10/19/2015
1
Effective Tools to Engage Members
Wednesday, October 21, 20152:00pm – 3:00pm Eastern Time
Online Member Directory & Member Outreach
Washington Health Care AssociationJacob EwingBrenda Orffer
10/19/2015
2
10/19/2015
3
Benefits for Facility
Members:• Access to regional contacts
• Access to vendor information
• Information is always up-to-date
• Available from phone, tablet, or computer
Benefits for Business
Members:• Access to all membership information
• Information is always up-to-date
• Offline access
• Ability to print membership lists
• New sponsorship opportunities
• Available from phone, tablet, or computer
10/19/2015
4
Benefits for the
Association:• No printing or shipping costs
• Ability to update information as needed
• New, easy to use tool for members
• New sponsorships opportunities
Dollars & Cents:• First year costs covered by not printing and
shipping directory
• Additional years costs covered by
sponsorships
• All additional sponsorship dollars means
increased profits
10/19/2015
5
Statistics:• Almost 10,000 page views since launch
• Accounts for 15% of all website traffic
• Eighth most popular page on website
10/19/2015
6
10/19/2015
7
10/19/2015
8
10/19/2015
9
Thank you!
Washington Health Care Association
You have a new member ... Now what?
Care Providers of MinnesotaJill Schewe
10/19/2015
10
You have a new member …
Now what? �Create a way to connect – what works for Care Providers
of Minnesota
�Making it happen with the resources/staff you have
�Results and lessons learned since implementing our process
©2015 Care Providers of Minnesota
Create a way to Connect
After a new member application is received:
• A welcome email is sent within a week from our CEO an copied to our Board of Directors Chair
� Attachments in email include: 1) committee sign-up 2) member benefits & list of staff contacts 3) current learning opportunities calendar 4) state resources listing
• A follow up welcome email is sent from our Board Chair
©2015 Care Providers of Minnesota
10/19/2015
11
Create a way to Connect
After a new member application is received:
• A new member packet is sent via snail-mail
� Contents include:
� Welcome letter
� Membership brochure
� CPM decal
� Staff & committee organizational chart
� Learning opportunities
� Committee dates
� NCAL certificate and decal
� Membership directory
©2015 Care Providers of Minnesota
Create a way to Connect
3 month membership follow up:
• A phone call is made to the provider
� Topics of discussion include:
� Service Corporation partnerships
� Foundation – fundraising, what it’s used for and highlights
� Care PAC/Advocacy: summary of both Care PAC and grass roots activity
� Communication: how to access website, newsletter, how to follow us on social media, access to AHCA/NCAL
©2015 Care Providers of Minnesota
10/19/2015
12
Create a way to Connect
6 month membership follow up:
• A phone call is made to the provider
� Topics of discussion include:
� Region forums
� Newsletter
� Website
� Education
� Job postings
©2015 Care Providers of Minnesota
Create a way to Connect
12 month membership follow up:
• A short survey is sent via email
� Questions asked include:
� How would you describe your level of satisfaction with the ease of doing business with CPM?
� Overall, how satisfied are you with CPM?
� Overall, how willing are you to recommend CPM to colleagues?
� When you consider the benefits and costs, how likely are you to renew your membership with CPM?
©2015 Care Providers of Minnesota
10/19/2015
13
Making it Happen
Using the staff and resources you have:
• We had several team meetings to determine what our process would be
• We created a checklist of what we wanted to happen, a timeframe for when it would be done and by whom
• The tasks are distributed between several staff – making it a easy process to carry out
©2015 Care Providers of Minnesota
Making it Happen
Using the staff and resources you have:
• Outlook calendar reminders are created for the 3 and 6 month calls
– The scripts and any supporting handouts are also included in the calendar event for reference
• Scripts and print materials are looked at regularly to make sure they are current and relevant
©2015 Care Providers of Minnesota
10/19/2015
14
Results and Lessons Learned
Since we started this new member process Care Providers of Minnesota has seen:
• Participation in committees and education increase significantly
• Increased and better connections and communications between CPM staff and provider
• Far less new member providers drop from membership after the first year
©2015 Care Providers of Minnesota
Results and Lessons Learned
Since we started this new member process Care Providers of Minnesota has learned:
• Some people just don’t want to hear from you– be flexible with communication
• Tailor your communication- providers don’t need to hear about a benefit if it doesn’t apply to them
• It’s OK to hear what providers don’t like–you’re not going to change everything to please everyone
©2015 Care Providers of Minnesota
10/19/2015
15
©2015 Care Providers of Minnesota
Jill ScheweDirector of Assisted Living, Housing & Home Care
Care Providers of Minnesota
952-851-2484
Membership Retention: On-Boarding and Customer
Satisfaction Reports
Oregon Health Care AssociationMelodie King
Linda Kirschbaum
10/19/2015
16
Oregon Health Care Association Member
Retention Strategies
� New Member On-boarding
� Membership Satisfaction Reports and Review
Improving lives by advancing quality care in Oregon since 1950.
New Member On-Boarding
� Educate new and existing members about the benefits of OHCA Membership
� 30 minutes/once per month
� Staff volunteer each month
� Any new member or existing member may attend
� New member email
� RSVP online
Improving lives by advancing quality care in Oregon since 1950.
10/19/2015
17
New Member On-Boarding
� General Association Information
� Mission Statement and Member Make-Up
� Introduction to Staff
� Introduction to Board of Directors
Improving lives by advancing quality care in Oregon since 1950.
New Member On-Boarding
� T-A-P into Member Benefits: Technical Assistance
� Staff Expertise
� Communications & Newsletters
� Committees
Improving lives by advancing quality care in Oregon since 1950.
10/19/2015
18
New Member On-Boarding
� T-A-P into Member Benefits: Advocacy
� Current Legislative Session Overview
� Current Issues in Public Policy
Improving lives by advancing quality care in Oregon since 1950.
New Member On-Boarding
� T-A-P into Member Benefits: Professional Development & Education
� Upcoming Events & Calendar
� How to Access Timely Content
� Custom Trainings
Improving lives by advancing quality care in Oregon since 1950.
10/19/2015
19
New Member On-Boarding
� T-A-P into Member Benefits: Member Benefits and Services
� Endorsed Partner Discount Programs
� Member Programs and Benefits
� Membership Satisfaction Surveys
Improving lives by advancing quality care in Oregon since 1950.
Customer Satisfaction Reports
� Partnership with Pinnacle Quality Insight
� Monthly phone calls & outreach to membership
� Association determined questions
� The “Ultimate Question”
� Goal: 4.5 overall satisfaction rating
Improving lives by advancing quality care in Oregon since 1950.
10/19/2015
20
Customer Satisfaction Reports
� Obtain objective, consistent member satisfaction feedback from a cross section of
members
� All staff required to read individual and aggregate data reports
� Opportunity to directly engage with member re: complaints, questions, suggestions
� Identify opportunities for growth & development in existing programs
� Glean ideas for new member programs and education
� Identify “at-risk” members who need outreach
� Invite to attend New Member Orientation
� Celebrate Successes
Improving lives by advancing quality care in Oregon since 1950.
10/19/2015
21
10/19/2015
22
Customer Satisfaction Reports
� Response Protocol
� Any answer with a rating of 4 or less must be followed up on.
� All positive reviews – Membership Resource Specialist
� Medium to Low Education Scores – Director of Education
� Medium to Low Advocacy Scores – Government Affairs Associate
� Medium to Low Scores Technical Assistance Scores – VP’s
� All responses are offered discount coupon code for upcoming educational seminar
Improving lives by advancing quality care in Oregon since 1950.
Thank you!On-boarding and Customer Satisfaction Reports
Improving lives by advancing quality care in Oregon since 1950.
10/19/2015
23
Effective Tools to Engage Members
Questions?
Effective Tools to Engage Members
Adjourn
Top Related