Tuesday, May 30, 2023 | 12:00 AM ET

S3 Ep43: Better Engagement = Better Outcomes—featuring Crystal Brown

There’s a direct relationship between customer engagement and health outcomes. 

In this episode, Crystal Brown, Vice President of Product and Strategy for Benefitfocus, talks about how they work with their customers to increase engagement with the people they serve by getting the most out of their benefit programs. Incomplete data and disparate systems create a customer’s siloed experience, which is why organizations should prioritize customers’ engagement to increase their satisfaction and help them make well-informed decisions. Crystal explains how Benefitfocus helps health plans and employers launch these engagement campaigns to improve member onboarding and benefit program adoption. She also mentions their partnership with Usher Technology to power customers’ experiences with AI, generating fast, frictionless and measurable results. 

Tune in to learn how Benefitfocus can help you drive effective engagement for your clients!

About Crystal Brown:

Crystal Brown is Vice President of Product and Strategy at Benefitfocus, a cloud-based benefits administration technology company serving Health Plans and Employers nationwide. Crystal is the lead for all aspects of product strategy, roadmap development, and product execution for the full product portfolio of Benefitfocus. In this role, she ensures the viability, feasibility, and desirability of the product offerings, by tapping the expertise of business leaders and keenly knowing the competitive landscape. Crystal brings with her 20+ years of leadership experience spanning deep business acumen, user insights, and technical savvy delivering product designs resulting is a compelling competitive advantage.

Prior to this role, Crystal was the Vice President of Strategic Programs at Florida Blue. There she was responsible for leading enterprise strategy, roadmap development, and program execution for transformational initiatives in the areas of Sales, Engineering, Clinical Operations, and Provider Networks. A sampling of strategic initiatives she most recently led includes Provider Interoperability, Cost and Quality Transparency, Population Health Management, and Enterprise Data Governance.

An active member of her community, Crystal has annually served through United Way leading and participating in community service activities focused on supporting local agency programs. Agencies of support include Clara White Mission, Daniel Kids, Hands on Jacksonville, and Children’s Home Society of Florida. While in and out of the office, Crystal remains an active mentor providing interview coaching, development plan building, career pathing, and on-the-job competency mentoring. She is most passionate about mentoring individuals in technology as they prepare for progression into management, focusing on coaching, organizational structure, and general management practices.  

Crystal holds a Master of Business Administration degree from the University of North Florida with a concentration in Marketing and eCommerce. She is a native of Jacksonville and enjoys cheering alongside her husband of 20 years at the various activities of their three children.

Things You’ll Learn:

  • Advanced Engagement Services is Benefitfocus’ enhanced automated communication solution to help health plans and employers connect with their customers and employees.
  • Disengaged members are often three times more likely to have unmet medical needs and two times more likely to delay medical care.
  • Health plans that proactively engage their members can see an increase in overall satisfaction when they try to keep out-of-pocket costs low. 
  • It's hard to create personalized and meaningful communications for customers without their complete and accurate information.
  • Usher Technology, Benefitfocus’ latest partner, uses a no-code AI-driven platform that delivers a highly personalized digital experience in customer journey automation with a secure, HIPAA-compliant, password-free customer interface.



Crystal BrownVice President of Product and Strategy, Benefitfocus

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