Building a digital dental payer

Building a digital dental payer: Pitfalls to avoid and essential steps to "being digital."

Wednesday, September 21
2:15 PM - 3:15 PM CT


Many traditional insurers haven’t evolved their technology strategies and this relative stasis has put them in a challenging position that compounds over time. The challenge becomes: how do you dig yourself out of old code and fragile applications but keep your business running? How do you rebuild without totally disrupting your current customers and internal stakeholders? Your customers' expectations have changed, have you? The answer is that you become a digital payer organization. This is no small task and it doesn’t happen overnight—we know firsthand, having successfully helped some of our most valued clients through this journey. But we also know that it’s imperative to build a better business that’s tech-driven and human-centered, one that’s agile and ready to participate in a more dynamic, connected health care system focused on holistic patient health. Our team will share common mistakes made by Health Plans that we think can accelerate the digital revolution. This session aims to dive into the mistakes we’ve seen in the past and the essential ingredients for building digital dental payers. 


Benjamin_Baenen.jpgBenjamin Baenen
Partner, Healthcare & Life Sciences
West Monroe

Ben is a results-focused health care leader who directs transformational initiatives spanning product innovation, new market entry, operational transformation and technology disruption. He has spanned the payer value chain and launched many new technologies, strategic initiatives and member engagement platforms. He has implemented consumer shopping portals, provider portals, robotics initiatives, billing engines and process changes. These projects created significant value for his clients, ranging from new member acquisition, increased provide engagement, and reduced calls to the call center.

Ben has deep expertise in health care payer operations, supporting claims system analysis, system selections and vendor analysis, business transformation, functional requirements and design, usability testing and operational readiness planning.

Contagiously enthusiastic, Ben promotes collaboration within the firm and with clients to achieve the best results. He joined West Monroe in 2007 after earning a bachelor’s degree in economics from DePauw University.




Matt_Johnson.jpgMatt Johnson (MJ)
Managing Director, Product & Experience Lab
West Monroe

MJ helps clients see what’s possible and pushes them to think beyond their current assets and capabilities. This introduces them to a future that includes better products, more productive people and a more effective operation. Using his experience building, launching and scaling startups, MJ helps fundamentally change existing companies for the better. He recently led a multi-year transformation of a marquee product within a Fortune 10 company that increased sales, built happier teams, and created significantly faster production iteration.

A creative realist and focused on action, MJ focuses on what people actually want. He doesn’t care for buzzwords and jargon. He values action and outcomes over discussing hypotheticals.

MJ joined West Monroe in 2019 in its acquisition of GoKart Labs, a digital product studio specializing in the invention, design, development and growth of digital consumer experiences. The Minneapolis/St. Paul Business Journal recognized MJ as one of its “40 Under 40” in 2017. He has a degree in Economics from Saint John’s University.




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