Agenda

February 19, 2021

12:00PM - 3:00PM EST

Pre-Conference Workshop 1: Outsmart your Competition: Product Design and Competitive Analysis Essentials

Sales Marketing Product Design

 

In this hands-on workshop, industry leaders steer you through the roadmap for successful team collaboration amongst product design, marketing execution, and sales innovation functions.  

Leave the workshop with an understanding of each departments’ role and the tactical steps your teams can take to achieve cross-functional collaboration:  

  • Structure your product design to differentiate from the heavy hitting National plans to gain an advantage in the market 
  • Capitalize on experiences with members to identify which benefits are most desirable 
  • Create and implement a sales strategy to highlight the value of the product offerings to increase new membership 
  • Structure marketing campaigns to increase visibility of product offerings to new prospects 

 

Kristy Strain, Director of Product and Marketing Strategy 

Health Alliance Plan 

 

Speaker to be announced 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org   

12:00PM - 3:00PM EST

Pre-Conference Workshop 2: Member Engagement and Customer Experience Bootcamp

Sales Marketing Member Engagement

 

Medicare Advantage Plans are faced with resounding challenges as a result of the COVID-19 pandemic, with member engagement being at the top of the list. 

In this hands-on workshop, learn proven tactics and innovative strategies to amplify your member engagement approaches and ultimately increase experience and strengthen bond with members.  

  • Attendees walk away with the tool and tactical know-how to: Assess current strategies for member engagement and find new approaches to increase satisfaction levels with the member experience.  
  • Prepare your customer service teams with the arsenal they need to make an impact and increase levels of satisfaction 
  • Capture new ideas from different industries and competitors on how they are engaging members virtually to increase likelihood of retention 
  • Confirm success of new approaches through data analytics 
  • Identify gaps in your current capabilities to effectively achieve your goals 
  • Plan for a second wave of COVID-19 and strategies to close gaps in the meantime 

 

Moderator:

Shannon Decker, VP of Clinical Performance

Brown & Toland

 

Panelists:

 

Ashlyn Frazier, Lead Medicare Retention Consultant 

Health Alliance Plan 

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org   

3:00PM - 5:00PM EST

Keynote Address and Virtual Welcome Reception

Louie Gravance,

Former Disney Institute Professor 

 

Join The RISE Association for our opening MMS keynote address and to celebrate the growth of the Medicare Member Acquisition and Experience Community and thank our members for their participation.   

 

Admission will be complimentary for Medicare Member Acquisition and Experience Community members. We welcome you to join our communities in advance of the reception! 

February 22, 2021

8:30AM - 9:30AM EST
Virtual Networking Breakfast

9:30AM - 9:40AM EST

Welcome Remarks and RISE Community Presentation

Ellen Wofford, Managing Director, 

RISE 

9:40AM - 9:50AM EST

Opening Remarks

Chairperson to be announced 

9:50AM - 10:40AM EST

Keynote Address: RISE TO NEXT LEVEL SERVICE in 2021!

Marketing Member Engagement

  • Remember Three Powerful Truths about Customers, Clients and Members... They are Revenue, Referrals and Reality.
  • Understand All Customers, Clients, Members AND CO-WORKERS are looking for the Six Ps of Progress: Pleasure, Peace of Mind, Profit, Prestige, Pain Avoidance and Power 
  • Create Customer Advocates by genuinely relating to concerns and wildly exceeding expectations
  • Implement strategies to inspire amazing customer loyalty that lead to positive long-term customer relationships
  • Develop an understanding of personal responsibility in responding to customer needs
  • Capitalize on consumer complaints as the most inexpensive, and useful forms of customer market data 

  

Dean Lindsay, 

Customer Experience Expert 

10:40AM - 11:25AM EST

Deep Dive into the Outcomes of the AEP Shopping Study

 Product Design Member Engagement

  • Recap of AEP 2020 including changes to shopping trends of eligible members
  • Discuss the impact of COVID-19 on consumer behavior and switching of healthcare coverage
  • Analyze changes post COVID in preparation for AEP 2021 and 2022

 

George Dippel, SVP Client Services

Deft Research

11:25AM - 11:40AM EST
Break

11:40AM - 12:25PM EST

Multi-Perspective Panel: Lessons Learned From 2020 AEP During COVID-19

Sales Marketing Product Design Member Engagement

  • Gain the know how to be successful during AEP 2021 through lessons learned in 2020
  • Examine which approaches would be beneficial to retain for future AEPs and what adjustments can be made to maximize return
  • Identify tools and capabilities you need to take your performance to the next level
  • Benchmark AEP outcomes with those of other plans to gain lessons learned and tactical takeaways for your organization

 

Moderator:

To be announced

 

Panelists:

 

Todd Rau, Director, Medicare Markets

Indiana University Health Plans, Inc.

 

Matt Miles, Director of Health Plan Sales and Marketing

CHRISTUS Health Plan

 

Heather Rollins, Department Vice President, Individual and Small Group Sales

Blue Cross and Blue Shield of Kansas City

12:25PM - 1:10PM EST

Capitalize on Member Data for a Streamlined Marketing Approach

Marketing Member Engagement

  • Leverage existing member data to optimize communication unlike ever before to lead existing members and prospects to their right M.A. plan
  • Apply a coordinated, strategic series of digital engagement “nudges” to aid members in plan selections
  • Use ongoing insights influence key messages to micro-segmented audiences based on their current life situation
  • Create a flexible campaign built to evolve, based on insights discovered from AI/Machine Learning through member interactions

 

Keith Brophy, Director of Business Lab Product Team,

Emergent Holdings

 

Dr. Duane J. DiFranco, MD, Vice President of Medicare Stars and Clinical Performance

Blue Cross Blue Shield of Michigan

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

1:10PM - 1:20PM EST

Tools and Technology Spotlight

Hear from vendor solutions specialists on how their products and services can improve efficiencies in your organization and healthcare delivery.

 

Keith Brophy, Director of Business Lab Product Team,

Emergent Holdings

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org

1:20PM - 2:00PM EST
Virtual Networking Lunch

1:20PM - 2:00PM EST

Bonus Lunchtime Session: Exclusive Session! Unveiling the Fifth Annual Survey of Healthcare Consumer Engagement Practices

Marketing Member Engagement

  • Uncover the successful mix of channels of consumer outreach that obtain the best results during an unusual year
  • Calculate changes in budget allocation for marketing due to changes brought forth by the pandemic
  • Compose an action plan that will accelerate you above your peers to maintain competitive within your region

 

Kathleen Ellmore, Managing Director,

Engagys

2:00PM - 2:05PM EST
Break - Transition to Tracks

2:05PM - 2:50PM EST

Concurrent Tracks

Track A: Marketing

Chairperson to be announced

 

Track B: Sales

Chairperson to be announced

 

Track C: Innovative Strategies

Chairperson to be announced

Marketing

Marketing Medicare During a COVID Economy

Marketing Member Engagement

  • Analyze the psychological aspects of how the Medicare audience has been affected during the pandemic and how they’ve changed as a result 
  • Apply data segmentation, audience insights & modeling to identify opportunities and develop more targeted, compelling content that resonates 
  • Examine what to look for in tone, imagery and even benefits and Identify trends that could impact how you market to the New-to-Medicare/Aging-In audience 

  

Moderator:

Tim Hinds, Senior Strategic Marketer,  

KERN Health 

 

Panelists:

Boni Peluso, Associate Creative Director,  

KERN Health 

  

Maritza Collins, Account Supervisor,  

KERN Health 

  

Lindsay Hynes, Strategic Marketing Manager,  

Premera Blue Cross 

Sales

Tech, Tools, and Strategy to Guarantee Success

Sales 

 

  • Optimize advanced tools for sales agents to capture required information for enrollment
  • Leverage technology transferability throughout all team members for continued operational success
  • Strategies to incorporate technology into your AEP approach to attain your goals

 

Derrick Taveras, Managing Partner,

Engagent Health

 

Co-Presenter to be announced

Innovative Strategies

Lessons on Improving Digital Marketing Performance During Difficult Times

Marketing Member Engagement

  • Capitalize on the huge increase in internet usage during the pandemic by reaching your membership through digital marketing
  • Discuss strategies to stand out from an overcrowded marketing space to project your message to consumers
  • Examine which messaging obtains the most attention from consumers to increase the visibility of your organization
  • Identify which marketing campaigns could overshadow your message and examine new tactics to increase visibility

 

Justin Stauffer, VP, Integrated Marketing,

DMW Direct

Rebekah Swain, COO 

Experience Health  

2:50PM - 3:05PM
Break

3:05PM - 3:50PM EST

Concurrent Tracks

Track A: Marketing

Chairperson to be announced

 

Track B: Sales

Chairperson to be announced

 

Track C: Innovative Strategies

Chairperson to be announced

Marketing

Capitalize on Digital Marketing for the “Younger” Age In’s

Marketing Member Engagement

  • Analyze your membership to identify which members are technology savvy
  • Maximize your digital marketing to membership that prefers to receive information through a digital format
  • Capitalize on an outreach through multiple platforms to optimize exposure and confirm segmentation of target audiences with outcome measurements

 

Tricia Lopez, Executive Marketing Director,

HealthTexas Medical Group

 

Speaker to be announced

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

Sales

Boost Online Enrollment Through Member Engagement and Guidance

Sales Member Engagement

  • Capitalize on increased website usage to encourage assisted or unassisted enrollment of new membership
  • Review your electronic application process to increase ease of use and avoid incomplete applications
  • Utilize online assistance and Bots to maximize interaction with consumer while they are on your site

 

Jason Vallejos, Executive Vice President,

Syndicated Insurance Agency, LLC

 

Gabrielle Rascon, Marketing Coordinator

Heritage Sierra Medical Group

 

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

Innovative Strategies

Marketing Strategies for “Late to Retire” Membership

Marketing Member Engagement

  • Keep close tabs on essential membership as they prepare for late retirement.
  • Capitalize on data to identify the expected time frame they will retire in order to maximize marketing at the right time to generate interest
  • Implement a marketing campaign to remain in contact with 40% of membership that chooses not to retire at 65 to increase probability of successful enrollment

 

Larry Baca, Vice President, Sales & Marketing,

Inter Valley Health Plan

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

3:50PM - 4:05PM EST
Break

4:05PM - 4:50PM EST

State of the Industry Address: Stakeholders Across the Spectrum Weigh In: Medicare Marketing and Sales in a Post Pandemic World

Sales Marketing Product Design Member Engagement

  • Stand out from the crowd in an over saturated marketing arena to increase visibility and quality of your organization
  • Increase accessibility to your products and services to members and potential new membership and increase awareness of the value of your product offerings
  • Ensure ease of use of your services and website to enable consumers to achieve goals and meet their needs effortlessly
  • Add value to user experience through ease of use of your website to meet their needs effortlessly

 

Moderator:

 

April Gill, Chief Solutions Officer,  

Welltok 

 

Panelists:

 

Jason Vallejos, Executive Vice President,

Syndicated Insurance Agency, LLC

 

Jennifer Rossbach, Marketing Manager, Government Programs/Compliance Lead, Marketing & Communications Strategy

Health Alliance Plan

 

Shannon M. Drotning, Director of Medicare and Individual Sales

Providence Health Plan

 

Speaker to be announced

 

 If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

4:50PM - 5:00PM EST

Closing Remarks

Chairperson to be announced

5:00PM - 6:00PM EST
Virtual Networking Reception

Don’t Miss Out! Turn on your camera and join us in the Virtual Lobby for that face-to-face networking experience we’ve all been missing. Connecting with your peers and vendors including sales and marketing professionals from across the country never been easier - click on an open seat, say hello to familiar faces, and take part in marketing, sales, member engagement, and product design discussions. We’ll see you in the lobby!

February 23, 2021

8:30AM - 9:30AM EST
Virtual Networking Breakfast

9:30AM - 9:30AM EST

Opening Remarks

Chairperson to be announced

9:40AM - 10:30AM EST

Leadership in Times of Uncertainty

  • Motivate your team to remain driven to succeed during challenging times
  • Increase communication and interaction with employees working virtually to ensure they are adapting to virtual working challenges, remaining healthy, and on track to meet goals
  • Thrive, not just survive by implementing incentive programs to increase productivity and maintain a competitive edge

 

Marilyn Sherman,  

Leadership and Communication Expert 

10:30AM - 11:15AM EST

Staying a Step of the Competition: Proven Strategies to Compete with National Plans

Sales Marketing Product Design Member Engagement

  • Elevate your organization with exceptional customer service scores to highlight the authentic personal connections with your members
  • Communicate a concise message that everyone uses to call out your unique competitive advantages in the local market
  • Increase visibility within your region through unique marketing approaches to improve brand awareness and identifies your plan with those unique differentiators in the marketplace
  • Develop your loyal broker channel to extend your reach within the region and increase membership
  • Capitalize on your product offerings to stand out from the crowd

 

Moderator:

 

To be announced

 

Panelists:

 

Steven Selinsky, Vice President of Product Strategy, Marketing and Community Outreach

Health Alliance Plan

 

Jim Meyers, Chief of Sales and Marketing,

ATRIO Health Plans

 

Heather Rollins, Department Vice President, Individual and Small Group Sales

Blue Cross and Blue Shield of Kansas City

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

11:15AM - 11:25AM EST

Tools and Technology Spotlight

Hear from vendor solutions specialists on how their products and services can improve efficiencies in your organization and healthcare delivery.

 

Joe Dahlkemper, Senior Account Executive,

Hallmark Business Connections

11:25AM - 11:40AM EST
Break

11:40AM - 12:25PM EST

Get a Handle on Regulatory Changes from CMS Impacting Sales and Marketing

  • Strategies to ensure compliant audits and oversight of field agents during and after the pandemic to avoid potential penalties
  • Review of the Medicare Communication and Marketing Guidelines CY 2021 updates and analyze what to expect in 2022
  • Discover solutions for virtual sales practices by capturing electronic signatures and voice recordings to meet CMS standards as well as providing tools for agents to achieve success

 

Moderator:

Renee Mezzanotte, EVP Client Engagement,  

DMW Direct 

Panelists:

 

Naomi Irvin, Director, Divisional Compliance - Sales, Marketing & Communications,

BlueCross BlueShield, North Carolina

 

Kortney Cruz, Vice President, Medicare Sales and Marketing, 

Independence Blue Cross 

12:25PM - 12:35PM EST

Tools and Technology Spotlight

Hear from vendor solutions specialists on how their products and services can improve efficiencies in your organization and healthcare delivery.

 

Sohail Malik, VP Healthcare Solutions, 

Messagepoint 

12:35PM - 1:35PM
Networking Lunch

12:35PM - 1:35PM EST

Lunchtime Round Table Rotation

Hear from industry specialists on a variety of topics during roundtable discussion. Each attendee will have the opportunity to join two roundtables during the session

Rotation 1: 12:35PM - 1:00PM EST

Rotation 2: 1:10PM - 1:35PM

Roundtable 1

Marketing to Care Givers

 

Marketing Member Engagement

Maximize your communication to family care givers to increase probability of new membership

 

Jennifer Rossbach, Marketing Manager, Government Programs/Compliance Lead, Marketing & Communications Strategy

Health Alliance Plan

 

Roundtable 2

Compliant Marketing Materials and Provider Oversight

Marketing 

 

Remain complaint with your marketing materials and documentation to avoid complications during an audit and manage expectations of your providers.

 

Naomi Irvin, Director, Divisional Compliance – Sales, Marketing & Communications,

BlueCross BlueShield, North Carolina

Roundtable 3

Maximize Visibility Through Facebook, YouTube, and Webinars

Marketing Member Engagement

Attain visibility of members and new membership through commonly used social media platforms and webinars to remain competitive.

 

Steven Selinsky, Vice President of Product Strategy, Marketing and Community Outreach

Health Alliance Plan

 

Jason Vallejos, Executive Vice President,

Syndicated Insurance Agency, LLC

Roundtable 4

Innovative Strategies for Outside Sales Agents

Sales Member Engagement

Discover new ways to interact with potential members in a non-contact environment such as porch meetings and drive through engagement opportunities to increase visibility and brand awareness

 

Dustin VanDuine, MSF, CLU, Director of New Business Sales

Health Alliance Plan

Roundtable 5

Maximizing Sales Agents Interaction to Capture All Data

Sales Member Engagement

Prepare agents to capture all information needed for multi department use in one visit to increase efficiency maximize time with member

 

Speaker to be announced

Roundtable 6

Preparing for the New Normal with a Hybrid Enrollment Approach

Sales Marketing 

 

Remain successful with a continuation of an in person and virtual enrollment including adapting to lessons learned from 2020 AEP.

 

Shannon M. Drotning, Director of Medicare and Individual Sales

Providence Health Plan

Roundtable 7

Member Engagement and Satisfaction Strategies to Improve Retention

 

Member Engagement

Implement innovative strategies that increase both engagement and satisfaction of your membership to improve opportunities for social influence for new membership and retention.

 

Kristy Strain, Director of Product and Marketing Strategy

Health Alliance Plan

 

Speaker to be announced

Roundtable 8

Tactics to Educate your Membership to Improve Their Use of Technology

Marketing Member Engagement

Introduce training exercise to help non-tech savvy membership to improve to enable them to capture your digital information.

 

Speaker to be announced

1:35PM - 1:40PM EST
Break

1:40PM - 2:25PM EST

Concurrent Tracks

Track A: Marketing Innovations

Chairperson to be announced

 

Track B: Sales Innovations

Chairperson to be announced

 

Track C: Sale Success and Product Design

Chairperson to be announced

Marketing Innovations

Advanced Web Techniques: Optimize SEO, Improve User Experience and Boost Visibility

Marketing Member Engagement

  • Climb the page through search engine optimization (SEO) to ensure that new members are attracted to your site
  • Scour through your website to find areas of improvement including color schemes, imaging, font size, and overall aesthetics
  • Reduce the number of clicks taken to complete an action to improve ease of use for elderly membership and retain attention of user

 

Speaker to be announced

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

Sales Innovations

Maximize Member Experience and Satisfaction Through In-Home Outpatient Treatment

Sales Member Engagement

  • Reduce the possibility of hospitalization through guidance and therapy during in-home visits while improving members overall health
  • Best practices contracting in-home therapy as a supplemental benefit
  • Increase member satisfaction, positively impacting quality measures, through member engagement, support, and a personal approach to therapy

 

William Dieter PT, DPT, GCS, FSOAE, Director of PT Clinical Services & FOX Geriatric Residency in Physical Therapy

FOX Rehabilitation

 

Co-presenter to be announced

Sale Success and Product Design

Create the Right Supplemental Benefit Mix to Stay Ahead

Sales Product Design

  • Prepare for changes in your benefit mix due to the pandemic to achieve the needs of your membership
  • include SDoH factors to increase support for your membership most in need, including transportation, and grocery delivery services
  • Examine how changes to your benefits will impact your budget and overall organizational goals

 

Todd Rau, Director, Medicare Markets

Indiana University Health Plans, Inc.

2:25PM - 2:40PM EST
Break

2:40PM - 3:25PM EST

Concurrent Tracks

Track A: Marketing Innovations

Chairperson to be announced

 

Track B: Sales Innovations

Chairperson to be announced

 

Track C: Sale Success and Product Design

Chairperson to be announced

Marketing Innovations

Maximize ROI through your Marketing Mix – Pre and Post Pandemic

Marketing Member Engagement

  • Calculate which forms of marketing offer the best ROI due to changes in the market caused by the pandemic
  • Squeeze every penny from your budget to target new membership through a streamlined marketing plan
  • Compete with national plans through innovative marketing strategies to increase visibility

 

Jim Meyers, Chief of Sales and Marketing,

ATRIO Health Plans

 

Speaker to be announced

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

Sales Innovations

Get On-Board with the New Onboarding Processes

Sales Member Engagement

  • Analyze your current onboarding process to identify and address inefficiencies within your process
  • Identify key touchpoint opportunities and find the right tools or partners to implement engagement tactics
  • Establish metrics and integrate into continued trust-building with members through meaningful and measured communications
  • Capture and analyze feedback from membership on their experience to improve your current onboarding processes

 

Holly K. Ackman, VP, Sales

SCAN Health Plan

Sale Success and Product Design

Convert & Capture: Keys to Gaining New Enrollees from Medicare Supplement Membership

Sales Product Design

  • Highlight the advantages of transitioning from Medicare Supplement to Medicare Advantage to increase membership
  • Examine the benefit offerings that could entice membership to switch
  • Generate and incorporate an action plan to target switching members and grow membership

 

Gabrielle Rascon, Marketing Coordinator

Heritage Sierra Medical Group

 

Speaker to be announced

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

3:25PM - 3:40PM EST
Break

3:40PM - 4:25PM EST

Interactive Discussion! Guys, We Messed Up…..

Hear from your peers on unsuccessful strategies that have become learning tools for industry specialists in a lighthearted and sharing environment. The session will conclude with an open mic forum to hear stories from members of our audience.

 

Panelists:

Larry Baca, Vice President, Sales & Marketing,

Inter Valley Health Plan

 

Jotham Cortez, Sr. Director, Sales Operations

Essence Healthcare

 

Todd Rau, Director, Medicare Markets

Indiana University Health Plans, Inc.

 

Speakers to be announced

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

4:25PM - 4:40PM EST
Break

4:40PM - 5:25PM EST

Industry Leaders Conclusion: Wrap Up Panel: Examine Impact of 2020 on Marketing, Sales, Product Design, and Member Engagement & Action Items to Implement in 2021

Sales Marketing Product Design Member Engagement

Leaders from sales, marketing, product design and member engagement functions convene to recap the themes covered by the conference, focusing on tactical takeaways that you can implement within your organization when you’re back in the office.

 

Moderator:

To be announced

 

Panelists:

Heather Rollins, Department Vice President, Individual and Small Group Sales

Blue Cross and Blue Shield of Kansas City

 

Hank Osowski, Managing Partner,

Strategic Health Group

 

Speakers to be announced

 

If you’re interested in speaking, please contact Tim Hart at thart@risehealth.org  

5:25PM - 5:30PM EST

Closing Remarks

Chairperson to be announced