About this episode

The episode discusses the challenges in improving member experience in Medicare Advantage by focusing on managing better rather than just measuring more.

In this Bright Spots in Healthcare episode, host Eric Glazer brings together payer and strategy leaders to explore a fundamental challenge in Medicare Advantage: why improving experience is not about measuring more, but managing better. This conversation focuses on where performance is actually being lost across the member journey, not within individual programs, but in the gaps between them. Plans continue to invest in outreach, pharmacy, provider engagement, and member services, yet still struggle to translate those efforts into consistent member action and measurable outcomes. This is a candid discussion for executives navigating rising expectations around experience, increasing pressure on Stars performance, and the need to deliver results through coordination, not just activity. Our guests include: Dan Knecht, MD, Chief Medical Officer, EmblemHealth Stacey Friedman, Senior Director, Quality & HEDIS/Stars, Doctors HealthCare Plans Paula Jacobson, Director, Quality and Population Health, Security Health Plan Dave Burianek, Chief Strategy Officer, MedOrion Together, they explore: Where member experience breaks down across the journey, especially in the moments immediately…

People in this episode

Host: Eric Glazer

Guests: Stacey Friedman, Paula Jacobson, Dave Burianek, Dan Knecht Md

Topics covered

• Medicare Advantage
• member experience
• healthcare performance
• Stars performance

Keywords

• CAHPS
• member journey
• healthcare strategy
• quality improvement

Mentioned in this episode

Books & works: Bright Spots in Healthcare

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