The Customer Experience Professional's Guide To Healthcare Reform

Air Date: Monday, August 10, 2009

Cost: $250

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Presented By:

Who should attend: Customer Experience professionals

Description:

What's Washington going to do with healthcare? Frankly, we don't know. But we can draw on the current healthcare debate and parallel developments in the industry to identify key trends that healthcare Customer Experience professionals will face in the near future. These include: epanded coverage, intensified competition, a focus on prevention and wellness, and new customer interactions stemming from the "meaningful use" of EMRs. In this teleconference, we dig into these developments to assess their customer experience implications.

Agenda:

• Expansion of coverage will create new healthcare consumers.
• A public insurance plan, a health insurance exchange — or both — will intensify competition, where experience will factor alongside cost.
• Regulations and incentives will increase focus on prevention and wellness, demanding new customer interactions.
• "Meaningful use" of EMRs will require new communication with or access for consumers.

Vendors mentioned: eHealthinsurance.com, Google, Microsoft

Related Research:

Industry Experts Weigh In On Healthcare Reform

by Elizabeth Boehm, Andrew McInnes, April 27, 2009

Consumers Want Healthcare Change, Lack Consensus

by Elizabeth Boehm, June 18, 2009

Consumers Face Healthcare Financing Fears

by Elizabeth Boehm, March 9, 2009

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.