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(732) 292-1100
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MCIC Press Release

September 28, 2009

Health Plan Member Satisfaction -
Senior Management Imperative:
How to Measure It and How to Fix It
to be Subject of New Audio Webcast
October 7, 2009 At 1:30 PM EDT

MANASQUAN, NJ --  September 28, 2009: Senior managers from health insurance companies across the country are expected to participate in “Health Plan Member Satisfaction - Senior Management Imperative: How to Measure It and How to Fix It,” Wednesday, Oct. 7 at 1:30 pm EDT. 

Prompted by the increased focus and attention on the current wave of studies and surveys that have found wide swings in levels of health plan member satisfaction, this special audio webcast is being sponsored by the Managed Care Information Center (MCIC).

Member satisfaction has become measurable and is now public knowledge. It is a key ingredient in national ratings programs. 

Indeed, member satisfaction is an integral piece of a health plan management team’s performance ratings. 

The status quo is changing. Health plan senior management cannot accept the current wide swings in levels of member satisfaction, observers say. 

Among health plan leadership today member satisfaction is likely a key focus in this era of national emphasis on quality and satisfaction. But improving member satisfaction ratings is a challenge for health plan management. No health plan senior executive can accept poor ratings.

For complete details visit

Two leading experts on member satisfaction will be the panel of presenters. They are Roger Gates, Ph.D., president of DSS Research and Lisa DiTullio, the principal of Lisa DiTullio & Associates.

Listen in on this call with all your department heads that in some way are responsible for improving member satisfaction.

  • Why Member Satisfaction Is A Major Focus Today
  • Trends in Member Satisfaction in Today’s Consumer Environment
  • HEDIS, CAHPS, NCQA and Quality of Care and Member Satisfaction
  • Member Satisfaction Scores in the Spotlight
  • Best Practices in Member Satisfaction Research
  • Defining the Member Experience
  • What’s Important to Stakeholders
  • The Things That Need to be Measured
  • The Operational ‘Touchpoints’ for Member Satisfaction>
  • How to Improve Member Satisfaction With Project Management
  • Live Open Line Question and Answer Session

For complete details visit 

Address: The Managed Care Information Center, 1913 Atlantic Ave., Ste. 200, Manasquan, NJ 08736; (732) 292-1100, www.themcic.com.