Agenda

July 14, 2020

12:00 PM - 12:10 PM EDT

Chairperson’s Opening Remarks

12:10 PM - 12:55 PM EDT

Maximize Telesales To Increase Efficiency of Consumer Engagement During the Pandemic

  • Analyze the viability of different virtual channels to enable effective communication with members 
  • Utilize a consumer centric approach with all communication to enhance relationship with members 
  • Prepare for continuation of virtual communication post COVID-19 as a new norm of consumer behavior 

Thomas Sass, Director, Consumer Markets,
BlueCross BlueShield of Western New York

12:55 PM - 1:05 PM EDT
Break

1:05 PM - 1:50 PM EDT

Prepare for a Dual Enrollment Approach - In Person Versus Virtual

  • Analyze the precautions that need to be made in advance on in person enrollment and how best to market those to ensure your audience feel safe 
  • Create an action plan with roles for each team member for in person enrollment and virtual enrollment to ensure an efficient seamless process 
  • Identify technological needs to successfully enroll a large number of members virtually, and conduct test runs to ensure your capabilities match the needs 

Kristy Croom Tucker, Director of Member Experience & Acquisition
BayCare Health Plans

Speaker to be announced 

1:50 PM - 2:00 PM EDT
Break

2:00 PM - 2:45 PM EDT

Maximizing Internal and External Sales Reps Engagement with Consumer

  • Incorporate new training strategies to increase efficiency of your sales team in the field and virtually to ensure positive outcomes 
  • Utilize necessary tools to enable your sales reps to capture the information needed to convert business 
  • Reflect on short term success to identify areas of improvement immediately 
  • Create expectations and set goals for your sales teams to generate urgency in a challenging environment 

Tricia Lopez, Executive Marketing Director
HealthTexas Medical Group

Judie Victor, Sales Manager
SCAN Health Plan

2:45 PM - 3:00 PM EDT
Break

3:00 PM - 3:45 PM EDT

Case Study: Creative Ways to Virtually Connect with Your Target Audience

  • Explore new, virtual channels to connect with consumers, certified sales agents and key brand influencers 
  • Implement the right tools to support communication efforts and ensure a strong partnership 
  • Consider shift in long-term strategic approach as COVID pandemic could largely influence consumer behaviors 

Nicole King, Director, Broker & Community Relations
Intermountain Healthcare

3:45 PM - 4:00 PM EDT

Chairperson's Closing Remarks

July 15, 2020

12:00 PM - 12:10 PM EDT

Chairperson’s Opening Remarks

 

12:10 PM - 12:55 PM EDT

Analyze Consumer Behavior and Implement Strategies for New Membership

  • Maximize consumer data to generate a new approach to communicate with potential membership 
  • Analyze trends in age in members to identify best forms of communication, social media presence, and social influence to increase membership 
  • Adapt strategies to convert leads into new members through a data driven approach 

Matt Wallaert, Behavioral Scientist and Author
Start at the End: How to Build Products That Create Change

12:55 PM - 1:05 PM EDT
Break

1:05 PM - 1:50 PM EDT

Lessons Learned: Discuss Implemented Strategies that Express Success During the Early Stages of the Pandemic

  • Examine what implemented changes worked well at the beginning of the pandemic that you will continue to utilize 
  • Analyze data to identify increase in communication, satisfaction, and engagement with members to ensure quality of service 
  • Utilize lessons learned for future of care during the pandemic and in preparation for a second wave or future pandemics 

Larry Baca, VP Sales & Marketing
Inter Valley Health Plan

Tynan O'Neil, Director of Marketing and Communications
Health Alliance Medical Plans

1:50 PM - 2:00 PM EDT
Break

2:00 PM - 2:45 PM EDT

Strategies to Ensure Member Retention and Satisfaction During and Post Pandemic

  • Create and utilize powerful questions for your consumer engagement team to entice valuable responses from your members 
  • Build relationships with your members on a personal level to enhance probability of retention 
  • Incorporate a schedule including over communication in times of fear and potential isolation to affirm your values towards member care 

Steve Selinsky, Vice President,
Health Alliance Plan

Louis Yacovoni, Senior Director, Medicare Sales
Geisinger Gold 

2:45 PM - 3:00 PM EDT
Break

3:00 PM - 3:45 PM EDT

Maximize on CMS Flexibility with Virtual Healthcare While Remaining Compliant

  • Remain closely engaged with your compliance team to ensure that you can maximize your marketing approach while remaining complaint 
  • Understand the flexibilities that CMS are allowing and adapt your marketing campaign to increase consumer interaction 
  • Continue to conduct internal audits to catch any non-compliant issues and adjust immediately 

Speaker to be announced 

3:45 PM - 4:00 PM EDT

Chairperson's Closing Remarks