Smarter Communications To Improve Member Engagement and Health Outcomes

  • October 14, 2020
  • 3:00 PM – 4:00 PM ET
  • Online

Consistently pushed by government regulations and the need for cost containment, health insurance providers are faced with a staggering array of requirements. From managing Medical Loss Ratio via administrative cost containment to developing member engagement strategies that positively affect both member’s health and costs for chronic condition management, health insurance providers are faced with regulations and goals that are not always in alignment.

Health insurance providers, due to regulatory and clinical requirements need to maintain hundreds, sometimes thousands, of communications templates, which often contain standard language that must be updated in multiple locations. The result is a maze of communication management protocols that are fraught with error and inefficiency.

As more organizations aspire to increase customer engagement, they are looking beyond just improving traditional services and into changing how the company interacts with its consumers on a daily basis.  Our panelists will discuss how the right approach and technology strategy can improve customer satisfaction & engagement and reduce the administrative costs related to the processes of managing communications.

Attendees will learn:

  • How technology can be leveraged to reduce costs and improve effectiveness of omnichannel (letter, email and text) communications.
  • Why omnichannel communications are important for the different demographics served by health insurance providers, especially regulatory lines of business (Medicaid and Medicare).
  • How member health can be improved by increasing engagement in chronic condition management.
  • How members currently rate the communications from their health insurance providers and what they’re looking for.


Munish Khaneja, MD MPH FACP
Chief Medical Officer
Altruista Health

Dr. Khaneja is the Chief Medical Officer and Lead of Clinical Innovation at Altruista Health. In this role, he oversees clinical strategy and regulatory innovation across all products and services. Additionally, he has been instrumental in supporting clients with vulnerable populations to drive significant cost savings while improving quality and health outcomes for their members. Previously, he served as a managed care executive at Affinity Health Plan and Emblem Health, where he specialized in optimizing pharmacy management, quality management and medical management initiatives.

He is a board-certified physician trained in medicine, pediatrics and public health. Dr. Khaneja received his doctor of medicine from the SUNY Downstate College of Medicine and a master’s of Public Health from Mailman School of Public Health at Columbia University. He is also certified in Medical/Healthcare Informatics from the Oregon Health Sciences University.

Brian Damiani, MBA, CHCIO
President & CEO
Wendigo Advisors and Smart Communications SME

Mr. Damiani is the founder, president, and chief executive officer of Wendigo Advisors. Launched in 2017 and based in Broomfield, Colorado, Wendigo provides interim and fractional executive services to health insurance plans across the country. In his role Mr. Damiani is responsible for all operational and strategic activities, oversight of client projects, and supporting clients through software implementations, upgrades, operations, and optimizations. Mr. Damiani began his career as a software engineer in mining and financial services before getting started in healthcare when hired to run the software engineering department for a key core administration system used by payers in the US.

Mr. Damiani received his BSBA in Management Information Systems at the University of Arizona in Tucson and his MBA from Arizona State University in Phoenix.

Chris Murphy
Product Marketing Manager
Smart Communications

Chris Murphy is Senior Director of Product Marketing at Smart Communications™, a customer communication management platform specializing in helping enterprises – many in the world’s most highly regulated industries – to deliver smarter conversations across the entire customer lifecycle. Chris is currently responsible for the go-to-market strategy for its flagship product SmartCOMM™. A frequent speaker at customer and industry events, Chris has held various positions at leading organizations including SalesLoft, IBM, and Silverpop.