RISE’s second annual Member Engagement and Experience Symposium returns as a live, in-person event August 3-4 at The Adolphus, Autograph Collection in Dallas. The conference will feature two full days of sessions and more than six hours of networking for quality, customer service, sales, marketing, population health, and other health plan professionals involved in the member journey cycle.
Here's a sneak peek at what’s planned:
National Kidney Foundation’s Elizabeth Montgomery to present keynote address
We’ll kick off the conference Thursday morning, August 3, with a presentation by Elizabeth Montgomery, national vice president, learning strategies and population health programs, National Kidney Foundation. She’ll describe the barriers to member engagement and optimized experience for people living with kidney disease. She’ll also address the role that the Kidney Health Evaluation for Patients with Diabetes (KED) quality measure plays in member engagement and experience. Montgomery will also discuss the interventions that demonstrate why health plans must move beyond the KED measure to ensure engagement and optimized health outcomes for their members with kidney disease.
Sessions devoted to member experience
Rex Wallace, principal, Rex Wallace Consulting, LLC, and Jessica Vander Zanden, vice president of operations, Network Health, will discuss the pros and cons of the change in CAPHS measure weights during the session Member experience: The healthy health plan’s beating heart. They’ll explain how to leverage member experience efforts to raise quality scores beyond CAHPS.
Learn what a great experience could look like from enrollment through onboarding during a session that takes a Deep Dive: Optimize experience and engagement during member onboarding. Attendees will discover how to maximize the first 90 days of the member journey and identify how to strategically integrate different functional areas (e.g., pharmacy, quality, medical services) to coordinate touchpoints and messaging, maximize good will, and set the stage for a positive member experience and optimized care.
Keileigh Brown, quality analyst, Hometown Health, will go over how to create a 360-degree member experience program. The presentation will explain how to leverage the CAHPS® Clinician & Group Survey year-round, develop an off-season drill down study, and bridge the gap between members and providers.
A panel will discuss member experience and engagement across product lines. Naomi Irvin, chief of staff-government markets, Blue Cross and Blue Shield of North Carolina, will moderate the session, which will discuss how member engagement and satisfaction differs between Medicare, Medicaid, marketplace, commercial, and other types of health plans. Panelists include Julianne Eckert, senior director, clinical quality programs, Clover Health, and Archie Dey, director, consumer experience and insight, SCAN Health Plan.
Explore new ways to handle consent, provider agency, and provide transparency for patients in the session health equity and building extreme trust. Speakers will discuss how to best communicate how you obtain and use member information in different ways and at different times —and how doing so adds value to the individual member. They’ll also help attendees identify the role of trust, respect, and sensitivity in meeting health equity goals. Speakers include Nikki Hungate, director, Medicare & government programs product strategy, MVP Health Care; Emily McGrath, director, product development + innovation, health equity & social impact, Humana; and Ana Handshuh, CHC, principal, CAT5 Strategies.
Sessions devoted to member engagement
Contact center spotlight: The backbone of member engagement will address how AI technology can provide member services representatives with the necessary insights for effective guidance and help service members resolve complex issues quickly. The session will discuss industry best practices for payers and PBMs to personalize their call center experience across all channels as well as strategies for guiding members to the right path quickly and easily.
A panel will discuss member engagement vs. patient engagement. Panelists Leon Lead, manager, Stars/FEP quality improvement programs, Blue Cross Blue Shield of Arizona, and Katie Ford, vice president of clinical, quality and engagement, Convey Health Solutions, will identify the distinctions between various types of engagement, go over how to eliminate the disconnect between member and patient engagement, and discuss how to align efforts with providers to achieve mutual goals. The session will be moderated by Ryan Dodson, regional manager, risk adjustment, Choice Medical Group.
Learn what the latest CMS changes mean for member engagement during a fireside chat moderated by Laura Sheriff, vice president, risk adjustment, Southwestern Health Resources, and Kacey B. Dugan, director-policy & regulatory affairs, Faegre Drinker Biddle & Reath LLP (invited). The discussion will focus on what CMS’ latest Advance Notice and final rule for health plans require for compliant member engagement, the impact of Stars measure changes related to member experience, and evolving privacy and data laws and regulations that affect health plan member engagement.
Discover new metrics for measuring member engagement in the session measuring engagement: data and metrics for proving success. The presentation will address how to quantify success and document the ROI for different approaches to member outreach. Attendees will also learn how to identify and prove which strategies for touching your plan members are working and which are not.
Gary Melis, clinical pharmacist, Network Health, will speak at the session on how to engage members with their pharmacy benefits to improve quality, outcomes, and satisfaction. He’ll discuss proven strategies that empower members to be better consumers of their pharmacy dollars, how the pharmacy benefit impacts member compliance, and how a hybrid MTM program impacts Star and other quality measures.
The Member Engagement and Experience Symposium will take place August 3-4 at The Adolphus, Autograph Collection in Dallas. Click here for the full agenda, list of speakers, and registration information.