Here’s How You Can Raise Member Satisfaction 25%

  • June 07, 2018
  • 2:00 PM – 3:00 PM ET

More than 40% of health insurance members report their health plan did not provide good customer service. Additionally, overall member experience did not improve over the past year.*

It’s time health insurance providers explored an avenue that can raise member satisfaction by 25 percent: billing and payments. Offering consolidated billing, targeted messaging, and convenient payment options will increase not only member satisfaction but also enrollment and retention.

The webinar will focus on how health insurance providers are enhancing their member engagement with consolidated billing, member liability payments, targeted messaging, and enhanced user experiences.

  • How Blue Cross Blue Shield of Michigan achieved a positive return on investment in 10 months
  • The new billing and payment options payers are launching in 2018
  • Which billing and payment experiences lead to higher enrollment and retention


*Forrester Research, Inc. “The US Health Insurance Customer Experience Index, 2017”, September 27, 2017

**Ovum’s Global Payments Insight survey of payers


Faran Farooqi, Manager, Strategic Capability Implementation and Operations Management, Blue Cross Blue Shield of Michigan

Faran Farooqi serves as manager of Strategic Capability Implementation and Operations Management at Blue Cross Blue Shield of Michigan. Faran has over 12-years of consulting experience working in the various areas of the System Development Life Cycle (SDLC) in a variety of industries. His philosophy of always engaging in new projects is that traditional way’s and methodologies for current business processes are of the past. The challenge is to always address these methods and pairing it with new pragmatic thinking for tomorrow’s customer in tomorrow’s economy.


Steve Kramer, Vice President of Product Management, ACI Worldwide

Steve Kramer serves as vice president of product management at ACI Worldwide. Steve has served as a vice president of product management and strategy at major players in the payments market for the past 16 years. Steve enjoys being outside, whether playing tennis, softball or scuba diving.