Improve the Member Experience: Lessons From a Lab Provider

  • May 30, 2018
  • 1:00 PM – 2:00 PM ET
  • Online

Care coordination is the single most important criteria influencing the member experience and much of perceived value of health insurers is reliant on positive interactions with providers. While there are many factors that influence the member experience with providers, lab providers can play a critical role in reducing friction points and helping health insurers in their shared quest to drive improved member engagement, satisfaction, and ultimately loyalty.

The webinar will review and discuss insights, learnings, and best practices for delivering an improved member experience and improving key metrics from the viewpoint of a lab provider.

Attendees will learn:

  • Insights, learnings, and best practices for delivering an improved member experience, from the viewpoint of a lab provider
  • How payers and labs can learn from one another and partner to co-design an improved member experience


Laure E. Park, Vice President, Customer Experience, Quest Diagnostics

Laure Park is Vice President, Customer Experience, for Quest Diagnostics. In her role she represents the view of the customer in everything the company does. Laure creates and oversees the strategy for an overall positive experience at every customer touch point, with the goal of driving preference and growth for Quest Diagnostics.

Laure joined the company in 1995 and has held a variety of senior positions, most recently as General Manager, Prescription Drug Monitoring and Toxicology. Prior to that, she served as Vice President, Communications & Investor Relations and Corporate Citizenship Officer, and Vice President, Investor Relations. Laure joined Quest Diagnostics in its Finance organization, with positions of increasing responsibility culminating in the role of Controller, Corporate Accounting and Reporting. Laure joined Quest from Deloitte & Touche, where she was a Manager in their audit practice, serving clients in a variety of industries.

Laure graduated from the University of North Dakota with bachelor’s degrees in accounting and communications. She is a member of the Healthcare Businesswomen’s Association (HBA). Laure has also served as a director of the East Region of the American Cancer Society and the New Jersey Chapter of the Leukemia and Lymphoma Society. She is a cornerstone member of a companywide organization, Women In Leadership, which won the ACE award from the HBA in 2016.