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Health Plan Member Satisfaction Senior Management Imperative: How to Measure It and How to Fix It - 90-Minute Audio Conference on CD-Rom - Webinar

  • ID: 1088823
  • October 2009
  • 90 Minutes
  • Managed Care Information Center
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Prompted by the increased focus and attention on the current wave of studies and surveys that have found wide swings in levels of health plan member satisfaction, this special audio webcast was sponsored by the Managed Care Information Center (MCIC) on October 7, 2009.

Member satisfaction has become measurable and is now public knowledge. It is a key ingredient in national ratings programs.

Indeed, member satisfaction is an integral piece of a health plan management team’s performance ratings.

The status quo is changing. Health plan senior management cannot accept the current wide swings in levels of member satisfaction, observers say.

Among health plan leadership today member satisfaction is likely a key focus in this era of national emphasis on quality and satisfaction. But improving member satisfaction ratings is a challenge for health plan management. No health plan senior executive can accept poor ratings.

Two leading experts on member satisfaction will review the key metrics, measures and strategies for managers who are responsible for providing their members with service and care that results in increasing member satisfaction.

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Why Member Satisfaction Is a Major Focus Today

Trends in Member Satisfaction in Today's Consumer Environment

HEDIS,CAHPS,NCQA and Quality of Care and Member Satisfaction

Member Satisfaction Scores in the Spotlight

Best Practices in Member Satisfaction Research

Defining the Member Experience

What's Important to Stakeholders

The Operational 'Touchpoints' for Member Satisfaction

How to Improve Member Satisfaction With Project Management

Question and Answer Session

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Lisa DiTullio
Lisa DiTullio & Associates, LLC

Roger Gates, Ph.D.
DSS Research

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