How Blue Cross Blue Shield of Arizona is Reinventing the Member Journey
Past Event
event date
July 12, 2023 12:00 pm ET

How Blue Cross Blue Shield of Arizona is Reinventing the Member Journey

Phylicia Schroeder, Manager, Provider Engagement and Quality Analytics at Blue Cross Blue Shield of Arizona Medicare Advantage and Janine Wakim, Head of Operations at ReferWell, join Eric to discuss how the plan is transforming the member journey by instituting a cultural shift putting the member’s needs above the plan’s needs, adding that to accomplish this goal, the plan uses data and predictive analytics to learn about what makes its members unique.

Topics covered during the episode include:

  • Member journey mindset
  • Navigation and physician scheduling
  • Data integration, risk mitigation (as it relates to CAHPS) and
  • Provider engagement

Phylicia and Janine share many bright spots your plan can implement to provide a tailored experience for your members!

This episode is sponsored by ReferWell

Health plans are acutely aware that they are measured and graded on quality, experience and health equity more so than ever before. Their biggest challenge is to impact those areas directly.

ReferWell helps health plans advance health equity by scheduling underserved members for the care they need, be it medical, care gap appointments or — through your community partnerships — appointments for transportation assistance, nutritional counseling, mental health services and other community-based organization offerings.

Data shows that ReferWell’s solution directly impacts the members who need it most.

ReferWell care navigators find the Perfect Match right at the referable moment (when the member is leaning into their care) and schedule the member while on the phone. It’s a proven process that provides better access, experience and outcomes for members, and better quality performance, which affects the health plan’s bottom line. For more information, visit


Janine Wakim

Head of Operations, ReferWell

As Head of Client Operations, Janine Wakim is keenly focused on the success and satisfaction of ReferWell’s customers.

Janine leads the team that works with some of the largest healthcare systems and payers in the United States, from onboarding to growth to ongoing support.

She is an operations leader with over 20 years of experience in strategic planning and process improvement, leading client experience and business analytics teams. At Gartner, she served as the lead in building the offshore center of excellence for Business Analysis to provide insights into the Research and Advisory business to grow its footprint and retain its client base. She also served in leadership roles at Datto and Potoo Solutions.

Janine earned a Bachelor of Science in Finance from Lehigh University, an MBA from Columbia Business School, and an MPH in Hospital Administration from Columbia University Mailman School of Public Health.

Phylicia Schroder

Manager, Provider Engagement and Quality Analytics at Blue Cross Blue Shield of Arizona

Phylicia is a highly skilled Medicare Stars quality (HEDIS, CAHPS, HOS) analyst and strategist who specializes in data analysis, extrapolation and visualization through building dashboards in Power BI, technology implementation, provider engagement and clinical workflows, project management, process improvement and documentation. She is a true innovator who never says “No” and sees obstacles as opportunities to apply creative problem-solving to find a solution.

Watch Event


Related Events

Leveraging SDOH Outreach to Increase Dual Eligible Penetration
Health Equity and SDOH: Leveraging Data and Measures