Join health care innovators from around the country—whether in marketing and branding, strategic planning and business development, innovation, consumer experience and engagement, health information technology, data analytics, mobile and digital health, or other key areas—to advance your organization in a shared learning environment at AHIP’s Consumer Experience & Digital Health Forum.
Your Consumer Experience & Digital Health registration includes:
More than 7 hours of dynamic keynote sessions from recognized thought leaders from inside and outside of health care. You’ll find sessions focused on empowering consumers; digital health to serve complex populations; the intersection of health care and innovation; life-saving technologies; and balancing the digital and human health experiences.
Enjoy networking events that leverage the knowledge and experiences of 400+ health professionals from across the country. Don’t Miss:
The Consumer Experience & Digital Health Forum agenda was created to allow you extend your learning beyond sessions. With networking events woven throughout the program, including lunches, coffee breaks, evening receptions, and time in the exhibit hall, you’ll have the opportunity to hear what health plans across the country are doing to simplify health care for consumers.
New this year, this -up-your sleeves, “crowdsourcing” session will tackle your toughest health care challenges.
Participants will be split into groups by topic/challenge, and led by an industry thought leader. We’ll let the ideas fly. The session will end with each thought leader presenting their group’s top ideas to all conference attendees.
Concurrent sessions focus on the biggest and most important topics facing our health care system. Choose from over 48 concurrent sessions in four targeted learning tracks, including:
Following the conference, attendees registered for the full conference will receive complimentary access to all concurrent session presentation slides.
As uncertainty around federal health care policy complicates the health care industry’s trajectory, longstanding issues around costs and access to care are compelling health insurance providers and other stakeholders to proceed with care. These same concerns are pushing American consumers to become bolder and more informed than ever—especially when it comes to their health coverage. This session will explore the consumerist-led disruption of conventional health care. The speakers will examine how health insurance providers can meet the demands of today’s thoughtful and engaged health care consumer through more transparent products, services, and business practices. You will hear how one of the nation’s most respected insurers utilizes technology to take more control of their member-focused approach, and leverages digital storytelling, digital experiences and social media to reach members across generations. Join us to learn how to develop richer and more impactful relationships with your members and key allies.
The number of companies with a vision to improve consumers’ health care through innovation and technology are exploding. From population health management to consumer decision support to technology infrastructure, companies are rethinking the health care experience. The pace of change is mindboggling. In this panel, speakers will share how their vision impacts the corporate value proposition, how it is intended to disrupt markets, and how they are changing (and improving) the health care of their customers.
Loneliness is a broad societal problem. In a recent survey of over 20,000 American adults, it was found that almost half of respondents reported feeling alone, left out, and isolated. Further, one in four Americans shared that they rarely feel understood, and one in five people believe they rarely or never feel not close to people. What are some steps health plans can take to address this issue within their patient population? In this session, learn from two health systems who are reframing the conversations around mental wellness, and using innovative care management strategies to demonstrate their commitment to the communities they serve.
Today, platforms are leading the digital revolution. Innovators like Uber and Amazon have changed how businesses operate. How should health care ride this wave of digital transformation? In this session, attendees will learn how analytical data can be used to provide insight to better manage populations, report value-based ratings, and more.
It’s a conference about consumers, so let’s hear directly from them! Join us as local Nashville residents share the good, the bad, and the ugly when it comes to interacting with their health plans. We’ll explore how the panelists use their plan’s online tools, how they like to be communicated with, and what they hope their health plans will provide in the future. You’ll leave the session with practical tips to build and improve your online customer experiences.
Medication adherence is a major public health issue, one that costs the U.S health care system more than $300 billion annually. This session will provide attendees with solutions and intervention examples that have proven to be successful in improving medication adherence.
Why are U.S. health plans investing in virtual care, and how do they expect to realize value for their members, their organization, and their clients? AHIP recently partnered with Teladoc Health to survey health plans across the country on how they view virtual care. In this session, you’ll learn why and where health plans are growing their virtual care offerings, what’s expected from their investments, and how health plans are prioritizing virtual care in the near term.
Entering the digital age has changed a lot of fundamental things in health care. Records are computerized, telehealth is booming, and your phone can even detect an array of diseases. As the health care industry evolves into a more technologically savvy place, a code of ethics may be needed for the digital space, to ensure that monetization and transfer of consumer data never usurps the member’s trust or experience. Speakers in this session will address this topic and provide guidance for moving forward.
Engaging consumers continues to be a challenge across every industry. Achieving desired behaviors while ensuring a happy, satisfied consumer is what many consider the holy grail. In this session, speakers will discuss engagement strategies and solutions that empower members, by providing the right information at the right time, along with convenient tools that help meet their health care needs. Learn how advanced analytics, behavioral science tactics, and user experience design are informing solutions to better engage and support your members.
Health care is increasingly evolving and potentially being disrupted by digital offerings. Speakers in this session will explore new “apps” and ways they are entering the ecosystem with a focus on the distinction between FDA-approved and OTC digital apps, as well as some of those seeking for payers to “reimburse” for these new tools.
When it comes to critical care, connecting the right specialist within the first 24 hours can mean better clinical outcomes and a positive customer experience for your members. In this session, hear the firsthand account of how clinicians in three different states used video technology to improve the treatment and quality of life for a critical care patient. This session will explain the mobile-enabled experience that vastly altered the outcome for a member who suffered a near-fatal neck injury.
The industry is at a tipping point with consumers demanding access to their data and policymakers focusing their attention on these issues, (i.e., Blue Button 2.0). The move towards true exchange requirements and technology (including FHCRs and APIs) is driving the industry towards real interoperability. Solving interoperability and data liquidity issues across the health care ecosystem is imperative to addressing the needs of the 21st century consumer. Learn how payers, providers and consumers are working together to advance consumer-directed health data exchange, the technology behind it, and how you can get involved in helping release more payer data to consumers via APIs.
It’s no secret that the past ten years have shown major advancements in health care consumerism, payment reform and value-based benefit design. As a result, the historical approach to cost and quality transparency while shopping for health care services has become outdated. In this session, learn how transparency solutions are evolving to deliver more accurate cost estimates, and provide consumers with better guidance on their most cost-effective care options.
Hear firsthand from a converted HR director about how understanding consumers at a personal level can dramatically improve a member’s program participation, satisfaction and ROI. In this session, you’ll get an insider’s view on how to understand consumers beyond their personnel or medical files, build strategies to make personal connections, leverage technology to deliver messages to the right person at the right time, and how to create moments that matter for your members, with relevant and actionable support.
Customers know when you’re selling a myth – just as much as your employees do! And being a myth doesn’t make you attractive to new prospects or to your existing customers. Too many companies are straying too far from their core to try to be the next Zappos or Amazon. Those companies can be studied, but every company has its own culture, and you really can’t copy it. What your organization has that makes up your company’s culture is your very own “special sauce”. The magic is in learning how to harness that culture for the benefit of your customers! Learn how you can identify what makes your company “you”, and translate that into a customer experience just as unique as your culture.
Meet and engage your peers in a live crowdsourcing session around common challenges and pain points. Discuss and explore key themes, solutions, and new ideas with people who have similar job functions and responsibilities. Receive live feedback from renowned experts and thought leaders to develop innovative solutions you can bring back to your organization.
** You are encouraged to attend one of three workgroups which most closely resembles your main area of focus: Consumer Experience, Digital Health, or Innovation. **
Let’s start now. Share your top challenges. Click here to get started.
Relationships matter when it comes to health care, but the health care system hasn’t always prioritized making it easy for people to connect with caregivers. In this session, learn how one health system is getting to the heart of the patient experience, and transforming it to make member access to providers easier and more convenient. You’ll also learn more about their innovative programs that are building long lasting patient/provider relationships.
Traditionally, loyalty has been viewed as one-dimensional. Yet, it is anything but simple. How do you evolve consumer loyalty into a personal, dynamic relationship between your brand and your customers? In this session, hear from organizations that are rethinking loyalty from their customers’ point of view, and evolving their approach beyond a transactional relationship.
Like many health benefit organizations, a leading benefits administrator realized they needed to provide a better customer experience to successfully acquire and retain new business. So, they set out to create a more customer-focused and flexible organization, redesigning their systems from their customers’ perspective. Join this session to learn how this organization is transforming itself to make the one-on-one emotional and rational connections necessary for engagement, and the positive effect that transformation is having on their business. Speakers will discuss best practices for partnerships, and for realigning the organization’s vision toward an improved customer experience for successful customer acquisition and retention.
Health plans face many challenges in today’s market—from the growth of consumerism to the shift to value-based care. Engaging members through a unified consumer experience is at the heart of many of these challenges. This session will explore how to put members at the center of your strategy and leverage a unified consumer experience to break down the silos between quality improvement, member satisfaction and risk adjustment – and drive performance across the plan. Join us to gain actionable insights through tried and true strategies for effective engagement program design and execution.
There is a tremendous opportunity that exists today for health insurers to reduce costs, increase brand sentiment and improve the quality of care for members through the transformation of customer experience (CX) systems. Consumers want health insurers to deliver the same level of value and service as retailers – they expect to come first. But how can carriers transcend the hurdles of high implementation costs and lengthy implementation timelines to accelerate their digital CX transformation and demonstrate ROI? This session brings together a panel of health plan executives to discuss how they’ve used next-level CX technology to enable the type of member relationships that insurers want, and consumers seek.
Using real-world examples, speakers in this session will demonstrate the power of integrated, data-science led analytics to unlock actionable predictive, prospective and prescriptive insights that can boost the effectiveness of care interventions, reduce waste, engage consumers and improve health outcomes – ultimately, revolutionizing the health care experience from the consumer’s viewpoint.
This session will explore the digital health landscape and how startups and health care organizations successfully partner to bring new technologies to the forefront. Speakers will discuss why they are excited about digital health, how investor sentiment has evolved in the last five years, and how your organization can evolve its digital health strategy over the next 3-5 years.
We all can agree: technology has impacted how our society engages with wellness. And it’s not just the young who are taking advantage; older generations have adapted to utilizing smartphones, apps, and digital automation as a way of staying connected. Join this session to learn trends and surprising statistics on how aging populations are using today’s technologies, not only stay healthy but to stay linked to their communities.
According to a recent survey of health plan leaders, member engagement is one of the top five challenges in managing the health and care of members. To stay ahead in today’s changing landscape, health insurers should revisit their member engagement strategies in order to stay timely and relevant. In this session, we will discuss where engagement-specific reinvention is already taking place along the member’s care journey, and the results of a holistic health management approach to supporting patients beyond the traditional walls of care delivery.
As the consumerization of health care continues, many people expect their insurance experience to resemble their interactions with Google, Netflix, Amazon and other frequently used services; there’s a strong consumer demand for ease, convenience, accuracy, quick results and personalization. The challenge for health plans is to meet those expectations with improved consumer experiences, while simultaneously lowering operational costs and optimizing care. New technologies and applications of artificial intelligence have the potential to meet this challenge. This session will discuss the challenges health plans face in remaining relevant as the personalization of health care continues to force change. Speakers will share examples of how powering the call center with technology can bring both short-term gains now, and long-term growth through innovation.
Chronic condition care and member communications can involve language that leaves patients with a sense of shame (e.g., poor diabetes control). This can negatively impact a member’s willingness to seek future care and adhere to treatment plans, which may leave health insurance providers with higher bills for treatment of acute conditions that could be prevented. Join this session to learn theoretical and practical approaches to content creation in order to positively influence member behavior and health outcomes.
We’re not kidding when we say this: it’s difficult for the average consumer to understand his/her health benefits. Thankfully, companies are embracing technologies like communications software, artificial intelligence, and chatbots to create a health care “user experience” that educates and engages consumers in a way that’s helpful, user-friendly, and (dare we say) enjoyable. In this session, the speaker will discuss how technology is creating more personalized consumer experiences – from creating a benefits communication strategy, to designing more intuitive enrollment platforms, to explaining tricky health topics more effectively. Session attendees will walk away with an understanding of how to mix technology and common marketing and UX (user experience) techniques used by today’s top consumer brands to engage, delight, and connect with their consumers, and ultimately, help them make better, more informed health care and benefits decisions.
Loyalty and member retention strategies are most successful when they address the values most important to the customer. Patients are customers. They want to be respected and valued. They want the same perks and benefits that any customer wants. How do you communicate your value proposition to your members? Do they believe it, and does it align with their core values? Or do your customer satisfaction scores tell a different story? Building trust and developing meaningful connections can be a key factor to the longevity of the members’ relationships with their health plan. In this session, speakers will provide insight on innovative, effective strategies health plans can employ to build non-transactional relationships with their members, allowing the members to feel heard and authentically valued.
Engagement can be integral to lowering members’ overall health care expenses, but a simple portal can’t drive outcomes. You need a configured platform that can orchestrate member interactions if your customers are going to change behaviors. This session will provide an overview of member engagement strategies, and address how mobile technology can drive interactions to improve consumer health. Attendees will learn about technology designed to orchestrate interactions between stakeholders, and how mobile can be a key driver to engagement success.
Join this session to hear how health insurance providers can responsibly use and maximize member data to improve acquisition and retention in today’s connected and regulated world. Speakers will discuss how analyzing the entire customer journey can inform enterprise-level decisions and drive measurable business outcomes. Attendees will learn how to build, maximize and execute smarter customer data strategies, ensuring the organization is on the right side of privacy.
This session will provide an understanding of the new baseline for patient engagement, which is driven by the digital health industry. As new products and services enter the pharmaceutical, medical device and digital health markets, the standards for design and development are being shifted towards engagement and satisfaction-driven outcomes. Attendees will learn how this new level of engagement is designed and measured in the age of infinite health data.
Long–accustomed to robust information and online, self-service capabilities in other industries, health care consumers are increasingly demanding more from their health care providers and organizations. Factors like convenience, ease of appointment booking, and timely access to care are increasing “must haves,” with many consumers acknowledging that they would switch providers to get them. This session will explore best practices in addressing these challenges and successfully applying digital innovation to meet rising consumer demands for better access, expediency, and personalization, and seamless end-to end consumer experience.
Pharmacogenomic testing is becoming more popular and accessible, as it can provide insights for patients and their health care providers on which types of medications may work best and which should be avoided. Clinicians and patients recognize that not every person responds to drugs in the same way; some drugs carry a risk of adverse reactions that often seem to occur by chance. As the public is becoming more familiar and intrigued by genomic testing, how can health plans harness this interest to positively affect the health outcomes of its members? Speakers in this session will address this topic, and discuss the innovations that are making a favorable impact.
This dynamic session will cover the science of behavioral economics, and explore a real world case study on how one health plan is implementing behavioral economic solutions to activate members towards digital engagement, including leveraging providers to drive enrollment and using gamification to keep members engaged.
Gartner’s 2018 Hype Cycle for Consumer Engagement with Healthcare & Wellness puts Healthcare Consumer Engagement Hubs (HCCEH) at the peak of inflated expectations. Their promise is to unify and personalize fragmented digital experiences. How will HCCEH solve these well-known challenges in digital health differently than predecessors? What proof points in the market indicate the potential of the health care engagement hub? In this session, attendees will walk away with an understanding of the value proposition of HCCEH, and how health plans can maximize opportunities for growth.
In this session, attendees will receive an overview of health literacy challenges, and how they impact patients across demographics. Attendees will learn about the latest health literacy statistics, federal and state programs in place to improve literacy, and opportunities to excel in the field and develop patient trust. The speaker will focus on opportunities to educate, guide, and build connections for patients and their families, in order to work more collaboratively with their health care providers and payers.
Big data is transforming health care, but actions involving data don’t always have to be massive to be transformational. How should health plans use smaller segments of data to make practical changes to programs that drive value and increase positive health outcomes? In this session, attendees will learn how to mine their member data to derive a targeted, practical approach to population health management, leverage data to elevate actionable intelligence, and prioritize data insights in order to pursue smaller, yet impactful, opportunities.
There has never been a better time to come visit Music City. Named “One of the Top Destinations for 2016” by Forbes Travel Guide, Nashville is booming and the Music City Center is the new pulse of it all. Known for its trendy new restaurants and its eclectic music scene, Nashville has become a popular destination for many.
Sessions and tabletop exhibits will be located at Music City Center and we’ve negotiated special room rates to help stretch even the most limited travel budgets at the Omni Nashville Hotel.
Omni Nashville Hotel
250 Fifth Avenue South, Nashville, TN 37203
All room reservations must be accompanied by a first and last night’s deposit guaranteed with a major credit card.
If a reservation is cancelled on or before Saturday, November 17, 2018 the deposit will be refunded. If a reservation is cancelled within twenty-one (21) to fourteen (14) days prior to arrival, the individual will forfeit the deposit of the first and last night’s stay. If a reservation is cancelled within thirteen (13) days prior to arrival, the individual will be charged the entire length of stay.
The room block at the Omni Nashville is closed and sold out. A list of nearby hotels and provided below if you are still looking for accommodations. Links are embedded in the hotel titles for a quick connection for checking availability.
Hampton Inn & Suites Nashville Downtown
310 4th Avenue South, Nashville, TN 37201
Hilton Garden Inn Nashville Downtown/Convention Center
305 Korean Veterans Blvd, Nashville, TN 37201
Hyatt Place Nashville Downtown
301 3rd Avenue South, Nashville, TN 37201
Hilton Nashville Downtown
121 4th Avenue South, Nashville, TN 37203
Cambria Hotel Nashville Downtown
118 8th Street Avenue South, Nashville, TN 37203
401 2nd Avenue South, Nashville, TN 37203
The Westin Nashville
807 Clark Place, Nashville, TN 37203
Holston House Nashville (Unbound Collection by Hyatt)
117 7th Avenue North, Nashville, TN 37203
Renaissance Nashville Hotel
611 Commerce Street, Nashville, TN 37203
Holiday Inn Express Nashville Downtown Conference Center
920 Broadway, Nashville, TN 37203
Area Airport: Nashville International Airport (BNA)
Distance from Hotel: 8 miles
Drive Time: 20 minutes
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The First and Only Consumer Experience Platform Built for Health Insurance