How to Mobilize a Superior Member Experience

  • December 02, 2020
  • 3:00 PM – 4:00 PM ET
  • Online

The health care industry has been named a top market to accelerate the growth of mobile health. This is because health care has the ability to improve not just the individual experience, but the entire health care system. It can improve efficiency, communication, costs, and quality of care. However, not all of health care is where it should be when it comes to mobile health apps. The majority of these apps fail to match consumer expectations leading to low ratings, subpar reviews, and unengaged individuals. This especially rings true for healthcare payers who invest time, resources, and budget to develop member mobile apps, but continue to face low adoption rates and dissatisfied members.

This webinar will provide attendees with considerations for developing the best mobile app strategy. Additionally, attendees will hear how a health insurance provider successfully implemented a mobile app strategy to drive self-service and improve member engagement and satisfaction.

Attendees will learn:

  • How a successful mobile app strategy can drive self-service and improve member engagement and satisfaction
  • Which key features should be included in a successful mobile app
  • How to leverage mobile app data to proactively engage members to improve customer experience
  • How a health insurance provider successfully implemented a mobile app strategy


Niren Kochhar
Director of Digital Product Management
Horizon Blue Cross Blue Shield of New Jersey

Niren Kochhar is the Director of Digital Product Management at Horizon Blue Cross Blue Shield of NJ, which provides healthcare coverage for over 3.5 million members. At Horizon, Niren leads the digital transformation for the enterprise and is responsible for planning and executing Horizon’s digital strategy.

He has more than a decade of experience in building and launching digital products for the health care industry spanning across members, payers, and providers solutions; constantly looking at innovative ways to drive digital engagement, finding new ways to deliver digital care with a focus on enhancing member satisfaction. He has extensive experience in product management at prominent health care organizations like UnitedHealth Group (Optum) and Cognizant.

Niren holds a Master of Business Administration from SP Jain Center of Management, Singapore and has a Bachelor’s Degree in Electronics and Communication.

John Walsh
Chief Technology Officer

John is the Chief Technology Officer at Zipari, where he drives the continued technological enhancements of Zipari’s best-in-class CX platform and guides the strategic technical direction.

John has over 14 years of leadership experience at large health plans and is the former Vice President and Chief Technology Officer at Horizon Blue Cross Blue Shield New Jersey, the state’s largest health insurer, with over 3.8 million members. In his role, John was responsible for developing and overseeing the corporate technology strategy and leading key technology transformation programs. He also oversaw the IT Transform functions, which include the Business Solutions Group, Technology Architecture, Enterprise Architecture, and Data Strategy.

Prior to joining Horizon BCBSNJ as VP and Chief Technology Officer in 2015, Walsh served at two other Blue Cross Blue Shield companies, as Vice President and Chief Architect at Excellus BCBS and as Chief Architect and Director of Data and Integration Services at HealthNow New York Inc. Before joining the healthcare industry, Walsh held technology leadership roles in the telecom industry as Chief Technology Officer with Callfinity and in the financial services industry at Fidelity Investments.