Healthcare is not immune to changing consumer expectations. Between increased marketplace competition, new digital channels of interaction, and consumer decisions on how and when to engage, payers must adapt their customer management practices. This call for better service requires a demand-driven customer interaction strategy in order to satisfy the instant, seamless, and personal needs of consumers.
This session will help health plans better understand consumer behaviors, learn how consumers engage, and what channels they engage through. This session will also share a practitioner’s point-of- view on how to win the hearts and mind of digital consumers.
Webinar participants will learn about:
Who should attend: All Payers
Sherri Mikell, Vice President of Contact Centers, Florida Blue
Sherri Mikell is Florida Blue’s Vice President of Member and Provider Services. In this role, Sherri maintains Contact Process Ownership and is responsible for Consumer, Group and Medicare member services, provider services, National Strategic Accounts, State Group, Federal Employee Program, the care consultant team, benefit administrator contact center and the customer escalation teams, comprising over 1400 employees and vendors.
Sherri has held several leadership positions since joining Florida Blue in 1987, including her most recent role as Vice President of Future Operating Platform (FOP) responsible for integrating the development and implementation of the retail, marketing and affordability strategies that encompass the FOP in preparation for competing in a post health care reform market. She has also led multi-state and strategic accounts, BlueCard operations, National Business Unit, served as the organization’s Claims Process Owner and Vice President of Cultural Intelligence and Diversity Integration where she was responsible for building the cultural competence and inclusion strategy of Florida Blue. Prior to that, she held various positions within the Marketing and Finance organizations.
Throughout her career, Sherri has been active in community and professional organizations. She is a long-standing member of the United Way Leadership Circle and served as the chair of the 2009/2010 and 2010/2011 United Way Leadership Team for Florida Blue. She also volunteers for the PACE Center for Girls and is on the board of directors for Big Brothers Big Sisters of Northeast Florida serving as the Vice Chairman. She is actively involved with the Florida Blue Mentoring Program and is currently the executive sponsor for Florida Blue’s Interfaith Employee Resource Group.
Sherri holds a Master of Science in Business Administration from Jacksonville University and a Bachelor of Arts in Sociology from the University of North Florida.
Ryan Petrizzi, Vice President Consumer Markets and Product Development, AmeriHealth New Jersey
Ryan Petrizzi is vice president of consumer markets and product development for AmeriHealth New Jersey. He is responsible for end-to-end oversight and accountability of consumer markets, membership growth and retention within the consumer markets including sales forecasting and the development and execution of the consumer market strategic plan. Petrizzi is also responsible for product development and implementation, sales support, healthcare reform strategies and departmental project oversight for all market segments.
Ryan has played a valuable role in shaping AmeriHealth New Jersey’s health care reform and consumer engagement strategy. He consistently ensures a cohesive relationship between the sales organization and key operational areas so they can seamlessly meet customers’ needs.
Ryan serves as Vice Chair for the New Jersey Association of Health Plans. In 2015, Ryan was named to South Jersey Biz magazine’s 20 Under 40 list and NJBIZ’s Forty Under 40 list. He holds a bachelor’s of science from Albright College.
Jo Anne Anderson, Executive Vice President, Healthcare Innovation, Teleperformance
Jo Anne leads the strategic vision, performance, and development of Teleperformance’s healthcare division. In this role, she leads Teleperformance’s consumer-driven healthcare centers of excellence.
As Vice President of Global Operations at UnitedHealth Group, Jo Anne had oversight of more than 8,000 FTE’s providing a variety of member services. Her previous experience has also included developing supplier management structures at a large domestic and offshore site for UnitedHealth Group.
She earned her B.A. in business at the University of Minnesota. She completed a degree in Executive General Management at INSEAD in France and is currently pursuing her M.A. in Health and Human Services at the University of Minnesota.
Amit Shankardass, Executive Vice President, Market Engagement, Teleperformance
In his role Amit is responsible for aligning market needs with Teleperformance’s value proposition. He helps bring to life the company’s services for each of its strategic vertical markets including healthcare.
With over 16 years of industry experience, Amit brings a tenured history in the Customer Experience Management arena, functioning as the Chief Marketing Officer at BPO companies.
Amit has led several innovative product development efforts in the BPO arena and is a frequent contributor to various prestigious publications such as the Wall Street Journal, New York Times, and BusinessWeek. He is also a frequent speaker at thought leadership seminars and conferences globally.
He earned a bachelor’s degree in chemistry from the University of Delhi, India, and an MBA from Northeast Louisiana University.