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Conferences

2023 Consumer Experience & Digital Health Forum

Dates:
Sep 13 - 14, 2023
Location:
Nashville, TN

Join us for a dynamic program focused on the emerging digital health innovations and novel strategies transforming the consumer experience in health care.

Agenda Filters

Sessions

8:30 am - 7:00 pm Sep 13 • 2023

7:30 am – 5:45 pm
, Registration Desk Open

Lobby, Level 1
Registration and Information Desk Open

7:30 am – 7:30 pm
, Bag and Luggage Check

Room: 107 B, Level 1

8:30 am – 10:00 am
, General Session

10:15 am – 7:15 pm
, Exhibit Hall Open

Room: 104, Level 1

10:15 am – 11:00 am
, Break

Room: 104, Level 1
Coffee Break in the Exhibit Hall with Solutions Providers

10:30 am – 2:00 pm
, Food in Exhibit Hall

Room: 104, Booth 101
Fresh Popcorn
Presented by Zipari

10:30 am – 11:00 am
, Book Signing

11:00 am – 11:45 am
, Concurrent Sessions

  • SERIES 1: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Challenge Accepted: New Approaches for Reaching Hard-to-Reach Members

      Presented by Teladoc Health – An AHIP Select Member
      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Whether due to technology and access barriers or a healthy dose of skepticism, some people may be difficult to reach through traditional channels. Learn how investments in technology and data have enabled health insurance providers to build trust and loyalty among the toughest to engage members, including Medicaid, Medicare, and rural populations. Gain insight into how the right partnerships can lead to novel engagement approaches—and, in turn, deliver more equitable care and better outcomes.

    • Digital Health Strategies for Connected Care

      Investing in Digital Health to Accelerate Consumer Engagement

      Location
      Room: 101 D, Level 1
      Speakers
      Details

      Digital health investments undergo rigorous evaluation from venture and private equity firms as well as health insurance providers. Learn how investors evaluate digital health offerings and why consumer experience remains a key goal of investments in digital tools.

    • Data, Analytics & Interoperability

      Leveraging Longitudinal Health Records for Enhanced Outcomes

      Presented by b.well
      Location
      Room 102, Level 1
      Speaker
      Details

      Insight into members’ health requires unifying fragmented consumer health data among electronic health records, pharmacies, labs, and apps. Join this session to explore how to seamlessly integrate data, while respecting privacy, empowering members and providing access to comprehensive health records. Discover how this data, activated with quality measures and a clinical rules engine, can enhance understanding of individual health care needs and optimize outcomes.

    • Health Tech Innovation, Trends & Market Disruption

      Changing the Narrative: Leveraging Predictive Analytics in Transitions of Care

      Location
      Room: 103, Level 1
      Speakers
      Details

      Join this session to explore how one health insurance provider is employing predictive analytics to identify at-risk members following inpatient hospital stays to reduce the risk of unplanned and preventable readmissions. Gain insight into the development and refinement of a deep learning AI predictive model that controls for bias and identifies opportunities for strategic interventions. Learn how this innovative, proactive approach engages members both during hospitalization and post discharge.

11:45 am – 1:00 pm
, Lunch & Learns

  • Lunch will begin at 11:45 am. Speaking Sessions will begin promptly at 12:15 pm.

    • Avoiding the Silver Bullet: How to Help Your Members Navigate Obesity Care

      Presented by Vida Health
      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Obesity affects 42% of the U.S. adult population and accounts for $147 billion in annual health care costs. As obesity is a complex chronic condition, treatment plans need to be holistic and multifaceted, and should encompass improved nutrition, behavior change, and medical management to help patients achieve the best outcomes. Join this session to learn how plans and providers can better care for patients who are overweight or obese and to find the treatments that may work best for them.

    • Engage 365: Modernize Strategies to Achieve Member Trust to Truly Impact Health

      Presented by HealthMine
      Location
      Room: 101 D, Level 1
      Speaker
      Details

      Implementing data-driven, holistic tactics year-round can both build member loyalty and drive healthy behaviors. Join this session to learn how to collect and analyze data to tailor personalized outreach based on demographics and social risk factors. Learn how continuous, omni-channel engagement through pulse surveys and health actions can foster relationships and improve quality ratings and health equity.

    • Improving Navigation to Minimize Disruption and Increase Satisfaction

      Presented by Rx Savings Solutions
      Location
      Room: 102, Level 1
      Speakers
      Details

      Health plan members can experience multiple changes throughout the year that may impact their coverage, from a new diagnosis or life event to a deductible reset or formulary change. Join this discussion to learn additional communications strategies health insurance providers can employ to support members in navigating these changes, minimize disruptions in coverage, and improve member satisfaction.

    • Addressing Heart Disease: Digital Strategies to Improve Outcomes and Engagement

      Presented by Hello Heart
      Location
      Room:103, Level 1
      Speaker
      Details

      Cardiovascular diseases (CVD) remain the most prevalent chronic conditions in the United States, causing more than 877,500 deaths and costing $219 billion annually. Reducing CVD risk requires focused and clinically validated efforts to engage members in their heart health and enable lasting lifestyle change. This session will explore innovative digital tools to improve outcomes and address CVD-related costs across commercial, self-insured, and Medicare Advantage member populations.

1:00 pm – 1:30 pm
, Break

Room: 104, Level 1
Dessert Break in the Exhibit Hall with Solutions Providers

1:30 pm – 3:15 pm
, Concurrent Sessions

  • 1:30 pm – 2:15 pm

    SERIES 2: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Optimizing Member Experience Through Virtual Care Journey Mapping

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Evaluating member experience is critical to offering equitable services and driving equal outcomes. Join this session to explore how one health insurance provider has created a tangible, consumer-validated visualization of the current end-to-end member virtual care experience through journey mapping. Learn how this approach can help build streamlined processes to optimize the consumer experience, increase access to care, and better address the needs of your members.

    • Digital Health Strategies for Connected Care

      Forming Atypical Partnerships to Accelerate Digital Health Innovation

      Location
      Room: 101 D, Level 1
      Speakers
      Details

      Join this session to learn how atypical partnerships between health systems and health insurance providers have accelerated innovation and created new digital health opportunities. Gain insight into structuring partnerships and co-developing digital health platforms and strategies that meet organizational goals to improve outcomes.

    • Data, Analytics & Interoperability

      Community-Based Intervention to Improve Value for Underserved Populations

      Presented by Wider Circle
      Location
      Room: 102, Level 1
      Speaker
      Details

      Health care inequity drives high costs, lower outcomes and is heavily influenced by social determinants of health (SDOH). Addressing health behaviors and SDOH through a culturally competent community-based intervention can be an effective strategy to improve value for members as well as member loyalty and retention. Join this session to learn about a peer reviewed study that evaluates whether such interventions decrease costs and improve quality and outcomes for members.

    • Health Tech Innovation, Trends & Market Disruption

      How Digital Wellness Tools Can Reshape the Member Experience Across Generations

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

      For years, fitness benefits were synonymous with gym memberships. As the landscape has evolved, benefits must expand beyond physical fitness to holistic wellbeing that meets members where they are. Join this session to learn how digital wellness tools can improve overall health and help engage and retain members, regardless of their demographics. Explore how holistic and convenient wellness programs make it possible for members of all generations to lead healthier lives.

  • 2:30 pm – 3:15 pm

    SERIES 3: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Best Practices in Virtual Care – Advancing Convenient Care Delivery to Improve Access

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Virtual care can improve access and convenience for health care consumers, yet there are challenges to ensuring the right balance of in-person and virtual care offerings. Join this session to gain insights from health insurance provider best practices for virtual care to improve outcomes and patient experience for acute conditions and ongoing chronic care management.

    • Digital Health Strategies for Connected Care

      Adapting Digital Health Solutions to At-Risk Lines of Business

      Presented by Hinge Health
      Location
      Room: 101 D, Level 1
      Speakers
      Details

      Many employers have adopted digital health solutions for myriad chronic conditions and achieving increased engagement and productivity as well as lower costs and improved outcomes. Learn how health insurance providers are adapting success with self-funded lines of business into new lines of at-risk business with Medicare and fully insured. Gain insights to evaluate options, balance client and member needs, and use data to deliver care to high-risk members.

    • Data, Analytics & Interoperability

      The Path Forward: Utilizing Demographic Data to Address Health Equity

      Location
      Room: 103, Level 1
      Speakers
      Details

      Addressing health equity requires an analysis of clinical, administrative and social determinants of health data. Health insurance providers and health data networks can effectively partner to collect and integrate data from disparate sources and partner to gain better insights for population health management. Join this discussion to learn how to utilize data to address equity gaps and improve quality and population health outcomes.

    • Health Tech Innovation, Trends & Market Disruption

      Best Practices to Structure Networks for Better Access, Outcomes and Operations

      Presented by Quest Analytics
      Location
      Room: 102, Level 1
      Speakers
      Details

      Discover an innovative approach to narrow network design that promises to deliver equal access and enhance outcomes, all while minimizing operational costs and challenges. Join this session to explore smarter network design that considers data integrity, provider drift, health equity, quality and cost. Learn from best practices to structure networks to improve member engagement and satisfaction and ensure that members access the right doctors faster.

3:15 pm – 3:45 pm
, Break

Room: 104, Level 1
Break in the Exhibit Hall with Solutions Providers 

3:45 pm – 4:30 pm
, Concurrent Sessions

  • SERIES 4: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Harnessing AI for Tailored Member Experiences and Improved Outcomes

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      AI and technological solutions are at the forefront of industry conversations, but how can health care organizations use technology to help members with their care needs? Explore how to leverage innovative technologies to drive member engagement through personalization and improve health outcomes. Gain insights into tactical use cases for AI and technical solutions and learn how to evolve member engagement practices using technology and personalized user journeys as the accelerator.

    • Digital Health Strategies for Connected Care

      The Power of Digital: Engaging and Educating Hard-to-Reach Members

      Presented by Relay Network
      Location
      Room: 101 D, Level 1
      Speakers
      Details

      Consumer adoption and usage of digital tools has grown immensely since the pandemic. Many members prefer digital interactions today due to their convenience and accessibility. However, the successful roll out of a digital platform and integration of these digital tools by health insurance providers is key to their success with members. In this session, learn how to employ unique digital offerings and use feed technology to engage and educate hard-to-reach members.

    • Data, Analytics & Interoperability

      Health Care's Loyalty Challenge: Adapting to Evolving Consumer Expectations

      Presented by Accenture – An AHIP Select Sponsor
      Location
      Room: 102, Level 1
      Speakers
      Details

      Join this session to gain insights from health care leaders on the rapidly changing landscape of consumer expectations in health care. Discover how technological advancements improve the industry's ability to deliver tailored experiences while also navigating issues of privacy and trust. Explore how these leaders envision their roles evolving. Attendees will leave with actionable strategies to ensure their organizations meet the evolving needs and expectations of today's health care consumer.

    • Health Tech Innovation, Trends & Market Disruption

      Consumer-First Pharmacy: Improving Experience and Medication Adherence

      Location
      Room: 103, Level 1
      Speakers
      Details

      Medication non-adherence is linked with poor treatment outcomes, higher mortality, and a greater risk of hospitalization. Join this session to explore how health insurance providers are reshaping the digital pharmacy experience to improve medication adherence, price transparency, auto-refills, and pharmacist chat functionality for members.

4:45 pm – 6:15 pm
, General Session

6:15 pm – 7:15 pm
, Reception

Room: 104, Level 1
Reception in the Exhibit Hall with Solutions Providers

8:00 am - 7:00 pm Sep 14 • 2023

8:00 am – 4:30 pm
, Registration Desk Open

Lobby, Level 1
Registration and Information Desk Open

8:00 am – 6:00 pm
, Bag and Luggage Check

Room: 107 B, Level 1

8:30 am – 9:45 am
, General Session

9:45 am – 2:45 pm
, Exhibit Hall Open

Room: 104, Level 1

9:45 am – 10:30 am
, Break

Room: 104, Level 1
Coffee Break in the Exhibit Hall with Solutions Providers 

9:45 am – 10:30 am
, Book Signing

10:30 am – 12:15 pm
, Concurrent Sessions

  • 10:30 am – 11:15 am

    SERIES 5: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Employing Behavioral Science to Achieve Equity and Engagement

      Presented by Engagys
      Location
      Room: 101 A, Level 1, Level 1
      Speakers
      Details

      Digital health engagement holds the potential to revolutionize health care access and mitigate health disparities. Utilizing a framework based on behavioral science principles, learn how to coordinate data and employ multi-channel communication to engage communities disproportionately impacted by social determinants of health. Gain insights from case studies and initiatives that leverage data and behavioral science principles to dramatically narrow disparities in reach and response rates.

    • Digital Health Strategies for Connected Care

      Evaluating Digital Health Tools to Improve Experience and Outcomes

      Location
      Room: 101 D, Level 1
      Speakers
      Details

      There has been a proliferation of digital technologies, virtual care offerings and apps and it is unclear which ones work or how they will integrate with an individual’s health care. Join this session to learn how to effectively evaluate the clinical and economic value of digital health technologies to inform purchasing and contracting decisions, as well as how these tools might be integrated with provider platforms and workflows.

    • Data, Analytics & Interoperability

      Optimizing the Digital Experience: Accurate Data to Drive Meaningful Member Engagement

      Presented by Healthsparq
      Location
      Room: 102, Level 1
      Speakers
      Details

      Consumers have high expectations for accessing the right information to find and select care that meets their clinical and personal needs. At the same time, health insurance providers want to drive members to care that matches member needs and offers the best fit for a provider’s expertise. Learn how provider-validated data can create a stand-out digital experience and meet member needs by leveraging foundational, accurate provider data.

    • Health Tech Innovation, Trends & Market Disruption

      ChatGPT in Health Care: Transforming the Consumer Experience

      Location
      Room: 103, Level 1
      Speakers
      Details

      ChatGPT and other generative AI apps have the potential to revolutionize consumer experience. By analyzing large amounts of medical data quickly, these solutions can aid in disease detection, intervention, and education. What are the opportunities and risks of medical information and innovative technology convergence? Join this discussion to gain insights into the applications and implications of this technology, and how it may transform consumer experience.

  • 11:30 am – 12:15 pm

    SERIES 6: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Holistic Human Experience Lessons Applied to CX in Health Care

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Many industries outside of health care – including retail and hospitality – have long employed human design principles to ensure a frictionless experience for consumers. In recent years, health care consumers have come to expect the same level of personalization offered by well-known customer-centric brands. Join this session to learn how to apply human experience principles to health care interactions and develop a strategy to leverage digital health to improve engagement.

    • Digital Health Strategies for Connected Care

      Digital Member Engagement Initiatives to Drive Behavior Change

      Presented by Advisory Board
      Location
      Room: 101 D, Level 1
      Speaker
      Details

      As health insurance provider capabilities expand, it is increasingly effective to engage members via digital tools, including portals, apps, and text-based outreach to drive behavior change and manage enrollee health. Given disruption from new entrants, consumer expectations for experience and digitization continue to rise. Explore the digital member engagement landscape and adopt best practices to build, nurture, and manage relationships with members to improve health and wellbeing.

    • Data, Analytics & Interoperability

      Best Practices to Improve Experience in Rural Health Care

      Location
      Room: 102, Level 1
      Speakers
      Details

      Improving access and quality of care delivered to rural communities is an essential component of improving overall population health. Join this discussion to learn from case studies to improve rural care through expanded virtual care access and seamless care transitions between sites of care.

    • Health Tech Innovation, Trends & Market Disruption

      Leave No One Behind: Innovations in Preventative Care Promoting Access & Equity

      Presented by NuvoAir
      Location
      Room: 103, Level 1
      Speakers
      Details

      Innovative technology and virtual specialty care are revolutionizing diagnostic and preventative care for vulnerable populations. Join this session to learn how these advancements can bring game-changing improvements in care experience and outcomes – ensuring no one is left behind. Explore how health insurance providers are leveraging solutions to bridge equity, improve access, and address care coordination challenges to improve outcomes.

12:15 pm – 1:30 pm
, Lunch & Learns

  • 12:15 pm – 1:30 pm

    Lunch will begin at 12:15 pm. Luncheon discussions begin promptly at 12:45 pm.

    • Key Data Sets to Evaluate and Prioritize CX Investments

      Presented by Zipari
      Location
      Room: 101 A, Level 1
      Speaker
      Details

      Over the past decade, health insurance provider executives have been inundated with member engagement data. However, this data is often underutilized or applied arbitrarily when used to justify specific consumer experience (CX) initiatives. Join this session to explore how progressive health insurance executives can identify the most effective data to increase member satisfaction scores and how to harness this data to maximize value for their members.

    • Hold the Line: The Importance of the Voice Channel in Patient Engagement

      Presented by Nuance
      Location
      Room: 101 D, Level 1
      Speakers
      Details

      As part of the digital transformation of health care, some organizations are turning to chatbots and mobile apps to connect with their members and patients. A solid strategy, however, means meeting members and patients — with a range of ages, lifestyles, socioeconomic levels — where they are. Join this session to evaluate a suite of engagement technology offerings and learn how intelligent automation provides a superior experience for use cases throughout their journey.

    • GLP-1 Medications & AI: Revolutionizing Weight Management for Sustained Outcomes

      Presented by Lark
      Location
      Room: 102, Level 1
      Speakers
      Details

      Given widespread attention on new weight management treatments, health insurers and employers seek solutions to assist patients and employees in losing weight and reducing downstream complications that could be scalable. Join this session to learn how to leverage AI to combine clinician-guided medication management, patient behavior change, and remote monitoring to improve outcomes.

    • Path to Proactive, Precise, and Preventive Population Health Management

      Presented by Sanofi
      Location
      Room: 103, Level 1
      Speakers
      Details

      Improving the quality of care delivered requires an emphasis on early detection and prevention to mitigate over- and under-treatment, as well as to reduce readmissions. Join this session to explore progressive screening approaches that integrate early detection, digital health, and AI assistance to improve equity and accessibility. Gain insights into strategies for effective implementation and expansion of upstream health care technologies for preventive population health management.

1:30 pm – 2:45 pm
, Break

Room: 104, Level 1
Dessert Break with Solutions Providers

2:45 pm – 2:45 pm
, Exhibit Hall Closes

2:45 pm – 3:30 pm
, Concurrent Sessions

  • SERIES 7: CONCURRENT SESSIONS

    • Consumer Experience Redefined

      Personalizing and Simplifying the Medicare Member Experience

      Location
      Room: 101 A, Level 1
      Speakers
      Details

      Digital health offers the promise of personalizing a health care consumer’s experience. However, engaging Medicare members and prospects requires a unique UX design to simplify navigation and reduce noise for the Medicare buying journey. Learn how health insurance providers are using digital tools to improve navigation and experience.

    • Digital Health Strategies for Connected Care

      Virtual Care Trends and the Emerging Digital Innovation for Connected Care

      Presented by Summus
      Location
      Room: 101 D, Level 1
      Speakers
      Details

      Advancements in technology have changed the landscape of health care delivery, from remote monitoring to virtual care and most recently—virtual specialty care. Join this session to discuss virtual and digital trends that are disrupting the market and transforming access to medical expertise to support more patients, their families and caregivers, and doctors. Explore how digital innovation is leading the charge to support value-based care models for hospitals, health plans, and clinics.

    • Data, Analytics & Interoperability

      Improving Whole Health Through Data-Driven Population Health Management

      Location
      Room: 103, Level 1
      Speakers
      Details

      The shift to value-based care has heightened the need for effective population health management strategies to address whole-person health. Join this session to explore how one health insurance provider is employing analytic tools that combine social needs with clinical data, stratified by geography and demographics. Learn how integrating public and member data into centralized platforms can make it easier to identify population needs and prioritize interventions where they are most needed.

    • Health Tech Innovation, Trends & Market Disruption

      Don’t Go it Alone: Maximizing Partnerships for Health Insurance Provider Success

      Presented by Accolade, Inc
      Location
      Room: 102, Level 1
      Speakers
      Details

      An integrated care management approach can create connected care experiences that meet people where they are and improve outcomes. Health insurance providers and their partners can ensure that members are directed to the correct care and receive superior patient experiences. Join this session to explore the real-world benefits of creating an integrated approach and learn why employers and employees may soon come to expect it.

3:30 pm – 3:45 pm
, Break

3:45 pm – 5:15 pm
, General Session

5:15 pm – 5:15 pm
, Conference Adjourns