3:00 pm - 4:15 pm
Walking the Talk: Building Partnerships Between Your Organization and Its Consumers with Complex Needs Using Journey Mapping and Consumers’ Powerful Lived Experiences
Melinda Karp, MBA
Vice President of Consumer Centered Quality, Commonwealth Care Alliance
Executive Director, The Center to Advance Consumer Partnership
Melinda Karp leads CCA’s member experience and engagement efforts, developing and implementing CCA’s member centeredness strategy to ensure the CCA member voice is embedded authentically throughout CCA’s care design, systems, and programs. As executive director of The Center to Advance Consumer Partnership, Karp shapes and directs CACP’s strategy and development as a thought leader, convener, evidence developer and resource to support construction of consumer partnership based business models.
Prior to joining CCA in 2017, Karp wassenior director of member experience innovation at Blue Cross Blue Shield of MA (BCBSMA), where she was responsible for market-facing strategy development and implementation of BCBSMA performance measurement programs. Before BCBSMA, Karp directed strategic planning and business development at Massachusetts Health Quality Partners, leading its consumer engagement strategy and directing its patient experience measurement efforts. Earlier, Karp worked at Harvard Pilgrim Health Care, where she was responsible for a broad range of performance incentive and improvement programs.
Karp brings enormous knowledge and over 20 years of consumer engagement experience to CCA and CACP. She has served on several national advisory boards focused on measuring and reporting patient care experiences and improving patient-centered care delivery. Karp holds an MBA in Health Care Management from Boston University and a Bachelor’s Degree in Psychology from Duke University.