Differentiation in a Crowded Dental Market
Tuesday, September 24
3:00 PM - 3:45 PM (CT)
How to differentiate in a crowded benefits market and win new members: Investment in digital experiences has never been higher. From engagement platforms to re-designed websites, payers do everything they can to look like the new, tech-savvy start-up. Many are buying point solutions to supplement their broader benefit offerings. While the focus is admirable, West Monroe believes most dental plans are missing a critical element to winning and retaining members and providers. Trust has been eroded in the broader healthcare ecosystem, causing friction at various points in the interaction journey. The rise of supplemental benefits offerings adds confusion and questions. Through member and provider research and listening sessions, West Monroe has developed a point of view on trust and how payers can win members by focusing on critical interaction moments that build trust. From the transactional touchpoints (re-setting your password), payers can then start to tap into a deeper level of engagement (wellness decisions, integrated care). Combine these experiences with the rise of point solution offerings and supplemental benefit products – West Monroe thinks those plans that can capture higher levels of trust will win.
Ben Baenen
Director, Healthcare & Life Sciences
West Monroe Partners
Ben is a results-focused healthcare leader who directs transformational initiatives spanning product innovation, new market entry, operational transformation, and technology disruption. He has spanned the payer value chain and launched a number of new technologies, strategic initiatives, and member engagement platforms. He has implemented consumer shopping portals, provider portals, robotics initiatives, billing engines, process changes. These projects created significant value for his clients, ranging for new member acquisition, increased provide engagement, and reduced calls to the call center. Ben has deep expertise in healthcare payer operations, supporting claims system analysis, system selections and vendor analysis, business transformation, functional requirements and design, usability testing, and operational readiness planning. Contagiously enthusiastic, Ben promotes collaboration within the firm and with clients in order to achieve the best results. He joined West Monroe in 2007 after earning a bachelor’s degree in economics from DePauw University.
Jenna Alden
Director, Technology & Experience
West Monroe Partners
Jenna is an action-oriented leader who excels at delivering successful engagements and driving essential outcomes. She has an acute ability to engineer a clear path forward, through best intentions and ambiguity, for digital products and to enable high performing teams, aligning and coordinating needed outcomes, priorities, actions, and timelines needed to create impact and momentum. Her passion for, and expertise at, human centered execution – do the right work and do it well – drive her to thoughtfully balanced partnerships with product and innovation solutions that create real results for end users, drive business results for clients, and create meaningful opportunities for her teams to leverage their expertise. Jenna joined West Monroe in 2019 through its acquisition of GoKart Labs, a digital product studio specializing in the invention, design, development, and growth of digital consumer experiences. In addition to leading teams through both months-long creation and years-long evolution of digital products, innovation labs, and digital org transformation as an account strategist, she defined, built, and led the Project Management practice as director, implementing project controls at GKL that resulted in 92% reduction in forecast project budget overage and a 77% reduction in project timeline slippage over the course of 4 years.
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