Agenda

2020 Speaker Presentations
Module 1: BRAND/PRODUCT
Day One, Thursday, July 16, 2020 - 10:00am-11:45am ET
10:00 - 10:05

Chairperson’s Welcome

10:05 - 10:25

Supplemental Benefit Product Design: Choosing Which Benefits to Add, Designing, Implementing and Educating Your Members to Ensure a Great Customer Experience

  • Understanding the benefits your members really value
  • Integrating new benefits with current products
  • Effective cost/benefit analysis to convince upper management
  • Member communication so your members understand the benefits available to them

Todd A. Rau Director, Medicare Markets,Indiana University Health Plans, Inc.

10:25 - 11:05

Panel Discussion: Supplemental Benefits as a Competitive Advantage: Leveraging Benefits to Address Social Determinants of Health and Influence Member Acquisition and Retention

  • Gaining competitive advantage from your benefits offer
  • Boosting your SDOH Scores
  • Positioning your supplemental benefits portfolio for member engagement

Moderator:

Henry W. Osowski, Managing Partner, Strategic Health Group

Panelists:

Dr. Chester Brown, Jr., Director, Product Innovation, Government Business Division, Anthem Inc.

Michael S. Adelberg, Principal, Faegre Drinker Consulting

Catherine Macpherson, MS, RDN, Vice President of Product Strategy and Development, and Chief Nutrition Officer, Mom’s Meals

Eddie Maria, Vice President of Sales and Account Management, TruHearing

11:05 - 11:25

Benefits Are Great, But Don’t Forget the Benefit Wrap-Arounds – A Lab Session on Rewards & Incentives, Value Added Services, Care Management Interventions, and High-Value Provider Designations

  • Supplemental benefits are the primary vehicle for innovating MA products, but not the only ones
  • With 2021 bids submitted, consider other ways to improve your 2021 products outside of the bid
  • Learn the pros and cons of offering additional services through Rewards & Incentives, Value Added Services, Care Management interventions, and High-Value Provider programs
  • Consider how recent CMS guidance has re-set the guardrails on offering innovative member services outside of benefits

Michael S. Adelberg, Principal, Faegre Drinker Consulting

11:25 - 11:45

Building Relationships: The Key to Your Success in the Medicare Industry—Sales, Business Development, and Customer Service

  • Building Engagement with the prospect to become a member
  • How to retain the member and to make them feel valued
  • Working vulnerabilities of a Sales Rep in our new environment

Windsor Richmond, Field Sales Manager, Anthem

Module 2: MARKETING AND THE MEMBER
Day One, Thursday, July 16, 2020 - 2:00pm-4:20pm ET
2:00 - 2:20

Consumer Engagement for AEP: Telesales as a Serious and Effective Option for Carriers During COVID-19

  • Consumer engagement in a post-pandemic world
  • Optimizing virtual channels to reach out to members
  • Telesales as a tool with a personal touch
  • Ensuring a two-way dialog with your members

Tom Sass, Director, Consumer Markets, BlueCross BlueShield of Western New York

2:20 - 2:40

Maximizing CMS’ Marketing Flexibility to Grow Market Share: Ensuring that Communications are Compliant, Educational, and Effective

  • Ensuring compliance of all marketing and outreach activities
  • Growing market share under CMA Marketing Flexibility rules
  • How do you stand out from the noise while being compliant?
  • Measuring effectiveness

Naomi Irvin, Manager, Divisional Compliance - Sales, Marketing & Communications, Blue Cross and Blue Shield of North Carolina

2:40 - 3:00

Inside Sales: Exceeding Sales Goals through a Fabulous Customer Experience

  • Get to know your prospect
  • Ask the right questions
  • Engage in real dialogue
  • Establishing the need beyond the need
  • Painting your prospect into the picture

Bruce Bonello, Inside Sales Manager, Medicare & Individual Market Sales, Excellus BlueCross BlueShield

3:00 - 3:30

Panel Discussion:
Member Engagement that Wins the AEP: Taking an Omnichannel Approach to Drive AEP Campaign Success

  • Critical ME strategies for the AEP
  • How this year is different from all others
  • Harnessing omnichannel solutions that resonate
  • Integrated campaigns that get you ahead of the pack

Nicole Williams, Director, Healthcare Solutions, RRD Healthcare Solutions

Jenny Graham, Partner, Zelus Consulting Group

Kathleen Elli, Senior Director, Marketing Strategy and Communications, Medica

3:30 - 3:50

New to Medicare: Developing Fully Integrated Strategies to Attract Age Ins and the WP65 Market

  • How do you effectively communicate to confused age-ins?
  • Sizing market opportunities you may not be thinking about
  • Developing relevant messaging and cadence specific for each target segment.
  • Should COVID-19 change the way you market?

Ezio Sabatino, Director, Marketing and Communications—Senior Markets, ConnectiCare

3:50 - 4:20

Panel Discussion:
Designing a Unique Member Experience: Leveraging Data to Create Targeted Engagement Strategies that Build Brand Loyalty and Enhance Retention

  • What experiences do members value as “unique”?
  • Targeted member engagement strategies that work
  • What builds loyalty?
  • Proven retention strategies that you need to deploy

Moderator:

Linda Roman, Senior Vice President, Business Development, Centauri Health Solutions

Panelists:

Bill Jensen, Vice President, Independent Care Health Plan

Brendan McClure, Vice President of Marketing, mPulse Mobile

Brenda Mamber, LCSW-R, Social Services Director, Centauri Health Solutions

Module 3: PROVIDER/DATA/CARE/REGULATORY ISSUES
Day Two, July 17, 2020 - 10:00am-12:00pm
10:00 - 10:20

Medical Providers: Health Plans’ Most Forgotten Customer

  • The hidden asset your providers represent
  • Effectively nurturing the provider relationship – understand what providers need from a plan
  • Making providers a front-line of your member-focused efforts

Billy Justice Director, Sales and Marketing, Vantage Health Plan

10:20 - 10:40

Leveraging Data and Comprehensive Member Engagement for Enhanced Retention and Product Performance

  • Key data that drives effective retention efforts
  • How do you acquire the data that really matters?
  • Data acquisition from a privacy-sensitive member population
  • Effective data-driven member engagement

Gabriel Ayerza Senior Director of Medicare Strategy and State Programs, Community Health Plan of Washington

10:40 - 11:00

Incentivizing Healthy Behaviors: Leveraging Rewards, Incentives, and Personalized Communication to Drive Medicare Members to Take Action to Improve Health and Promote Retention

  • The urgent post-pandemic need to drive healthy behaviors
  • Overcoming member fears to restore primary and chronic care
  • Personalized communication strategies that promote action
  • Harnessing social media and influencers
  • Rewards and incentives that work

Daniel Weaver Vice President, Stars, Quality, and Risk Adjustment, Gateway Health

11:00 - 11:20

The 2020 Election and Its Impact on the Future of Medicare Products

  • The Corona Virus pandemic
  • The 2020 Presidential elections and party platforms
  • The 2020 Congressional elections
  • The Courts and the constitutionality of the Affordable Care Act

Henry W. Osowski Managing Partner, Strategic Health Group

11:20 - 11:40

CAHPS in the Time of COVID-19

On March 30th, CMS announced several changes to data collection for the Star ratings program as part of an effort to provide temporary relief as providers and plans respond to COVID-19. Although the flexibilities announced introduce a host of questions and uncertainty for Medicare Advantage plans, there are several definitive conclusions that plans can draw and act on now.

In this session, we’ll dive into data-driven strategies that work, discuss the impact of COVID- 19 on CAHPS strategy/performance and what plans can do now to stay ahead of CAHPS in 2020 and beyond.

Saeed Aminzadeh CEO, Decision Point Healthcare Solutions

11:40 - 12:00

2021 Star Ratings: Adopting Innovations to Influence the New Ratings and Leveraging Them for Increasing Enrollment and Retention

  • Using Star and Quality as a marketing asset
  • Communicating the underlying criteria so members understand your plan’s ratings
  • Member engagement that boosts your Star ratings
  • Translating your Star ratings into larger enrollment and enhanced retention

Gary Melis, RPh Clinical Pharmacist, Network Health

12:00

Conclusion of Conference