Consumer loyalty looks different for a retail company than it does for a health plan. How do health plans know when a consumer is loyal, or know how to measure loyalty? Including the voice of the customer into health plan products and solutions can be a key loyalty differentiator. In this session, gain actionable insights on how consumer experience research is catching health plan consumer trends that in turn help create consumer-centric solutions and grow loyalty.
Employers are looking to alternative “concierge” service and care models to increase employee engagement in their health and drive medical cost savings. This session will explore the evolving consumer expectations for personalized health advocacy services and how to bring required capabilities together to enable the movement from transactional service to engagement and advocacy within a payer organization.
The health care industry is in the middle of a pivot from years of thinking of people as members or patients – to thinking of people as consumers. As organizations try to truly understand and connect with the person behind the profile/record/channel, heavy regulation, disparate data, and business silos continue to get in the way. Join this session to learn how one health plan is breaking down organizational barriers to unify analytics across product lines, and measure the impact of brand marketing on member acquisition. Learn how to harness the power of trusted identity to deliver personalized and relevant engagements while keeping customer data safe, secure, and compliant.
This session will illustrate how health plans can take member engagement to the next level by adopting a new approach to developing a member portal that truly drives engagement and self-service. Learn how one health plan leveraged cutting-edge technology to quickly deploy a feature-rich member portal, seamlessly integrated with shopping and provider search tools, billing, claims and other customer service interactions. In addition, speakers in this session will share metrics for success to ensure that members become more engaged, and consistently receive a positive consumer experience, while driving down cost of care and administrative costs.
Digital technologies are disrupting conventional health care delivery models and revolutionizing care delivery. The proliferation of technologies, like the Internet of Things (IOT), mobile devices and wearables, hold tremendous promise to improving a patient’s health and well-being. In this session, speakers will provide strategies on how to engage each entity of the health care ecosystem in terms of expectations, level of engagement and care delivery using digital technology.