Transforming your Digital Experience from the Inside Out

In 2022, consumers no longer compare their health plan interactions with other healthcare experiences. They compare them to experiences with their favorite brands, and the stakes are high.  In terms of experience improvement, the biggest opportunity for health plans is to finally meet consumers across all populations where they are. This includes capitalizing on the massive digital adoption that has taken place over the last two years.

It all starts with garnering control of print communications from establishing an initial inventory, formulating a vision of the future, and then selecting strategic technology and services partners to help enable the vision.

Discover how Aetna’s digital transformation is rebuilding their member experience by focusing on the fundamentals, including how they solved for the unable to reach populations, how they moved from print to digital transformation, and they incorporated behavioral science into their communications and the impact it had on NPS, CAHPS scores, and Stars rating.

In this session attendees will learn:

  • The importance of people, process and governance changes which must accompany a transition from analog to digital interactions
  • Key technology capabilities needed to be successful
  • How contact center optimization can improve the member experience
  • The impact of communications on Stars
  • Early wins with measurable results

Featured Speakers

Kathleen Ellmore

Co-founder and Managing Partner



Kathleen brings the best of consumer marketing and data-driven methodologies to healthcare to motivate better health decisions. Prior to founding Engagys, Kathleen led the consumer engagement consulting practice for Silverlink for 12 years helping health plans and PBMs close the last mile of consumer engagement.
Kathleen is a thought leader on driving consumer health engagement, creating better consumer experience in healthcare, motivating and inspiring consumers, and using data to drive consumer behavior. She was also named as a consultant to the first ever FDA Patient Engagement Advisory Committee (PEAC).

Jamie Gerrits
Vice President of Business Technology Solutions and Services

Aetna Service Operations

Jamie’s been at the helm of BTSS since April 1, 2021, having spent a significant part of her career at Aetna in Service Operations and bringing a wealth of experience to this role, especially when it comes to the systems and processes managed by the BTSS team.
Jamie was previously on Aetna’s Operational and Strategic Solutions team, where she led Specialty Business Solutions. In that role, she partnered across Specialty’s nine standalone insurance and technology businesses to shape strategy, build operational effectiveness, and improve the customer experience.

Katie Konoff
Lead Director, Project Program Management, Medicare Integration

Aetna Medicare

Katie develops, drives and leads Aetna Medicare digital priorities for authenticated, mobile and public-facing sites as well as other systems of engagement. Katie started her career with Aetna in 2009 as an account manager for Group Medicare Sales. She quickly shifted her focus to project management and worked on various initiatives such as print/fulfillment transitions/builds across multiple vendors including bswift, Accenture, Benefit Focus, RR Donnelly, Donnelly Financial and O'Neil Digital Solutions.

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