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.
Ushur enables enterprises to intelligently automate and digitally transform their end-to-end customer–facing workflows through its AI-powered, no-code and cloud-native automation platform. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s intelligent process automation solutions for customer engagement are currently in production at some of the leading insurance providers across the globe including Irish Life, Unum, Aetna, and Tower Insurance.
As a national consulting firm that was born in technology and built for business, we partner with organizations who want to drive progress, and deliver results.
In healthcare, we build multidisciplinary teams that combine the industry and technology experience you need to address your challenges, and the operational skills to make sure change happens—and sticks. Because we are 100% employee owned, your success is our success.
We work in diverse, multidisciplinary teams made up of industry, operational, and technical experts who break down silos and create quantifiable, financial value for our clients.
Keynote Panel: How Digital Transformation Has Enhanced Member Experiences and Engagement, Beginning at Open Enrollment
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 plan understanding, care, social needs, and more, and developing strategies that improve member communications, experiences, benefits utilization, and overall health outcomes. Plus, dive deeper into discussion around the members’ care journey – starting with how plans can improve engagement, efficiency, workflows, and the bottom line, beginning with the Open Enrollment period.
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 benefits enrollment, plan, and health resources
Rethink chronic condition management and new opportunities to identify, reach, and engage members
Identify common pain points for members and the plan – particularly those that are critical, predictable, and high volume – during times such as Open Enrollment where digital tools and technologies can create a more frictionless experience that continues throughout the plan year
Discuss ways to personalize and prioritize proactive outreach initiatives for an improved member experiences and outcomes
Integrate new technologies into existing workflows and consider a member’s global care journey
Discuss ways plans are making it easier for consumers beginning with the enrollment journey, and then ongoing, where the option of digital self-service are most beneficial
Balance digital offerings with traditional strategies (in person, mail, etc.) to meet members where they are, and how they most want to engage for each interaction
Ferris Taylor Executive Director HealthCare Executive Group (HCEG) View Bio
Executive Director HealthCare Executive Group (HCEG)
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.
Meredith Barnes-Cook Global Head of Insurance Ushur View Bio
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
Global Head of Insurance Ushur
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.
Vice President, Enterprise Architecture and Capability Product Management Premera Blue Cross
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
Rebecca A. Stametz
Rebecca A. Stametz
Vice President, Digital Transformation Office, Steele Institute for Health Innovation Geisinger
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.
Executive Vice President of Digital Experience and Product Engineering Anthem
1:00 – 2:00 pm
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 harness the power of the data at their disposal, what are some business case-driven ways to transform decision support across the enterprise?
The response to this is something we call "insight democratization," and 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 that starts with a focus on value
Avoid letting 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
Director, Technology West Monroe
Principal, Healthcare & Life Sciences West Monroe
Director, Healthcare & Life Sciences West Monroe