Member Experience Toolkit

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9/14/2018

Presentation: Fluent - Measuring Customer Experience Enterprise-wide
Fluent Health by Presbyterian discusses best practices for measuring customer experience enterprise-wide. This presentation occurred at the Member Experience value visit in San Diego on September 12-14, 2018.

9/14/2018

Presentation: ROI on CX - A Marketer's Perspective
Network Health Plan shares the tangible and intangible rewards of investing in CX. This presentation occurred at the Member Experience value visit held in San Diego September 11-13, 2018.

9/13/2018

Presentation: Driving Plan Performance with a Unified Consumer Experience
NovuHealth explores the top challenges health plans face today and how an effective member engagement strategy can help address them. This presentation occurred at the Member Experience value visit in San Diego on September 12-14, 2018.

9/13/2018

Presentation: Consumerism and the Financial Burden of Healthcare
AccessOne presents on patient financing as a part of consumerism strategy. This discussion occurred at the Member Experience value visit in San Diego, September 12-14, 2018.

9/13/2018

Presentation: Leading Edge - MultiPlatform Strategies
Zipari shares solutions for leveraging consumer experience technology to boost member engagement and lower costs. This was shared at the Member Experience Value Visit in San Diego on September 11-13, 2018.

9/13/2018

Presentation: How to Operationalize the Sharp Experience
Sharp Health Plan shares their customer experience journey best practices and lessons learned. This presentation occurred at the Member Experience value visit in San Diego on September 12-14, 2018.

9/12/2018

Presentation: Workshop - A New Way of Looking at Consumers and Translating What You Learn Into Products, Services and Operations
This Idea Couture workshop uses real examples from members to explore how to approach creating the customer experience in new ways. The workshop occurred at the Member Experience value visit in San Diego, September 12-14, 2018.

9/12/2018

Presentation: Customer Centricity
SelectHealth provides insights and best practices for building a culture of customer centricity. The presentation occurred at the Member Experience value visit in San Diego, September 11-13, 2018.

9/12/2018

Presentation: Culture Matters - A Conversation with the Executive CMO one of America's Largest FQHC
ConsejoSano and Borrego Health share insights on multicultural patient engagement by defining culture, exploring why culture matters, and what to do about it. This was shared at the Member Experience Value Visit in San Diego on September 11-13, 2018.

3/6/2018

Recording: Journey Mapping 2.0
Laure Plitt of Johns Hopkins Healthcare kicks off the member discussion about various forms and methods of journey mapping they've been doing in the past two years. Then members engage about their experiences.

10/13/2017

Presentation: Case Study - Creating an enterprise-wide customer experience culture
Melissa Cook, President and CEO of Sharp Health Plan shares her health plan and health system's journey of creating a customer focused culture.

10/6/2017

Audio: Customer Service Innovations
When it comes to customer service, health care and airlines have a lot in common and that is not a good thing. David Neeleman, founder of JetBlue, shares how to create a culture of CX that dazzles your customers, rewards good employees, improves efficiency and ultimately improves your bottom line.

9/28/2017

Presentation: Case Study: Leveraging Employee Engagement to Drive Member Engagement
In 2012, Network Health began a journey to revitalize its brand and expand its geographic footprint. One of the most effective components in that work has been the contributions of the 425 associates at Network Health. Penny Ransom, CAO, Network Health, discusses the tactics, results and lessons learned in the last five years.

9/28/2017

Presentation: Case Study: The Fluent Customer Service Center Leveraging the Advantages of an Integrated Healthcare System
The Fluent Customer Service Center provides a unique model that brings together member and patient customer service activities that are typically disconnected and not integrated. This model gives customers the ease of calling one dedicated customer service center to meet all of their needs.

9/28/2017

Presentation: Net Promoter Score and CX Benchmark Metrics
Health First share's their plan's experience and learnings through implementation and maintenance of the Net Promoter Score - NPS - program.