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Insights & Articles


THE MEMBER ENGAGEMENT AND EXPERIENCE SYMPOSIUM IS NOW AN IN-PERSON EVENT: WHAT
YOU NEED TO KNOW ABOUT THIS MASTER CLASS FOR HEALTH PLANS

By Ilene MacDonald, Editorial Director | June 27, 2023

You asked and we listened. Due to the success of last year’s virtual event, RISE
is bringing the Member Engagement and Experience Symposium to Dallas for a
two-day conference in August that will help health plans create an engagement
strategy to optimize their member outreach and achieve the highest levels of
member satisfaction.

RISE’s second annual Member Engagement and Experience Symposium returns as a
live, in-person event August 3-4 at The Adolphus, Autograph Collection in
Dallas. The conference will feature two full days of sessions and more than six
hours of networking for quality, customer service, sales, marketing, population
health, and other health plan professionals involved in the member journey
cycle.

Here's a sneak peek at what’s planned:

National Kidney Foundation’s Elizabeth Montgomery to present keynote address

We’ll kick off the conference Thursday morning, August 3, with a presentation by
Elizabeth Montgomery, national vice president, learning strategies and
population health programs, National Kidney Foundation. She’ll describe the
barriers to member engagement and optimized experience for people living with
kidney disease. She’ll also address the role that the Kidney Health Evaluation
for Patients with Diabetes (KED) quality measure plays in member engagement and
experience. Montgomery will also discuss the interventions that demonstrate why
health plans must move beyond the KED measure to ensure engagement and optimized
health outcomes for their members with kidney disease.

 



 

Sessions devoted to member experience

Rex Wallace, principal, Rex Wallace Consulting, LLC, and Jessica Vander Zanden,
vice president of operations, Network Health, will discuss the pros and cons of
the change in CAPHS measure weights during the session Member experience: The
healthy health plan’s beating heart. They’ll explain how to leverage member
experience efforts to raise quality scores beyond CAHPS.

Learn what a great experience could look like from enrollment through onboarding
during a session that takes a Deep Dive: Optimize experience and engagement
during member onboarding. Attendees will discover how to maximize the first 90
days of the member journey and identify how to strategically integrate different
functional areas (e.g., pharmacy, quality, medical services) to coordinate
touchpoints and messaging, maximize good will, and set the stage for a positive
member experience and optimized care.

Keileigh Brown, quality analyst, Hometown Health, will go over how to create a
360-degree member experience program. The presentation will explain how to
leverage the CAHPS® Clinician & Group Survey year-round, develop an off-season
drill down study, and bridge the gap between members and providers.

A panel will discuss member experience and engagement across product lines.
Naomi Irvin, chief of staff-government markets, Blue Cross and Blue Shield of
North Carolina, will moderate the session, which will discuss how member
engagement and satisfaction differs between Medicare, Medicaid, marketplace,
commercial, and other types of health plans. Panelists include Julianne Eckert,
senior director, clinical quality programs, Clover Health, and Archie Dey,
director, consumer experience and insight, SCAN Health Plan.

Explore new ways to handle consent, provider agency, and provide transparency
for patients in the session health equity and building extreme trust. Speakers
will discuss how to best communicate how you obtain and use member information
in different ways and at different times —and how doing so adds value to the
individual member. They’ll also help attendees identify the role of trust,
respect, and sensitivity in meeting health equity goals. Speakers include Nikki
Hungate, director, Medicare & government programs product strategy, MVP Health
Care; Emily McGrath, director, product development + innovation, health equity &
social impact, Humana; and Ana Handshuh, CHC, principal, CAT5 Strategies.

Sessions devoted to member engagement

Contact center spotlight: The backbone of member engagement will address how AI
technology can provide member services representatives with the necessary
insights for effective guidance and help service members resolve complex issues
quickly. The session will discuss industry best practices for payers and PBMs to
personalize their call center experience across all channels as well as
strategies for guiding members to the right path quickly and easily.

A panel will discuss member engagement vs. patient engagement. Panelists Leon
Lead, manager, Stars/FEP quality improvement programs, Blue Cross Blue Shield of
Arizona, and Katie Ford, vice president of clinical, quality and engagement,
Convey Health Solutions, will identify the distinctions between various types of
engagement, go over how to eliminate the disconnect between member and patient
engagement, and discuss how to align efforts with providers to achieve mutual
goals. The session will be moderated by Ryan Dodson, regional manager, risk
adjustment, Choice Medical Group.

Learn what the latest CMS changes mean for member engagement during a fireside
chat moderated by Laura Sheriff, vice president, risk adjustment, Southwestern
Health Resources, and Kacey B. Dugan, director-policy & regulatory affairs,
Faegre Drinker Biddle & Reath LLP (invited). The discussion will focus on what
CMS’ latest Advance Notice and final rule for health plans require for compliant
member engagement, the impact of Stars measure changes related to member
experience, and evolving privacy and data laws and regulations that affect
health plan member engagement.

Discover new metrics for measuring member engagement in the session measuring
engagement: data and metrics for proving success. The presentation will address
how to quantify success and document the ROI for different approaches to member
outreach. Attendees will also learn how to identify and prove which strategies
for touching your plan members are working and which are not.

Gary Melis, clinical pharmacist, Network Health, will speak at the session on
how to engage members with their pharmacy benefits to improve quality, outcomes,
and satisfaction. He’ll discuss proven strategies that empower members to be
better consumers of their pharmacy dollars, how the pharmacy benefit impacts
member compliance, and how a hybrid MTM program impacts Star and other quality
measures.

The Member Engagement and Experience Symposium will take place August 3-4 at The
Adolphus, Autograph Collection in Dallas. Click here for the full agenda, list
of speakers, and registration information.

 

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