NORC at the University of Chicago Features CCA and CACP’s Strategies for Member Engagement

CCA Senior Vice President and CACP Executive Director Melinda Karp discussed why partnering with members as “experts by experience” is central to CCA’s mission and business model

The National Opinion Research Center (NORC) at the University of Chicago highlighted CCA and the Center to Advance Consumer Partnership (CACP) in its Medicaid MCO Learning Hub “Spotlight Series.” Melinda Karp, senior vice president at CCA and executive director at CACP, shared how both organizations deploy a number of strategies, such as the Member Voices program and journey mapping, to understand members’ pain points and interactions that shape the consumer experience. Melinda also highlighted the importance of treating consumers as true partners and experts through shared decision‑making.