How to Support Members and Cut Costs through Digital Engagement

Jan 19, 2023 1:30 PM2:15 PM EST

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Key Discussion Takeaways:

As healthcare grows more expensive, providers and patients must simultaneously manage the costs and increased need for care. One viable solution that addresses these concerns is digital engagement, which helps reduce complications associated with chronic health conditions. So how are organizations leveraging digital tools, and what can you learn from their efforts?

Many healthcare plans utilize existing customer relationships to personalize experiences and enhance available resources based on members’ health conditions, goals, and priorities. Digital platforms that provide comprehensive and diverse care programs allow patients to navigate the healthcare system to support their needs. You can deploy integrated communication channels to help customers access digital tools and reduce the accompanying learning curve.

In today’s virtual event, Aaron Conant speaks with Courtney Sadlon, Senior Program Manager at Wellframe, about digital engagement in healthcare. Courtney explains how to leverage digital content to engage customers and reduce clinical costs, how to expand tools to caregivers, and tips for maximizing behavioral health engagement.

Here’s a glimpse of what you’ll learn:

  • How to leverage digital content to engage customers and reduce clinical costs
  • What is digital literacy in healthcare?
  • Educating members to access digital tools
  • Tips for maximizing behavioral health engagement
  • How do digital content and health plans support healthcare management?
  • The importance of member personalization and meaningful moments
  • Expanding digital tools to caregivers
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Event Partners


Wellframe is a health technology company that delivers a mobile-enabled care management platform. Its mobile app translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients. As patients engage with the app, their data is shared in real-time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early-intervention alerts.

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Guest Speaker

Aaron Conant LinkedIn

Co-Founder & Managing Director at BWG Connect

Aaron Conant is Co-Founder and Chief Digital Strategist at BWG Connect, a networking and knowledge sharing group of thousands of brands who collectively grow their digital knowledge base and collaborate on partner selection. Speaking 1x1 with over 1200 brands a year and hosting over 250 in-person and virtual events, he has a real time pulse on the newest trends, strategies and partners shaping growth in the digital space.

Courtney Sadlon LinkedIn

MSN, RN, CPNP-PC/AC; Senior Program Manager at Wellframe

Courtney Sadlon is an MSN, RN, CPNP, and the Senior Program Manager at Wellframe, a digital health management platform designed to empower health plans to form meaningful connections with its members throughout their entire healthcare journey. In her role, she focuses on content development, digital health, and project management. Before Wellframe, Courtney was a Certified Pediatric Nurse Practitioner at Boston Children’s Hospital and a Registered Pediatric Nurse at Tufts Medical Center and Yale-New Haven Hospital.

Event Moderator

Aaron Conant LinkedIn

Co-Founder & Managing Director at BWG Connect

Aaron Conant is Co-Founder and Chief Digital Strategist at BWG Connect, a networking and knowledge sharing group of thousands of brands who collectively grow their digital knowledge base and collaborate on partner selection. Speaking 1x1 with over 1200 brands a year and hosting over 250 in-person and virtual events, he has a real time pulse on the newest trends, strategies and partners shaping growth in the digital space.

Courtney Sadlon LinkedIn

MSN, RN, CPNP-PC/AC; Senior Program Manager at Wellframe

Courtney Sadlon is an MSN, RN, CPNP, and the Senior Program Manager at Wellframe, a digital health management platform designed to empower health plans to form meaningful connections with its members throughout their entire healthcare journey. In her role, she focuses on content development, digital health, and project management. Before Wellframe, Courtney was a Certified Pediatric Nurse Practitioner at Boston Children’s Hospital and a Registered Pediatric Nurse at Tufts Medical Center and Yale-New Haven Hospital.

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Aaron Conant

Co-Founder & Managing Director at BWG Connect

BWG Connect provides executive strategy & networking sessions that help brands from any industry with their overall business planning and execution.

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Discussion Transcription

Aaron Conant 0:18

Happy Thursday, everybody. My name is Aaron Conant, I'm the co founder and managing director here at BWG Connect are a giant networking and knowledge sharing group with 1000s of organizations that focus on the digital space as a whole, which is rapidly changing across multiple, multiple fronts. And so I spend a lot of my time just talking to different organizations. And when the same topics come up over and over again, we host an event like this, we like them to be incredibly interactive. So at any point in time, if you have any questions, you can hit star five, hit star five a handle go up on the screen here, we can unmute you and bring you into the conversation wants to be just as educational information was possible. Also, so don't don't hesitate. If you want to jump in hit star five, we can ask questions, we're going to jump around and just bring some people into the conversation as well. And the other thing is want to be really time conscious. So this is going to go through about 215. Eastern time, we're going to try to wrap it up a few minutes early, just give everybody a chance to get on to the next meeting without being late. And with that, I want to go ahead and kick this off. Because we're just chatting a little bit before we kick this thing off around rising costs, about a focus on profitability, and how important it's been in house. There's a lot of new digital tools out there that are popping up that allow this to happen. And so we've got some great friends, partners, supporters of the network across the board over at Wellframe and we have Courtney on the line today to kind of guide the discussion and kind of answers many questions. But you know, Courtney, I'll kick it over to you if you want to briefly, you know, jump in, you know, do an introduction, you know, name roll. And, you know, Wellframe, how you guys are helping people out and then we can kind of jump into the conversations that sound good.

Courtney Sadlon 2:00

And that's great. Thanks, Aaron. Hi, everybody. My name is Courtney Sadlon, and I am a senior program manager at Wellframe. For those who are a little bit less familiar with the organization, Wellframe is a digital health management platform designed to empower health plans to form meaningful connections with their members throughout the entirety of their health care journey. I am a pediatric nurse practitioner by background who spent about 10 years in the inpatient hospital setting prior to becoming to Wellframe. And my clinical experience as well as an understanding of some of the challenges that members and their caregivers are experiencing in regards to managing their health has really helped to ensure that not only are we providing a clinically based and accurate digital experience for members who are enrolling with the platform, but also to ensure that those members who are enrolled within the platform really are having an engaging experience, to motivate them towards making changes or bettering their health. So I appreciate you all joining us today. And definitely excited to have a discussion about you know, the opportunities that exist are digital.

Aaron Conant 3:07

So one of the biggest things share and others if you have questions, hit star five, we'll handle up on the screen here, we can unmute you and bring you in, we want to get as many questions answered today as possible. But one of the top ones that comes up over and over again, is around content. And this really doesn't matter what industry you're in right now. But it's super interesting, you know, in this sector as a whole in the healthcare space, around content, engaging members. But the the crazy thing I'd love to dig into a little bit is, you know, this theme about reducing clinical costs. So we'd love to hear how you guys use content to engage customers, I guess there's a good way to put it. And with the caveat and reduce clinical costs as a whole. I'd love to hear some thoughts on that.

Courtney Sadlon 3:50

Yeah. So I think, you know, there's a couple of things to think about in terms of the high cost areas that new health plans are experiencing, across with their members. And, you know, I think that the main thing that comes to mind when I think about them is that most of these high cost diagnoses are related to chronic conditions. So those may include things like cardiovascular health conditions, or musculoskeletal conditions like osteoarthritis, diabetes, or behavioral health conditions, you know, behavioral health, particularly coming to the forefront over the past couple of years. And as we're thinking about some of these health conditions in independently, you know, there's significant drivers of health care costs. Diabetes, for example, is impacting about 37 million Americans across the United States. So in and of itself, they are significant diagnoses for a health plan and member to work to manage. But when we think about them further, these conditions also are commonly comorbid. And that, you know, somebody who is managing a diabetes condition is also likely going to be managing a cardiovascular condition like hypertension, or, you know, potentially osteoarthritis. is doing to the CO occurring risk factors like obesity. And you know, just purely by having a diagnosis of diabetes puts them at an increased risk for a behavioral health condition like depression. So I think when thinking about digital tools that are available to members met health plans can access, one of the most important things in terms of thinking about the content and you know, the platform resources that could be available to a member is making sure that that content and that platform experience really take into account that whole person and provide a holistic approach, because, you know, we recognize that our members healthcare journey is going to change and evolve over time. And that by addressing that only one condition, by having the flexibility to be able to support, you know, the conditions that evolve as a member continue throughout their healthcare journey really sets up plans to be able to support members in driving towards, you know, better managing their health, ultimately hoping to improve those outcomes. And further, I think our cost managing health conditions is overwhelming for members. So health plans are really in an excellent position to be able to, to provide this member centric type support. And ultimately, like I said, move towards the outcomes that we're looking for both clinical as well as cost.

Aaron Conant 6:16

Awesome. And I want to I want to just, you know, I want to start jumping around to some people who who have dialed in as well. And you know, Gina Marie, we're talking a little bit ahead of time, I don't mind you, you want to jump in and you know, brief intro on yourself and the organization? And then we'd love to know, like, what are the areas of focus, you know, at your health as a whole? Yeah, jump in.

Gina Marie 6:36

Okay. All right, raise my hand instead of by muting myself. Absolutely. So hi, thank you. So I work for of New Jersey, and I'm a health educator, which means I'm a field bass worker, I work directly with the community across the state of New Jersey. And one of our focuses this year has been what we call digital literacy. So really coinciding with today's conversation. We work a lot with members who have multiple chronic illness conditions and have lack of resources. So we do a lot of preventative health education. And we found that promoting digital literacy and how to navigate different digital resources really helps improve outcomes. So with that, we improve upon our member website and launched a visual app for members so they can access their plan, find resources, such as accessing, say, food resources, as well as enrolling in member programs. Now, all these approaches, as noted, by our previous speaker, also really focused on a holistic approach, addressing you know, their physical well being their mental well being their home life. So we have found that this has been pretty good with improving health equity outcomes in our area, but we're always looking to improve upon it and learn from others approaches as well.

Aaron Conant 8:07

No, I love it awesome. You know, Courtney, I'll kind of bring you in, because I know you live in this space is as a whole and just from that, like how our health plan, you know, equipped, right to help the members that are there. I love what you're doing. Like, do I know exactly what you're talking about. But anyways, let's get over to coordinate. Love your thoughts here as well? Yeah. So

Courtney Sadlon 8:27

I would say I think the biggest asset of health plans is that they have this pre existing relationship with our members, where not only they have access to the members, but they have access to information about the members to help make this a more personalized experience. So it's not just a one size fits all. It's allowing the members health conditions and their priorities and health goals, to be able to help evolve the type of resources and information that the member gets throughout their time with the plan. And you know, I think the other thing to keep in mind is not only does this relationship exist, but members trust their health plans as a valuable source of information. So in turn when they're getting something like a comprehensive care program or education, they're considering that reliable and valuable. So I think that helps in terms of having that trust to continue to be curated, as the plans help to support giving the resources related to whatever health condition the member is managing, you know, in thinking about how health plans are able to stay competitive and keep this experience engaging towards members. They have to continue to put member experience first. And I think one of the ways that can be done is through beginning with the digital experience digital offers the opportunity for members to have a diverse experience with the planet, you know, starting with potentially leveraging digital but converting to telephonic or conversations or other additional resources as needed. This really helped to empower the members to navigate their healthcare system in a way that makes the most sense for them. And I think ultimately, you know, studies over the past couple years have shown that digital type approaches are actually not only helping to improve that member experience, but ultimately helping to reduce some of the complications associated with managing these chronic conditions, like reducing inpatient admissions, as well as driving members towards preventative health care services, rather than leveraging things like the emergency room. And ultimately, those two things combined ended up at the spouse can help to drive down those health care costs that we're really trying to address as part of the conversation and part of what digital tools are really positioned to be able to help support.

Aaron Conant 10:41

Love it. Gina Marie. I don’t know if you had other questions directly for Courtney with, you know, if you want to, if you have any, feel free to ask away, and then we're going to keep jumping around.

Gina Marie 10:50

Nothing else at this time. Thank you.

Aaron Conant 10:52

Awesome, thank you Marie for jumping in? Yeah. So when you talk about Courtney, when you're talking about like equipping, you know, the the health plans, but also the members as well. Like what is top of mind, like for you around like the the first steps, right and making a program offering available. And actually one second here, because I got a hand up. And before we get to that one, I'm going to jump out. So Connie, I'm gonna mute you right here. Connie, do you want to jump in with a brief intro on yourself and the organization? And then yeah, thanks for hitting star five just said, If others want to jump in with a question or commentary, just hit star five, and we'll bring you in Connie feel free to jump in?

Connie 11:34

Sure. Great. Well, I'm Connie Cook, and I am the Medicare Product Director here at Capitol Blue Cross. And so, you know, it sounds like you may be getting to this topic next. But, you know, one of the things is, as you move toward more digital tools, and I would be interested in this, because some of our newer members do have that ability for to access digital tools. But have you done any, like what type of trainings or, you know, does anybody have experience with helping to educate the members on how to do that? Like, is it hosting classes or, you know, like, we have member meetings to teach them how to do some of this, because I think some members are just over the past are just so used to picking up the phone. And that isn't always, you know, they could also get a lot of good information online. So just interested to hear people's thoughts on that.

Aaron Conant 12:39

Yeah, for sure. And Courtney, redoing the desk, kind of, you know, kind of things for jumping in. Also along the lines, what I was thinking around, you know, besides just giving them another app to manage, right, right, it's actually just like, there's a tool we'll use, it is different than, hey, let me show you this great new tool, it's going to help you engage better can take control more of your own outcomes. But anyways, Courtney, I'll kind of kick that, kick that back over to you and then others kind of things for Star five, I'm going to leave you unmuted. And in case you ask questions directly for Courtney as her response here, but if I just want to jump in just hit star five. But, Courtney, you want to jump in with that?

Courtney Sadlon 13:17

Yeah, I think that's a great point. I know, digital has become more prevalent over the past couple years, and particularly, you know, in the last two years as a result of the COVID pandemic, and implementations associated with with in person healthcare visits. But I think, you know, it's important to recognize that not only it's not everyone's healthcare journey going to be the same, nor is it stagnant, but everyone's preferences are going to be a little bit different. So I think, thinking about digital tools, it's really important to allow for a diverse experience for members. So not keep them siloed in one particular area. And I would say, you know, at Wellframe, this is one thing that we are thinking about constantly is this member experience. And, you know, we kind of approach digital diversity in a couple of different ways. Through, you know, this one thing of our app, you know, it's through the comprehensive care programs that we can deploy on the platform, which, for those members who are really looking for more of a predetermined curriculum where they can have an opportunity for daily engagement with educational articles related to a topic that is relevant to their health, whether it's diabetes, or a depression, diagnosis, or if they're returning home from a hospitalization, they're trying to figure out how to stay home, we, you know, we deploy a care program that provides that education to them to help move them towards whatever that goal is related their to their condition. You know, similarly, we can deploy surveys through that education to help gather additional member insights, to better understand what is going on at this point in time and their health and provide resources that are relevant to them. So I think that's one way and that is going to work well for many members. But then in turn And, you know, as part of health care management, we also really want to encourage self advocacy for members. And that is allowing them to explore and discover and research based on what is relevant to them, not only, you know, necessarily for what they might be targeted for their main clinical condition, as deemed by their health care team, but also what is of interest to them. So, you know, within our platform, we also allow for some self exploration for members there an on demand library, which allows them to search independently for topics of interest, such as, you know, if they're curious for what's upcoming, if their next 12 a bit, you know, what screenings are going to be expected? What vaccines are common for, you know, as I mentioned earlier, over the past two years, what do they need to know about COVID? What types of vaccines should they be aware of, but allow them to do some self discovery and, and allow them to pull that information as it's relevant to them. And then I think the third thing is through diversified communication channels. So as you mentioned, Connie, many members are just used to picking up the phone and making a phone call. But by deploying a mobile app with these multiple integrated channels, there's an opportunity to improve that member communication. So digital resources that use text based communication, chat channels, and start off conversations that may then convert to telephonic if necessary, or for members who might be looking to just communicate through text, they find that easier, they have that opportunity to still reach a person in that manner. So I think, you know, a digital first not to don't only approach is one of the things we keep top of mind at Wellframe, because we do recognize that, you know, there is a little bit of a learning curve and change in terms of how some members might be looking to engage with their health plan. And we may help to support that change over time, based on you know, what a member might be interested in.

Connie 16:54

Thank you, that does make a lot of sense. And that's kind of you know, we do it's not that we're looking to go fully, just digital, you know, I think what we're now looking at is waived, because when we do have in person, we actually restarted like in person number welcome sessions. And, you know, we're getting very good turnout at these meetings. And I think sometimes, you know, part of what we go over as some of the digital and the tools. And you know, some of the members who are funding are like, Oh, see, I didn't even realize, Oh, I didn't realize I could go there, you know, so we are seeing that shift, which is good. So thank you for your insights.

Courtney Sadlon 17:35

Yeah, it was a great question. I appreciate you asking.

Aaron Conant 17:38

Yeah, awesome Connie. Thanks for jumping in others, if you have questions or commentary, feel free to hit star five, handle go up on the screen here. And we'll bring you will bring you in and get as many questions answered as we can. So when we think about, you know, I was just, you know, during that conversation there coordinate was around the amount of resources that are out there when it comes to content is a whole, you know, so in this case, you know, I'm thinking, you know, around digital content, but really quick here, I've got another hand up, Shari I’m going to jump out to you one second here. Shari you want to jump in? I've unmuted you feel free, brief intro on yourself. And

Shari 18:21

yeah, I'm Shari. I'm a nurse, I'm part of the MVP, clinical strategic engagement manager, trying to really connect with the providers and assisting them to connect with their members or their patients and their case, our members. I'm really, I really appreciate all this, it's really informational. I'd also like to know, you know, we have kind of up to two lines of, of members and patients, I wanted to know how you've been working with engagement for behavioral health patients, they seem to be our most challenged. And in many cases, as you guys know, they also have, you know, some other other comorbidities or other things going on as well. And it's even digitally. It's a very difficult task. And I just wonder if anybody's had some different success or different approaches to that behavioral health population, especially for the annual screenings and those kinds of things based on medications, etc.

Courtney Sadlon 19:28

Aaron I can jump in. Yeah, that'd be great. Yeah. So I would say, you know, one thing and I think you've alluded to this is that, you know, behavioral health is often not existing independently, it's often occurring with other COVID comorbid conditions, particularly other physical health conditions. So I think, you know, one of the approaches that we take it Wellframe is considering that part of the whole package that is the whole person, we're working to support their physical as well as their mental health. So you know, we need to need to make sure that we're providing resources not only on physical Health and Care Programs and content, physical health, but also behavioral health. I think, you know, the other thing that comes to mind related to the digital management is that, you know, even though strides have been made related to behavioral health and resources and management of behavioral health over the past couple of years, I think there is still within our society a stigma in terms of talking about mental health, and, you know, individuals reaching out for a mental health support. So I think an opportunity for digital where there is that diversified communication opportunity allows members to be able to express concerns they're having related to their mental health, either as a part of the physical health management that they're undergoing, you know, through one of the care programs where they may complete a survey asking if they need additional mental health support, or they completed depression screening as part of their diabetes program that may not have been the primary focus of their enrollment into a platform or their engagement with their health plan, but is uncovered as part of their engagement. And then, you know, similarly, members may feel more comfortable, per, you know, providing that information about concerns they're having related to their mental health in that form of a survey, or through a text type chat conversation, rather than an in person setting where they're talking to their primary care provider, or over the phone with an individual. Because there is, you know, it's a different experience in terms of how you're able to share that information. So I think taking into account the different ways that a member might want to express their concerns about mental health is important, as well as an app, creating opportunities over time for them to be able to share that they might be experiencing challenges, and having to, you know, team and resources in place to address it when that information is shared, are the things that are, you know, really important in terms of making sure that mental health is, you know, considered equal to physical health in terms of importance for members?

Aaron Conant 22:04

And thanks Shari so much for jumping in. Yes, I'm thinking about content is a whole, you know, in what we're talking about is getting information to the members that are out there. How does digital content like care programs, resource libraries, you know, as a whole, you know, how did that help support members? How, and how are we delivering it, we'd love to hear that. And others. Again, if you have questions, hit star five and or comments, and we'll bring you into the conversation as well.

Courtney Sadlon 22:30

Now, the digital resources, get somebody only a part of the way there, they still have to do the work in terms of managing their health. But I think the biggest thing that digital content can do in areas like care programs and resource libraries, libraries, is to empower a member to be active and managing their health. So this is something that, you know, as they're getting information deployed to them, a daily checklist that they can look at, as you know, this is a way that I can commit to engaging with, you know, thorough source of information through a platform that I know is supportive, and is going to help me to better understand how to manage my health. And it's a way to keep them accountable towards continuing to work towards managing our health, whether it's through like I said, completing a daily checklist item, or reading that educational resource, are reaching out to their, you know, their member on the dashboard, who can help to answer some of their questions, I think, you know, part of that empowerment is recognizing that while a members name clinical focus area might be a chronic condition, high cost to Korea, like diabetes, or, you know, keeping them home after their hospital day or their recent oncology diagnosis. The member also may have health care goals that are more driven, that are more within the lifestyle space. So they may also be simultaneously looking to increase their physical activity to help improve their diabetes or lose weight or even stop smoking as a result of just trying to better their health. And care programs that are broad, holistic in nature that also allow for our member to be enrolled in something like a lifestyle program to help them move towards the smoking cessation can really help to allow the member to feel more empowered to take charge of that health experience, knowing that they have the support in the background to be able to move them towards that goal.

Aaron Conant 24:26

You know, I have one more question. And then I want to just keep jumping around but others of you want to jump in. Yep, commentary across the board, you have a question, just hit star five, and we'll bring you in. It's more around like ways that our plans can enable members to kind of independently explore health information as a whole. We'd love to hear your thoughts on that. And then we'll jump out to a few more people.

Courtney Sadlon 24:46

And I think we talked about this a little earlier. But, you know, in addition to care programs, which are, you know, more structured and, you know, deliver that content at a particular cadence to members. There is the portunity For that self exploration, I think that's equally as important. You know, whether it's answering a particular question that's top of mind today, because they, you know, a friend was diagnosed with something or they're, you know, they're managing their own aspects of health, but they're also a caregiver. So for somebody who maybe has Alzheimer's or dementia, and they're looking to figure out better ways to be able to help support that individual, you know, I think we need to take into account that, you know, a member of health also has the potential to evolve to the health of family members or caregivers. And, you know, while they might not necessarily be working with their health plan on that particular area is equally as important in terms of knowledge sharing, and giving members the information that they need. So by enabling them and empowering them to be able to do their own self directed search related to these topics of interest, we can help support really giving them the information that can help them better care for their loved ones, as well as for themselves.

Aaron Conant 26:00

Awesome. Well, I'm gonna jump out to Ashley here. Ashley, I'm just going to unmute you here, Ashley, you know, what I'd like to jump out to you and just, you know, kind of pick your brain and, you know, you know, first you know, introduce yourself in the organization, but then how does your plan share health information with members? Actually, you can jump in, that'd be awesome.

Ashley 26:21

Yeah. Hi, Ashley legacy for manager of digital engagement, Blue Cross Blue Shield of Vermont. So yeah, I think, you know, as I'm listening to this, it's really great and helpful information, because sort of where we are is really, I think, figuring out like, what is that best digital space? For members? And how do we want to engage with them through a variety of different tools, as you were saying, so I think, you know, we're, I would say, we're still in the evolving stage of that. And, you know, all of 30, a lot of it comes down to always like the content side, like, what are what are members wanting to engage in? And where do we put that, so we have, you know, a member resource center, I think, as you were alluding to, that shares a lot of the plant specific information. But we also, you know, offer like a text messaging secure feed with a vendor partner that we're trying to evolve and figure out how that ties together with that personalized experience to bring members sort of where they're at in their health journey to us or to the right information. Yeah, a lot of what I'm learning today is very helpful as I'm trying to grasp and take notes seriously on like, the content, like, for me, it's always about sort of what is that call to action or content or driving someone to? That really gets them to continue to engage with you and and bring them in when they need you the most.

Courtney Sadlon 27:48

And, you know, go ahead, I would just say, I think that the call to action term is a great term, because, you know, it's one thing to put information in front of a member. But it's another thing to phrase it in a way where they understand that they can actually do something about it. But I think that's, you know, always a balance of not only providing really helpful, relevant information, but also making the member understand that there is something they can actually take action on and do, I think, a really good call out Ashley.

Aaron Conant 28:17

Yeah, LinkedIn personalization part as well. Right. I mean, that's the cool thing about digital side of things right is the more they engage, the more they interact, the more personalized we can provide them with information. Right? It's not just the the spray and pray, right is, you know, just, you know, deluge somebody with a bunch of information that can be very meaningful and be your very targeted. We'd love to hear your thoughts on that side, as well, Courtney, and then we can keep jumping around a little bit. Again, if anybody has questions or commentary. Thanks, Ashley, for jumping in, hit star five, and we'll bring you in as well.

Courtney Sadlon 28:49

Yeah, I think personalization is an interesting piece, because there's so much gravity in terms of what a member might be experiencing. So I think that's why the opportunity to have something that allows for both the push and pull, so push something that you think is going to be relevant to a member based on what is known about them, but also allow them to pull independently, and also pull additional information from them so that you can continue to tailor that experience over time. It's not just, you know, a set it and forget it, it's the only thing we're going to allow you to access. This is the only thing that is going to be relevant to you on the platform, but it evolves with the birth healthcare journey, which we all know is not stagnant. And you know, their goals are going to change and evolve over time, just like the goals with anything else change and evolve. So I think having that constant opportunity for reassessment or expansion of what we're able to provide to members through the platform really helps to make it so that it is a more personalized experience for them. Not that they're getting just the same experience with every other person.

Aaron Conant 29:55

Awesome, love it. Again, if you have questions, hit star five, we're gonna jump out to you Patrice here as well. Patrice, I just just unmuted you if you want to jump in and brief intro on yourself, the organization, but also we'd love to hear how you're engaging, you know, members and sharing health information as a whole.

Patrice 30:13

Yeah, my name is Patrice Vale and I'm with Blue Cross Blue Shield of Michigan and Shayla is on the phone as well. And what we're doing right now is we are going through a digital transformation project to look and see how we can engage with our members through the moments that matter. And you know, one of the aspects of it is looking more into omni channel technology, which we believe in Shayla and I are new to this organization. But we believe that our care managers use this Wellframe app. So we're just gonna go through and create a roadmap, we're almost at the roadmapping stage, we have all of our opportunities that but that's what we are doing right now is finding the most the most prevalent opportunities to engage with our members in the moments that mattered to them.

Aaron Conant 31:22

Awesome. Love it. And you're based in Michigan. So awesome. So okay. To go. You know, in Courtney, I'll kick that over to you real quick. And then we're, I've got one more question for you, Courtney. And then we're going to be pretty much at time. But others if you have questions, hit star five, we'll bring you in.

Courtney Sadlon 31:39

Yeah, I love the phrase moments that matter, because I think you're talking about like time critical and critical opportunities to really meet the member where they are at, based on that healthcare journey. And I have to assume you're probably talking about, you know, opportunities such as, you know, we talked a little bit earlier, like care transitions, somebody who is coming home from the hospital, how do you streamline that experience and make it more manageable for somebody who may either be dealing with a new diagnosis or, you know, complications related to diagnoses? How do you help support them in that transition home? So I definitely think you know, that lens that you, we just brought up a trace related to moments that matter or something that's really critical, and I think helps to support that idea of personalization. It's not, you know, you recognize that a member might have just gone through, you know, a new diagnosis or a critical illness, or complication due to the illness and help to support them in that time. Where that is their their most relevant concern, I think, I think that's a really great way to look at it.

Aaron Conant 32:43

And are there other like things that are like Top of Mind? We've done a lot on content today. But are there other things top of mind that are popping up all the time as well? I just had a question come in over email.

Courtney Sadlon 32:53

When you say other things that are popping up all the time, other than content?

Aaron Conant 32:58

Yeah. And really quick, Patrice, the raise your hand, I wouldn't go back out and just unmuted, if you want to jump back in. Just because we didn't stay on this topic. Go ahead. No, Patrice, did you want to jump back in? You might be on mute on your side.

Patrice 33:08

Thank you. I was I did start five and did them you might something. I think the other thing that we are focusing on too, is the the care giver strategy. So this is all focusing on the member? Well, how do we get the caregiver to use these digital tools and help guide their loved ones or their friend or family member through this? So again, how do we expand digital to the caregivers?

Aaron Conant 33:41

And I'm gonna jump in just really quickly too just because, you know, going back that we had earlier the question around mental health as well. But here we are, you know, two years, almost three years to the start of the pandemic. Wow. What do you see in the member side, Patrice, as far as mental health needs, if we tackle that just a little bit as well? So pretreat I don't know if he went back on mute. But as is going to kick that question over to you, what are you seeing from members?

Patrice 34:09

From the from the behavioral health aspects? Truthfully, we have not in this transformation. We have not gotten down to the behavioral health, but we have talked about, you know, where they're going through their life stages. So you know, if they have to go into assisted living or things like that, how can we help them do that? So I think maybe it taught you know, behavioral health is beneath that, but it's really transitioning through their life stages, which could reflect into behavioral health as well. So but we never at this time we have not did a pinpoint focused on that.

Aaron Conant 34:55

Great and I'll kind of kick it over to you Courtney. See, we probably have about four and minutes left here is a whole others if you have questions, and thanks for trees for jumping in. If you have questions or last minute commentary here, feel free to jump in. But you know, Courtney, like, maybe there's off raises that question that came in, I'll phrase it a little different way. Or there are the key things that you thought might come up today that didn't, or that routinely come up that you thought we might get to that that didn't, but you're having a lot of conversations on them as well.

Courtney Sadlon 35:26

Yeah. So the one thing that I think it's always top of mind is, okay, you have this opportunity for all of this great content, but how do you actually get members to engage? Because I think there there are two pieces to the puzzle, it's one thing to have it available, it's another thing to have an opportunity, you know, to members interested in continuing to come back to it over time. I think, you know, we can talk about engagement in a couple different ways. The first we alluded to a little bit earlier, which is, you know, that call to action. So how do you actually make somebody be able to go and do something with inside an app that's relevant to their health, you know, we Wellframe help support members and being able to do that through things like biometrics, where they can either track the physical activity or enter a blood sugar screening or a, you know, a blood pressure reading, if they're managing that at home. And to not only keep them accountable towards taking those measurements that are critical to managing their health, but it also allows them a different way to engage within the platform. So I think that's one thing is that call to action. And then, uh, you know, the other thing about engagement is that, you know, as we've talked about things change over time, and I think there was, you know, an earlier conversation about caregivers and how to engage their diverse because it's going to be a little bit different, when you're, you know, working to manage somebody else's house versus your own. And, you know, one of the things that I think really provides a ton of great insight, as well as functions as an opportunity for engagement is these survey questions that we can deploy through a platform, where they're not only asking about, you know, potential gaps in care, whether that's related to recent screenings, but also can uncover barriers. And, you know, for caregiver as an example, they might be working to care for an elderly family member, who maybe has dementia, or, you know, just diagnosed with, you know, an oncologic diagnosis or any cardiovascular disease. But they also might be having challenges in terms of helping to support that member in their care, whether it's through lack of transportation to healthcare purpose, or challenges associated with picking up that individuals medication, or other social determinants health related, you know, confirms that they might be having, pushing out surveys that do that reassessment or screening for these types of issues, is another way in which, you know, those who are engaging with additional platforms have an opportunity to engage, and really in turn, you know, give the health plan or the end user on a platform and opportunities for early intervention and prevention to help support some of this escalation before it becomes a bigger issue. And ultimately, you know, you know, a hospitalization is obviously more costly than the trip to the primary care provider. So if we can leverage the engagement tool to help serve these, these critical areas ahead of time, hopefully, it'll not only improve patient outcomes and limit the hospitalizations, but also ultimately drive down a bad healthcare associated costs.

Aaron Conant 38:32

Awesome. Love it. And you guys are great friends, partners, supporters, the network and a ton of the organizations in it. If people want to have a follow up conversation, how do they how do they reach you, Courtney?

Courtney Sadlon 38:42

So I would say definitely contact me through email. And I can provide you with my email for after the call for anyone who's interested in having more conversation would definitely love to talk to more of you and learn more about the guides are doing with their members, because we're constantly re evaluating and looking for additional insight in terms of where the needs are. So Aaron, I could definitely provide you with email, that's probably my best source of contact.

Aaron Conant 39:05

Awesome. 100%. We'll do it and I can see where we're coming right up here at the 45 minute mark. And I always like to wrap it up at least a minute or two early to give people a chance to grab a cup of coffee before their next meeting. But I do want to say thank you to everybody who dials in thanks for the great conversation. Thanks for everybody being open and willing to jumping in and just you know, just made this call fantastic. Also, if you need connections with other people on the call, who spoke, jumped in, don't hesitate to reach out. It's what we do here network and knowledge sharing with that we're going to wrap it up. Thanks again. Courtney and Wellframe team. You guys are awesome. Everybody, take care, stay safe and look forward to having you at a future event. Awesome. Thanks so much.

Courtney Sadlon 39:43

Thanks Aaron.

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