Re-Inventing Member Engagement:
Strategies for Consumerism

  • November 18, 2021
  • 11:00 AM – 12:00 PM ET
  • Online

Consumer expectations for a seamless digital health experience coupled with overall digital disruptions are accelerating digital transformation in the industry. Given the complex and evolving dynamics, stakes are much higher in health care than in typical consumer transactions.

Members acting with greater agency are more active in health care decision-making, and for them to see health insurance providers as a trusted advocate, there is a greater need to orchestrate health services, tools, products and data across the member journey. Health insurance providers also need to adopt & leverage digital technologies to respond to the rising consumer trends in the health care industry.

This panel discussion will cover the following to address member experience as a focus area, including what members are missing today while making important decisions; digital strategies to improve member experience; and how data & analytics can provide intelligent recommendations and member insights.

Attendees will learn about:

  • Digital concierge-like experiences of some of the leading health insurance providers
  • Evaluation of health insurance providers’ current member experience strategies
  • Augmenting personalization through data analytics


Eric Schultz
FluidEdge Consulting – A CitiusTech Company

Eric is the past President and CEO of Harvard Pilgrim Healthcare Inc. and Fallon Community Health Plan. He has held Executive positions with CIGNA Healthcare, and served on the Boards of the Kenneth Schwartz Center, America’s Health Insurance Plans, the Massachusetts Association of Health Plans, the New England Council and the Worcester Regional Research Bureau. He has a Bachelor of Science Degree in Biology and a Bachelor of Arts in Economics from the University of Connecticut, and a Masters of Business Administration Degree from Yale University’s School of Management.

Gloria Romeo
Senior Vice President of Product and Development
HM Health Solutions (HMHS)

Gloria Romeo, Senior Vice President of Product and Development at HM Health Solutions (HMHS), a part of the Highmark Health enterprise, has more than 20 years of experience running large transformational programs for payer organizations, as well as hands-on experience in all aspects of the Software Development Lifecycle.

In her current role, Gloria is responsible for the Enterprise Health Solution Platform (EHS), an end-to-end solution that manages functions from Sales through Claims Payment and everything in between. During her time at HMHS, Gloria has been leading the organization on its journey from a solutions-based focus to a product mindset. This effort is both technical and organizational in nature, involving not only the modernization of legacy applications into stand-alone configurable and modular products and the development of strategic roadmaps but also the standing up of Agile, full-stack teams to complete the technical modernization effort.

Prior to joining HMHS, Gloria was the vice president of the Market Facing Portfolio at CareFirst BlueCross Blue Shield where she led the implementation of Member, Broker, and Employer programs.  Gloria also spent six years at Accenture where she was responsible for the delivery of a wide range of projects at several health insurance plans.

Gloria has an MBA in Finance and International Business from the University of South Florida and a BS in Computer Science from Hofstra University.

Patrick Getzen
Former Sr. Vice President & Chief Analytics Officer

Blue Cross Blue Shield of North Carolina

With more than 25 years of experience in the health insurance industry, Patrick currently serves as an advisor to Vision Consulting, Heads Together Health, PASCO, and CitiusTech. Most recently, he served as Vice President and Chief Actuary for Blue Cross of North Carolina, where his responsibilities included pricing for individual customers and employers, valuation, underwriting, product development support, and financial planning support.

Previously, Patrick served as Board Member for Appalachian State University’s Walker College of Business Advisory Council, Blue Health Intelligence, GNS Healthcare, IBM Watson Health Payer Advisory Board, Duke Forge, and the Congressional Budget Office’s Panel of Health Advisors.

A graduate of the University of Maryland at Baltimore with a degree in mathematics, Patrick is a Fellow of the Society of Actuaries and a Member of the American Academy of Actuaries.