Parkland Community Health Plan Redefines Member Communications With HealthCrowd

HealthCrowd, a leading communications platform-as-a-service innovator in healthcare and Texas-based managed care organization Parkland Community Health Plan (PCHP) hosted a webinar on May 20, 2021 entitled “Do This. Not That. Building Member Experiences That Engage Not Enrage.” In this insightful and engaging webinar, PCHP outlines their process of changing the way communities think about healthcare by connecting people to meaningful health and wellness experiences in partnership with HealthCrowd.

During a two-year journey, PCHP went from completely outsourcing member communications to bringing it all in-house while redefining how they do business for the Medicaid and CHIP population of Dallas and its surrounding communities.

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“Our work with HealthCrowd allows us to connect with our members through digital outreach, which improves the way people think about access to health and reduces medical expense,” said Justin Skerbetz, chief marketing and communications officer at PCHP.

The webinar recording provides an overview of how deep research insights led to a better understanding of the value PCHP members seek from them, leading to greater company awareness and messaging. Also, a customer journey map illuminated better ways to align communications resulting in a partnership with HealthCrowd to orchestrate an improved customer experience. With coordinated communications in place, PCHP focuses on results-based health outcomes in a whole new way.

Key Takeaways include:

• Aiming to have clear conversations with your members
• Integrating consumer insight
• Seeing the whole member experience
• Focusing on results-based health outcomes

The webinar is moderated by Justin Skerbetz, chief marketing and communications officer at Parkland Community Health Plan, Jackie Maynard, vice president of digital solutions at HealthCrowd and Bianca Hernandez, marketing manager at Parkland Community Health Plan.

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