Giving Members What They Want: Personalizing Your Digital Strategy to Enhance the Customer Experience and Maximize Retention
For health plans, improving the member experience and keeping members engaged are always challenging. To effectively attract and retain members, it is important for health plans to prioritize understanding what their members want and meeting them where they are.
By tailoring messaging, communications, and the overall digital health strategy, health plans can win their members’ trust, significantly increase satisfaction, and sustain engagement throughout the member journey.
In this webinar, hear perspectives on actionable strategies plans can implement to move toward a holistic, customer-centric approach to engagement. Leverage digital tools and technology, understand what works and what doesn’t, and learn about innovative ways to deliver better care to members at the right place and time while reducing costs.
SVP, Customer Success
Annalisa is passionate about leading and guiding health plan teams to exceed target objectives and achieve superior member satisfaction. She brings more than 30 years of experience in developing, revitalizing, and accelerating growth for healthcare organizations.
Growth Product Manager, Digital Health Innovation
UPMC Health Plan
Brittany Ramsey is the Growth Product Manager of Digital Health Innovation at UPMC Health Plan, the health insurance division of UPMC and part of an integrated health care delivery system. At UPMC Health Plan, Brittany works at a portfolio level across their digital health innovation products, which includes a consumer-facing app focused on health insurance members’ access to their insurance benefits, wellness programs, and digital care options, and a mobile app offering 9 digital health coaching programs. Brittany leads the creation of product visions, growth roadmaps, and strategy for increased adoption and engagement of the digital products.
She has devoted all 7+ years of her career so far to health care organizations, and she has a passion for creating empathetic digital experiences and improving digital products in this space. She started her career as an intern at UPMC Health Plan and Cleveland Clinic. Brittany earned her bachelor’s degree from John Carroll University and her certificate in Digital Transformation from Cornell University.
VP, Corporate Strategy & Product
Blue Cross blue Shield of Rhode Island
Christina brings diverse global experience over two decades holding various leadership roles and launching products in 27+ countries.
Her leadership ranges from customer strategy and engagement to innovation and digital product development for companies like GSK, Heinz, DuPont, Hasbro, Aetna, MassMutual and Optum/UnitedHealthcare Group. In addition, Christina has worked extensively on customer engagement with companies like Apple, Johnson and Johnson, USAA and UBS. Currently, Christina leads corporate strategy and product for Blue Cross Blue Shield RI.
Christina’s work has been lauded by leading organizations like Quirks, Consumer Digest, SuperBrands and Clay Christensen’s Innosight. She sits on the Advisory Board of TMRE and is a past judge for the Stevie Awards for Women in Business. Christina leverages her experience launching multi-million dollar consumer initiatives like the Battleship Movie to drive engagement in healthcare. Most recently, she set up and launched a consumer engagement Innovation Lab and pioneered “the care package” as an engagement driver in health insurance.
Christina has an MBA in Strategy from the University of Texas and a Masters in Economics from the University of Mumbai.
When not working, Christina enjoys writing about consumer engagement and innovation and spending time her family in CT. Connect with her on LinkedIn or follow her blog www.ihacks.org
Vice President of Strategic Initiatives
Recognized as healthcare Leader of the year in North America by an independent global review board, Ms. Walker is a seasoned professional with a passion for healthcare consumerism and product strategy. Jamie is a recognized leader in advocating for consumer-centric product designs which yield increased adoption and stakeholder engagement; this thought leadership has yielded recognition by the AMA, NCQA, a patent for consumer engagement and the creation of new products.
Jamie is currently working as the Vice President of Strategic Initiatives at UnitedHealthcare with accountability for delivering $250M in annual affordability across a $4.5B business unit. She hopes to one day advise the Federal government on how to create consumer-centric healthcare markets and teach applied healthcare informatics at the graduate level.
Jamie graduated Summa Cum Laude from Concordia University, St. Paul where she studied Marketing and Innovation. She returned to Concordia University to earn her MBA in healthcare. Ms. Walker remains active within the Concordia system by serving on the Board for the College of Health and Science, serving as a guest lecturer and providing consulting. Ms. Walker is passionate about developing women in leadership and volunteers as a mentor for Menttium, an organization founded on the advancement of executive women. She lives in Minnetonka with her husband, two dogs, three cats and spends her free time with her grandchildren.