Gathering and Using Member Feedback in Plan Governance


This webinar is also available as a podcast on SoundCloud and iTunes.

Live Webinar Air Date: 
Wednesday, March 27, 2019 - 12:30pm to 2:00pm

Members participating in health plan governance can provide valuable feedback to inform plan policies and procedures that address the needs of members and their families and caregivers.[1] Following two webinars on engaging members in plan governance and ways to recruit and support participating members, the third, and final, webinar of this series on member engagement in plan governance focuses on how plans can gather robust feedback and implement changes to address feedback from members effectively.

This webinar features strategies for successfully soliciting feedback from members and communicating feedback to staff across all operational levels within the plan, including senior plan leadership. Plan representatives share strategies for communicating changes in processes, policies, and procedures with members engaged in plan governance and will provide specific examples of changes that occurred as a result of feedback from members. Finally, individual members share their first-hand experiences with engagement in plan governance and will offer their insights on how their role in plan governance has led to improvements in care for individuals dually eligible for Medicare and Medicaid, as well as other people with complex health and social needs.

By the end of this webinar, participants should be able to:

  1. Recognize approaches health plans use to effectively gather member feedback on plan operations;

  2. Identify strategies for communicating member feedback to staff across all operational levels within the plan, including senior leadership;

  3. Identify strategies for implementing feedback loops that include bi-directional communication between members and plan administrators; and

  4. Identify topics best suited for members’ input – through advisory committees and other avenues— that can have significant impact on member experience.

Featured Speakers:

  • Matt Magnuson, Director of Membership & Program Development, PrimeWest Health

  • Elizabeth Haskins, PrimeWest Health Member

  • Charmal Hill, Executive Assistant, First Choice VIP Care Plus

  • Tina Davis, Director of Outreach and Advocacy, First Choice VIP Care Plus

  • Gwen Jackson, Member Advisory Committee Participant, First Choice VIP Care Plus and Administrator, Total Home Health Care of South Carolina

Intended Audience:

This webinar is intended for staff of Medicare-Medicaid plans (MMPs), Dual Eligible Special Needs Plans (D-SNPs), and PACE organizations who are interested in engaging members in plan governance through consumer advisory committees or other strategies.

CE credit information:


  • The Centers for Medicare & Medicaid Services (CMS) is accredited by the International Association for Continuing Education and Training (IACET) to offer continuing education (CE) credit.

Continuing Education Credit

  • The Centers for Medicare & Medicaid Services (CMS) – CMS is authorized to offer 0.2 Continuing Education Unit (CEU) for this activity.

Individuals are strongly encouraged to check with their specific regulatory boards or other agencies to confirm that courses taken from these accrediting bodies will be accepted by that entity.


  • Webinar participants seeking CE credit should only claim credit commensurate with the extent of their participation in the activity. 

  • A score of at least 80% on the post-test must be achieved in order to obtain CEUs.

  • Estimated time to participate in the webinar: 1.5 hours including introductory information and interactive Q&A.

  • Participants will be led through the following requirements after signing into and participating in the webinar:

    • Read the learning objectives and faculty disclosures

    • Participate in the webinar

    • Complete the post-test and program evaluation form

[1] Centers for Medicare & Medicaid Services. (n.d.). Person & Family Engagement Strategy: Sharing with Our Partners. Retrieved from