Member Experience Toolkit

Presentation: Case Study - Creating an enterprise-wide customer experience culture
Melissa Cook, President and CEO of Sharp Health Plan shares her health plan and health system's journey of creating a customer focused culture.

Audio: Customer Service Innovations
When it comes to customer service, health care and airlines have a lot in common and that is not a good thing. David Neeleman, founder of JetBlue, shares how to create a culture of CX that dazzles your customers, rewards good employees, improves efficiency and ultimately improves your bottom line.

Presentation: Case Study: Leveraging Employee Engagement to Drive Member Engagement
In 2012, Network Health began a journey to revitalize its brand and expand its geographic footprint. One of the most effective components in that work has been the contributions of the 425 associates at Network Health. Penny Ransom, CAO, Network Health, discusses the tactics, results and lessons learned in the last five years.

Presentation: Case Study: The Fluent Customer Service Center Leveraging the Advantages of an Integrated Healthcare System
The Fluent Customer Service Center provides a unique model that brings together member and patient customer service activities that are typically disconnected and not integrated. This model gives customers the ease of calling one dedicated customer service center to meet all of their needs.

Presentation: Net Promoter Score and CX Benchmark Metrics
Health First share's their plan's experience and learnings through implementation and maintenance of the Net Promoter Score - NPS - program.

Audio: Case Study: Leveraging employee engagement to drive member engagement
In 2012, Network Health began a journey to revitalize its brand and expand its geographic footprint. One of the most effective components in that work has been the contributions of the 425 associates at Network Health. Penny Ransom, CAO, Network Health, discusses the tactics, results and lessons learned in the last five years.

Audio: The fluent customer service center, leveraging the advantages of an integrated healthcare system
The Fluent Customer Service Center is a unique model that brings together member and patient customer service activities that are typically disconnected and not integrated. This model gives customers the ease of calling one dedicated customer service center to meet all of their needs.

Presentation: Case Study: Customer Experience: The Role of Leadership
Geisinger describes how organizational leadership must drive the vision, provide the resource support and be willing to hold itself and the organization accountable for the customer experience.

Presentation: Case Study: Member Experience Now Has a Place at the Table...Now What?
Now that the AvMed Member Experience department has been defined, how are the people, process, and technologies in the organization being impacted to relook at issues, operational initiatives, and opportunities through the lens of the member?

Audio: Case Study: Creating an Enterprise-wide Customer Experience Culture
Melissa Cook, President and CEO of Sharp Health Plan shares her health plan and health system's journey of creating a customer focused culture.

Audio: Case Study: Customer Experience: The Role of Leadership
Geisinger shares how organizational leadership must drive the vision, provide the resource support and be willing to hold itself and the organization accountable for the customer experience.

Audio: Case Study: Member Experience Now Has a Place at the Table...Now What?
Now that the AvMed Member Experience department has been defined, how are the people, process, and technologies in the organization being impacted to relook at issues, operational initiatives, and opportunities through the lens of the member?

Presentation: Delivering The Ultimate Customer Experience At Every Touch Point
Steve Pappas with Panviva discusses a process for mapping your customers' experiences to identify touch points and opportunities to improve engagement with our members. Two worksheets are included.