The HSM Group - 1998 Speaking Engagements

Resource Center

1998 Speaking Engagements

Satisfaction, Retention and Loyalty

November 1-3, 1998 - Steven D. Wood, PhD, and Tom Lescault
Pebble Beach Initiative
The Healthcare Group, Computer Science Corporation
Pebble Beach, California
Topic: "Increasing Member Retention & Loyalty: Lessons Learned"

Summary:
Drawing from national data on the causes of member disenrollment, research-based strategies for increasing member retention and loyalty were discussed for Medicare and commercial populations. Examined strategies for building and measuring loyalty.

September 25, 1998 - Tom Lescault and William A. Schlag, Vice President, Marketing, Harvard Pilgrim Health Care
National Managed Health Care Congress - InterHealth
To NMHCC Web page - Your #1 source for health care & biotechnology events, publications, training & information!
New York, New York
Topic: "Beyond Patient Satisfaction - Creating Customer Loyalty"

Summary: This session detailed the critical elements needed to build a successful loyalty program for an IDS. Using applicable strategies from other industries and practical tools used by several health care organizations, they discussed the value of loyalty programs and how they influence consumers' use of health system benefits. Several issues explored included:

How do loyalty programs encourage over-use and/or under-use of system benefits?

What criteria define the best type of patient in a health care system?

How to redesign your loyalty program to decrease the potential for disenrollment.

Illustrating a comparative analysis on the cost of loyalty programs vs. the cost of member replacement.

April 30-May 2, 1998 - Dana Felthouse, MBA
Academy of Managed Care Pharmacy
Philadelphia, Pennsylvania
Topic: "Playing for Keeps: How to Help Health Plans Increase Member Retention"

Summary: A well-managed, effectively communicated pharmacy benefit program helps health plans retain both commercial and Medicare members. This interactive session, based on national research on the causes of disenrollment in America's leading health plans, explored the ways pharmacy directors and PBMs have developed member-focused strategies for increasing retention.

This interactive presentation helped pharmacy managers and directors, mail-order pharmacies, and pharmacy benefits managers to:

Understand pharmacy-related causes of health plan member disenrollment.

Implement effective pharmacy benefit communication to ensure members understand their managed care pharmacy benefit.

Discuss service strategies for implementing formularies, disease management programs and mail-order to enhance member compliance.

Leverage the pharmacy benefit to increase plan-wide retention.

April 20-23, 1998 - Steven D. Wood, PhD; Ferris Taylor, Harvard Pilgrim Health Care; Bill Keena, Vytra Healthcare
National Managed Health Care Congress
Atlanta, Georgia
Topic: "Retention Fever: What Win-Back Strategies Can You Implement to Retain Your Commercial Customers?"

Summary: This presentation was based on the following points:

How to better understand the root causes of disenrollment.

Profiling members who are likely to disenroll to increase member retention

Techniques to retain your beneficiaries who want to disenroll

How does managed care affect retention?

Why do enrollees tend to stay with a provider in a mature managed care market?
- Competition

What guidelines have been put into place for win-back strategies, if any?

February 23, 1998 - Stephen W. Brown, PhD
Educators' Conference, American Marketing Association Hyatt Regency,
Austin, Texas
Topic: Service loyalty

Customer Service/Service Recovery

June 29-July 2, 1998 - Stephen W. Brown, PhD,
Co-chair of the International Quality in Services Conference
Norwalk Center
Norwalk, Connecticut

June 1-4, 1998 - Stephen W. Brown, PhD
The Service Advantage Course
Tempe, Arizona
Information Technology Services Marketing Association, Arizona State University, Center for Services Marketing & Management
Topics (2): "Strategic services marketing; service recovery"

May 4, 1998 - Stephen W. Brown, PhD
Forum on Customer-Based Marketing Strategies Forum for Healthcare Strategists
Crescent Hotel
Phoenix, Arizona
Topic: "Service recovery"

April 22, 1998 - Stephen W. Brown, PhD
Maastricht Marketing Association Congress
Maastricht, The Netherlands (Holland)
Topic: "Service recovery"

April 1, 1998 - Stephen W. Brown, PhD
Services Marketing and Management Institute
Tempe, Arizona
American Marketing Association
Arizona State University, Center for Services Marketing & Management
Topic: "Service recovery"

March 5, 1998 - Stephen W. Brown, PhD,
Annual Conference, Southwestern Marketing Association
Dallas, Texas
Topic: "Service recovery"

Other

June 14-17, 1998 - Steven D. Wood, PhD, and James J. Wilk, Senior Vice President Human Resources and Administration, Foundation Health Systems.
American Association of Health Plans Annual Institute
Boston, Massachusetts
Topic: "Add Revenue and Build Member Loyalty with a Member Affinity Program"

Summary: Customer affinity programs have been migrating into health care over the past few years. Building and enhancing relationships with health plan members without increasing medically unnecessary utilization is a delicate balance. This interactive session will help attendees understand the important elements of affinity programs to ensure success in the managed care arena. Real-world examples of affinity initiatives from the nation's cutting-edge health plans will support the discussion. A case study on Foundation Health Systems' new WellRewards™ Program illustrated how to generate additional revenue while successfully building loyalty among health plan members with an affinity program specifically designed by and for a managed care organization.

March 15-18, 1998 - The HSM Group, Ltd. Consultants
1. Fundamentals of Member Retention: Calculating the Costs of Member Retention Steven D. Wood, PhD.
2. Learning How to Research the Causes of Member Disenrollment David L. Stefan, MS, MHA
3. Research-based Strategies for Increasing Retention (Medicare Strategies and Commercial Strategies)
Dana H. Felthouse, MBA
American Association of Health Plans
San Francisco, California
Topic: "Establishing, Leveraging and Maintaining Member Loyalty in the Managed Care Loyalty Marketplace"

Return To Table of Contents

Return To Top

E-mail us: administrator@hsmgroup.com

8777 E. Via de Ventura #188, Scottsdale, AZ 85258
Phone: 800-776-8078 or 480-947-8078
Fax: 480-481-0747