Resource Center
Summaries
"Hold Onto Your Customers"This presentation will focus on practical service recovery tips that health plans can implement to enhance customer retention. Research shows that effective handling of customer complaints not only keeps customers from leaving, it actually strengthens customer loyalty, If done well, service recovery can significantly improve profitability. Retention of purchasers, members, and providers is a compelling issue for managed care plans. Millions of dollars are lost from health plan bottom lines every year due to defection costs. This economic loss, coupled with the customer desire to orchestrate a longer-term continuity of care relationship, is motivating health plans to intensify efforts to increase customer tenure.
"Survive or Thrive: Patient satisfaction is not about the bottom line. It is the bottom line. "
This presentation by Sheryl J. Bronkesh, MBA, will demonstrate the importance of customer service and patient satisfaction as a business strategy to practice success. Patients cannot always judge variations in clinical quality, but they are very aware of how they are treated. Bronkesh, co-author of Patient Satisfaction Pays, will illustrate the importance of patient satisfaction and offer practical ways to recession-proof your practice by improving customer service. She is president of The HSM Group, Ltd.
"Well-State Management: Segmenting Healthy Managed Care Populations"
This interactive seminar gives executives a framework for maximizing the value the health plan receives by strategically managing health populations. Modeling and segmentation techniques are the foundation of "well-state" management. Attendees will hear first hand how to segment their member population and then deploy segment-specific strategies. An emphasis will be placed on strategies that yield the economic and population management advantages associated with measurably improving retention.
"Marshalling Forces to Greatly Improve Member Retention"
This interactive seminar will give CEOs a framework for creating a passion for member retention in their organizations. Market-tested strategies for aligning business objectives with retention targets will be discussed. An emphasis will be placed on effective performance incentives.