Rise

Welcome Remarks

Operationalizing Our Values

• Explore how to execute on your health plan’s values, keeping member experience and quality of care at the center of your work 
• Identify strategies to engage members, internal staff, and external partners in your value-driven initiatives 
• Discover how a health plan moved the member experience needle by operationalizing one of their core values  

April Kennedy, Program Manager Consultant, CAHPS Member Experience
Blue Shield of California

Katie Lanza, Manager, Medicare Stars
Blue Shield of California

An Organization-Wide Approach to Member Engagement

• Discuss strategies for aligning your entire organization to meet member experience and engagement goals 
• Leverage the spotlight CMS has placed on health equity and member experience to create a top-down organization-wide culture of spectacular customer service for all members 

Nikki Hungate MS, MHA, Director of Medicare Product Solutions
Medical Mutual of Ohio

Making “Trust” a Strategic Advantage

• Discuss why trust is critical to build, measure, and increase engagement 
• Consider proven tactics that help improve trust in healthcare 
• Learn how to measure member and provider trust 

Jenn Kerfoot, Chief Strategy and Growth Officer
DUOS

Rex Wallace, Principal
Rex Wallace Consulting, LLC

Luis Cerda, Senior Consultant
Rex Wallace Consulting

Tools & Technology Spotlights

Leading service providers will showcase their offerings in a quick-pitch setting. Evaluate the latest and greatest tech tools to bring back to your organization.

Optimizing Health Plan Engagement with Behavioral Science

• Gain an understanding of behavioral science and how it can be applied to directly impact your plan’s performance in areas ranging from lead generation to driving preventive care or assisting with social risk factors 
• Explore research insights and marketing outcomes from member research and campaigns that have far-reaching implications for your initiatives 
• Discover proven methods for connecting data science to behavioral science to measure its effectiveness and continuously improve 

Lisa Zaval, PhD, Principal Behavioral Scientist
LimeTree

Galen Swint, Managing Partner, Analytics and Technology
LimeTree

How to Turn the New CMS Benefit Rules and Star Ratings into a Growth Opportunity

• Learn why engaging early and often helps members feel guided, supported, and valued, and how to prioritize outreach to maximize the utilization of benefits most correlated to retention, NPS, and health outcomes  
• Recognize how to optimize for the action you want by leveraging data to make your communications to members far more targeted, heading off underutilization at the pass  
• Leverage AI/predictive analytics into the member experience to help understand where the member is on their health journey to personalize content and calls to action to help drive them take next steps 
• Discover the added value of driving greater benefit utilization, including helping plans meet new Star and Health Equity Index requirements 

Bill Phillips, Chief Strategy & Performance Officer
Linkwell Health

Panel: Meeting the Member Where They Are

• Consider innovative new ideas for engaging members at supermarkets, pharmacies, schools, sports, and beyond 
• Rethink engagement incentives to ensure they align with the different needs of various member populations 
• Consider the role of new technology and community support in in-home assessments and preventative care 

Melissa Smith, Founder, Senior Advisor
Newton Smith Group

Tools & Technology Spotlights

Leading service providers will showcase their offerings in a quick-pitch setting. Evaluate the latest and greatest tech tools to bring back to your organization.