July 28, 2021 • 12:00 PM - 2:00 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 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

Moderator:

Ferris Taylor
Ferris Taylor
Executive Director
HealthCare Executive Group (HCEG)
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Panelists:

Meredith Barnes-Cook
Meredith Barnes-Cook
Global Head of Insurance
Ushur
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Hans Schumacher
Hans Schumacher
Vice President, Enterprise Architecture and Capability Product Management
Premera Blue Cross
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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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Geeta Wilson
Geeta Wilson
Executive Vice President of Digital Experience and Product Engineering
Anthem
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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
Probal Hasan
Director, Technology
West Monroe
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Gina Lusch
Gina Lusch
Principal, Healthcare & Life Sciences
West Monroe
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Sumitro Sarkar
Sumitro Sarkar
Director, Healthcare & Life Sciences
West Monroe
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Contact



General Inquiries:

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

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