The shift to exchanges and consumerism has motivated plans to interact directly with consumers and listen to their members. This interaction takes place first in the customer service/member service department. Thus, it is vital for plans to put this at the forefront of their business transformation and to leverage all available tools, deliver easy-to-understand coverage information, and build valuable relationships with their members in order to create a positive member experience that translates to increased enrollment and decreased disenrollment.
This Summit convenes health plan executives and industry thought leaders to discuss the actionable strategies in the transformation to a consumer-driven and customer-focused health plan marketplace. Case studies will showcase specific and proven ways to increase member engagement and education through tools, programs, and software that will increase retention and acquisition.
Attendees will walk away with ideas on revamping their member services department to form a truly consumer-centric strategy in preparation for competitive exchanges, increasing enrollment, and high consumer-experience expectations.
Agenda Is Now Finalized. Highlights Include:
- Tips and tools for migrating to a B-to-C marketing model
CASE STUDIES FROM TOP-RATED PLANS:
UPMC Health Plan
Blue Cross Blue Shield of Massachusetts
Network Health
Neighborhood Health Plan
Aetna
Tufts Health Plan
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- Creating easy-to-use channels of choice
for convenient consumer access
- Transforming the service approach and instilling an organization-wide culture consumer culture
- Improving information delivery to be clear and concise and promote member learning
- Developing the member services team to provide a high-quality experience to diverse member population
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Jacqueline Ebbs
Director, Consumer-Directed Healthcare Solutions and Sales Support’
Blue Cross Blue Shield of MA
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Kathleen Ellmore
Vice President Consumer Marketing & Engagement
Silverlink Communications
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Debra Richman
Senior Vice President
Healthcare Business Development & Strategy
Harris Interactive
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Eric Steager
Director, Corporate & Business Development
Independence Blue Cross
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Bruce Temkin
Customer Experience Transformist
The Temkin Group
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John Young
CEO
Consumerdriven LLC, USA
former Senior Vice President Consumerism
CIGNA Healthcare
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Testimonials
“The speakers were relevant and very interesting. I enjoyed hearing what they have done and are doing to serve their members. Great ideas were presented.” – Ann Krummel, Assistant Manager of Customer Service, Security Health Plan
“Great ideas and strategies from very impressive speakers.” – Cara Fenwick, Deputy Director, Member Services, Health Plan of Michigan
