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Conferences

Consumer Experience & Digital Health Forum

Dates:
Sep 12 - 14, 2022
Location:
Nashville, TN

Now available on-demand through November 14, 2022, you may still connect and share insights with other attendees and solutions providers.

skyline of Nashville, TN

Agenda Filters

Sessions

8:00 am – 6:30 pm
, Registration

Level 1 Foyer
Registration and Information Desk Open

12:00 pm – 1:15 pm
, Lunch & Learns

  • Lunch will begin at 12:00 pm. Speaking Sessions will begin promptly at 12:30 pm

    • Market Disruption + Digital Health Innovation

      Personalize and Prioritize Sleep Health Solutions for Your Members

      Presented by Fitbit
      Location
      Room 101 A-C: Level 1
      Speakers
      Details

      Join this session to learn how implementing sleep solutions can help improve overall member health and wellbeing. Speakers will explore innovative solutions that allow members to assess their sleep quality and help identify and remove causes of sleep disruption. Attendees will learn practical solutions that support your members on their journey to better, healthier sleep.

    • Interoperability, Analytics + Actionable Insights

      Accelerating Value-Based Care Adoption Through Interoperability

      Presented by Redox
      Location
      Room 103: Level 1
      Speakers
      Details

      This session will share solutions for bringing data from electronic health records and payer systems of record together to simplify value-based care adoption. Attendees will gain an understanding of key value-based care data challenges, and how to overcome them within in their own organizations to improve member engagement, streamline provider-payer workflows, and close care gaps.

    • Digital Health Strategies for Connected Care

      Improving Member Experience for Benefit Inquiries across Digital Channels

      Presented by Simplify Healthcare
      Location
      Room 104 A-C: Level 1
      Speakers
      Details

      A Health Payer’s contact center CSRs are often ill-equipped to deliver accurate benefit information to members. With 40% of call times spent searching for benefit information, most inquiries require a call back from the CSR. Attendees will explore how they can deliver service excellence by empowering CSRs with real-time access to the correct benefit data to improve first call resolution rates and call handle time and reduce the number of steps required to address benefit inquiries accurately.

    • The Reimagined Consumer Experience

      Beyond Digital: What Engagement Should Look Like for Your Members

      Presented by Vida
      Location
      Room 106: Level 1
      Speakers
      Details

      Virtual care solutions have grown exponentially in a post-COVID world. Health insurance providers can deliver quality virtual care by leveraging both human providers and emerging technologies across the continuum of care. In this session, speakers will discuss how a whole health, virtual chronic care solution can provide sustained clinical outcomes for your members and cost savings for the organization.

1:30 pm – 3:00 pm
, Welcome and Opening Sessions

3:00 pm – 7:15 pm
, Exhibit Hall Open

Hall A1: Level 3
Exhibit Hall with Solutions Providers

3:00 pm – 3:30 pm
, Break

Hall A1: Level 3
Coffee Break in the Exhibit Hall with Solutions Providers

3:30 pm – 5:15 pm
, Concurrent Sessions

  • 3:30 pm – 4:15 pm

    SERIES 1: CONCURRENT SESSIONS

    • Market Disruption + Digital Health Innovation

      The Future of Virtual Health Care is Efficient, Effective…and Personal

      Presented by Summus
      Location
      Room 101 A-C: Level 1
      Speakers
      Details

      Most virtual care models only offer primary or urgent care. With virtual specialty care models, patients and specialists can collaborate to quickly identify health care challenges and map out a journey towards better health and well-being. Join this session to learn how leading employers are leveraging virtual specialty care to better support and care for employees, resulting in a healthier, more productive workforce.

    • Interoperability, Analytics + Actionable Insights

      Using Customer Data to Deliver a Personalized, Frictionless Experience

      Location
      Room 104 A-C: Level 1
      Speakers
      Details

      Identifying and resolving member pain points is vitally important to customer retention, engagement, and overall growth. Learn about best practices for measuring customer satisfaction across product lines and engagement channels including call, chat, website, and app. Dive into how to amplify the voice of the customer as a key input to improving processes across operational, digital, marketing, and IT teams as you deliver a simplified, personalized customer experience.

    • Digital Health Strategies for Connected Care

      Evolving Member Experience Through Engagement and Advocacy

      Presented by Optum – An AHIP Select Sponsor
      Location
      Room 103: Level 1
      Speakers
      Details

      Disconnected solutions have added complexity to a fragmented health care system. In this session, speakers will explore a new approach to address the challenges members with complex conditions face within the existing health care experience, and share lessons learned on building support for innovative advocacy and health care solutions. Attendees will leave with new insights on how member engagement and advocacy can improve the health care experience and drive overall business performance.

    • The Reimagined Consumer Experience

      Getting Beyond the Jargon: What is a CX Platform and Do You Really Need One?

      Presented by Zipari
      Location
      Room 106: Level 1
      Speakers
      Details

      In this era of digital acceleration, consumer experience has become synonymous with apps, portals, bots, and other technical jargon and acronyms; the term itself has even been replaced by the shorthand designation “CX”. In this session, speakers will cut through the jargon to clearly explain what a CX platform really is, how it can drive member engagement, and its potential to bring value to both health insurance providers and their members.

  • 4:30 pm – 5:15 pm

    SERIES 2: CONCURRENT SESSIONS

    • Market Disruption + Digital Health Innovation

      Disrupting the Right Things: Making Digital First More Local

      Location
      Room 103: Level 1
      Speakers
      Details

      Emerging “digital first” insurance plans incentivize members to seek telehealth options first. As health insurance providers evolve their own digital first offerings, balancing innovation with a high-quality care experience for members is crucial. Join this session to learn how one health insurer has bridged traditional care models with hybrid care to bring affordable, convenient, and accessible world-class care to members, while making remote medicine feel more local.

    • Interoperability, Analytics + Actionable Insights

      Enabling Personalized Care Management with Advanced Digital Capabilities

      Presented by SoftServe
      Location
      Room 101 A-C: Level 1
      Speaker
      Details

      Speakers in this session will discuss opportunities to leverage commonly overlooked data sources, such as member health care goals, discharge notes, or home medical device output, to create compelling digital solutions and enable care management with a high level of personalization. Attendees will learn how to increase engagement, improve compliance, and enhance disease prevention through the application/use of digital, workflow, and AI/ML technologies.

    • Digital Health Strategies for Connected Care

      The Next Generation Chronic Care Model: Extending Care with Digital Health

      Presented by Welldoc
      Location
      Room 104 A-C: Level 1
      Speakers
      Details

      Chronic care programs are evolving to engage individuals, optimize resources and generate better outcomes. Solutions beyond traditional care are necessary as consumer, accessibility, and connectivity needs grow. Incorporating digital health solutions can provide the data, scale, and flexibility to build upon current programs. This session will share how a digital health leader and a not-for-profit health insurer are partnering to create a new model in chronic care management.

    • The Reimagined Consumer Experience

      Improving Equity while Addressing Pain with Technology and Compassion

      Presented by Sword Health
      Location
      Room 106: Level 1
      Speakers
      Details

      Health plans want innovative options to help address the claims, cost, and human toll of chronic and acute musculoskeletal (MSK) related pain for members. This session will explore how technology and human compassion are creating convenient, equitable, and more accessible personalized care. Attendees will learn how virtual solutions are reshaping clinical-grade care while controlling the trend of rising costs associated with musculoskeletal pain and related conditions.

5:30 pm – 6:15 pm
, General Session

6:15 pm – 7:15 pm
, Reception

Hall A1: Level 3
Opening Reception in the Exhibit Hall with Solutions Providers