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Practical Application of Personalization to Benefit Members and Patients

Consumers are demanding more value for their dollar. They want better choices, knowledge to make informed decisions, and on-demand access to tools that improve their overall health. In this digital era, consumers also expect custom experiences. Personalization, foundational empathy, incorporating design thinking into applications, leveraging journey mapping, segmenting user groups based on behavior, and utilizing consumer analytics are well-developed principles, methods and approaches used throughout the retail and hospitality industries to provide exceptional consumer experiences.

Understanding and adopting a strategic approach to healthcare consumerism is critical for healthcare stakeholders as people expect the healthcare system to operate like Facebook, Amazon, Netflix, Google, and other digitally transformed industries. Leading health plans, health systems, and care providers are borrowing tried and tested programs, practices, and innovation frameworks from the retail and hospitality industries as they digitally transform their organizations.

In this HCEG Webinar Series event, Angela Perri, Chief Medicare Officer at the UPMC Health Plan, Keith Roberts, Consulting Practice Director of Healthcare Consumerism at Change Healthcare, Denise Holt, Partner and Head of Strategy, Experience + Insights at ICF Next, and Ferris Taylor, Executive Director of the HealthCare Executive Group will share and discuss examples of how healthcare entities can incorporate consumerism principles to accelerate their strategic agenda.

Foundational Empathy: Design Thinking applications in healthcare
Behavioral Segmentation: Consumer Analytics make you precisely relevant
Journey Mapping: Building Consumer Journeys around patient and member needs
Examples of Provider outcomes of personalization
Examples of Health Plan outcomes of personalization

Jan 24, 2023 02:00 PM in Eastern Time (US and Canada)