Member Experience Toolkit

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  • 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.
  • 2/27/2019
  • 2019 Top Payer-Provider Priorities
  • Shared challenges and opportunties drive this overview of top payer-provider priorities. Based on a survey conducted by Modern Healthcare for Optum.
  • 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.
  • 2/20/2019
  • Marketing Maturity Curve
  • Wunderman Health provides a snapshot of the marketing maturity curve depicting the transition from campaign-focused to customer-focused levels.
  • 10/1/2018
  • Idea Couture Workshop-A New Way of Looking at Consumers
  • Idea Couture provides worksheets for health plan members to use in defining customer needs and developing solutions. This workshop was held at the Member Experience Value Visit held in San Diego September 12-14, 2018. Workshop activity output is included in the document.
  • 9/14/2018
  • Presentation: Improving the Member Experience Through Enhanced
  • RedCard discusses ways to improve health plan branding, reduce operational costs and improve the member experience for critical communications. This information was shared at the Member Experience Value Visit held in San Diego September 12-14, 2018.