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.

7/11/2019

Presentation: Enhancing the member experience by aligning advanced care with member values and wishes
During this session, Care N Care describes how their program improves member experience during the trying times of advanced illness and end of life by aligning care with values and wishes. This presentation took place on July 11, 2019 during the Member Experience meeting held in Frisco, TX.

7/11/2019

Presentation: Advanced analytics and targeted communications that drive members to take action
Geisinger Health Plan is using a smart mix of advanced analytics and targeted communications to drive members to take action. This presentation took place July 11, 2019 during the Member Experience value visit held in Frisco, TX.

7/11/2019

Presentation: Reducing the trend of high ER utilization
Avera Health Plan shares how they are trying to reduce the trend of high ER utilization. This presentation took place on July 11, 2019 during the Member Experience value visit held in Frisco, TX.

7/11/2019

Presentation: Developing the maturity level of your VOC program
Quartz Health Solutions shares how they developed their VOC program. This presentation took place July 11, 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.

6/27/2019

Recording: GPO Spotlight: Health, Happiness, and Savings: Increasing Member Engagement and Satisfaction with the LifeBalance Program
LifeBalance provides an overview of its services, its work with other Health Plan Alliance plans like the Providence Health Plan, and examples of its successful engagement strategies and tactics.

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.

2/19/2019

Presentation: 5 Themes That Will Drive Healthcare Marketing in 2019
Lindsay Resnick, Wunderman Health, shares his insights on 5 themes that health plan marketers and customer experience managers should be focusing on in 2019 to keep pace with customer expectations.

11/8/2018

Member Engagement Myth: Health plan diplomacy - Moving from engagement to behavior
In this Executive Briefing, the Health Plan Advisory Council describes the need for diplomacy, and outlines how health plans must strike the right balance of activity to reach members without overwhelming them.

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.