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Home PG Pulse Podcasts Episode 09: Putting members first: Blue Shield’s data-driven approach to exceptional experiences

PG PULSE

Episode 09: Putting members first: Blue Shield’s data-driven approach to exceptional experiences

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In today’s complex, ever-changing healthcare environment, member experience is the ultimate battleground. Consumers have more choice than ever, but access remains a massive barrier to care. Health plans must constantly innovate to meet their needs and stay ahead of the curve, even when the goalposts keep moving.  

Hosted by David Shapiro, Press Ganey General Manager of Member Experience, this episode of PG Pulse features Christine McKinney, VP Marketing and Member Experience at Blue Shield of California, to dissect the intricacies of member experience today. Learn how the health plan leverages quantitative and qualitative data to personalize the healthcare journey for a diverse population of 4.6 million individuals.  

Tune in to explore:  

  • How Blue Shield stays on the pulse of evolving member needs by actively listening, and turning qualitative feedback into quantifiable insights that drive action.
  • Key strategies for identifying the moments that matter in the member journey, and how to use these touchpoints to improve the experience. 
  • How Blue Shield leverages insights from surveys, digital interactions, and AI to identify pain points and implement targeted solutions, tailored to different populations.
  • Blue Shield’s initiatives around benefit education, empowering members to successfully navigate healthcare and improving outcomes.
  • How to translate net promotor scores to business outcomes like member engagement, member retention, and profitability.
  • The power of personalization in a data-driven, digital-first environment.
  • The technological advancements—including virtual care and member health records—shaping the future of seamless, integrated experiences.