Member Experience Toolkit

Healthcare's Blame Game
Whether it’s providers, payers and employers engaging in contract disputes finger-pointing over network configuration and payment formulas, or big pharma trading accusations about who’s to blame for the country’s health care cost crisis, engaging in a ‘it’s your fault or you’re not playing fairly’ argument accomplishes little. It’s time to stop the healthcare blame game.

Marketing Maturity Curve
Wunderman Health provides a snapshot of the marketing maturity curve depicting the transition from campaign-focused to customer-focused levels.

Presentation: 5 Themes That Will Drive Healthcare Marketing in 2019
Lindsay Resnick, Wunderman Health, shares his insights on 5 themes that health plan marketers and customer experience managers should be focusing on in 2019 to keep pace with customer expectations.

Member Engagement Myth: Health plan diplomacy - Moving from engagement to behavior
In this Executive Briefing, the Health Plan Advisory Council describes the need for diplomacy, and outlines how health plans must strike the right balance of activity to reach members without overwhelming them.

Idea Couture Workshop-A New Way of Looking at Consumers
Idea Couture provides worksheets for health plan members to use in defining customer needs and developing solutions. This workshop was held at the Member Experience Value Visit held in San Diego September 12-14, 2018. Workshop activity output is included in the document.

Presentation: Improving the Member Experience Through Enhanced
RedCard discusses ways to improve health plan branding, reduce operational costs and improve the member experience for critical communications. This information was shared at the Member Experience Value Visit held in San Diego September 12-14, 2018.

Presentation: Fluent - Measuring Customer Experience Enterprise-wide
Fluent Health by Presbyterian discusses best practices for measuring customer experience enterprise-wide. This presentation occurred at the Member Experience value visit in San Diego on September 12-14, 2018.

Presentation: ROI on CX - A Marketer's Perspective
Network Health Plan shares the tangible and intangible rewards of investing in CX. This presentation occurred at the Member Experience value visit held in San Diego September 11-13, 2018.

Presentation: Leading Edge - MultiPlatform Strategies
Zipari shares solutions for leveraging consumer experience technology to boost member engagement and lower costs. This was shared at the Member Experience Value Visit in San Diego on September 11-13, 2018.

Presentation: Consumerism and the Financial Burden of Healthcare
AccessOne presents on patient financing as a part of consumerism strategy. This discussion occurred at the Member Experience value visit in San Diego, September 12-14, 2018.

Presentation: How to Operationalize the Sharp Experience
Sharp Health Plan shares their customer experience journey best practices and lessons learned. This presentation occurred at the Member Experience value visit in San Diego on September 12-14, 2018.

Presentation: Workshop - A New Way of Looking at Consumers and Translating What You Learn Into Products, Services and Operations
This Idea Couture workshop uses real examples from members to explore how to approach creating the customer experience in new ways. The workshop occurred at the Member Experience value visit in San Diego, September 12-14, 2018.

Presentation: Customer Centricity
SelectHealth provides insights and best practices for building a culture of customer centricity. The presentation occurred at the Member Experience value visit in San Diego, September 11-13, 2018.

Presentation: Culture Matters - A Conversation with the Executive CMO one of America's Largest FQHC
ConsejoSano and Borrego Health share insights on multicultural patient engagement by defining culture, exploring why culture matters, and what to do about it. This was shared at the Member Experience Value Visit in San Diego on September 11-13, 2018.

Recording: Journey Mapping 2.0
Laure Plitt of Johns Hopkins Healthcare kicks off the member discussion about various forms and methods of journey mapping they've been doing in the past two years. Then members engage about their experiences.