By Monica E. Oss For all the talk about customer experience in health care, it doesn't seem that much has changed over the years. In a discussion of provider experience with health plans at this week’s 2021 OPEN MINDS Management Best Practices Institute, the bar for good customer experience was “answer the phone” and “pay the claims.” In my recent article, The Low Bar, the typical consumer experience with the health care system was considered to be equivalent to the post-pandemic Uber experience—“a dawdling looking-for-driver page, a 23-minute wait and five cancellations before the 1.7 mile ride that costs $38.45… This isn’t necessarily worse than the average…
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COVID-19 Risk Management Plan August 11, 2021

We are excited to return to sunny southern California for The 2021 OPEN MINDS Management Best Practices Institute at the picturesque Newport Beach Marriott Hotel & Spa, August 23-26, 2021. To help plan your in-person attendance, visit for a schedule of events happening throughout the week.

The resurgence of the COVID Delta variant has certainly created new challenges for the country and for our families. Fortunately, the available COVID vaccinations have been very successful in preventing symptomatic infections and illness. But I did want to let you know that our team at OPEN MINDS is committed to making our executive events as safe as possible and have an active risk management plan in place. I wanted to share with you the key elements of our plan:

We will continue to monitor any changes in the CDC recommendations for the continued safety of the public. If you have any concerns or questions, feel free to reach out to a member of our team at or by phone at 877-350-6463. We look forward to seeing you at The 2021 OPEN MINDS Management Best Practices Institute.

Monica E. Oss
Chief Executive Officer

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