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.
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.
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.
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.
New on the agenda this year, PeerCONNECT Live will focus on your top challenges in a roll-up-your sleeves, “crowdsourcing” session. It’s the perfect complement to the mix of general and concurrent sessions you’ll find on the agenda.
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.
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.
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.
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 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.
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
Reservation deadline is Monday, November 19, 2018 or when the room block is sold out.
To receive the AHIP-negotiated rates you must register first for the AHIP Consumer Experience & Digital Health Forum.
Once your registration has been confirmed, you will receive a registration confirmation email with details on to make your room reservation using the hotel’s online Passkey system. Reservation deadline is Monday, November 19, 2018 or when the room block is sold out (whichever comes first).
The AHIP group rate is $239.00 for single or double rooms and sales tax is 15.25% plus $2.50 for city occupancy fee, per room, per night.
Rooms at this rate are for arrival on Sunday, December 9, 2018 and departure on Friday, December 14, 2018. Space is limited.
Reservations are made on a first-come, first-served basis and the contracted rate is available to AHIP conference attendees only. This is a guideline and not a guarantee of availability
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, December 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.
This hotel does not provide shuttle service.
Area Airport: Nashville International Airport (BNA)
Distance from Hotel: 8 miles
Drive Time: 20 minutes
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