July 28, 2021 • 12:00 PM - 3:00 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.

Keynote Panel: How Digital Transformation Has Enhanced Member Experiences and Engagement

Health plans’ digital transformation was well underway when the pandemic began; yet the number of innovations that health plans have introduced – and consumers have embraced – over the past year has accelerated at a rapid pace. During this panel discussion, learn how leading health plans are approaching digital innovation and transformation, garnering insights about their members to address gaps in care, social needs, and more, and developing strategies that improve member communications, experiences, and overall health outcomes.

• Learn how leading organizations have embraced digital tools and technologies to improve health plan operations and enhance member engagement and experiences
• Explore the concept of a “digital front door” and design experiences that are integrated and help members easily navigate plan and health resources
• Rethink chronic condition management and new opportunities to identify, reach, and engage members
• Discuss ways to personalize and prioritize outreach initiatives for an improved member experiences and outcomes
• Integrate new technologies into existing workflows and consider a member’s global care journey
• Balance digital offerings with traditional strategies (in person, mail, etc.) to meet members where they are, and how they most want to engage

Moderator:

Ferris Taylor Executive Director HealthCare Executive Group (HCEG) View Bio

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Ferris Taylor

Ferris Taylor Executive Director HealthCare Executive Group (HCEG)

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Ferris W. Taylor is Executive Director of the HealthCare Executive Group (HCEG), a national network of thought leaders focused on innovation and technology to grow, share and reshape healthcare.

Prior to becoming Executive Director, Taylor served on the Board of Directors of HCEG as the COO of Arches Health Plan in Salt Lake City, Utah.

Taylor founded Pragmatic Health Care Solutions, a healthcare strategy and market positioning firm, and has served as VP of Payer Market Strategy at Optum, VP Marketing and Planning at Partners Healthcare and head of Marketing Information Services at Harvard Pilgrim Health Care.

Taylor is a Brigham Young University graduate in Nuclear Physics with an MBA in finance and quantitative economics. He also graduated from the GHAA/AHIP Executive Program in Managed Care at the University of Missouri.

Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Panelists:

Hans Schumacher Vice President, Enterprise Architecture and Capability Product Management Premera Blue Cross View Bio

Rebecca A. Stametz Vice President, Digital Transformation Office, Steele Institute for Health Innovation Geisinger View Bio

Geeta Wilson Executive Vice President of Digital Experience and Product Engineering Anthem View Bio

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Hans Schumacher

Hans Schumacher Vice President, Enterprise Architecture and Capability Product Management Premera Blue Cross

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Hans Schumacher is the Vice President of Enterprise Architecture and Capability Product Management for Premera Blue Cross. In his role, Hans is responsible for translating from enterprise strategy to business and technology change across people, process and tools that span markets, products, channels and capabilities. He has a passion for systems thinking, business models, enterprise operating models, and improving the healthcare experience and outcomes at a lower cost.

Hans joined Premera in 2019 from The Boeing Company. Over a 17 year career Hans held a variety of leadership roles in digital transformation, digital products and airline customer support including program and project management, portfolio management, strategy, business and technical architecture, product management, user experience and IT consulting.

Hans received a master’s degree in software design and management from Carnegie Mellon University and a bachelor’s degree in Business Administration from Western Washington University

Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Rebecca A. Stametz

Rebecca A. Stametz Vice President, Digital Transformation Office, Steele Institute for Health Innovation Geisinger

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Rebecca A. Stametz is the Vice President for Digital Transformation within the Steele Institute for Health Innovation at Geisinger. Rebecca is an accomplished healthcare transformation executive with over 15 years of experience focused on strategic design, development, and deployment of end-to-end consumer digital strategies, including building custom solutions for the healthcare marketplace.

Rebecca serves as the executive leader of Geisinger’s Digital Transformation Office (DTO), a cross-functional business division that is a governing body and catalyst to realize a unified end-to-end enterprise digital transformation strategy focused on the consumer. The digital strategy is an amplifier to the enterprise priorities leveraging digital health platforms to manage overall health, accelerating virtual care, self-service, and increasing market advantage. The DTO is comprised of multi-disciplinary experts deploying experience design, strategy development, product development, health information technology and informatics.

She earned her Doctor of Education in adult education from Pennsylvania State University. She holds a Master of Public Health from East Stroudsburg University and a Bachelor of Science in exercise science from Bloomsburg University.

Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Geeta Wilson

Geeta Wilson Executive Vice President of Digital Experience and Product Engineering Anthem

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Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Use Data Analytics and Insights to Address Business Problems that Improve Member Experience and Engagement

Member engagement and experience strategies should be grounded in data. As health plans continue to drive towards a data-driven culture, consider ways your organization can unlock a wealth of insights to enable those across the enterprise to make data-driven decisions. We call this "insight democratization," and in this session we’ll share how and why it's the shortest route to a data-driven culture capable of addressing business problems that impact member experience and engagement.

In this session, you’ll learn how to

• Create a data-driven culture by starting with a focus on value
• Don’t let the hype around AI and ML distract you from identifying business problems first, then uncovering how data analytics can help solve them
• Realize ways to embody the principle that anyone in the enterprise should have the ability to generate insights from data to support the decisions they make
• Unlock insights to address the business problems that impact member experience and engagement

Probal Hasan Director, Technology West Monroe View Bio

Gina Lusch Principal, Healthcare & Life Sciences West Monroe View Bio

Sumitro Sarkar Director, Healthcare & Life Sciences West Monroe View Bio

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Probal Hasan

Probal Hasan Director, Technology West Monroe

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Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Gina Lusch

Gina Lusch Principal, Healthcare & Life Sciences West Monroe

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Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Sumitro Sarkar

Sumitro Sarkar Director, Healthcare & Life Sciences West Monroe

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Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

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Open Enrollment and AI: Steps to Improve Engagement and Efficiency

How can we make the consumer experience simpler, more engaging, and more efficient, particularly during such a critical period as Open Enrollment? Where can automation and personalization help make the member’s journey more frictionless? How can you make the experience more personalized and conversational, particularly through the enrollment journey? As much as possible, where can you create micro-engagements with consumers – brief interactions through a light touch where the member reaches in, and the plan reaches out – to make the simple inquiries more efficient and enjoyable, for both the members and your business? And, how are you considering all of this while layering in human interaction, or at least the ability for members to make that choice? During this panel discussion, hear insights on these types of questions and more as health plan leaders consider ways to improve engagement, efficiency, workflows, and the bottom line, particularly during the Open Enrollment period.

• Discuss ways plans are making it easier for consumers during the enrollment journey, including where technology, automation, personalization, and human interactions are most beneficial
• Identify common pain points for members and the plan – particularly those that are critical, predictable, and high volume
• Share ways that improving the member experience also benefits the plan culturally, operationally, and financially
• Examine opportunities for process improvements, workflow enhancements, cost savings, and increased employee satisfaction and retention

Meredith Barnes-Cook Global Head of Insurance Ushur View Bio

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Meredith Barnes-Cook

Meredith Barnes-Cook Global Head of Insurance Ushur

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Meredith is the Global Head of Insurance at Ushur where she is focused on transforming how insurance companies interact with their customers, agents, brokers, members, and claimants. She has more than 30 years of insurance industry leadership experience spanning business systems, operations, product and customer service. She began her career as a claims adjuster and as an executive at Liberty Mutual she led countless digital and organization transformations across Claims, Managed Care, Policy, Underwriting, Risk Control and Contact Centers. She played a key role in bringing new insurance products, technology solutions and services to market, and providing a top-tier customer experience through the optimal balance of automation and people. Prior to joining Ushur, as an industry consultant she provided strategic guidance to a diverse audience including insurance carriers, software providers, business process outsourcing firms and investors.

Speaking at these upcoming events:

• Enhancing Member Engagement and Consumer Experience – Webinar Series Part 2
  July 28, 2021 • 12:00 PM - 3:00 PM ET | Live Webinar

Close