program Manager at Sentara Health Plans
- Adrienne Neaderhiser
- ALLIANCE MEMBER
- Director, Member Experience Design at Presbyterian Health Plan
- Steve Neubecker
- ALLIANCE MEMBER
- VP Digital Services at Health Alliance Plan (HAP)
- Tanya Nguyen
- ALLIANCE MEMBER
- Director, Customer Service at Santa Clara Family Health Plan
- Jordan Oakes
- ALLIANCE MEMBER
- Health Innovation Manager at Health Alliance Medical Plans
- Christina Ott
- ALLIANCE MEMBER
- Chief Strategy Officer at Quartz Health Solutions
- Bryan Patros
- ALLIANCE MEMBER
- Customer Experience & Process Improvement Analyst at Sharp Health Plan
- David Pett
- ALLIANCE MEMBER
- Manager of Individual Sales at Health First Health Plans
- MyLinh Pham
- ALLIANCE MEMBER
- Health Education Specialist at Valley Health Plan
- Lee Pritchett
- ALLIANCE MEMBER
- Manager, Medicare Marketing & Communications at HealthTeam Advantage
- Abha Puri
- ALLIANCE MEMBER
- Supervisor, Member Experience at Community Health Plan of Washington
- Jennifer Quadracci
- ALLIANCE MEMBER
- Vice President Community Engagement at Network Health
- Anne Rappert
- ALLIANCE MEMBER
- Lead Community Engagement Coordinator at Network Health
- Amanda Reed
- ALLIANCE MEMBER
- Chief Strategy Officer at Alliant Health Plans
- Eduardo Resendez
- ALLIANCE MEMBER
- Experience Designer - Intermediate at Presbyterian Health Plan
- Chad Rettler
- ALLIANCE MEMBER
- Senior Quality Program Analyst at Network Health
- Sinead Rice Madigan
- ALLIANCE MEMBER
- President and Chief Executive Officer at Health Alliance Medical Plans
- Tim Riley
- ALLIANCE MEMBER
- Chief Information Officer at Network Health
- Pete Roverud
- ALLIANCE MEMBER
- VP of Strategy and Development at PreferredOne
- Mary Ann Salcido
- ALLIANCE MEMBER
- Project Manager at Presbyterian Health Plan
- christina salm
- ALLIANCE MEMBER
- Vice President of Medical Management Operations at Quartz Health Solutions
- John Sanders
- ALLIANCE MEMBER
- Senior Director, Health Plan Operations at Geisinger Health Plan
- Debra Schiffman
- ALLIANCE MEMBER
- Vice President, Operations at Quartz Health Solutions
- Bethany Seefeldt
- ALLIANCE MEMBER
- Communications Manager at Health Alliance Medical Plans
- Kathryn Serenbetz
- ALLIANCE MEMBER
- Individual Product Manager at Avera Health Plans
- 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
- Amber Smits
- ALLIANCE MEMBER
- Health Equity and Quality Revenue Program Manager 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 MetroPlusHealth
- Kristy Stayer
- ALLIANCE MEMBER
- Digital Product Specialist at Geisinger Health Plan
- Phil Taylor
- ALLIANCE MEMBER
- Health Plan Operations Manager at Samaritan Health Plans
- Daniel Trombley
- ALLIANCE MEMBER
- Broker Relations Manager at MediGold
- Tracy Trumble
- ALLIANCE MEMBER
- Customer Service Supervisor at University of Michigan Health Plan
- Travis Turner
- ALLIANCE MEMBER
- SVP, CEO and CPHO at Mary Washington Health Plan
- Eric Vilar
- ALLIANCE MEMBER
- Data Scientist at Health New England
- Kurt Waltenbaugh
- ALLIANCE MEMBER
- Advisor at Unite Us
- Cathy Weber
- ALLIANCE MEMBER
- Quality Program Manager Sr. at Presbyterian Health Plan
- Sherri Wynn
- ALLIANCE MEMBER
- HFHP Directory of Integrity at Health First Health Plans
- Rusty Wyrick
- ALLIANCE MEMBER
- SVP & Chief Transformation & Technology Officer at CommunityCare
- Theresa Zhang
- ALLIANCE MEMBER
- Operations Project Manager at Santa Clara Family Health Plan
- Faith Adams
- SPEAKER
- Senior Analyst at Forrester Research
- John Bell
- SPEAKER
- VP Enterprise Digital Marketing at Travelers
- Nicole Birch
- SPEAKER
- Marketing & Communications Director at LifeBalance Program
- Emily Comfort
- SPEAKER
- Vice President, Health Plans at Rx Savings Solutions
- Amy Lung
- SPEAKER
- Chief Operating Officer at Healthmine
- Joseph Merlino
- SPEAKER
- Principal at Emergent Business at Emergent Business
- Stephen Pappas
- SPEAKER
- CEO at CXStash & Science of CX
- Julia Donald
- SPONSOR
- Associate Account Manager at HealthCrowd
- Christine Gage
- SPONSOR
- Senior Engagement Strategist at Icario
- David Gallegos
- SPONSOR
- SVP Consulting Services at Optum Advisory
- Colin Hadican
- SPONSOR
- SVP, Business Development Health Plan Market at Zelis Healthcare, LLC
- David Lynch
- SPONSOR
- Senior Vice President, Growth & Business Development at Healthmine
- Jackie Maynard
- SPONSOR
- Vice President, National Accounts at HealthCrowd
- Linda McDonald
- SPONSOR
- VP, Sales & Member Engagement at Clarity Software Solutions
- Zach Schaefer
- SPONSOR
- VP Sales, Health Plan Market at Zelis Healthcare, LLC
- Danielle Shupe
- SPONSOR
- Events & Project Coordinator at Icario
- Sheryl Zarozny
- SPONSOR
- Vice President Advisory at Optum Advisory
- Scott Zurich
- SPONSOR
- SME Communications at Zelis Healthcare, LLC