Attendees of this workshop will learn specific methodologies and best practices that can be applied in your organization to improve the overall end-to-end experience for your customers. It is imperative to assess all aspects of business processes and areas of increased efficiencies within your customer service department and call center to stay viable in today’s increasingly competitive healthcare environment. This interactive session will allow you to experiment with several business methodologies that will increase employee engagement with the primary purpose of providing great customer service. Attendees of this workshop will gain greater insight to:

• Explore best practices and tips to improve end-to end customer service
• Understand proactive strategies to create a customer service culture
• Assess examples of aligning customer service metrics to support core values

Jim Schmidt is President & CEO of GREEN PEG. Leveraging more than 20 years of management, consulting and training experience, he specializes in shifting organizations (especially IT departments and call centers) from existing as functional organizations to operating as successful service organizations. Prior to creating Green Peg, Jim was the co-founder of Mitre Peak, Inc. and the co-founder and principal architect at Talarian. Jim received his B.A. in Mathematics/Computer Science from San Jose State University. His experience as an FAA Certificated Flight Instructor has provided him with additional and rare insight in the field of adult learning.

This case study of UPMC Health Plan’s successes with member satisfaction and consumer engagement will focus on key industry strategies to drive member satisfaction. These topics are key drivers in the overall member experience and can be the difference between in optimal member retention and satisfaction. Attendees of this session will further learn to:

• Assess practices applicable within your call center to optimize the member experience
• Explore how these strategies can drive engagement and consumer satisfaction
• Understand how to increase efficiencies within your organization preparing you for the future while optimizing the present

• Keeping up with Social Media: The Role of the Contact Center in Response
• Incentive Management – for Representatives, Management and Customers
• Elevating the Contact Center's Role in the Organization

• Recognize the market forces raising the stakes for health plans
• Acknowledge where we are as a company and an industry
• Identify our customers and the experience they expect
• Realize what true transformation takes
• Employ new methods to engage members, increasing the value they derive from their health plan

Learn how BCBSNE’s steady and consistent focus of their core values won the race. Blue Cross and Blue Shield of Nebraska has been ranked “Highest in Member Satisfaction among Health Plans in the Heartland Region” (IA, KS, MO, NE) three years in a row in the J.D. Power and Associates Member Health Insurance Plan Study. In the midst of healthcare reform, it is important to leverage the voice of your customer while you are developing or updating service strategies. Attendees of this session will further delve into:

• Explore how creative approaches to training, coaching, empowering and incentives lead to enhanced first call resolution and higher customer satisfaction
• Break down the communication silos and take matters into your own hands using simple solutions to improve communications inside and across other departments
• Create a rally cry across the organization to connect everyone’s role and impact to the customer’s experience
• Learn how getting back to the basics and organizational teamwork supercharged customer experience at the Blue Cross Blue Shield of Nebraska health plan

Members enrolled in commercial health plans typically look to spend as little time as possible in contact with call centers. Therefore, by achieving frequent first contact resolution, plans not only enhance the member experience, but reduce the amount of resources devoted to unnecessary follow ups. This session focuses on:

• Implement approaches that effectively bring closure to customers on first contact
• Develop successful methods to measure and optimize call center performance
• Unify networks to increase customer satisfaction
• Explore Sigma 6 and business process management strategies

Explore how Neighborhood Health Plan, Massachusetts is effectively reorganizing the Customer Care Center to increase member satisfaction by increasing the accuracy and efficiency of responses to callers, improving first call resolution, and ensuring proper alignment of staff to skills. This case study will give key insights into strategies implemented to enhance the member experience that will boost CAHPS scores and will demonstrate how NHP intends to measure and monitor quality, accuracy, and overall member satisfaction on an ongoing basis. Attendees of this session will gain further insight to:

• The different skills needed to respond to member and provider calls
• The different expectations of Medicaid members and commercial members
• Assess communication strategies with a specialized focus on transparency and training