Best Practices in Welcoming, Onboarding, and Retention Strategies

Tuesday, October 4, 2016 - 2:00pm

First impressions are important. Learn how health plans are effectively outreaching and engaging their members upon enrollment in order to ensure a positive member experience, improved health outcomes and better retention rates. Eliza partners with Medicaid, Medicare, Marketplace and Commercial health plans to implement multi-channel welcome and onboarding strategies.

Topics covered in this webinar include:

  • Educating new members on how to use and keep their coverage
  • Assessing risks and connecting members to plan resources
  • Collecting member preferences and channel opt-ins
  • Encouraging and facilitating the use of preventive care 

Don’t miss the perfect opportunity to execute a holistic communication strategy that incorporates quality improvement goals while increasing member satisfaction and retention.

Who will benefit:

  • Marketing and Consumer Experience professionals seeking to improve the health plan onboarding process and overall member experience.
  • Medicaid, Medicare, Marketplace and Commercial health plan professionals accountable for improving clinical quality, member retention and loyalty, and ROI.

Make your first impression a good one!


Ellen Harrison
SVP Market Strategy and Consulting
Eliza Corporation

In 2016, Ellen will serve on a CMS Technical Expert Panel for Medicare Advantage care coordination measure development. Previously, Ellen was a VP of Medical Management for Martin's Point Health Care. She directed care management, quality improvement and provider network strategy and contracting for Tricare and Medicare Advantage products and coordinated integrated population health management resources for the MPHC medical practices. During her tenure, Martin's Point achieved NCQA accreditation and a Medicare Advantage 5 Star rating for 2 consecutive years. Previous senior roles included COO of Network for Regional Healthcare Improvement Organization (NHRI), a grant funded member organization which facilitates regional quality improvement programs across the country through private and government funding, VP of Shared Decision Making Products at a national disease management firm, Sr. Vice President of HMOs for Trigon Blue Cross and Blue Shield, Virginia and Vice President and General Manager for CIGNA Healthcare of Connecticut. Ellen is a registered nurse with a BS in Nursing from Syracuse University and an MBA with a concentration in healthcare from the University of Connecticut.


Jennifer Forster
Director of Medicaid Strategy
Eliza Corporation

Jennifer is responsible for developing and implementing Eliza’s Medicaid and Qualified Health Plan offerings and sales strategy. Jennifer was previously at Network Health, a Medicaid managed care organization and division of Tufts Health Plan. She served as the product director and operational contact for Tufts’ public programs where she led a team that supported contract management activities. Jennifer holds a BS in Marketing from Syracuse University and a Master’s in Public Administration from the Maxwell School of Citizenship and Public Affairs.



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