Agenda

September 29, 2020

12:00 PM - 12:10PM EDT

Welcome Remarks

Kevin Mowll 

Executive Director, The RISE Association & The RISE Institute 

12:10PM – 1:10PM EDT

Journey Mapping Experiences That Drive Behavioral Change

  • Discuss how leveraging customer experience principles fuels the design of more effective engagement journeys 
  • Examine the journey-mapping process – from current state, to future state 
  • From Paper to Practice – Discuss key lessons in roadmapping and operationalizing your journey 

Jim Politte 

EVP, Business Development, Wunderman Thompson Health 

Johnny Escobar 

Sr. Consultant, Customer Experience Lead, Wunderman Thompson Health 

1:10PM – 1:25 PM EDT
Break

1:25PM – 2:25PM EDT

Creating a Connection and Strengthening the Bond between Member and Health Plan

  • Discuss the use of data to drive personalization and enhance consumer experience   
  • Understand communication preferences across channels and examine the growing demand for digital options 
  • Gain insights on how to drive value in every touch point and interaction as a foundational basis for engagement 

Kathleen Ellmore 

Managing Director, Engagys 

2:25PM – 2:40PM EDT
Break

2:40PM – 3.40PM EDT

Member Engagement: A Full-Year, Multichannel Imperative

  • Learn about engagement strategies that boost member satisfaction, immediately support the newly weighted member experience Star measures, and deliver audience growth and greater brand awareness and affinity
  • Join a case study presentation around full-funnel digital member engagement retention—and leave with key takeaways
  • Explore a member retention toolkit for OEP and dive deeper into practical steps to implement in your organization

Bill Phillips  

Chief Content Officer, Linkwell Health 

3:40PM – 3:50PM EDT

Key Takeaways & Wrap up

Kevin Mowll

Executive Director, The RISE Association & The RISE Institute

September 30, 2020

12:00PM – 12:10PM EDT

Opening Remarks

Kevin Mowll 

Executive Director, The RISE Association & The RISE Institute 

12:10PM – 1:10PM EDT

Driving Lasting Member Behavior Change to Impact Quality and Revenue

  • Examine value-based incentives and rewards to drive sustained behavioral change with members
  • Explore the connection between member engagement and improved HEDIS measures, care gap closures and health outcomes
  • Understand the impact and value of personalization on member satisfaction
  • Find out how to develop an ROI and business case to support an engagement program

Jonathan Cummins 

CEO and Partner, GuideUp Health 

1:10PM – 1:25 PM EDT
Break

1:25PM – 2:25PM EDT

The Digital Age in Health Care and the Continuing Impact of Covid-19 on Member Experience

  • Discuss lasting changes related to telehealth and understand how to continue to utilize telemedicine to boost member experience and quality
  • Explore ways to maintain meaningful communication with members in the current landscape while understanding how to use your data to best target
  • Hear how to re-substantiate yearly chronic diagnoses while promoting safety for members

 

Daniel Weaver

VP Medicare & Medicaid Quality Programs, Gateway Health Plan

2:25PM – 2:40PM EDT
Break

2:40PM – 3:40PM EDT

Roundtable Discussion: Member Experience Best practices (lively discussion of pre-selected topics in a roundtable setting)

  • Behavioral economics 
  • Direct marketing principles  
  • Incentives design 
  • Leveraging the best of content marketing 

Kathleen Ellmore 

Managing Director, Engagys 

Bill Phillips  

Chief Content Officer, Linkwell Health 

Jim Politte 

EVP, Business Development, Wunderman Thompson Health 

Johnny Escobar 

Sr. Consultant, Customer Experience Lead, Wunderman Thompson Health 

Jonathan Cummins 

CEO and Partner, GuideUp Health 

3:40PM – 4:00PM EDT

Wrap up - Key Takeaways & Lessons Learned

Kevin Mowll

Executive Director, The RISE Association & The RISE Institute

 

Daniel Weaver

VP Medicare & Medicaid Quality Programs, Gateway Health Plan