Customer Experience 2016 Value Visit

Event Date: 11/8/2016 - 11/10/2016

Event Overview

Visit a Blue Cross Retail Center During the Alliance's Customer Experience Value Visit
Meeting is Tuesday November 8th 8am - Thursday, November 10th Noon

A highlight at the Customer Experience Value Visit will be a tour of a Blue Cross Retail Center, Thursday November 10th from 10am to Noon. Transportation will be provided with drop off at the airport and hotel after the tour.

These centers handle:
• Sales, Retention and Renewal
• Face-to-face Service Excellence
• Personal Clinical Engagement
• Community and Group Activities

This agenda is currently in development. Updates regarding content and schedule will be made available soon.

Who should attend?

Chief Customer Service Officers
Chief Administrative Officers
Chief Service Officers
Chief Operating Officers
Customer Service Executives and Managers
Call Center Executives and Managers
Operations Managers
Health Services Executives and Managers
Sales, Marketing, and Product Development Executives and Managers

Agenda

For a printable, detailed agenda, visit the Documents tab noted above

AGENDA AT A GLANCE

TUESDAY, November 8, 2016

7:30am Breakfast and Registration
8:00am Welcome and Introductions
8:30am AvMed Case Study
9:30am Break
9:45am McKesson Case Study
10:45am Break
11:00am Clarity Case Study and Participant Discussion
12:00pm Lunch
1:00pm Workshop: Red Privet
4:30pm Day Adjourns
6:00pm Dinner

WEDNESDAY, November 9, 2016

7:30am Breakfast
8:00am Zipari Case Study
8:50am Break
9:00am Passport Case Study
9:50am Break
10:00am Panviva and Health Alliance Medical Plan Case Study
10:50am Break
11:00am Avera Case Study
11:30am SelectHealth Case Study
12:00pm Lunch
1:00pm Alegeus Case Study
2:00pm Fitness Break
2:30pm Health Alliance Plan Case Study
3:20pm Break
3:30pm Zest Health Case Study
4:30pm Optional Webinar: Post Election Briefing by ACHP
5:00pm Day adjourns
6:30pm Dinner

THURSDAY, November 10, 2016

7:30am Breakfast
8:00am Network Health Plan Case Study
8:50am Break
9:00am Health First Health Plan Case Study
9:45 am Break
10:00am Tour of Blue Cross Retail Center
12:00pm Bus will drop off participants at airport and then return to hotel

Documents

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11/9/2016

Audio: Consumer Moments of Truth
Alegeus will discuss that as the market shifts toward individual responsibility for health care costs, consumers are challenged to take a more active role in managing virtually all aspects of their health care. With their own dollars on the line, consumers face a broader set of spending and saving opportunities. Not only are health plans interested in quality and cost, but consumers are as well. Are we ready for this change?

11/9/2016

Audio: Customer Experience case study Avera Health Plans
The Avera Health Plan team will discuss 3 projects having an impact on improving their customers? experiences: member experience work group, benefit advocate roles, concierge services

11/9/2016

Audio: Customer Experience Case Study AvMed
AvMed shares the lessons they have learned as they have focused on creating a customer experience centered culture.

11/9/2016

Presentation: Driving Operational Innovation
Graham Smith, VP of Customer Experience describes how Health Alliance Plan overhauled their Appeals and Grievance process making significant improvements in what for many consumers is a major point of dissatisfaction.

11/9/2016

Audio: Driving Operational Innovation
Graham Smith, VP of Customer Experience describes how Health Alliance Plan overhauled their Appeals and Grievance process making significant improvements in what for many consumers is a major point of dissatisfaction.

11/9/2016

Audio: Customer Experience Case Study McKesson
McKesson shares their approach ensuring how they create a positive experience for their customers - several of them Alliance member plans.

11/9/2016

Audio: Customer Experience case study Health Alliance Medical Plan and Panviva
Health Alliance Medical Plan and their Alliance business sponsor Panviva discuss taking customer service and customer information enterprise-wide.

11/9/2016

Audio: Customer Experience Case Study Passport
Passport will describe work they are doing around consumer analytics and member profiling.

11/9/2016

Audio: Customer Experience Case study Physicians Health Plan
Physicians Health Plan shares their initiatives to improve CAHPS scores and streamline claims processing.

11/9/2016

Audio: Customer Experience case study SelectHealth
SelectHealth will demonstrate how they are implementing their 5-year strategic planning in areas addressing customer experience.

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