Meet Point B’er Matt Henry
Get to know Matt, a principal consultant at Point B.
Meet one of our inspiring team members at Point B – Matt Henry! Since joining us in April 2016, Denver-based Matt has helped healthcare organizations solve complex challenges through the alignment of better business processes with technology enablement and investment in people. With expertise in transforming healthcare payer operations and a passion for improving both customer and employee experiences, he takes pride in delivering real value to customers while fostering meaningful collaboration. Get to know more about Matt below!
Describe the work you do and what makes you proud to work at Point B?
I joined Point B as part of our Healthcare Industry Team, focusing on the Payer Segment. My expertise lies in the technology enablement of healthcare payer operations and my favorite part of this work is engaging customers across their organizations to think differently about how they do their work and to improve both the customer and their own experience.
What makes you proud to work at Point B?
I am proud to work with amazing colleagues here at Point B, both professionally and personally. There is something special about having the opportunity to work side by side with smart, energetic, and skilled Point Bers – and it never grows old. I am also proud of the trust my customers have in our teams to address their most challenging business problems.
Let’s dive into a memorable project.
It’s hard to choose just one! But a representative project was with a leading multi-state health plan that sought to enhance their Medicare Age-In experience and improve the Medicare Advantage (MA) capture rate with existing commercial members. To address this, we assessed Age-In touch points across key functions, including marketing, service, digital, and provider channels, and developed an actionable plan to tackle challenges impacting member retention.
We built a comprehensive, bottom-up view of the member journey by gathering input from over 20 leaders across 10 functional teams and visualizing insights through persona-driven journey maps. Together with the customer team, we prioritized 10 initiatives across 3 focus areas, identifying key investments in enabling capabilities and tactical pilots to drive growth.
The outcomes were significant. By leveraging visual storytelling, we engaged cross-functional stakeholders to secure buy-in and commitment to execution, while gaining top-down executive support for the program. The customer acted on our recommendations, with Point B supporting implementation for approximately 2 years. This roadmap remains an investment priority for the customer, and they continue to reference it as a strategic guide.
For Point B, this project served as a solution proof point. Building on insights gained from a previous engagement with a large HMO customer – a complex initiative that required a larger team and 6 months to complete – we applied those lessons to streamline this effort. As a result, we successfully delivered a high-quality assessment in just 8 weeks. Both projects now serve as a foundation for advancing healthcare customer experience initiatives at Point B.
How is Point B helping you grow your career?
I have had the privilege of supporting customers in their most strategic initiatives, keeping me well-informed about industry trends, challenges, and evolving needs. Earning the trust of senior executives to deliver on these initiatives has strengthened my confidence in navigating complex organizational landscapes and delivering meaningful value. My role as an engagement lead for complex Point B solutions has further honed my ability to seamlessly integrate high-functioning Point B teams with customer teams. I am confident in my ability to quickly diagnose customer needs, even when they struggle to articulate them, and to pivot our work to address their most pressing priorities.
Describe Point B’s culture in 1 word. Why that word?
Empowered. Individually, as management consultants, Point B’ers are encouraged and trusted to take initiative, make decisions, and reach beyond our normal day-to-day responsibilities to deliver our best work. There is a critical sense of empowerment embedded within Point B’ers to do this. For clients, we empower our customers and their organizations to be better with our trusted guidance for improved business processes, organizational change, and technology enablement.
One of our company values is “Excellence as our Standard.” Why is it important to you to deliver excellence to our customers?
Like most Point B’ers, it's part of how I’m wired. I take pride in my work and hold Point B teams to the highest standards of excellence. Our customers make a significant investment in partnering with us, and we have a responsibility to honor our commitments and deliver on our promises. In a competitive business, customers have a choice, and if we don’t deliver, they’ll find someone else. There’s nothing more rewarding than winning a competitive pursuit, delivering real value, and being invited back to support additional initiatives.
One of our company values is “Build a Better World.” How do you help solve complex problems in order to build a better world through your work at Point B?
Being part of the healthcare team, there is a mission-driven aspect to what we do. Healthcare is a complex and heavily regulated industry, often overwhelming and confusing – especially for patients or members navigating it during their most vulnerable moments. Contributing to the solutions that address the complexity and enhance the member and/or patient experience is meaningful. It’s not just about improving business metrics, it’s also about connecting people to vital health and well-being resources to drive better health outcomes.
What are your favorite podcasts currently?
Smartless is like my Monday morning coffee... great banter, and I get to hear the story behind the story. And I obviously also have a Monday morning coffee when I listen.
If you could have any superpower, what would it be and why?
Flying! It would greatly expand my weekend getaway options and avoid I-70 traffic to the ski resorts!
What do you enjoy doing outside of work?
I love going outdoors and enjoying Colorado, from skiing, hiking, camping, mountain biking – and introducing my 9-year-old daughter to all of it!
Learn more about Matt's Work:
