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How CareFirst, Blue Shield CA and Vori Health Drive Success in the New MA Ratings Era

How CareFirst, Blue Shield CA and Vori Health Drive Success in the New MA Ratings Era

Lisa Franklin

Director of Individual
Medicare Business (P&L)
and Product & Marketing
Strategy (Government
Programs),
CareFirst BlueCross
BlueShield

Lisa Franklin is currently the Business Owner of Individual Medicare and Director of Product and Marketing Strategy focused on driving the Individual Medicare businesses to financial sustainability, leading the product lifecycle (strategy, design, management, and optimization), and development of robust marketing strategies around member retention and engagement. She drives the business to consistently assess and make improvements in the levers (cost of care, revenue, quality, and administrative costs) that ensure plans can continue to offer low premiums, supplemental benefits, and an overall great member experience. She leads the overall product vision and strategy, while continuously optimizing Individual Medicare Advantage plans (including Dual Special Needs), Medicare Supplemental, and Group Medicare Advantage plans in the Maryland, District of Columbia, and Northern Virginia areas. She manages a team that leads cross-functional discussions to meet milestones on the product roadmap driving towards short and long-term strategic goals. She also leads a team of marketing professionals focused on executing key messages through various channels (print, digital, phone, and more) for all government programs. 

Lisa previously worked at Johns Hopkins Healthcare in Maryland as Product Development Manager for Medicare Advantage plans. She has over 8 years of experience leading the Medicare Advantage Bid process at multiple organizations with a passion for ensuring that data is the driving force for every element of the product lifecycle. In her spare time, she enjoys spending time with her husband and corgi, Jetta, as well as spinning and shopping.

 

Christine McKinney

Vice President, Customer
Experience and Digital
Transformation,
Blue Shield of California

Christine McKinney is the Vice President, Customer Experience and Digital Transformation at Blue Shield of California, a nonprofit health plan with 6 million members, over 6,500 employees and more than $27 billion in annual revenue. In her role, she is accountable for the strategy and governance of the company’s digital and end-to-end member experience performance. McKinney leverages Blue Shield’s member data insights to further the company’s understanding of what is driving positive experiences and where it can improve. She successfully champions omnichannel member engagement strategies and innovations for delivering the right connected experiences during the moments that matter most to members. Her team is also responsible for the strategic planning for Blue Shield’s marketing and strategy organization.

McKinney brings more than 20 years of experience in marketing, product, digital, and operation roles. Prior to joining Blue Shield of California, she led the Channel Product Marketing and Strategy team at McKesson Corporation. Her teams created and brought to market innovative products delivered by pharmacists to improve patient medication adherence in partnership with pharmaceutical manufacturers. She also created the first of its kind turn-key network of trained and engaged independent and chain pharmacists through which patient support programs were delivered.

McKinney has spent her career improving efficiency and outcomes across the healthcare industry, including payors, pharmacies, pharmaceutical manufacturers, and patients. She earned her Bachelor of Science from Northwestern University.

Mary O’Connor, MD

Co-founder and Chief
Medical Officer, Vori Health

Mary I. O’Connor, MD is an orthopedic surgeon, health equity leader, and healthcare entrepreneur. She is co-founder and Chief Medical Officer of Vori Health, a virtual medical company with a mission to empower all humanity to lead its healthiest life. After a distinguished career at Mayo Clinic where Dr. O’Connor was awarded Professor Emerita status, she went on to lead the development of Yale’s Center for Musculoskeletal Care and was Professor of Orthopaedics and Rehabilitation at Yale School of Medicine. A passionate advocate for health equity, Dr. O’Connor has led the national non-profit coalition, Movement is Life, since its inception in 2010 to eliminate musculoskeletal health disparities. A graduate of Yale University, Dr. O’Connor obtained her medical degree from Drexel University College of Medicine and completed her orthopedic residency and fellowship at Mayo Clinic in Rochester, MN.

How CareFirst, Blue Shield CA and Vori Health Drive Success in the New MA Ratings Era

The 2026 Star Ratings sent a clear signal: expectations are rising, and success now requires more than incremental improvement. With CMS tightening cut points and placing greater weight on experience, access, and readmission measures, health plans must evolve from reactive performance management to proactive care transformation.

Digital-first, physician-led, whole-person care models are fueling that transformation. By uniting physical, behavioral, and specialty care through integrated technology and multidisciplinary teamwork, leading organizations are improving outcomes, strengthening trust, and achieving measurable gains in Stars performance.

This episode spotlights health plan innovators who are combining digital tools, human connection, and clinical leadership to meet rising standards, and accelerate the next era of Stars success.

Key Discussion Areas:

  • The New Ratings Reality: How CMS’s evolving focus is reshaping Stars strategies for 2026 and beyond
  • Digital-First, Human-Centered: Combining technology and empathy to improve access, coordination, and satisfaction
  • Whole-Person, Physician-Led Care: Integrating multidisciplinary teams to close gaps and enhance outcomes
  • Trust and Continuity: Using data and design to build lasting member relationships
  • Bright Spots in Action: Real examples of plans achieving measurable gains through connected, proactive care

Lisa Franklin

Director of Individual
Medicare Business (P&L)
and Product & Marketing
Strategy (Government
Programs),
CareFirst BlueCross
BlueShield

Christine McKinney

Vice President, Customer
Experience and Digital
Transformation,
Blue Shield of California

Mary O’Connor, MD

Co-founder and Chief
Medical Officer, Vori Health

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