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Wednesday, March 18, 2009
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7:00 am -
8:00 am
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8:00 am -
8:15 am
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8:15 am -
9:00 am
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9:00 am -
10:15 am
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- Why member retention is critical to health plan profitability
- How should member retention be tracked, measured and valued
- Measuring health plan member lifetime value
- Calculating the ROI of a retention program
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10:15 am -
10:45 am
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10:45 am -
11:30 am
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- Embrace a direct-to-consumer acquisition strategy (in conjunction with employer group strategies), and deploy analytic capabilities and new marketing techniques to grow the business and remain competitive.
- Establish a complete strategy for member retention to extract further return on investment (ROI) from the process by ceasing to target members in high-churn segments (for example, young college graduates, who tend to change jobs more often).
- Invest in a variety of tools (such as customer feedback or survey tools, or text mining of customer communications) to create customer profiles that identify why specific members are likely to churn.
- View a good customer experience as the best way to attract and keep customers, building up loyalty over time that will spread by word-of-mouth advocacy to generate even more loyal customers.
- Invest in Web and contact center analytics, next-generation voice response and Web self-service to enhance the customer experience and promote member retention.
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11:30 am -
12:30 pm
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- What are the necessary components of a member retention program
- Understanding why members leave, and when they are most likely to leave
- Identification and triage of "at risk" members
- Strategies for managing "low value" members
- Beyond the "Save Desk" – essential parts of an integrated retention program
- Effective proactive and reactive retention strategies and tactics
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12:30 pm -
1:45 pm
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1:45 pm -
2:30 pm
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- New opportunities for plans to gather "low hanging fruit" as members enter new life phases
- Better retention of members making the transition between major product classes
- As a whole, the industry has a conversion opportunity worth roughly $40 billion or more a year
- Recognizing the extent of possible gains – developing and implementing purposeful, integrated strategies to identify and convert prospects
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2:30 pm -
3:30 pm
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- The value of multi-channel communication – phone, chat, email
- CRM: Using member data as retention's "secret sauce"
- Customer self-service – does it hurt or help member retention?
- Socialization: An emerging tool in driving member retention
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3:30 pm -
4:00 pm
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4:00 pm -
4:45 pm
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- Wellness and disease management programs – what is the retention impact/ROI?
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Eileen Meehan
Vice President and Chief Operating Officer, The Health & Wellness Institute
former Senior Program Manager, Blue Cross Blue Shield of Rhode Island
 View Biography
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Corey McCarty
Director, Strategic Marketing and Product Innovation
Blue Cross Blue Shield of Rhode Island
View Biography
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4:45 pm -
5:45 pm
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- Understanding and applying the Voice of the Customer
- How to gather, assess and benefit from member / market opinion
- Member surveys / exit interviews…do they have value?
- Recapturing lost members...is it worth the effort?
- Grass roots or "word of mouth" marketing: What is it, and how can it be applied by health plans?
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5:45 pm -
6:00 pm
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6:00 pm -
7:00 pm
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