Agenda
3:50 pm – 6:25 pm
Concurrent Sessions
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3:50 pm – 4:35 pm
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Consumer Experience RedefinedUnify Engagement and Member Data to Improve Experience and PerformancePresented by
- Location
- Room 101 D, Level 1
- Speakers
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- Kevin Deutsch, Softheon
- Sheri Johnson, UCare
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4:45 pm – 5:30 pm
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Consumer Experience RedefinedFrictionless Customer Experience – Meeting Each Consumer Where They Are
- Location
- Room 101 A, Level 1
- Speakers
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- Anne Hoverson, Florida Blue
- Peter Serio, Florida Blue
- Robert L. Traynham, PhD, AHIP
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5:40 pm – 6:25 pm
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Consumer Experience RedefinedDelivering on the CX Mission: Strategic and Operational Insights
- Location
- Room 101 D, Level 1
- Speakers
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- Darcy Baldwin, MVP Health Care
- Cheryl Parquet, Blue Cross and Blue Shield of North Carolina (Blue Cross NC)
- Jay Sivasailam, UCare
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10:10 am – 10:55 am
Concurrent Sessions
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Consumer Experience RedefinedActivating Good Intentions: How Personalized Engagement Motivates BehaviorPresented by
- Location
- Room 101 A, Level 1
- Speakers
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- Nabomita Dutta, Teladoc Health
- Briana Leeder, Teladoc Health
- Hunter Sinclair, Teladoc Health
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2:30 pm – 3:20 pm
Peer Connect Sessions
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, Room 101 A, Level 1
Transforming CX through Culture
,Participate in an interactive discussion with colleagues on how to positively impact member experience by promoting a consumer-first culture within your organization.
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Learn more about Ingrid Lindberg
Ingrid Lindberg,CEO, Chief Customer & Co-Founder, Sobrynth
,
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Learn more about Ingrid Lindberg
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3:30 pm – 4:15 pm
Concurrent Sessions
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Consumer Experience RedefinedAI Support for Customer Service Excellence – Improving Accuracy and Service Time
- Location
- Room 101 A, Level 1
- Speakers
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- Himanshu Arora, Former Blue Cross Blue Shield of Massachusetts
- Kristine Lee, MD, The Permanente Medical Group
- Sherri Zink, BlueCross BlueShield of Tennessee
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10:55 am – 12:30 pm
Concurrent Sessions
-
10:55 am – 11:40 am
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Consumer Experience RedefinedBeyond the Maze: Simplifying Benefits Inquiry Experiences with the Power of AIPresented by
- Location
- Room 101 D, Level 1
- Speakers
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- Chris Atkinson, EnGen
- Ashish Desai, Simplify Healthcare
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11:45 am – 12:30 pm
Agenda Filters
Sessions
9:00 am - 7:30 pm Sep 24 • 2024
3:50 pm – 6:25 pm
,
Concurrent Sessions
-
3:50 pm – 4:35 pm
-
Consumer Experience Redefined
Unify Engagement and Member Data to Improve Experience and Performance
Presented by
- Location
- Room 101 D, Level 1
- Speakers
-
- Kevin Deutsch, Softheon
- Sheri Johnson, UCare
Details
Health insurance plan executives face data silos that hinder deep member insights, limiting their ability to design better experiences and improve plan performance. Join this session to learn how to drive a more unified view of member shopping, enrollment, premium billing and payments, utilization, claims and other performance and experience data. Gain insights from real world use cases to prioritize improvements in customer experience and member retention.
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-
4:45 pm – 5:30 pm
-
Consumer Experience Redefined
Frictionless Customer Experience – Meeting Each Consumer Where They Are
- Location
- Room 101 A, Level 1
- Speakers
-
- Anne Hoverson, Florida Blue
- Peter Serio, Florida Blue
- Robert L. Traynham, PhD, AHIP
Details
Consumers expect their health plans to not only meet but anticipate their needs, providing tailored solutions that enhance their overall health care journey. This session will delve into strategies to create a frictionless customer experience, focusing on meeting each consumer where they are. Learn how to leverage data analytics, technology, and empathetic communication to create a customer-centric approach that fosters engagement, satisfaction, and loyalty.
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-
5:40 pm – 6:25 pm
-
Consumer Experience Redefined
Delivering on the CX Mission: Strategic and Operational Insights
- Location
- Room 101 D, Level 1
- Speakers
-
- Darcy Baldwin, MVP Health Care
- Cheryl Parquet, Blue Cross and Blue Shield of North Carolina (Blue Cross NC)
- Jay Sivasailam, UCare
Details
Explore the essential strategies and operational tactics needed to deliver on your customer experience mission effectively. This session will provide insights into how health plans are delivering on their organizational mission to deliver member satisfaction and loyalty by implementing practical, operational changes. Gain actionable insight to integrate CX principles into your organization’s framework to achieve measurable improvements in service quality and operational efficiency.
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7:45 am - 7:00 pm Sep 25 • 2024
10:10 am – 10:55 am
,
Concurrent Sessions
-
-
Consumer Experience Redefined
Activating Good Intentions: How Personalized Engagement Motivates Behavior
Presented by
- Location
- Room 101 A, Level 1
- Speakers
-
- Nabomita Dutta, Teladoc Health
- Briana Leeder, Teladoc Health
- Hunter Sinclair, Teladoc Health
Details
Best-in-class member engagement goes beyond clever emails and timely prompts and alerts – it extends access to underserved populations, inspires behavior change among at-risk members, and motivates people to be their healthiest selves. Join this session to learn how breakthrough engagement tactics, strategic test-and-learn pilot programs, and the integration of AI and health equity data can engage diverse populations and improve care and outcomes.
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2:30 pm – 3:20 pm
,
Peer Connect Sessions
-
, Room 101 A, Level 1
Transforming CX through Culture
,Participate in an interactive discussion with colleagues on how to positively impact member experience by promoting a consumer-first culture within your organization.
-
Learn more about Ingrid Lindberg
Ingrid Lindberg,CEO, Chief Customer & Co-Founder, Sobrynth
,
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3:30 pm – 4:15 pm
,
Concurrent Sessions
-
-
Consumer Experience Redefined
AI Support for Customer Service Excellence – Improving Accuracy and Service Time
- Location
- Room 101 A, Level 1
- Speakers
-
- Himanshu Arora, Former Blue Cross Blue Shield of Massachusetts
- Kristine Lee, MD, The Permanente Medical Group
- Sherri Zink, BlueCross BlueShield of Tennessee
Details
The use of artificial intelligence can elevate customer service by enhancing accuracy and reducing response times. Join this session to learn how AI-driven tools and techniques streamline customer interactions, minimize errors, and accelerate service delivery. Hear key challenges, best practices and lessons learned for successful implementation to improve service quality and boost member satisfaction.
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8:00 am - 2:30 pm Sep 26 • 2024
10:55 am – 12:30 pm
,
Concurrent Sessions
-
10:55 am – 11:40 am
-
Consumer Experience Redefined
Beyond the Maze: Simplifying Benefits Inquiry Experiences with the Power of AI
Presented by
- Location
- Room 101 D, Level 1
- Speakers
-
- Chris Atkinson, EnGen
- Ashish Desai, Simplify Healthcare
Details
Health insurance members at times have challenges navigating benefit inquiries. Urgent questions like "am I covered?" or "how much will this cost?" often lead to long wait times and conflicting information. Join this session to explore an AI-powered solution that empowers members with real-time information. Learn how a health insurer streamlined benefit inquiries, ensured informed decisions and improved member experience across all channels.
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11:45 am – 12:30 pm