The HSM Group - 2002 Speaking Engagements

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2002 HSM Speaking Engagements

"Examining the Major Drivers for Member Satisfaction vs. Member Disenrollment"

Research conducted for health plans around the country has shown that the factors that generate member satisfaction are not always identical to factors that drive the decision to leave a plan. Distinguishing the major drivers of disenrollment, and understanding why some highly satisfied members leave a plan, can provide important strategic intelligence for marketing and operations. This session will present one health plan's journey through conducting and understanding disenrollment research, developing a retention action plan, and successfully implementing operational improvements. Participants will:

Learn the differences between satisfaction and disenrollment research

Understand the insights to be gained by examining member segments

See innovative approaches to helping health plan employees understand and value their roles in improving member satisfaction and retention

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