The Member Engagement & Experience Symposium 2022

Aug 2, 2022 ‐ Aug 3, 2022



Sessions

Welcome Remarks and Chicken or the Egg? Untangling Member Outreach, Engagement, Experience, and Satisfaction

Aug 3, 2022 11:00am ‐ Aug 3, 2022 12:00pm

Identification: WED001


Welcome Remarks iconWelcome Remarks

Preview Available

Welcome Remarks

Aug 3, 2022 11:00am ‐ Aug 3, 2022 11:15am

Identification: WED01

Speaker(s):

Chicken or the Egg? Untangling Member Outreach, Engagement, Experience, and Satisfaction

Aug 3, 2022 11:15am ‐ Aug 3, 2022 12:00pm

Identification: WED02

•    Recognize the importance of using the right terms both internally and externally to capture the right information and effectively meet goals
•    Describe how better engagement means better health care and leads to positive perception of the health plan—which in turn results in better engagement
•    Identify the difference between member outreach and engagement, and why to move beyond outreach to true engagement

Speaker(s):

Rethinking Diversity, Equity, and Inclusion to Reach More Members, More Effectively

Aug 3, 2022 12:15pm ‐ Aug 3, 2022 1:00pm

Identification: WED03

•    Rethink messaging and imaging to better reach diverse member populations and reduce disparities in health care
•    Explain the business case behind why increasing member DEI efforts leads to revenue and organizational growth
•    Learn strategies for mitigating accessibility issues affecting today’s modern seniors

Speaker(s):
  • Vandna Pandita, Vice President, HEDIS Strategy & Analytics, Amerihealth Caritas
  • Danielle Brooks, Director, Health Equity and Quality, Amerihealth Caritas

Measuring the Effects of In-Home Care Benefits on Member Experience

Aug 3, 2022 1:15pm ‐ Aug 3, 2022 2:00pm

Identification: WED04

•    Explain why COVID has reset the bar in terms of in-home member benefits, and how to evaluate which benefits to keep beyond the pandemic
•    Analyze the impact of in-home benefits and assessments to determine impact on member satisfaction and care

Speaker(s):

Panel: Hail Mary! Year-End Strategies to Improve Satisfaction and Engagement

Aug 3, 2022 2:15pm ‐ Aug 3, 2022 3:00pm

Identification: WED05

Hear from panelists on actions to take now that can still make a difference in 2022, and then contribute your own quick-hit ideas to optimize member engagement and improve member experience.

Speaker(s):

Opening Remarks and Be Brilliant

Aug 4, 2022 11:00am ‐ Aug 4, 2022 12:15pm

Identification: THUR001


Opening Remarks: Be Brilliant iconOpening Remarks: Be Brilliant

Preview Available

Opening Remarks: Be Brilliant

Aug 4, 2022 11:00am ‐ Aug 4, 2022 11:30am

Identification: THUR01

Speaker(s):

Be Brilliant at the Basics, Part 1

Aug 4, 2022 11:30am ‐ Aug 4, 2022 12:15pm

Identification: THUR02

Organization-Wide Focus on Getting Members the Care They Need, When They Need It
•    Improve member satisfaction by exceling at the basics—the right benefits, providers, and processes
•    Capture voice-of-the-customer signals from across the organization
•    Recognize the importance of listening first, understanding one member at a time

Speaker(s):

Be Brilliant at the Basics, Part 2

Aug 4, 2022 12:30pm ‐ Aug 4, 2022 1:15pm

Identification: THUR03

Pharmacy: Your Secret Weapon for Member Engagement

•    Learn how to effectively inform members of pharmacy benefits
•    Recognize how to leverage different departments in combination with pharmacy efforts to maximize member experience and improve outcomes
•    Explain how to effectively market benefits and services that pharmacy offers

Speaker(s):
  • Gary Melis, R.Ph., R.Ph., Clinical Pharmacist, Network Health
  • Ryan Davis, Director, Market & Operations, Centene