December 3, 2020 • 1:00 PM - 2:00 PM ET
Recent industry changes have upended traditional communication channels, marketing strategies, and industry expectations – creating a great deal of uncertainty. To be successful in such a rapidly evolving system, health plans must find innovative ways to quickly transform their member experience and drive outsized outcomes. Hear marketing leaders in the health payer space discuss how they are staying ahead of the curve, anticipating new and upcoming trends, and modernizing the member experience using a new, frictionless channel to enable an engaged, educated, and healthier population.
- Identify common trends and challenges health plans are facing, especially in light of the pandemic
- Learn how top health plans are innovating to stay ahead of the curve and make it easier for members to stay healthy, informed, and to take action
- Share real world strategies and examples of frictionless communications that have transformed the member experience to drive better, outsized outcomes
Webinar Speaker
Matt Gillin
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Matt Gillin
Co-Founder and CEO Relay Network |
Matt Gillin is the CEO and co-founder of Relay Network, the only provider of a dedicated CX channel designed to maximize customer engagement, education, and profitability. Matt has been an active entrepreneur and pioneer for over 20 years. Prior to founding Relay, Matt was the CEO and co-founder of Ecount, an electronic payments company that was acquired by Citi in 2007. The business, renamed Citi® Prepaid Services, grew to become the world’s first truly global prepaid solution provider, issuing more than $4B in payments annually for 2,000 corporate clients in 20 countries. Matt holds three patents in the US patent office for his inventions. He is a multiple award-winning executive including being named PACT’s IT Innovator of Excellence, Ernst & Young Entrepreneur of the Year, and Eastern Technology Council’s CEO of the Year. Matt speaks often on how to build successful businesses and the future of customer experience. Matt holds a B.A. from Denison University.
Lindsey Knight
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Lindsey Knight
Director, Marketing Strategy, CRM and Member Engagement Highmark Health |
Lindsey Knight currently serves as the Director, Strategic Marketing CRM & Member Engagement for Highmark Health, a nearly $18 billion national health and wellness organization that employs over 35,000 employees and services more than 50 million Americans in all 50 states and the District of Columbia across its diverse portfolio of healthcare-related businesses. In her current role, Lindsey is overseeing the development of the CRM (customer relationship management) technology and practice at Highmark. She is leveraging her extensive experience in customer loyalty and CRM to transform data-driven member and patient journeys. She drives engagement efforts to improve care utilization, preventive health, satisfaction and loyalty for Highmark and AHN. She has great passion around putting her members/patients first and is proud to be part of an organization who places so much value on the member experience. Lindsey has over 15 years of experience developing loyalty and CRM programs with her extensive casino, retail and consulting background. She attended Kent State University, where she earned a Bachelor of Arts degree in Business Administration.
Erin O’Connell
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Erin O’Connell
Manager, Direct Marketing Blue Cross and Blue Shield of Minnesota |
Erin O’Connell has spent the last 20 years primarily focused on customer experience and engagement. She has worked in several different roles at Best Buy for the first 15 years of her career, managing loyalty operations, multi-channel operations (including dot com white-label and customer care for connected products) and post-purchase email journeys. Retail experience translated nicely to health care in building 1:1 communication strategies at Blue Cross and Blue Shield of Minnesota. Using email and Relay’s CX Channel, Erin has worked on communications that help drive plan understanding and utilization across lines of business, creating stronger relationships/retention and increasing net promoter score (NPS).
Erin Thurston
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Erin Thurston
Marketing Director Independence Blue Cross |
Erin Thurston is the Member Marketing Direction at Independence Blue Cross (Independence). She is accountable for under 65 prospect and member marketing strategies and execution, Her team leverages a multi-channel engagement approach, including direct mail, email, text/ SMS, and community marketing. Erin is entering her tenth year at Independence, fourth year in her current role with previous experience in product development and customer relationship management. Prior to joining Independence, Erin spent time at the American Cancer Society and American Heart Association. Erin is a graduate of California University of Pennsylvania with a Bachelor’s and Master’s in Business Administration.
Relay
Relay is the industry’s only dedicated, HIPAA-compliant CX channel, driving significantly better engagement and outcomes by marrying the high initial customer engagement of text with customer data and known action paths to enable a seamless and frictionless digital member experience.
