Blue Cross and Blue Shield of Illinois, Blue Cross and Blue Shield of New Mexico, Blue Cross and Blue Shield of Oklahom

1. Collaborative Cohort Learning at HCSC • HCSC’s collaborative cohort learning model has proven to be an extremely effective method of providing in-depth, engaging training on a number of business topics to a variety of audiences. • Cohort Model Overview • The model provides the structure and interaction of a live presenter with the flexibility and convenience of self-paced learning. Typical features include: • Multi-week agenda • 25-50 participants from across the organization, depending on topic and audience level • In-house experts as leaders • A single scheduled virtual meeting per week featuring guest speakers and group discussion • Additional assigned multimedia activities (articles, podcasts, videos, CBTs) completed independently • Moderated discussion via virtual message board • Characteristics of Cohort Learning • Adaptable – duration, activities, technology, roster size, and other parameters are easily adjusted to meet the needs of the target audience and subject matter • Flexible – a single weekly meeting is supplemented with individual activities ,allowing participants to adjust the cohort agenda to their own schedule • Virtual – use of webinars and online discussion allows participation and interaction with a geographically diverse audience • Engaging – group discussion, social media, and “outside the classroom” interaction increases engagement and networking • Variety - multiple delivery formats appeal to all learning styles • Sharing – facilitated discussions and message board threads allow participants to share varied experiences and perspectives, increasing understanding and a providing a broader enterprise view of the topic • Expert Leadership – using in-house thought leaders and experts as cohort leaders ensures credibility • Immersive – the multi-week format allows a deep exploration of the topic, with opportunity for reflection and follow-up questions and discussion • Health Care Service Corporation (HCSC) • Operates the Blue Cross and Blue Shield plans in Illinois, New Mexico, Oklahoma and Texas • Fourth largest health insurance company in US • Employs over 15,000 people, serving more than 13 million members • Presented by: • Mary Jo Burfeind • Vice President • HCSC Enterprise Talent and Development • mary.burfeind@bcbsil.com • Sample Cohort Audiences and Uses • HCSC has successfully adapted the cohort model to deliver highly effective training to a number of diverse audiences: • General employee population to build professional business acumen • Senior executives to broaden strategic perspective • Managers and supervisors to increase management effectiveness • Key departments to increase the speed of the onboarding process and assimilation into the culture, and decrease time to productivity • Internal consultants to share consulting best practices Blue Cross and Blue Shield of Illinois, Blue Cross and Blue Shield of New Mexico, Blue Cross and Blue Shield of Oklahoma, Blue Cross and Blue Shield of Texas Divisions of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association

2. Collaborative Cohort Learning at HCSC • Sample Results • Professional Cohort Program Results • More than 1,000 employees from all areas of the company have participated in cohorts. The following is a sampling of their feedback: • “I liked the variety of learning methods, from the articles to read to the online courses to the threaded discussions to the weekly meetings. Something for every learning style.” • “The format made it much easier to attend something like this. It was nice to have some self study so you can work it easily into your schedule.” • “I found it to be a great learning experience. The threaded discussions were a great way to debate with the other members of the team - I gained some great insight. The four weeks went by so fast.” • Executive Cohort Program Results • More than 93% of HCSC’s senior executives have attended at least one cohort, with tremendous interest in future availability. Results and feedback have been outstanding: • Over 85% of executive participants reported they applied the knowledge gained within 60 days of attending. • “The multi-channel delivery was most valuable. The SME podcasts were engaging and informative, the sessions were interesting.” • “It’s extremely valuable to help break down silos when we hear how different areas interact and mutually affect each other in a major part of the business.” • “It was outstanding to have the opportunity to spend time with very knowledgeable executives to talk through impacts to our company.” • Key Lessons Learned • Innovation in learning solutions as well as learning measurement is critical to continuous learning. • Having an open mind to consider all forms of learning modalities and modularity can lead to creatively syncing simple pieces together that meet the learners’ needs. • Don’t assume that knowledge sharing and networking are occurring. While it happens sporadically, why leave it to chance? Enabling this process with goals, structure and tools is key. • When deciding on measurement, listen to how your customer defines success and avoid the urge to use other measures that provide a diminishing return. Blue Cross and Blue Shield of Illinois, Blue Cross and Blue Shield of New Mexico, Blue Cross and Blue Shield of Oklahoma, Blue Cross and Blue Shield of Texas Divisions of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association