Health Plan Case Studies: Strengthen the Member Experience to Improve Quality Ratings
Past Event
event date
December 16, 2021 11:30 am ET

Health Plan Case Studies: Strengthen the Member Experience to Improve Quality Ratings

Industry outsiders often have unique perspectives when it comes to what’s working and what’s not in healthcare. Join us to learn how looking at the member experience through a financial services lens yields powerful insights about targeting members with a data-centric approach. You’ll hear how understanding member satisfaction and engagement in innovative ways helped a 750,000-member Michigan Medicare plan tailor its programs while boosting Star Ratings, retention, and member and provider trust.

In this session, you’ll discover:

– The critical link between members’ experiences with their payer and providers
– How social and economic barriers prevent engagement, but not always in the ways we’d expect
– Ways the pandemic accelerated positive change and forever altered how plans approach member experience and satisfaction



Louise Briguglio

SVP, Integrated Experience Group, Icario

With a background in Human-Computer Interaction, Louise brings a design-oriented approach to leadership and product development. She has 15+ years of experience as a design, product, and technology leader serving enterprise clients across the healthcare, finance, retail, and supply chain industries.

Prior to joining Icario, Louise held senior leadership positions in several San Francisco-based data and engineering-focused companies including Addepar,, and Nuna. Louise excels in growth- and scale-stage companies in defining vision and aligning teams to execute with creativity, collaboration, and agility. Louise holds a master’s degree from Carnegie Mellon University in Human-Computer Interaction.

Cynthia Weiss, RN, MSM, BSN

Director, Quality, Accreditation, and Wellness, AvMed Health Plans

In her current role, Cynthia has corporate responsibility and accountability for the development and implementation of AvMed’s Quality Improvement, Health Plan Accreditation and Ratings, CMS Stars Improvement, Medical Credentialing and Wellness and Health Promotion Programs, inclusive of related corporate and strategic goals and objectives.

Prior to AvMed, Cynthia spent 29 years working in various roles at the Jackson Health System. She received a Master’s degree in healthcare administration/management from St. Thomas University and a Bachelor of Science degree in nursing from Barry University.

Topher Wurts

Partner, and CMO, Chief Outsiders

Topher helps B2B and B2C startups, mid-sized organizations, corporate divisions, and new product launches develop go-to-market strategies to generate rapid growth and revenue gains. A change agent for various Fortune 1000 companies, Topher redefines brand identity to clarify value proposition, foster business awareness and increase ROI. With an innate love of technology, he implements digital marketing, earned media and content marketing strategies to drive business and communicate unique value.

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