June 28, 2021 • 12:00 PM - 4:00 PM ET


The age of consumerism entered a new era during the pandemic. Consumers showed a growing willingness to seek out and receive information through different channels, embrace technology, and accept new care delivery models. Health plans showed great innovation and agility over the past year as well. We’ve seen new ways to target, personalize, and connect with members, and a variety of efforts to address whole person care, including an increased focus on how plans can support members’ social determinants of health and address health inequities. This webinar series highlights the strategies and innovations that leading health plans are – and should be – considering to enhance member engagement, create a more optimal consumer experience, and ultimately help the populations that they serve achieve better health outcomes.



Webinar Agenda:


12:00 – 1:00 pm

Keynote Panel: How Health Plans Are Enhancing Member Engagement and Experience to Improve Acquisition, Satisfaction, and Retention

This panel of health plan leaders shares examples and insights around how they have enhanced their marketing and engagement strategies to meet members where they are and enhance the consumer experience to better attract and retain members.

  • Hear real world success stories, and considerations that must be made to adapt and implement innovative engagement approaches into your marketing strategy
  • Explore how and where organizations are spending time and resources to provide a frictionless experience for members
  • Examine novel ways organizations are approaching segmentation, targeting, and hyper-personalization
  • Discuss the channels and types of communications deployed to empower members to be more informed and engaged in their care
  • Use data-driven insights to strengthen marketing and engagement tactics and campaigns

Moderator:

Paige Minemyer
Paige Minemyer
Senior Editor
Fierce Healthcare
View Bio


Panelists:

Mack McGee
Mack McGee
Vice President and Chief Marketing Officer
CareFirst BlueCross BlueShield
View Bio
Cyndie O’Brien
Cyndie O’Brien
Chief Sales, Marketing, and Retention Officer
Aspire
View Bio
Craig Riner
Craig Riner
Senior Vice President, Strategic Marketing
Highmark
View Bio



1:00 – 2:00 pm

Break Through the Member Engagement Barrier with AI and Innovative Advocacy Models

The J.D. Power 2021 U.S. Commercial Member Health Plan Study SM found member contact lifts health plan member satisfaction. Yet, 37 percent of members, and nearly half of Pre-Boomers and Boomers, had no engagement with their health plan in the past year. That’s why plan sponsors are increasingly exploring point solutions to better engage their employees in their health benefits, wellness, condition management, and other population health services to improve outcomes and better manage the costs of their populations. The competitive threat from third-party member engagement solutions emphasizes the need for health plans to better demonstrate value to their employer clients.

Health plans are set up to succeed: they have the most comprehensive view of the member, an already-established relationship with the member, and investments in the resources and personnel for members services and care management programs that knowingly make a difference. Explore the areas where health plans can invest so purchasers have no need to look for outside solutions to fill the gap.

  • Discuss the innovative and differentiated strategies health plans are using to engage members in all risk tiers
  • Outline data-driven strategies to identify and stratify populations, conduct population analysis, and utilize predictive models.
  • Optimize first point of contact engagement with member services, advocacy, and navigation teams
  • Conduct proactive outreach to escalate and prioritize cohorts of members that are higher risk
  • Increase digital engagement and coordinate initiatives with human outreach for an improved member journey
  • Provide an active support system for targeted cohorts within the rising- and high-risk tiers and scalable solutions for larger populations
  • Drive program enrollments into existing health plan resources and programs
  • Demonstrate increased value to employers by using engagement analytics to optimize strategies and show results
Meredith Rutala Williams
Meredith Rutala Williams
Senior Product Portfolio Manager
Geneia
View Bio



2:00 – 3:00 pm

Drive Member Engagement by Leveraging Innovations in Teledentistry and Mobile Communications

Teledentistry, previously considered a trending niche innovation in dental care, has now become a critical delivery model for dental carriers, dentists, and patients. Mobile applications that enable teledentistry services, along with other mobile communications programs can help amplify your member outreach and engagement efforts to drive better health habits and consumer loyalty. Learn about solutions that increase access to dental care, reduce the fear factor, improve customer satisfaction and retention, and reduce costs for all participants.

  • Discuss the rise of teledentistry – How and why it’s become a popular model of care
  • Gain insight into the association between preventive dental care and lower medical costs for members with chronic conditions
  • Explore ways to influence and inspire members to seek preventive dental care through various communications platforms
  • Examine how to improve the work stream by using teledentistry as opportunities for members to engage with dentists, get second opinions, and maximize each in-person dental visit
  • Hear how the introduction of a teledentristy app for dental consults resulted in increased engagement and plan utilization and improved member satisfaction and retention
Mike Davis
Mike Davis
President/Founder
Dominion National
View Bio
Chekesha Kidd
Chekesha Kidd
CEO
DigiBite
View Bio
Jeff Schwab
Jeff Schwab
Vice President, Marketing
Dominion National
View Bio




3:00 – 4:00 pm

How Digital Engagement is Taking the Member Experience to New Heights – Insights and Results from the Voices of the Medicare Consumer and Agent Surveys

The right digital connection is more important than ever to take your members on a positive member journey (from acquisition to retention) and provide an optimal customer experience that is ultimately reflected in higher Star ratings. When we listen to our members and agents, and they tell us what we need to hear to improve their journeys. And, when health plans strengthen bonds between FMOs, agencies, and eBroker partners through increased distribution, these new connections lead to greater plan visibility proven to drive better outcomes. Hear the results of two surveys to discover powerful Medicare industry trends and gain insights on how technology is driving unprecedented engagement.

  • Explore how today's consumer is demanding more and fearing less and why transparency and trust are key to building member loyalty
  • Identify valuable technology touchpoints for each part of the member journey
  • Share proactive versus reactive strategies being used to engage members
  • Discuss how an all-access network brings health plans closer to insurance agencies by creating greater plan visibility to deliver exceptional results on both sides of theindustry
Jason Schmittgens
Jason Schmittgens
Account Executive
ConnectureDRX
View Bio
Amanda Woodman
Amanda Woodman
Health Plan Sales Executive
ConnectureDRX
View Bio



Contact



General Inquiries:

World Congress Customer Relations
Phone: 781-939-2400
Toll-free: 800-767-9499
Email: wcreg@worldcongress.com

Receive Email Updates

Be the first to learn about our upcoming events, promotions and news.