Consumers Speak: COVID-19, Trust and Transparency Tool Use in 2020

  • June 22, 2020
  • 1:00 PM – 2:00 PM ET
  • Online

2020 will be a defining year that most of us will recall for the rest of our lives. The difficulties we had expected to face—like an uncertain future for insurance exchanges, new government mandates and a presidential election—have turned out to be nothing compared to what we are actually dealing with as COVID-19 affects our communities. In this webinar, we’ll explore recent consumer research, led by HealthSparq, into how consumers feel about health insurance providers and their handling of COVID-19 and topics like price transparency, communication preferences, and trust.

We’ll be joined by consumer experience expert Megan Burns, who will dive further into best practices around trust in the midst of a pandemic. She’ll share specific strategies you can use to strengthen relationships with members, the kind of strategies that will be critical for health care organizations who want to do more than survive—but also thrive—in the current difficult climate and on into our new reality.

Attendees will learn: 

  • Specific strategies for health insurance providers to build trust, engage members and help them make smart health care choices in this new world of virtual care, delayed care and increased cost-consciousness
  • What consumers think of transparency tools and how often they report using them
  • How to better engage with members and understand the communications channels they prefer
  • The key role trust and empathy will play in re-engaging members who have delayed care or had to switch plans due to changes in their employment status


Heather Burton
Vice President, Marketing

Heather leads marketing and public relations for HealthSparq. Her team is responsible for communicating HealthSparq’s mission and solutions as well as ensuring that health plans understand how partnering with HealthSparq can positively impact their members’ experiences. Prior to HealthSparq, Heather was the director of marketing for Webtrends, one of the first digital analytics companies in the U.S. She also previously worked as the director of marketing and PR for Samaritan Health Services, an integrated health system based in Corvallis, Oregon. Her career started in professional sports, with marketing positions in Major League Soccer, the NBA and the infamous XFL.

Megan Burns
Customer Experience Pioneer

Megan Burns is a speaker and strategy consultant who helps companies master the art and science of customer experience management. She has worked with hundreds of Fortune 500 firms in healthcare, telecom, logistics, technology, and financial services to build growth-driving, world-class consumer experience programs. Megan spent 10 years leading customer experience maturity work at Forrester Research, where she created the first-ever Forrester Customer Experience Maturity Model (featured in the book Outside In) and The Customer Experience Index benchmark. She’s appeared in like the Wall Street Journal, AdAge, and B2B Magazine, among others. When she’s not working Megan loves reading, watching documentaries, and exploring historic towns in the Greater Boston area where she lives.

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