Member Experience Toolkit

Health Plan Solutions Improve the Member Experience
ConnectureDRX provides insights on how health plans can improve the member journey.

Solutions for the Member Journey - Impact on Star Ratings
Today, health plans are faced with the challenge of achieving outcomes based on quality, performance and member experience, measures that influence Star ratings. As such, the pressure is on health plans to create and deliver an optimal customer experience for the member journey. We begin with acquisition. Then we journey to member engagement until we reach life-long customer retention. Each area has its own challenges that require the right tools and data to deliver positive outcomes. Here you will learn about the solutions for each touchpoint in the member journey.

Case Study: Change Healthcare and Driscoll Health Plan - Core System Digital Transformation
Change Healthcare provides results on how they assisted Driscoll Health Plan with migrating from a long-time, third-party administrator to in-house operations while implementing a new administrative system with limited resources.

The Checklist for Effective Member Engagement in 2021
HealthMine has created a timely and actionable checklist to help health plans improve their member engagement. This resource evaluates your member engagement solution and strategy in 5 key areas to help you reach, engage, and delight more members.

Article: Gamification in healthcare only works if you can measure it
MedeAnalytics discusses how health plans can use gamification to better serve their members.

Recording: Avera case study: Engaging members with 1:1 outreach and motivational interviewing
Avera Health Plans describes how their team uses motivational interviewing to encourage individuals to engage directly in their health care to close gaps and improve outcomes. Avera leaders walk attendees through this evidence-based approach, identifying and strengthening individuals’ reasons to change behaviors.

CDPHP Master Inventory Tracker
As part of the Member Experience Learning Collaborative, the CDPHP member engagement team and their vendor partner Engagys share their transition from a physical/print environment to a primarily digital communication platform. Learn how they built their business case and funded the transition.

Presentation: Transforming your digital experience from the inside out
As part of the Member Experience Learning Collaborative, the CDPHP member engagement team and their vendor partner Engagys share their transition from a physical/print environment to a primarily digital communication platform. Learn how they built their business case and funded the transition.

Recording: Transforming your digital experience from the inside out
As part of the Member Experience Learning Collaborative, the CDPHP member engagement team and their vendor partner Engagys share their transition from a physical/print environment to a primarily digital communication platform. Learn how they built their business case and funded the transition.

Presentation: COVID and the Health Plan Customer - A Roadmap for Vaccination Outreach
As part of the Member Experience Learning Collaborative, WundermanThompson Health shares best practices on building trust among your health plan members by assisting them during the COVID vaccination rollout.

Recording: What Cher Has To Do with the Customer Experience - February 2, Session 1
Welltok discusses how to focus on building trusting and long-term relationships with your customers. Shared at the Member Experience Micro Summit 2021!

Recording: Collecting, analyzing, presenting, and using VoC data - February 2, Session 3
Providence Health Plans shares their tools, collection methods, and analytical resources need to designing the structure of a voice of the customer program during the Member Experience Micro Summit, February 2, 2021.

Recording: Designing the structure of a VoC prgram - February 2, Session 3
Community Health Options shares their case study on designing the structure of a Voice of the Customer program as well as collecting, analyzing, presenting, and using VoC data during the Member Experience Micro Summit, February 2, 2021.

Recording: Presentation: Building or Buying: The infrastructure, tools, and resources for a VoC program - February 2, Session 4
Presbyterian discusses selecting the right business partners and determining what to outsource and what to do in-house can make or break your VoC program during the Member Experience Micro Summit, February 2, 2021.

Recording: Sustaining a VoC program for the long-term - February 2, Session 4
Quartz discusses , how are you measuring success and incorporating your lessons learned as you adapt your VoC for the long term? Your journey will not be a straight line. How do you use your roadmap to adapt and grow along the way? Discussed during the Member Experience Micro Summit, February 2, 2021.