The two-day virtual seminar will focus on strategies to improve member outreach, engagement, experience, and benefits.
The inaugural Member Engagement and Experience Symposium, a live-streaming virtual seminar, will take place noon to 4 p.m. EST, Wednesday, August 3 and Thursday, August 4. Participants will learn how to create the ultimate engagement strategy and improve member satisfaction to optimize member experience and improve care.
Here’s a look at the planned sessions and speakers:
Untangling member outreach, engagement, experience, and satisfaction
Industry expert Shannon Decker, M.Ed., MBA, Ph.D., will discuss the importance of using the right terms (internally and externally) to capture the right information and effectively meet goals. She’ll help you identify the difference between member outreach and engagement, and why to move beyond outreach to true engagement
Rethinking diversity, equity, and inclusion (DEI) to reach more members, more effectively
Join Amerihealth Caritas’ Vandna Pandita, vice president, HEDIS strategy & analytics, and Danielle Brooks, director, health equity and quality, for a session on how to change your messaging to better reach diverse member populations and reduce disparities in health care. They’ll explain the business case behind why increasing member DEI efforts leads to revenue and organizational growth.
Measuring the effects of in-home care benefits on member experience
COVID has reset the bar in terms of in-home member benefits, such as food delivery, companionship, at-home testing and monitoring technology, and pedicures. Learn how to evaluate which benefits to keep beyond the pandemic.
Year-end strategies to improve satisfaction and engagement
This panel discussion will focus on actions to take now that can still make a difference in 2022 and optimize member engagement and improve member experience. Panelists include Decker and Steve Selinsky, vice president, product, marketing, Medicare sales and community outreach, HAP. Ana Handshuh, CHC, principal, CAT5 Strategies, will moderate the discussion.
Organization-wide focus on getting members the care they need, when they need it
Rex Wallace, principal, Rex Wallace Consulting, LLC, will kick off the second day of the seminar with a panel on how to improve member satisfaction by exceling at the basics—the right benefits, providers, and processes. The panel will discuss how to capture the voice-of-the-customer signals from across the organization and how to understand one member at a time.
Spread the word: An effective digital transformation
Kathleen Ellmore, managing director, Engagys, will share how one plan is successfully addressing print to digital transformation, including some early wins with measurable results. She’ll address the importance of people, process, and governance changes which must accompany a transition from analog to digital interactions. Participants will learn the key technology capabilities needed to be successful and how to build a business case to enable transformation at their organizations.
Culturally competent engagement
Handshuh will be close out the seminar with a presentation on ways to create and deliver culturally competent services and help improve health outcomes and quality of care while addressing racial and ethnic health disparities.
The Member Engagement and Experience Symposium will take place noon to 4 p.m. EST, Wednesday, August 3 and Thursday, August 4. Click here for more information about the virtual event, including the full agenda, roster of speakers, and how to register.