The virtual seminar, Driving Change in Member Experience to Impact Your Bottom Line, will take place Sept. 29-30. The two-day interactive event is part of RISE’s ongoing response to COVID-19.

The event will feature six sessions over two days for directors and vice presidents in quality, risk adjustment, population health, and customer service who work for health plans, insurers, and providers with value-based contracts.


The virtual seminar will take place 12 p.m. to 3:40 p.m. EST on both days and will include the following topics:

Journey mapping experiences that drive behavioral change

Wunderman Thompson Health’s Jim Politte, EVP, business development, and Johnny Escobar, senior consultant, customer experience lead, will examine the journey-mapping experience, discuss how leverage customer experience principles fuels the design of more effective engagement journeys, and provide lessons in roadmapping and operationalizing the journey.

Create a connection and strengthen the bond between the member and health plan

Kathleen Ellmore, managing director, Engagys, will discuss the set of data to drive personalization and enhance consumer experience, examine the growing demand for digital communication options, and offer insights on how to drive value in every touch point and interaction.

Member engagement: A full-year, multichannel imperative

Learn about engagement strategies that boost member satisfaction, support the newly weighted member experience Star measures, and deliver audience growth and greater brand awareness and affinity with Bill Phillips, chief content officer, Linkwell Health.

Drive lasting member behavior change to impact quality and revenue

Jonathan Cummins, CEO and partner, GuideUp Health, will look at value-based incentives and rewards that drive sustained behavioral change with members and examine the connection between member engagement and improved HEDIS® measures, care gap closures and health outcomes. He will also explore the impact and value of personalization on member satisfaction and help attendees learn how to develop an ROI and business case to support an engagement program.

Digital age in health care and the continuing impact of COVID-19 on member experience

We’ll review the latest changes related to telehealth and how organizations can continue to use telemedicine to boost member experience and quality.

Roundtable discussion: Member experience best practices

All our speakers will return to lead discussions on behavioral economics, direct marketing principles, incentive design, and leveraging the best of content marketing.

Click here for pricing, to register, or to learn more information about Driving Change in Member Experience to Impact Your Bottom Line.