Member Experience Toolkit

Lightbulb Moment: Going Above and Beyond Member Experience, HealthTeam Advantage
HealthTeam Advantage provides a quick look into their Healthcare Concierge Model. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Building an Exceptional Member Experience, IU Health
IU Health describes the steps they have taken towards building and exceptional member experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: The Network Health Customer Experience, Network Health
Network Health shares their simple approach to delivering an outstanding customer experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: An Effective Member X Culture, Sentara Health Plans
Sentara Health Plans shares their view on fostering a healthy Member X culture for your health plan. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Experience Design Program Model, Presbyterian Health Plan
Presbyterian Health Plan shares details on their XPD model for enhanced member experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Customer First Culture, Quartz Health Solutions
Quartz Benefits provides their view on how to build a strong customer-centric culture at your health plan. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Consumerism and Experience in Healthcare, SelectHealth
SelectHealth shares their take on where health plans should focus their efforts for enhanced customer experience. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Medicare Member Engagement Events, SummaCare
SummaCare provides details on their yearly Medicare Member Expo and how they’ve pivoted during the pandemic. Shared at the Member Experience Summit 2020.

Lightbulb Moment: Our CX Approach, Neighborhood Health Plan
Neighborhood Health Plan discusses how they have changed their approach to customer experience. Shared at the Member Experience Summit 2020.

Recording: Superior MX in a WFH Environment - September 2, Session 1
Stephen Pappas, Sara Gallegos, John Sanders, and Natalija Burns discuss all aspects of moving to a WFH model in a time of crisis. Shared at the Member Experience Summit 2020.

Recording: Designing an Innovation Eco-system to Accelerate Change - September 1, Session 1
John Bell shares how an adjacent industry and others plan for “innovation with velocity.” Shared at the Member Experience Summit 2020.

Recording: Ensuring a 360 Degree View
Zipari along with Western Health Advantage and Community Care of OK share the number of direct member touchpoints within your health stretch across your organization and how to ensure that you have the infrastructure in place to meet those demands. Shared at the Member Experience Summit 2020.

Presentation: Community Care of OK, Ensuring a 360 degree View
Community Care of OK shares the number of direct member touchpoints within your health stretch across your organization and how to ensure that you have the infrastructure in place to meet those demands. Shared at the Member Experience Summit 2020.

Presentation: Western Health, Ensuring a 360 degree View
Western Health Advantage shares the number of direct member touchpoints within your health stretch across your organization and how to ensure that you have the infrastructure in place to meet those demands. Shared at the Member Experience Summit 2020.

Presentation: Zipari, Ensuring a 360 Degree View
Zipari shares the number of direct member touchpoints within your health stretch across your organization and how to ensure that you have the infrastructure in place to meet those demands. Shared at the Member Experience Summit 2020.