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  • Shannon Adams
    Vice President of Customer Experience
  • John Burich
    Vice President, Strategy
    Passport Health Plan
  • Chris Ciafone
    Vice President, Member Experience
  • Laurie Evans
    Director of Decision Sciences and Predictive Analytics
    Blue Cross Blue Shield of Tennessee
  • Tim Gilchrist
    Advanced Analytics Consultant
  • Rob Graybill
    Vice President
    Vitals SmartShopper
  • Neil Kennish
    Associate Vice President, Marketing and Sales
    Memorial Hermann Health Solutions
  • Jonna Kurucz
    Staff Vice President, Clinical Client Development
  • Molly Marsicek
    Senior Manager, Customer Experience
    Premera Blue Cross
  • Bryan McDonough
    UX Manager, Market Facing Digital Applications
    CareFirst BlueCross BlueShield
  • Mindy McGinnis
    Clinical Account Executive
    Anthem Health and Wellness
  • David Murray
    Manager, Social Media
    Blue Cross Blue Shield of Michigan
  • John H. Rucker, MHA
    Consultant, Strategy and Business Development
    Passport Health Plan
  • Neal S. Sofian
    Director of Member Engagement
    Premera Blue Cross


Senior Executives, Directors and Managers with Responsibility for:

  • Member Engagement
  • Member Experience
  • Marketing
  • Member Retention & Loyalty
  • Member/Customer Service
  • Product and Member Engagement
  • Consumer Markets
  • Retail Markets
  • Retail Innovations
  • Market Segmentation
  • Operations
  • Member Operations
  • Member Service Operations
  • Consumer Member Service
  • Member Outreach
  • Call Center
  • Utilization
  • Provider Services
  • Business Strategy
  • Product Development
  • Business Development

Also of interest to Marketing, Business Development, and Solution Providers

How do you improve your members' experience across all key touchpoints of your plan? Complex health plan organizations face new mandates to provide transparency, quality and integration that demands a complete change in structure, organization, and business processes. What strategies and tools will you need to strengthen the interface between you and your members and the community? How can you facilitate and expedite access to care? It all demands a system wide effort involving all levels of your organization.

For the first time, the 3rd Annual Member Experience & Retention for Health Plans features thought leaders at every key level of member engagement. These industry-leading expert will show you how to:

Health Care Services: Securing the Member Relationship

  • Molly Marsicek, Senior Manager, Customer Experience, Premera Blue Cross shows You How to Rewrite Health Plan Language and Culture in a Way That's Meaningful to Members
  • Bryan McDonough, UX Manager, Market Facing Digital Applications, CareFirst BlueCross BlueShield Shares Strategies to Focus on Health Services
  • Rob Graybill, Vice President, Vitals SmartShopper Focuses on Driving Down Costs by Building a Shopping Culture

Infrastructure: Building the Foundation to Support a Consumer Centric Business

  • Chris Ciafone, Vice President, Member Services, Anthem, on Leading Change – The Journey From Operations Management to Consumer Centricity
  • Neil Kennish, Associate Vice President, Marketing and Sales, Memorial Hermann Health Solutions, Shows you How to Manage Growth While Ensuring Member Satisfaction
  • Neal S. Sofian, Director of Member Engagement, Premera Blue Cross, Highlights How to Transform the Journey Map into a Personal Experience

Big Data--Giant Rewards: Where to Find Meaningful Information and How to Use it
- to Transform Your Members' Experience

  • David Murray, Social Media Manager, Blue Cross Blue Shield Michigan, Provides In-depth Coverage on How to Harness Social Media Across Multiple Touch Points
  • Tim Gilchrist, Advanced Analytics Consultant, Anthem, Unveils What Clinical and Demographic Patterns Motivate Members to Engage With a Plan
  • Shannon Adams, Vice President of Customer Experience, Cigna-HealthSpring, Uncovers How to Use Data to Prove ROI

Case Management: Nourishing the Heart of Member Experience

  • Jonna Kurucz, Vice President, Anthem, Illuminates How to Facilitate and Expedite Access to Care
  • Laurie Evans, Director of Decision Sciences and Predictive Analytics, Blue Cross Blue Shield of Tennessee, Reveals How to Reach Members at the Right Time With Relevant Information

Building Internal and External Partnerships: Case Study Examples

  • John E. Burich, VP Strategy and Growth, Passport Health Plan and John H. Rucker, MHA, Business Development Consultant, Passport Health Plan, Give You Strategies and Tools to Build Partnerships to Engage Members Across the Community

And much more!

Register now to ensure your spot. We look forward to seeing you in Nashville!

Rave Reviews From Past
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Innovative Member Engagement Best Practices for Health Plans

Innovative Member Engagement Best Practices for Health Plans


Innovative Member Engagement Best Practices for Health Plans

Innovative Member Engagement Best Practices for Health Plans
Innovative Member Engagement Best Practices for Health Plans


Innovative Member Engagement Best Practices for Health Plans


Innovative Member Engagement Best Practices for Health Plans