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Thursday, April 2 • 10:30am - 12:30pm
Improving Insurance Member Experiences

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Attitudes, feelings, and frustrations about health care are often created and framed by insurance experiences. Now Insurance groups are faced with an incredible opportunity—and an increasing mandate—to become true partners in wellness with their members. Improving Insurance Member Experiences will address how we can create product transparency, navigate through complexities, and develop technologies and self-service tools that not only help people gain a better understanding of their coverage, but also improve their health literacy and their wellbeing.

Moderators
avatar for Amy Cueva

Amy Cueva

Co-Founder, Chief Experience Officer, Mad*Pow
Amy believes that design can help improve the human condition. It was with that mission and vision that she founded Mad*Pow in 2000 with Will Powley, and together they’ve created an award-winning agency serving Fortune 500 companies and startups across industries from health to financial services, technology, media, education, and hospitality. | | Amy plays an essential role in Mad*Pow’s visualization of a changed health care... Read More →

Speakers
avatar for Kunjorn Chambundabongse

Kunjorn Chambundabongse

Vice President, Innovation and R&D, United Healthcare Group
Kunjorn Chambundabongse (KC) is a Vice President of Innovation, Research & Development for UnitedHealth Group, where he is responsible for managing a strategic portfolio and corporate intrapreneurship program focused on disruptive innovation and growth. His organization uses Customer Development, Lean Startup and Lean VC approaches for new product ideation and development. In this role, KC works to increase the throughput by which... Read More →
avatar for Heather Hottenroth

Heather Hottenroth

Consumer Experience Strategist, Humana
Heather Hottenroth is a charismatic, transformation leader specializing in establishing and maturing customer experience and innovation capabilities within large organizations. She currently leads Humana’s  associate (employee) experience innovation efforts, in partnership with the HR organization, and is focused on building  positive and trusting relationships that enhance the well-being and health outcomes of Humana’s... Read More →
avatar for Melinda Karp

Melinda Karp

Senior Director, Member Experience Innovations, Blue Cross Blue Shield, Massachusetts
Melinda Karp Is the Senior Director of Member Experience Innovation at Blue Cross Blue Shield of Massachusetts. Ms. Karp and her team, in partnership with leaders throughout the company, are working to develop and implement a comprehensive, strategic and market-leading approach to member engagement that leverages data, information and technology to meet BCBSMA members’ needs, inform their health care decisions, and improve their experiences... Read More →
avatar for Giulia Tollis

Giulia Tollis

Staff VP Enterprise Portals & Mobile, Anthem
Giulia helps Anthem BCBS members make more informed health care decisions through the promotion of online tools across both the web and mobile space. On a day to day she drives continuous product capability enhancements that are based upon consumer research/feedback, while maintaining a best in class member experience.



Thursday April 2, 2015 10:30am - 12:30pm
Commonwealth C

Attendees (26)