The 7th Annual Insurer’s Consumer Experience and Retention Summit

Improving the experience Dual Eligible populations have with their health care is complex and challenging work. In this in-depth workshop, learn how to improve those members’ experience, manage issues related to churn, and create engaging educational programs to better manage this population.

• Describe the unique traits and challenges associated with engaging the Duals population
• Create tailored education programs for Duals and their family members to improve their experience by better explaining benefits and transparency programs
• Examine how successful education programs have made an impact on satisfaction, utilization, and the cost trend
• Integrate care management and family outreach initiatives to improve adherence and outcomes
• Simplify members’ experiences by reviewing integration, communications, and eligibility operations to address issues related to churn

The transition to a consumer-centric service organization from a traditional B2B company has been difficult for many plans. In this workshop, hear lessons learned and best practices from payers and providers that have integrated the consumer-centric view across all departments. Discover the benefits taking this approach has had on employee engagement and outcomes.

• Learn how to help senior leaders put the consumer at the center of their strategic plans
• Create cross functional teams that work on integrating the voice of the consumer throughout all departments
• Hear lessons learned around engaging providers as to ways that they can improve the experience and outcomes of patients
• Discover ways to measure the ROI of cross-functional, consumer-focused training initiatives
• Hear how organizations can fight push-back from internal departments, and strategies to improve coordination and cooperation across the organization