Learn from some of the top-rated health plans in the country on how to improve the quality of customer service and align your initiatives with the overall strategic vision of the company. In this era of reform and health insurance exchanges, it will be essential to transition your business strategy to be consumer-directed in order to maximize member acquisition and member retention.

This year’s summit features a one-of-a-kind opportunity to hear directly from J.D. Power and Associates. 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.

KEY TAKEAWAYS FOR 2012:

• GAIN insider customer service insight from J.D. POWER
• EXPLORE innovative new communication and marketing channels
• BENEFIT from cross-industry customer service and loyalty insight from ZAPPOS!
• BOOST Star Ratings with higher customer satisfaction
• STREAMLINE and coordinate your marketing and communication campaigns
• SAVE extra costs by retaining existing customers not replacing lost ones
• MANAGE and simplify delivery of benefits to reduce member effort and confusion

2012 Advisory Board Faculty

Jacqueline Ebbs Director, Consumer-Directed Healthcare and Sales Support Blue Cross Blue Shield MA

Kevin Riley Chief Innovation Officer Florida Blue;  President and Chief Executive Officer GuideWell,Inc