Member Experience Toolkit

NOTE: You must login to your Alliance account to access the articles and resources below. Some content may only be accessible to Alliance members.

 

8/31/2021

Case Study: Change Healthcare and Driscoll Health Plan - Core System Digital Transformation
Change Healthcare provides results on how they assisted Driscoll Health Plan with migrating from a long-time, third-party administrator to in-house operations while implementing a new administrative system with limited resources.

8/13/2021

The Checklist for Effective Member Engagement in 2021
HealthMine has created a timely and actionable checklist to help health plans improve their member engagement. This resource evaluates your member engagement solution and strategy in 5 key areas to help you reach, engage, and delight more members.

8/10/2021

Article: Gamification in healthcare only works if you can measure it
MedeAnalytics discusses how health plans can use gamification to better serve their members.

6/27/2021

Recording: Avera case study: Engaging members with 1:1 outreach and motivational interviewing
Avera Health Plans describes how their team uses motivational interviewing to encourage individuals to engage directly in their health care to close gaps and improve outcomes. Avera leaders walk attendees through this evidence-based approach, identifying and strengthening individuals’ reasons to change behaviors.

5/19/2021

CDPHP Master Inventory Tracker
As part of the Member Experience Learning Collaborative, the CDPHP member engagement team and their vendor partner Engagys share their transition from a physical/print environment to a primarily digital communication platform. Learn how they built their business case and funded the transition.

5/18/2021

Presentation: Transforming your digital experience from the inside out
As part of the Member Experience Learning Collaborative, the CDPHP member engagement team and their vendor partner Engagys share their transition from a physical/print environment to a primarily digital communication platform. Learn how they built their business case and funded the transition.

5/18/2021

Recording: Transforming your digital experience from the inside out
As part of the Member Experience Learning Collaborative, the CDPHP member engagement team and their vendor partner Engagys share their transition from a physical/print environment to a primarily digital communication platform. Learn how they built their business case and funded the transition.

3/1/2021

Presentation: COVID and the Health Plan Customer - A Roadmap for Vaccination Outreach
As part of the Member Experience Learning Collaborative, WundermanThompson Health shares best practices on building trust among your health plan members by assisting them during the COVID vaccination rollout.

2/9/2021

Recording: What Cher Has To Do with the Customer Experience - February 2, Session 1
Welltok discusses how to focus on building trusting and long-term relationships with your customers. Shared at the Member Experience Micro Summit 2021!

2/4/2021

Recording: Collecting, analyzing, presenting, and using VoC data - February 2, Session 3
Providence Health Plans shares their tools, collection methods, and analytical resources need to designing the structure of a voice of the customer program during the Member Experience Micro Summit, February 2, 2021.

2/4/2021

Recording: Designing the structure of a VoC prgram - February 2, Session 3
Community Health Options shares their case study on designing the structure of a Voice of the Customer program as well as collecting, analyzing, presenting, and using VoC data during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Recording: Presentation: Building or Buying: The infrastructure, tools, and resources for a VoC program - February 2, Session 4
Presbyterian discusses selecting the right business partners and determining what to outsource and what to do in-house can make or break your VoC program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Recording: Sustaining a VoC program for the long-term - February 2, Session 4
Quartz discusses , how are you measuring success and incorporating your lessons learned as you adapt your VoC for the long term? Your journey will not be a straight line. How do you use your roadmap to adapt and grow along the way? Discussed during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Building or Buying: The infrastructure, tools, and resources for a VoC program - February 2, Session 4
Presbyterian discusses selecting the right business partners and determining what to outsource and what to do in-house can make or break your VoC program during the Member Experience Micro Summit, February 2, 2021.

2/2/2021

Presentation: Sustaining a VoC program for the long-term - February 2, Session 4
Quartz discusses , how are you measuring success and incorporating your lessons learned as you adapt your VoC for the long term? Your journey will not be a straight line. How do you use your roadmap to adapt and grow along the way? Discussed during the Member Experience Micro Summit, February 2, 2021.