Member Experience Toolkit

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.

Presentation: 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.

Keynote Presentation: 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.

Presentation: Putting a financial perspective on member experience
Improving member experience can sometimes be viewed as a purely administrative cost with no ROI. Using Customer Lifetime Value as a member experience metric illustrates the value of increasing member loyalty and engagement. It can also show member experience professionals whether their efforts are delivering value to the organization. This case study will discuss the components of a reliable CLV calculation. This presentation took place on July 12, 2019 during the Member Experience value visit held in Frisco, TX.

Presentation: Enhancing the member experience by aligning advanced care with member values and wishes
During this session, Care N Care describes how their program improves member experience during the trying times of advanced illness and end of life by aligning care with values and wishes. This presentation took place on July 11, 2019 during the Member Experience meeting held in Frisco, TX.

Presentation: Advanced analytics and targeted communications that drive members to take action
Geisinger Health Plan is using a smart mix of advanced analytics and targeted communications to drive members to take action. This presentation took place July 11, 2019 during the Member Experience value visit held in Frisco, TX.

Presentation: Reducing the trend of high ER utilization
Avera Health Plan shares how they are trying to reduce the trend of high ER utilization. This presentation took place on July 11, 2019 during the Member Experience value visit held in Frisco, TX.

Presentation: Developing the maturity level of your VOC program
Quartz Health Solutions shares how they developed their VOC program. This presentation took place July 11, 2019 during the Member Experience value visit held in Frisco, TX.

Presentation: The role of the healthcare organization in activating effective engagement
Peter Borden, the chief digital officer of Cognizant Health, reviews key digital transformational areas in the modern Healthcare Organization with a focus on the business process and engagement models that need to change. Peter leads an interactive exploration of the Healthcare Organization's role in driving Effective Engagement from a builder of all experiences through to a platform in which experiences holistically fit. This presentation took place on July 10, 2019 during the Member Experience value visit in Frisco, TX.

Presentation: Innovation and the member experience
Consumers have learned to expect constant innovation leading to improvements in their experiences. Borrowing from the best in retail, hospitality and financial services, this presentation focuses on rapid-cycle prototyping and understanding member needs at key touch points, including social, financial and care. This presentation took place on July 10, 2019 during the Member Experience value visit held in Frisco, TX.

Recording: GPO Spotlight: Health, Happiness, and Savings: Increasing Member Engagement and Satisfaction with the LifeBalance Program
LifeBalance provides an overview of its services, its work with other Health Plan Alliance plans like the Providence Health Plan, and examples of its successful engagement strategies and tactics.

2019 Top Payer-Provider Priorities
Shared challenges and opportunties drive this overview of top payer-provider priorities. Based on a survey conducted by Modern Healthcare for Optum.