Talking CAHPS
Your destination for all things quality, Talking CAHPS is a hub for resources and thought leadership aimed to improve health plan Star ratings and member health outcomes.
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Tune into our latest episodes for fresh insights, actionable strategies, and industry news.
Watch Trending Webinars
Talking CAHPS: Measuring and Improving Member Trust
Discover how to build and measure trust across your population to improve performance.
Talking CAHPS: Member Retention Edition
Uncover key ways to strengthen relationships, helping retain and acquire more members.
Talking CAHPS: The HOS Edition
In this HOS takeover, we’ll discuss ways to improve HOS measures through proactive strategies.
Talking CAHPS: Last Minute Part D Strategies
With all the changes that are happening in 2025 related to the Part D measures, member experience will undoubtedly be impacted. Watch this webinar to learn more!
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Meet the Experts
Our speakers are industry experts, bringing a deep understanding of CAHPS and member experience. Tune into their episodes to discover practical, data-driven strategies that deliver real results.
Rex Wallace
Founder & CEO, Rex Wallace Consulting
Rex Wallace
Rex Wallace is the founder and principal of Rex Wallace Consulting, LLC, a firm that specializes in improving Medicare Advantage health plans’ Star ratings. Since starting the company in 2017, he has helped numerous health plans achieve significant quality improvements, including full-Star rating jumps within a single year. With over 23 years of healthcare experience, Wallace previously led Star Ratings for a large multi-state health plan, where he consistently achieved ratings of 4 to 4.5 Stars across various contracts.His expertise lies in guiding Medicare Advantage plans through the development and execution of strategies that materially boost quality outcomes, focusing on areas like compliance, quality measures, and revenue optimization related to Star ratings.
Heidi Salerno
Medicare Star Ratings Consultant, Rex Wallace Consulting
Heidi Salerno
Heidi Salerno is a seasoned healthcare professional with over 14 years of experience in the Medicare Star Ratings Program. She holds a bachelor’s degree in health care management. Since September 2023, Heidi has been serving as a Member Experience Consultant at Rex Wallace Consulting, LLC, where she guides clients in enhancing their Medicare Star Ratings.
Prior to joining Rex Wallace Consulting, Heidi had an extensive tenure at Cigna. From July 2020 to September 2023, she led the National Stars strategy and execution for CAHPS, HOS, and Member Experience as the Stars Customer Experience and Outcomes Director. Earlier roles at Cigna included CAHPS HOS Program Management Senior Advisor, Pharmacy Quality/Audit Specialist, and MAPD (Medicare Advantage Prescription Drug) Customer Service Supervisor, further honing her expertise in the Medicare segment.
