Member Experience Toolkit

Lightbulb Moment: Experience Design Program Model, Presbyterian Health Plan
Presbyterian Health Plan shares details on their XPD model for enhanced member experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Customer First Culture, Quartz Health Solutions
Quartz Benefits provides their view on how to build a strong customer-centric culture at your health plan. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Consumerism and Experience in Healthcare, SelectHealth
SelectHealth shares their take on where health plans should focus their efforts for enhanced customer experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Medicare Member Engagement Events, SummaCare
SummaCare provides details on their yearly Medicare Member Expo and how they’ve pivoted during the pandemic. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Our CX Approach, Neighborhood Health Plan
Neighborhood Health Plan discusses how they have changed their approach to customer experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Walk-In Solutions, Avera Health Plans
Avera Health Plans discusses how they have enhanced their member experience via walk-in solutions. Shared at the Member Experience Summit 2020.

Lightbulb Moment: The Cox Health Member Experience, Cox Health Plans
Cox Health Plans takes us through their member experience journey. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Prioritizing Feedback to Improve the Member Experience, HAMP
Health Alliance Medical Plans shares the steps they have taken to improve their member experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: The Customer Experience Journey, Health New England
Health New England provides a comprehensive look into how they have enhanced their customer experience journey. Shared at the Member Experience Summit 2020.

Presentation: A New Infrastructure to 'Effective Engagement'
An in-depth e workshop exploring the health plan's role in driving effective consumer engagement, from a builder of all experiences to a platform in which experiences holistically fit. This session took place at the Member Experience Summit September 2020.

Presentation: Driving Digital Transformation - The Future of Member Experiences
An in-depth e workshop exploring the health plan's role in driving effective consumer engagement, from a builder of all experiences to a platform in which experiences holistically fit. This session took place at the Member Experience Summit September 2020.

Presentation: Experiences and Platforms
An in-depth e workshop exploring the health plan's role in driving effective consumer engagement, from a builder of all experiences to a platform in which experiences holistically fit. This session took place at the Member Experience Summit September 2020.

Presentation: Salesforce Member 360
An in-depth e workshop exploring the health plan's role in driving effective consumer engagement, from a builder of all experiences to a platform in which experiences holistically fit. This session took place at the Member Experience Summit September 2020.

Recording: Designing an Innovation Eco-system to Accelerate Change - September 1, Session 1
John Bell shares how an adjacent industry and others plan for “innovation with velocity.” Shared at the Member Experience Summit 2020.

Recording: Superior MX in a WFH Environment - September 2, Session 1
Stephen Pappas, Sara Gallegos, John Sanders, and Natalija Burns discuss all aspects of moving to a WFH model in a time of crisis. Shared at the Member Experience Summit 2020.