Red Privet will host an interactive workshop at Health Plan Alliance’s “Customer Experience 2016 Value Visit” meeting on November 8th in Miami, FL. Design Director Cherie Hinson, Ph.D. and Principal Experience Designer Lissa Richards will provide attendees with practical approaches to improving their organizations’ member experience from an operational perspective.
The Health Plan Alliance brings together health plans in collaborative ways to improve their financial, operational and clinical performance, and enhance their market position. Their 48 member organizations span 10 of the top 20 U.S. markets as well as underserved rural areas. November’s “Value Visit” meeting will help Alliance members tackle a top industry challenge: making the shift to a retail mindset when it comes to measuring members’ experience.
Red Privet’s workshop will examine what “customer experience” means and how the cumulative effect of a member’s interactions with an organization — from the mail they receive to a claims interaction — contribute to their overall satisfaction and retention. They’ll also:
- Share methods and tools to help organizations analyze and shape how their operational services fit together strategically.
- Give practical approaches to improving a member’s experience by looking at individual member touch points, gaps in the current experience and how all touch points fit together.
- Explore how internal corporate culture impacts customer experience.
- Help identify the right metrics to measure customer experience efforts.
“Enhancing customer experience is at the core of what we do at Red Privet,” said Cherie Hinson, Ph.D. “We’re excited share our industry best practices and facilitate a discussion that ultimately leads to member-centric improvements for Alliance organizations.”
Red Privet works with payer organizations including Highmark BlueShield, United Concordia, and most recently Geisinger Health Plan – offering solutions ranging from member experience strategy to designing a consumer-friendly online explanation of benefits.
For more information about the event, visit http://bit.ly/2dp3c8T.
About Red Privet, LLC
Founded in 2009, Red Privet is a customer research, digital design, and experience strategy firm that helps brands such as Johns Hopkins Medicine, Penn State Hershey Medical Center, and Geisinger Health System deliver the best digital experience to their customers - be it the quickest, most convenient, or most empathetic one possible. Combining immersive research, thoughtful design and innovative execution, Red Privet partners with its clients to create solutions that help real people navigate real life with confidence. They call it Design for Real Life℠.