Silverlink Webinars
Member Satisfaction
Customer Satisfaction: Measuring Health Services Satisfaction in the Age of Consumerism
Speakers:
Margot Walthall, MHA, Silverlink Communications
Jack Newsom, ScD, Silverlink Communications
Learn how focused, topical survey design and execution can help you get beyond the high-level impressions of your strengths and opportunity areas to real information that can drive action.
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Closing the Adherence Gap through Member Outreach
Speakers:
Craig Wiese, PhD, Clinical Psychologist, Center for Cognitive Therapy
Fran Donovan RN, MBA, Silverlink Communications
The typical 12 minute office visit means that many of your members don't receive important medication information to support their adherence. Along with many other barriers, breaking through to positively support member behavior is challenging whether it involves supporting a member who is pre-disease and on a lipid-lowering medication or one who needs more intensive coaching to support their diabetes management.
Join us as we discuss innovative ways plans are educating members across a range of therapies with staged communications interventions that make sense for where the member is or isn’t.
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How Communications Can Influence Member Satisfaction, Loyalty, and Ultimately Retention
We've all been told for years that it costs five times as much to win a new member as it does to retain an existing one. With the big focus on consumerism in healthcare, the continuing evolution in Medicare Part D and new growth and innovation happening in support of individual markets, it is time for the science of member communications to take center stage within healthcare companies.
Join Silverlink as we discuss ways of addressing this opportunity through comprehensive communications solutions that connect with your members and increase their advocacy for your insurance product.
We'll look at some non-healthcare examples and some leading edge ideas in healthcare, while grounding it all with short-term actions that you can implement to achieve measurably better results.
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Digging Deep to Understand Member Satisfaction
With the evolution of health care consumerism, health plans are seeking high-impact ways to "take the pulse" of consumer perceptions of their business processes. In today's competitive market, how consumers perceive their health plan's brand is crucial for increasing retention and attracting new members.
Whether you are looking to better understand where you sit with your members on satisfaction with coverage and benefits, customer service and provider experiences, barriers to care or receptivity to new services—there are very few approaches as cost-effective, timely, and telling as automated telephonic surveys. Focused, topical surveys can help you move from the high-level impressions of your strengths and opportunity areas (garnered from some of the standard national surveys many plans participate in) to information that is truly actionable.
This informative Webinar will teach you to identify key impact areas and to design surveys that will delve more deeply into member perceptions to:
- Identify areas of strength in key functions that could be messaged in retention-oriented communications
- Uncover sources of dissatisfaction to create corrective action plans
- Generate fast analysis to stimulate ideas for program changes in specific business areas
Attend this interactive, live session that combines the expertise and practical advice of a market research professional and survey design expert coupled with case studies of telephonic surveys supporting several managed care business processes.
Faculty:
Michael G. Elasmar, PhD Professor and Director of the Communication Research Center at Boston University Editor, American Journal of Media Psychology
Chuck Eberl Vice President of Marketing, Silverlink Communications, Inc.
Margot Walthall Director of Product Marketing, Silverlink Communications, Inc.
Click here to request a copy of this complimentary Webinar
