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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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9/26/2016

Article: The Truth About Customer Experience

Page 4 of 4
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Attendees

Below is a list of all delegates registered to date for this event

  • Juliana Ruiz
  • ALLIANCE GUEST
  • Management Consultant/Director at HealthCare Executive Group
  • Craig Clifford
  • ALLIANCE MEMBER
  • Director of Operations at Network Health
  • Shannon Croft
  • ALLIANCE MEMBER
  • HFHP Associate Business Analyst at Health First Health Plans
  • Ana Eberhard
  • ALLIANCE MEMBER
  • Vice President, Member Experience at AvMed
  • Phyllis Fisher
  • ALLIANCE MEMBER
  • VP, Operations at University of Michigan Health Plan
  • Glenn Hamburg
  • ALLIANCE MEMBER
  • Chief Information Officer at Western Health Advantage
  • Patricia Hawkins
  • ALLIANCE MEMBER
  • Client Services Manager at Alliant Health Plans
  • Javier Mendoza
  • ALLIANCE MEMBER
  • Vice President, Product Mgmt. & Regulatory Affairs at AvMed
  • Tanya Nguyen
  • ALLIANCE MEMBER
  • Director, Customer Service at Santa Clara Family Health Plan
  • Marci O'Gara
  • ALLIANCE MEMBER
  • Director Customer Service at Rocky Mountain Health Plans
  • Penny Ransom
  • ALLIANCE MEMBER
  • Chief Administrative Officer at Network Health
  • Angela Simpson
  • ALLIANCE MEMBER
  • Director, Patient Care Contact Center at The Carle Foundation
  • Lissa Richards
  • SPEAKER
  • Principal Experience Designer at Red Privet LLC
  • Nanci Ziegler
  • SPEAKER
  • Vice President, Customer Experience at McKesson
  • Mark Hilborn
  • SPONSOR
  • Vice President, Business Development at Alegeus
  • Steve Mongelli
  • SPONSOR
  • President & CEO at Clarity Software Solutions
  • Ashley Bejarano
  • VIRTUAL ATTENDEE - MEMBER
  • Sales & Broker Relations Manager at Valley Health Plan
  • JoAnne Bresler
  • VIRTUAL ATTENDEE - MEMBER
  • Member Experience Manager at Aspire Health Plan
  • Angela Donovan
  • VIRTUAL ATTENDEE - MEMBER
  • Sr. Manager, User Experience at Sentara Health Plans
  • Alison Dunton
  • VIRTUAL ATTENDEE - MEMBER
  • Director of Practice Enhancement & Analytics at Aspire Health Plan
  • Mike Evans
  • VIRTUAL ATTENDEE - MEMBER
  • VP of Customer Care Operations at Community Health Plan of Washington
  • Ashleigh Fiero
  • VIRTUAL ATTENDEE - MEMBER
  • Director, Sales Enablement at Sentara Health Plans
  • Rick McNeight
  • VIRTUAL ATTENDEE - MEMBER
  • Chief Innovation Officer at Health First, Inc.
  • Dana Moody
  • VIRTUAL ATTENDEE - MEMBER
  • Director, Community Engagement at Passport Health Plan
  • Jasmin Rabsatt
  • VIRTUAL ATTENDEE - MEMBER
  • Compliance Manager at Sentara Health Plans
  • James Repp
  • VIRTUAL ATTENDEE - MEMBER
  • President at AvMed
Speakers