Effective Tools to Engage Members - Log into your Online ...eo2.commpartners.com/users/AHCA/downloads/151021_Slides.pdf · 10/19/2015 1 Effective Tools to Engage Members Wednesday,

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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

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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

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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

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Statistics:• Almost 10,000 page views since launch

• Accounts for 15% of all website traffic

• Eighth most popular page on website

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Thank you!

Washington Health Care Association

You have a new member ... Now what?

Care Providers of MinnesotaJill Schewe

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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


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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



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


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• A phone call is made to the provider

� Topics of discussion include:

� Region forums

� Newsletter

� Website

� Education

� Job postings




• 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?


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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


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


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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


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


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Jill ScheweDirector of Assisted Living, Housing & Home Care

Care Providers of Minnesota

[email protected]

952-851-2484

Membership Retention: On-Boarding and Customer

Satisfaction Reports

Oregon Health Care AssociationMelodie King

Linda Kirschbaum

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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


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� General Association Information

� Mission Statement and Member Make-Up

� Introduction to Staff

� Introduction to Board of Directors



� T-A-P into Member Benefits: Technical Assistance

� Staff Expertise

� Communications & Newsletters

� Committees


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� T-A-P into Member Benefits: Advocacy

� Current Legislative Session Overview

� Current Issues in Public Policy



� T-A-P into Member Benefits: Professional Development & Education

� Upcoming Events & Calendar

� How to Access Timely Content

� Custom Trainings


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� T-A-P into Member Benefits: Member Benefits and Services

� Endorsed Partner Discount Programs

� Member Programs and Benefits

� Membership Satisfaction Surveys


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


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� 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


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� 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


Thank you!On-boarding and Customer Satisfaction Reports


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Questions?


Adjourn

Documents

Effective Tools to Engage Members - Log into your Online ...eo2.commpartners.com/users/AHCA/downloads/151021_Slides.pdf · 10/19/2015 1 Effective Tools to Engage Members Wednesday,