Offer a frictionless member experience? It’s possible!

  • May 15, 2018
  • 1:00 PM – 2:00 PM ET
  • Online

We all have our favorite companies. These businesses do more than offer the products or services we want — they amaze us by making it easy to conduct business with them. Consumers don’t always find it easy to do business with their insurer, and they let us know through surveys, comments, and by switching health plans. The challenge is they tell us they don’t like the experience, not always what we need to fix first. We reviewed nearly 50 health insurers’ online Medicare enrollment process using our Custom Friction Factor (CFF) methodology and identified who does it well, and what makes them stand out. Come and hear who did the best on our CFF score, and how you can better attract and maintain your Medicare Advantage customers. Andy Arends and Matt Leach will walk you through the approach and the lessons learned from a quantitative and qualitative review of the study—and if your plan was on the list, we can talk you through it offline.


Andy Arends
Vice President, Health Plan Solutions
NTT DATA Services

Andy has significant health care strategy and operations experience, especially in building successful customer strategies, program design, reporting, and operations. His experience includes Health Care strategy, Consumerism, Core Administration / Operations, and Technology. He also has deep health care reform and Medicaid content knowledge, including public policy development.

As the leader of NTT DATA’s Health Plan Solutions team, whose charter is to develop leading-edge solutions for health insurers, Andy’s focus is enabling NTT DATA’s clients to be ready for the next generation of health care delivery and financing. The team’s current focus includes consumerism, analytics, social media, mobility, public and private insurance exchanges, and Accountable Care Organizations. This global, multi-disciplinary team includes experienced consultants, clinicians, regulatory experts, technologists, and delivery SMEs.

Prior to the acquisition of Dell Services by NTT DATA, Andy led Dell’s Health Plan Innovation & Consulting team and Health Insurance Exchange offering, including successful efforts to work with the Massachusetts Connector.

Prior to joining Dell Services, Andy was a member of Deloitte Consulting’s Strategy and Operations practice for health insurance plans, where his projects spanned a wide range of critical issues, including care management, health plan operations, and core administration platforms. He joined Deloitte after working at Kaiser-Permanente, where he led the Colorado region’s Medicaid / SCHIP line of business. Before Kaiser-Permanente, Andy led the operation of disease management programs for multiple state Medicaid programs, including Oregon and Washington.

His past public speaking engagements and webinars include America’s Health Insurance Plans (AHIP), the Managed Care Executive Group (MCEG), the California Association of Health Plans (CAHP), the Association of Community Affiliated Plans (ACAP), and multiple private webinars and workshops focused on healthcare reform strategy. Andy holds an MBA from UCLA-Anderson, an M.Sc. from the University of Edinburgh, and a bachelor’s degree in government from Harvard College. Raised on a farm in central Iowa, Andy now lives in suburban Chicago with his family.

Lesa Bailey
Health Plan Solutions Global Practice Lead, Consumer Division
NTT DATA Services

Lesa is the global practice lead for consumer solutions in NTT DATA’s Health Plan Solution team focusing on digital innovations for health plans. She has more than 30 years of experience in Health and Welfare, Group Benefits, and Health Plans. Including, serving in managerial and leadership roles within various Health Plans and Insurance Carriers, as well as many years in Senior Leadership/Executive roles for national Consulting firms. Lesa has expertise in Health and Welfare sales, brokerage, and consulting, including Group Benefits, Provider solutions, Communications, Change Management and User Experience projects. Additionally, she has expertise in: Retirement plans, Buy-outs, Multi-national pooling, Integrated Disability, and Captive re-insurance.

Matthew Leach
Vice President, Digital & Application Services
NTT DATA Services

On his first day as an engineer, someone decided that Matt Leach should write requirements. He soon discovered that project success is not just about technology, but a holistic solution that solves the right problem. Since then, he has helped organizations better understand their business and their customers while delivering solutions that delight both. Currently, Mr. Leach is a Vice President in NTT DATA’s Digital and Applications Services business unit where he leads the Business Analysis and Project Management Practices.