Featured Speaker:

Mr. Clark shares his knowledge about the company’s member satisfaction studies and how your plan can boost its ratings:

•           Understand the impact of a negative call experience for your member satisfaction rates
•           Learn how to organize your plan around the member to improve their experience
•           Hear what performance metrics are most closely-monitored  
•           Calculate general health plan experience benchmarks and compare with other industries
•           Adopt best practices leading to customer satisfaction

Today’s healthcare environment has forced health plans to become more dynamic and competitive as ever. According to a USA Today article published March 16, 2012, “The Congressional Budget Office estimates that by 2016, the law will increase the number of Americans with health insurance by 30 million to 33 million.” Individual members are becoming more involved in their healthcare, new health plan models and exchanges are emerging, and traditional customer service strategies will just not suffice. What strategies will your plan adopt to remain competitive and profitable?

 To stand out as industry leaders, health plans must not only deliver superior customer service but also make proactive solutions to maintain relationships with their members. Additionally, it is becoming more effective to market member satisfaction ratings and scores in order to increase member retention and new member acquisition. How will you guarantee that your member services department is the key to retaining members, increasing member acquisition, and driving revenue?

The World Congress 4th Annual Leadership Summit on Member Services in Consumer-Based Health Plans offers strategies and solutions to optimize member engagement and satisfaction to ensure profitability and growth in a highly-competitive retail world.

Attendees will learn from some of the top-rated health plans in the country on how to improve the quality of customer service, align their initiatives with the overall strategic vision of the company as a whole, and transition to a consumer-based and consumer-directed health plan that will be crucial in these times.

This year’s conference features a one-of-a-kind opportunity to hear directly from J.D. Power and Associates. Attendees will learn the breakdown of their health plan member studies, understand the needs of the individual consumer, and take back critical strategies to create a more positive member experience.

The member services department can be a health plan’s key to retaining and growing its member base, strengthening the overall brand, and remaining competitive in today’s retail, consumerist market.

“2012 Advisory Board Faculty”

Testimonials

“The speakers were relevant and very interesting. I enjoyed hearing what they have done and are doing to serve their members. Great ideas were presented.” – Ann Krummel, Assistant Manager of Customer Service, Security Health Plan

“Great ideas and strategies from very impressive speakers.” – Cara Fenwick, Deputy Director, Member Services, Health Plan of Michigan

Call for Papers: Submit Abstract for Presentations

The World Congress 4th Annual Leadership Summit on Member Services in Consumer-Based Health Plans is now accepting abstract submissions for 2012! Deadline is March 30^th. Click here for details.