Las Vegas, NV


Consumer Survey Insights: Costs, Communication,
and Customer Service

  • July 21, 2021
  • 2:00 PM – 3:00 PM ET
  • Online

With the growth of consumerism in health care, health insurance providers must evolve engagement strategies to meet customer demands and expectations. Health insurance providers want to create better experiences for their members while keeping costs low and focusing on growth strategies. However, member satisfaction remains a top challenge for health insurance executives.

To capture perspectives on critical factors, such as what impacts member satisfaction and what consumers look for in a health insurance provider, HealthEdge commissioned an independent study of 3,000 insured adults across the country.

Get ready for open enrollment this year and join for this webinar to preview the survey results before they are released. This webinar will explore the current challenges facing health insurance organizations when it comes to satisfying their members. Our panelists will discuss key findings from the survey, dive into the behaviors and beliefs of health insurance consumers and how they have evolved in recent years, and provide valuable insights into current industry trends and issues, and predictions for the future.

Attendees will learn about:

  • The current pulse of health insurance consumers on a number of topics
  • How consumer responses align with our most recent survey of more than 220 health insurance executives regarding critical factors such as what impacts member satisfaction and what consumers look for in a health insurance provider
  • How pain points vary across lines of business and by generation
  • Insights from subject-matter experts about current trends and predictions for the future


Peter Brown
Executive Director, Product Management and Development
Aetna, Inc.

As a long time employee of Aetna/CVS Health, Peter Brown has worked on and led some of the enterprises most transformative business initiatives ranging from new product launches to overall systems consolidations.

In his current role as an Executive Director, Peter is responsible for the development and implementation of a new “next generation” systems platform in support of the company’s Medicare business. As a trusted leader with a deep knowledge of the end-to-end core functions needed to lead and bring value to his organization every day, he is an effective communicator, strives to develop effective teams through collaboration & communication, and understands the value and need to put the customer in the center of everything the teams are striving to accomplish.

Diane Pascot
Director of Sales Solutions

Diane Pascot is a senior healthcare technology professional with deep expertise and extensive experience collaborating with health plans and benefit administrators of all types and sizes on their technology strategies. She primarily focuses on core administration system replacements within the context of overall IT ecosystems, and as Director of Sales Solutions for HealthEdge, she regularly engages with prospective payer clients to understand their current state, ascertain near-and long-term goals and objectives, and formulate and convey proposed solutions that will help them transform their business, ultimately to help facilitate seamless transitions to new client implementations.

Prior to joining HealthEdge in 2017, Diane spent many years in the healthcare payer technology space with organizations that included Evolent Health (Aldera), Mphasis Eldorado, and Cognizant/TriZetto.

Kathleen Ellmore
Co-Founder and Managing Director

Kathleen is a pioneer in bringing the best of consumer marketing and data-driven methodologies to healthcare to motivate better health decisions. As Co-Founder and Managing Director of Engagys, Kathleen leverages the best of behavioral economics, the latest in evidence-based communications combined with the insights from over a billion consumer interactions in health to help healthcare organizations close the last mile of consumer engagement. She consults on all topics related to consumer engagement and experience for the top healthcare organizations in the country.