Technology Won’t Fix Everything: Inside-Out Transformation for Dental Plans
Tuesday, September 16
3:00 PM - 3:45 PM (PT)
As dental insurers ramp up investments in artificial intelligence, automation and self-service platforms, many are realizing that technology alone is not enough. Without rethinking organizational structures, even the most advanced tools fall short. Legacy systems, siloed teams and inconsistent processes continue to limit outcomes, regardless of how modern the tools may appear.
This session will share real-world examples of transformation efforts from leading health and dental plans. Attendees will learn how forward-looking organizations are changing how they operate to meet rising expectations from both members and employees.
Topics will include:
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Breaking down silos by shifting from fragmented operations to a unified model that standardizes workforce management, knowledge and analytics, while maintaining local flexibility
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Centering operations around the member by moving from a tech-first approach to business-led transformation, where IT serves as a strategic, product-oriented partner
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Improving the employee experience by equipping frontline teams with consistent tools, data and workflows to deliver proactive, personalized support
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Maximizing IT value by organizing around platforms and products that promote agility, transparency and long-term return on investment
Ben Baenen
Director, Healthcare and Life Sciences, West Monroe
Ben Baenen is a results-driven leader in West Monroe’s Healthcare and Life Sciences practice. With extensive experience across the payer value chain, Baenen leads transformational initiatives that include product innovation, new market entry, operational strategy and technology implementation.
He has helped launch a range of solutions including consumer and provider portals, robotics programs, billing platforms and digital member engagement tools. These projects have delivered measurable impact such as increased member acquisition, improved provider engagement and reduced call center volume. Baenen’s areas of expertise include claims system analysis, vendor selection, functional design, usability testing and operational readiness.
Since joining West Monroe in 2007, Baenen has been known for his contagious enthusiasm and collaborative approach, both with clients and internal teams. He earned a bachelor’s degree in economics from DePauw University.
Baenen is an active mentor at West Monroe and a frequent contributor to the DePauw University Management Fellows Program, where he shares career insights and supports students interested in shaping the future of health care. He also supports the Alzheimer’s Association of Chicago and the Indiana Society of Chicago.
Ben Snyder
Partner, Technology & Experience – Customer Service Lead, West Monroe
Benjamin Snyder is a partner in West Monroe’s Technology and Experience practice and a Certified Customer Experience Professional. He works with clients to solve complex customer service challenges, from optimizing contact centers to aligning operations with customer needs and delivering measurable business results.
Snyder specializes in helping organizations better understand and segment their customer base, identify key pain points, and develop strategic plans with clear goals and outcomes. He leads cross-functional teams through transformative initiatives that span strategy development through implementation, often integrating technology solutions that drive operational efficiency and improved customer experience.
With industry experience across health care, financial services, retail, utilities, consumer and industrial products, insurance and private equity, Snyder brings a broad perspective to each engagement. He is known for quickly understanding new business models and applying lessons learned across projects to push clients toward innovation and lasting impact.
Drawing on his analytical mindset and financial background, Snyder delivers realistic, results-driven recommendations that create value and generate positive return on investment.
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