Improving The Consumer Experience While Cutting Costs: Lessons From Mainstay Life Services
1:00 – 2:00 pm ET
For many provider organizations, enhancing the consumer experience and improving financial sustainability are treated as separate goals. At Mainstay Life Services, these priorities are deeply interconnected. Chief Financial Officer Jodie Esper will share how her team used consumer engagement tools to streamline service delivery, reduce unit costs, and improve both care outcomes and bottom-line results.
This session will explore how Mainstay projected sustainable service costs by aligning operations with real-time consumer needs—and how they used that data to strengthen their position in contract negotiations. Jodie will also explain how these strategies are integrated into budgeting, strategic planning, and daily operations to ensure continued success.
A unique component of Mainstay’s approach includes the use of consumer engagement tools not only to enhance the consumer experience but also to build competitive differentiation in negotiations and service design. This session will explore how Mainstay projected sustainable service costs by aligning operations with real-time consumer needs. Jodie will also explain how these strategies are integrated into budgeting, strategic planning, and daily operations to ensure continued success.
What You’ll Learn:
- How to reduce unit costs without sacrificing service quality by using engagement-driven approaches.
- Techniques for projecting sustainable service costs and embedding them in financial planning.
- Practical ways to align consumer experience initiatives with cost control and growth strategies.
- The top three tools for reducing unit costs—and when each is most effective.
- How to prepare and present data to strengthen your position in rate negotiations.
- How to align cost reduction efforts with annual budgeting, strategic planning, and consumer engagement initiatives to drive sustainable profitability.
This roundtable is part of the OPEN MINDS CFO Consortium, developed to provide executives with the tools and abilities to strategically assess and position their organizations for long-term sustainability and growth. The consortium is open to all Elite members; to learn more and sign up, visit https://openminds.com/open-minds-cfo-consortium/.
Featured Speakers
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Jodie Esper, Chief Financial Officer, Mainstay Life ServicesMs. Esper joined Mainstay as Chief Financial Officer (CFO) in 2017. As CFO, she is tasked with implementing the infrastructure and systems needed to support Mainstay’s mission, operations (including facilities, fleet, and information technology), financial objectives, and strategic initiatives. In 2023, she became the CEO of enTRUST Services LLC, a subsidiary of Mainstay that provides comprehensive financial services that enrich the lives of people with disabilities. Ms. Esper received her Bachelor of Science in Business Administration (B.S.B.A.) in accounting and a Master of Science degree in accounting from Robert Morris University in Moon Township, PA.
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