Member Experience Toolkit

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.

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.

Presentation: 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.

Presentation: 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.

Presentation: What Cher has to do with the customer experience - February 2, Session 1
Welltok highlights the greatest hits when creating memorable member experiences and getting a standing ovation. Shared at the 2021 Member X Micro Summit.

Presentation: Identifying the "why and the "what when building a VoC Program, Session 2
AvMed discusses how making your business case and securing executive support for your VoC program during the Member Experience Micro Summit, February 2, 2021.

Presentation: Garnering support for a VoC program - February 2, Session 2
CDPHP provides questions to ask when designing your VoC program, starting with cadence and timing, methods, and targets during the Member Experience Micro Summit, February 2, 2021.

Recording: Identifying the "why and the "what when building a VoC Program - February 2, Session 2
AvMed discusses how to make your business case and secure executive support for your VoC program during the Member Experience Micro Summit, February 2, 2021.

Agenda: Member X Micro Summit 2021 - Hearing the Voice of Your Customer
As part of the Member Experience Learning Collaborative, Alliance health plan members and partners reconnect this February to hear industry experts and thought-provoking member case studies. Designed like a "survey course", participants in this workshop will learn from their collective experience in designing, building, and maintaining a Voice of the Customer program that is strategic, long-term, adaptable, and successful.

Welltok: Guide to Incentive Optimization
Motivating consumers in this disconnected world to take action is more difficult, more important for health outcomes, and more important for reducing costs than ever before. Yet, the reality is that it’s also harder than ever to connect with and engage consumers. Download our guide for best practices for maximizing health-related outcomes by designing an optimal rewards program today.

RxPartner Member Experience Presentation
RxPartner provides information on how to improve MX by lowering drug costs, using their innovative platform.

Lightbulb Moment: Going Above and Beyond Member Experience, HealthTeam Advantage
HealthTeam Advantage provides a quick look into their Healthcare Concierge Model. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Building an Exceptional Member Experience, IU Health
IU Health describes the steps they have taken towards building and exceptional member experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: The Network Health Customer Experience, Network Health
Network Health shares their simple approach to delivering an outstanding customer experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: An Effective Member X Culture, Sentara Health Plans
Sentara Health Plans shares their view on fostering a healthy Member X culture for your health plan. Shared at the Member Experience Summit 2020.