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Next generation voice of customer: Holistic human experience (HX)

It’s time to unify the health plan member experience and take a holistic approach to improve CAHPS, Net Promoter Score, and Star Ratings.

Learn how forward-thinking health plans are combining efforts to create an enterprise-wide dashboard to align member experience results across Quality and Marketing and during multiple points in the member/patient journey.

After viewing, you will be able to:

  • Leverage and align different measurement methodologies (e.g. NPS & CAHPS)
  • Capture the voice of multiple stakeholders impacting the member’s experience: members, patients, providers, brokers
  • Understand other health plans’ successes in taking a holistic approach to the member and consumer voice


David Larsen
Senior Adviser
Press Ganey

Adam Higman
Partner, Strategic Consulting
Press Ganey

Matthew Strauchon
VP, PreSales

About the Presenter

David L. Larsen currently works as Senior Advisor Member Experience at Press Ganey and prior to that he worked as an independent healthcare consultant working with predictive analytics, member engagement, and pharma vendors to improve their offerings and sales approach to managed care plans and working with managed care plans to improve their Medicare Advantage Star Ratings focusing on improvements related to CAHPS, HOS, HEDIS, medication adherence, and member experience measures. David served as the Director of Quality Improvement for SelectHealth in Salt La­ke City, Utah for 32 years and worked for Intermountain Healthcare for 38 years. SelectHealth is a mixed model HMO with more than 950,000 members in Utah, Idaho, and Nevada across all insurance product lines including, Medicare Advantage, manage Medicaid, large, small, and individual commercial plans, and ACA plans. Intermountain Healthcare is an integrated health care delivery system with 23 hospitals and over 1,500 employed physicians. As the Director of Quality Improvement, David had responsibilities for oversight of the Medicare Advantage Stars program for which SelectHealth received a 5 Star rating in 2022, maintaining NCQA accreditation; HEDIS performance measurement and improvement; CAHPS and HOS measurement and improvement, public reporting (transparency), and population health. David has also been responsible for the oversight and development of chronic disease registries, performance measurement and web based reporting systems, quality improvement pay for performance incentives for providers, provider transparency programs, and direct patient improvement interventions related to chronic illnesses including patient adherence monitoring, reminders, and incentive programs.

Profile Photo of David Larsen