As health plans implement strategies to transform their business into customer centric organizations, essential to their success will be new customer service models supporting marketing, communications and benefit design strategies. To remain competitive in the changing health care landscape The Leadership Summit on Creating a Customer Centric Organization for Health Plans will discuss how health plans should re-assess their customer service practices to ensure they implement "new" service models that meet the needs of their members.

• Creating an Internal Culture of Service Excellence
• Integrating Social Networking Tools as Increased Contact Points
• Cultivating and Sustaining Employee Engagement Initiatives
• Designing Concierge Customer Service Models
• Single Call Resolution Tactics