Agenda

Chairperson’s Welcome

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

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:

Panelists:

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

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

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

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

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

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

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?

Migrating Commercial Members to Individual Medicare Plans: Building the Member Journey Across Different Segments of the Enterprise

• What do transitioning commercial members really look for?
• Understanding the unique needs of the transitioning population
• Meeting the expectation they have as a commercial member in transition
• Ensuring a seamless transition

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:

Panelists:

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

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

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

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

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.

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

Conclusion of Conference