February 25, 2021 • 1:00 PM - 2:00 Pm ET

Creating a great customer experience is a top priority for many of today's health insurers. While it may seem somewhat daunting, it presents significant opportunities to improve member and provider experiences. In today’s environment of COVID-19, the question is: How? How do you get a deep understanding of your members? How do you identify and empower customer experience champions within the organization, align CX strategy to business strategy, and connect channels across your business to drive a consistent CX? How do you integrate new approaches with legacy environments, allowing members, brokers, and providers to respond quickly to regulatory changes, and produce more personalized and cost-efficient communications?

Join your health plan peers for a small group discussion around these topics and more on Wednesday, December 16 at 1pm ET. Leaders from UPMC Health Plan and Quadient will facilitate the conversation between the group around what makes up a great customer experience strategy, explore the relationship between customer experience and digital transformation, and identify how industry leaders tie customer-focused initiatives to business strategy. Discuss questions, such as:

• How are health plans reacting to and changing communication strategies to both the member and the provider? (ie. Digital vs print?)
• And how are you maneuvering regulations?
• How are health plans increasing the standardization across all member and provider communications, and are you able to send this via any channel?
• Which channels are most effective?
• Since COVID-19 and more employees are working from home – does your system talk to internal teams?
• How are health plans learning and reacting to the behavior of their members in real-time, like member journeys?
• Are there ways you are increasing the member experience through more relevant, best next action to “influence” the member behavior? 
• What are you doing to affect "steerage" – meaning steering people to a lower cost, but more effective "channel" – such as urgent care instead of an ER, the portal instead of a phone call?

Please note that access is limited to approved individuals. World Congress/Validation Institute reserves the right to cancel admittance to any attendee at any time, for any reason.

Facilitators

Dan Cox
Director, Healthcare Sales
Quadient

Aaron Horsfield
Program Director, Print and Fulfillment Operations and Business Development
UPMC Health Plan

Christian Westerman
Senior Director, Healthcare Sale
Quadient

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Dan Cox

Dan Cox Director, Healthcare Sales Quadient

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Dan has spent his career at enterprise software organizations helping clients improve their customer experience capabilities through innovative, contemporary technology. At Quadient, Dan is working with Healthcare Payers to provide digital and mobile member communications strategies and solutions to improve the Members’ experience. Prior to Quadient, Dan led Thunderhead/Smart Communications’ efforts CCM sales efforts for the Healthcare and Insurance industries. Dan holds an MBA from Duke University and an Economics degree from Tufts University.

Speaking at these upcoming events:

• Are You Linking Your CX Strategy and Your Communications Strategy?
  February 25, 2021 • 1:00 PM - 2:00 Pm ET | Live Webinar

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Aaron Horsfield

Aaron Horsfield Program Director, Print and Fulfillment Operations and Business Development UPMC Health Plan

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Speaking at these upcoming events:

• Are You Linking Your CX Strategy and Your Communications Strategy?
  February 25, 2021 • 1:00 PM - 2:00 Pm ET | Live Webinar

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Christian Westerman

Christian Westerman Senior Director, Healthcare Sale Quadient

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As Quadients Sr. Director of Healthcare Sale, Chris works with the Healthcare companies in North America to ensure the awareness of the Quadient Inspire solution. He has over 16 years of software experience in the CCM industry focusing primarily on the healthcare market. He has helped dozens of companies improve the way they communicate with their customers while at the same time improving operations efficiencies within healthcare companies themselves. Christian earned his Bachelor’s degree from the University of California at Berkeley.

Speaking at these upcoming events:

• Are You Linking Your CX Strategy and Your Communications Strategy?
  February 25, 2021 • 1:00 PM - 2:00 Pm ET | Live Webinar

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Sponsored By:

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Quadient

Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. For more information about Quadient, visit quadient.com.

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