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 uncertainty in reform and changing products and populations, it will be essential to transition your business strategy to be consumer-directed, emphasize member learning, and increase retention.

View 2012 Speaking Faculty!

2012 Speaking Faculty
Rosemary Bennett Information Management and Training Specialist Health New England	Matt Brown Director of Healthcare Strategy Kony Solutions	Anne Brunson Assistant Vice President, Customer and Provider Services Blue Cross Blue Shield of RI
Katie Catlender Director, Customer and Account Service Harvard Pilgrim Health Care	John Clark Director, Healthcare J.D. Power and Associates	Roseann DeGrazia, RN, BSN, Med Senior Director Medical Management UPMC Health Plan
Jacqueline Ebbs Director, Consumer-Directed Healthcare Solutions and Sales Support’ Blue Cross Blue Shield of MA	Gretchen Gray Director of Member Experience and Services Optimization Blue Cross Blue Shield of North Carolina	Noreen Hurley Director, Medicare Preferred Tufts Health Plan
Mary Beth Jenkins Senior Vice President and Chief Operating Officer UPMC Health Plan	Suzanne Leary Senior Director, Service Engagement Blue Cross Blue Shield of MA	Peter Lore Member Services Manager Health New England
Roni Mansur Chief Operating Officer Massachusetts Health Connector	David Mezzanotte Vice President of Sales and Marketing CareSource Third largest Medicaid Managed Care Plan in the U.S.	Robert Osgood President The RBO Group, LLC
Stephen Pappas Vice President, Global Sales Panviva, Inc.	Leslie Pecci Chief Operating Officer Connextions	Kevin Riley Chief Innovation Officer, Florida Blue; President and Chief Executive Officer GuideWell,Inc.
Marc Ruggiano Partner and Healthcare Practice Leader Peppers & Rogers Group	Jim Schmidt President & CEO Green Peg	Sharon Smith Professional Services Manager, North America Panviva, Inc.
Maura A. Sullivan Senior Manager, Customer Loyalty Team Zappos CLT, Inc.	Jill Syracuse Executive Vice President & Chief Service Officer Independent Health	John Young Senior Vice President, Consumerism CIGNA HealthCare

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 5th Annual Leadership Summit on Member Retention and Customer Service for Consumer-Based Health Plans is now accepting abstract submissions for 2013! Deadline is May 3^rd. Click here for details.