Using CRM for Member Engagement & Care Management

  • December 08, 2016
  • 1:00 PM – 2:00 PM ET

Health plans are increasingly transitioning away from manual administrative processes such as claims submission and payment to a fully automated model. From member enrollment to wellness management, CRM systems provide an opportunity to enable ongoing communication and improve member management in a cost-effective way. Analytic tools to identify high risk populations and provide member health insight are becoming the norm. This shift will allow health plans to focus time and resources on ways to engage consumers and motivate them to take charge of the health care journey.

Today, health plans need to holistically meet the needs of a new hyper-connected and demanding consumer. Effective engagement happens at the precise moment consumers are ready to take action and need advice the most. In this webinar, we will discuss how an enterprise CRM system can provide a foundation well beyond sales within a health plan to also include member service, care management and population health management to build lasting customer relationships.

Webinar participants will learn about:

  • How to optimize your organization’s CRM strategy to achieve care management and population health goals
  • How to leverage CRM as a tool for continuous care management through end-to-end multi-channel campaign management functionalities
  • How to leverage CRM as a tool to automate care transitions process including, care planning and discharge management programs
  • How to leverage CRM as a tool to enable members in achieving their health and wellness goals
  • How to leverage CRM as a tool to proactive engage health plan members in social media including member-centric online communities

Who should attend: Health plans looking to harness the power of an enterprise-wide customer relationship management (CRM) system will benefit from this session.


Fadesola AdetosoyeFadesola Adetosoye, Care Management Practice Lead, Health Plan Innovation & Consulting, NTT DATA


Liz PetersLiz Peters, CRM Practice Lead, Health Plan Innovation & Consulting, NTT DATA