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: Market Overview ZestHealth
With a focus on consumer-facing technology, Ann Mond Johnson, CEO of Zest Health covers the following in this educational session: Consumer expectations in health ? especially understanding how expectations are shaped outside the industry and implications for us across different consumer cohorts. Understanding how consumers are engaging in their health. How healthcare consumerism has taken on a new dimension and urgency with the emergence of mobile technology. Review the market and array of point solutions, integrated solutions and platforms and where this is headed.

11/9/2016

Audio: Customer Experience Case Study Zipari
Zipari shares their experiences assisting health plans such as Guardian and CIGNA in creating platforms to bridge the consumer experience gap while improving operational efficiency.

11/8/2016

Audio: Red Privet Workshop
Red Privet will lead participants through educational and experiential exercises that have proven successful for their clients in getting started on creating a customer-focused experience

11/8/2016

Audio: How Health Plans Approach Member Engagement
Clarity recently surveyed their health plans to determine how plans are thinking about member engagement, what their pain points are and how plans are strategizing to adjust to the consumer facing industry.

11/8/2016

Workshop Journey Map
Materials used at the Customer Experience workshop with Red Privet.

11/8/2016

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

11/8/2016

Presentation: 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.

11/8/2016

Presentation: How Health Plans Approach Member Engagement
Clarity recently surveyed their health plans to determine how plans are thinking about member engagement, what their pain points are and how plans are strategizing to adjust to the consumer facing industry.

11/8/2016

Presentation: Red Privet Workshop
Red Privet will lead participants through educational and experiential exercises that have proven successful for their clients in getting started on creating a customer-focused experience

10/31/2016

Agenda Customer Experience Value Visit 2016
The complete agenda for the Customer Experience Value Visit, November 8-10 in Miami, FL

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