Customer Service & Claims Management for Health Insurers

Venue: Wyndham Orlando Resort

Location: Orlando, Florida, United States

Event Date/Time: Mar 29, 2004 End Date/Time: Mar 31, 2004
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Over the past ten years the Healthcare division at the Institute for International Research has recognized the challenges faced by health plan executives and provided a forum to address the issues and share solutions with your management executives ranging from the advent of voice recognition technologies to web-based CRM technologies. Last year we launched our Claims Management event with great success. There we debated the negotiation of standardized contracts between providers and payers and explored strategies for developing a claims forecasting model for FTE requirements and inventory balances. This year, IIR has decided to merge these two exciting events because of the synergies that exist or must exist to ensure success in today's consumer driven environment. IIR is delighted to present the 2004 Customer Service and Claims Management for Health Insurers Conference.

This outstanding Summit offers 3-days of workshops, case studies and interactive panel discussions with the nation's leading Customer Service and Claims Management experts to provide healthcare executives with the tools required to Streamline processes and Integrate capabilities to improve service operations.

On Monday, March 29th, 2004 the event opens with a halfday workshop focusing on Successful Strategies for Leadership Development and Employee Training to Achieve Higher Quality and Productivity for claims and customer/member services management. During the afternoon we offer two workshops that run concurrently, Integrating Cultural Competency for Customer Service Excellence and Implementing Anti-Fraud tools for Claims Supervisors.

On Tuesday, March 30th, 2004 the main conference begins with a group discussion led by the conference co-chairs on the State of the Healthcare Industry and how to make Service a Buying Differential in a Consumer Driven Market. Following the opening discussion, is a case study from the Regence Group and SW Hall & Associates on Using Employee Input to Effectively Change and Manage Operations.. Next, Coventry HealthCare's Director of Service Operations discusses how to Optimize Cross Functionality between Claims and Customer Service business units. The morning concludes with an interactive panel discussion focusing on Determining when Outsourcing for Claims and Customer Service is the Best Strategy.

The afternoon begins with the earlier plenary session breaking out into two tracks.

In the Customer Service Track we hear from Independent Health on Working with Competitors to Implement a Regional Consortium and Turn Customer's Issues into an Industry Solution followed by Blue Cross Blue Shield of Massachusetts presentation on their Effective Service Strategy to Put Members First. Next, Harvard Pilgrim Healthcare discusses the Effective Implementation of a Fully Integrated Email Response System and the day closes with a case study from Group Health Cooperative on Implementing Assurance for Quality Control and HIPAA Compliance into a Customer Service Call Center.

The Claims Management track begins with a discussion on Ensuring First Time Processing Accuracy for Faster Claims Turnaround and is followed by American Republic Insurance Company with Pershing Yoakley and Associates in a joint presentation on Reverse Engineering Claims Data to Identify Root Problems. The next session presented by Sentara Health Management provides information on Developing a Sound Quality Assurance/Training Program to Improve Quality and Timeliness of Claims Payments and the day ends with a presentation on strategies for Increasing the Percentage of EDI Transactions to Reduce Claims Inventory.

Wednesday, March 31st begins with a presentation from Aetna, Inc. on Strategies for Achieving a Fully Integrated Self Service System, Balancing the Web, IVR and Agent Service which is followed by BlueGrass Family Health's discussion on Improving Service by Integrating Claims with Customer Service. The next presentation from Blue Pumpkin is on Successful Transition from a Non-Workforce Management Environment, Implementing a Comprehensive Workforce Management System and the conference closes with a panel discussion on Service Implications with New Healthcare Products.

Networking Opportunities

Meet and network with your industry colleagues. Networking benefits include morning coffee, luncheons, and refreshment breaks.