When consumers have better health care experiences, it’s better for everyone. AHIP’s Consumer Experience & Digital Health Forum is where you’ll get even better at identifying the best solutions for your toughest challenges. Better at improving outcomes, containing costs, managing growth, and streamlining processes.
You’ll engage with experts, innovators, and visionaries who arrive with solutions that are already transforming how health care works. No wonder thousands of professionals return to #AHIPcx year after year! It’s where health care gets better.
The conference is ideal for marketing/communications/branding, digital, product development, innovation, business strategy, customer service, wellness, technology, and telehealth teams.
Enhance your marketing and branding strategies to expand their reach, build brand loyalty and trust with consumers. They will also discuss how content marketing, preference management, social commerce, and new technologies can demonstrate ROI, better engage consumers and improve your efforts.
Explore how health plans are using advanced data analytics and business intelligence to drive objective improvements in clinical and quality outcomes, care management, and financial performance. Topics will include how integrated systems can facilitate data flow across silos and enable personalized experiences.
Explore innovative e-health tools and initiatives that enable patient-centric care, promote consumer decision-making with provider transparency tools, improve medication adherence, and enhance health and wellness. They will also discuss new technologies and analytic tools that are helping to measure health outcomes and track population health initiatives.
Learn how new business models and digital initiatives can serve as a catalyst to organizational transformation and product innovation while enabling more efficient automation, lower health care costs, better decision making, and stronger connectivity with consumers.
Discover how health insurance providers are working to improve clinical care, reduce costs and augment operational efficiency through enhanced digital infrastructure, technology, and business insight tools and services.
Change management is crucial in helping health plans evolve to meet the demands of today’s disrupted market. Best practices call for adopting a digital health management strategy to aid in the transformation of care management teams. In this session, speakers will discuss how integrating care teams with digital staffing solutions, like engagement specialists and incentive programs, yields higher member adoption and engagement.
This session will demonstrate how analytics technology provides a link from high-level consumer experience measures, down to coaching, development, and growth of front-line customer service professionals. The insights can be used to improve issue resolution results for front-line customer service and to develop consumer experience measurement strategies for an organization.
Of all the tools on your member portal, your provider directory is likely one of the most utilized. And while informing members which providers are in-network is critical, how do you provide even more value and meet larger organizational goals around lowering costs, improving outcomes and boosting member satisfaction? You give those members personalized, relevant information and opportunities to act at the exact moment they are engaged. In this session, speakers will share how you can transform your find-a-doc tool into an integrated experience that meets your members at each stage of their health journey.
Digital transformation via virtual reality is changing the day-to-day experiences of your members and providers in meaningful and impactful ways. Join this session to explore the art of the possible in an engaging, innovative and interactive virtual reality (VR) session. Immerse yourself into the world of the member and provider through the simple act of putting on the VR headset. Virtual reality headsets will be provided.
This session will explore the challenges, issues and opportunities facing health care executives and how they have evolved over the last few years. The panel will also highlight some of the ways health plan leaders are transforming and innovating their organizations.
Online retail experiences have led consumers to expect immediate personalized service and support, instant answers, and transparency—all seamlessly accessible on their preferred digital pathways, whether web, phone, text, email, mobile, via instant message or a digital assistant like Alexa or Google. In this session, attendees will learn how this evolution to consumer-driven engagement is being integrated into health plans’ interactions with their constituents in the form of omnichannel engagement platforms: seamless, uninterrupted communication from one digital touchpoint to the next. The speakers will discuss the impact of this trend, including the implementation of an omnichannel engagement platform, its potential service and cost-benefits, along with strategies for its successful rollout including the use of artificial intelligence, machine learning and natural language processing.
When it comes to health engagement, everyone’s journey is different. That’s why it’s important for health plans to provide their members with personalized, data-driven guidance, both digitally and telephonically. In this session, learn how an interconnected approach drives a dynamic, consistent and member-centric experience.
Join this session to learn how one health plan is using artificial intelligence to provide outstanding service to consumers, by pinpointing issues and reaching out to members likely to complain before they take formal action. Speakers will discuss how they’ve used integrated data to create a holistic view of a member, and then employed artificial intelligence/machine learning to determine how and when to deploy scarce and resource-intense interventions. Attendees will learn how to discover, validate and scale interventions to provide timely resolutions for members, which can drive effective care coordination, decrease complaint calls and enhance the member’s experience.
This session will provide a snapshot of today’s seniors’ appetite for digital health care and understanding how to effectively motivate them to complete health actions to improve or maintain their health. Attendees will learn about the insights of a recent Medicare Advantage (MA) beneficiary survey, which explores senior digital health, financial understanding, plan expectations, and overall opportunities to improve quality initiatives for the MA market. The speakers will also examine Medicare Advantage plan opportunities to meet demands for greater care at home, financial wellness, personalized motivation and independent living.
Building consumer trust is critical to drive member engagement and retention. In this session, panelists will share research, insights and strategies on how to build trust during “moments that matter,” and how health plans can overcome challenges with the level of consumer trust in digital engagement. Attendees will build an understanding of what drives trust and the increased impact of trust in the digital age.
Join this session to learn how one health plan utilized a cross-functional approach to update member enrollment-related correspondence to improve member engagement and experience, drive member action and support the customer service team. Using simple language and standard templates, the enrollment-related letters were transformed into actionable, easy-to-understand correspondence. This session will highlight the processes used by the health insurance provider, the steps taken, changes made, and outcomes achieved.
For America’s consumers, health care has become an amalgam of medical, financial and lifestyle transactions where they have to search for value and grapple with mind-numbing personal decisions. Health care consumers are confused and frustrated with health care’s jumble. They want simplicity: be there when I need you, communicate with me honestly, show empathy, and do the right thing for my health care. Winning health care brands empower their customers and foster relationships of trust. They connect with every customer wherever they are in their health care journey. And they’re creating experiences that interact on their terms, at the most appropriate touchpoint, with actionable content and through communication channels they prefer. Consumer centric health care organizations that demonstrate a respect for their customers’ individual needs will see deeper brand preference, greater engagement and improved loyalty. Join us to learn how health insurance providers are navigating the challenges and opportunities around health consumerism.
As health plans continue to evolve their role in members’ health – moving beyond traditional programs and towards health partnerships – technology companies can offer guidance for creating personalized, digital touchpoints. Looking across industries, this session will explore new tactics and diverse strategies for leveraging personal health data and device connections to drive outcome improvements and a reduction in the total cost of care. Hear from leading organizations on best practices for personalized health management and learn the strategies they’ve employed to transform member engagement.
Recent studies suggest health plans and employers spend $16,000+ per year on average for each member living with Type 2 Diabetes (T2D)—four times the costs for a non-diabetic member. To meet health plans’ need for effective solutions that reduce their populations’ growing T2D prevalence and dependence on medications, new value-based care models and treatment guidelines are spurring clinically meaningful health outcomes and cost savings. In this session, speakers will discuss how value-based care models and updated diabetes treatment guidelines are changing how payers are addressing T2D in their population.
Building a true sense of empathy for age-related health conditions is complex and requires a multi-layered approach. The challenge for payers and providers is to create a truly memorable experience that requires a low learning curve, can be delivered in a classroom or virtually, and can be deployed by a single individual at scale. In this session, learn how one health plan embraces innovation by using virtual reality technology to provide immersive insights into the emotional and physical challenges associated with aging. Speakers will discuss how and where the plan applies innovation, discuss the factors that are contributing to the early success of the program, highlight the challenges that were overcome along the way, and provide suggestions and tips for integrating innovation into your own organization.
By centering the member at the core of all new innovations, payers put consumers in charge of their health journey through strategic and innovative partnerships. Hear from payers who arm members with personalized information at the right time and with the right tool, empowering them to make day-to-day decisions about their health outside of traditional care settings.
A recent study has uncovered important consumer health care trends and telehealth sentiments that can help health plans build impactful virtual care programs. During this session, speakers will discuss how telehealth can be used to target costly emergency department (ED) overutilizers, better serve millennials suffering from mental health issues, engage and care for at-risk Medicaid and Medicare populations, and manage care for those with complex chronic conditions.
Join this session to learn how health plans can leverage AI to assist chronic care patients in improving their overall health. Attendees will learn how AI augmentation—in payer care management systems, processes and technology—is helping patients with chronic conditions achieve improved health outcomes.
Chronic health conditions can have highly volatile per capita costs, but they can be better managed through clinical interventions. These conditions, such as digestive or cardiac conditions, are symptomatic, chronic and likely to deteriorate rapidly, leading to complications and hospitalizations. In this session, attendees will learn how health plans have implemented digital solutions to gather member-reported outcomes, nudge members to get help when symptoms worsen, and ultimately control costs.
The threat of consumer disintermediation is a constant reality. In response, many payer executives are making digital transformation a top priority. How should health plans improve the member experience by leveraging digital tools? In this session, one health plan will discuss how payers can tackle digital experience and multi-channel engagement by leveraging technology to drive self-service, reduce costs and improve the overall member experience.
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:
Every discussion group will examine the same questions through their area of focus within their organization. All participants will reconvene for the General Session wrap-up (Zurich D-G). **
Patients have a vastly different perception of their health care experience, as compared to those that are deep-seated within the industry. The digital enablement of patients supports data exchange and unlocks opportunities to optimize health care while reducing costs. Government oversight, including updated rules from the Office of the National Coordinator for Health IT and Office of Civil Rights, will drastically impact the patient’s access, exchange, and use of health data. Join this session to learn how the convergence of innovation, care, and regulation funnel into a patient’s experience, and how to balance rapid industry change while keeping the patient at the center of care.
Innovative health plans are increasingly making virtual primary care a significant part of their offering. Whether it’s the foundation of a virtual health plan or one component of integrated, compassionate care, health plans understand virtual primary care can lower costs and improve member engagement. Join this session to learn what makes virtual primary care work well, how it can power a virtual health plan and how it can be embedded within an expanding Medicare population.
With today’s technological advances, health insurance providers can understand key moments of influence by integrating digital experiences into the context of their members’ lives. In this session, speakers will discuss how they are delivering transactional convenience to meet patient expectations, as well as finding opportunities to delight members by engaging and guiding them as they look for channels of care. Speakers will also discuss their “test and learn” optimization approach for new digital care capabilities, which enables them to scale intelligently, while addressing consumer feedback and adjusting internal operational load.
Experts believe medical care only accounts for 20 percent of a person’s overall health. The remaining 80 percent depends on things like housing stability, food security, safe relationships and reliable transportation. In this session, learn how payers are using highly personalized community referrals to connect members to community services that can assist them in addressing that 80 percent. Through case studies and stories, speakers will share how payers are using technology to screen members for needs that can be met in their community, match members with hyperlocal community services suited to their individual needs, and track if the services were accessed – giving members the power to care for themselves and improve their overall health and well-being.
As the diversification of health care options continues to grow, helping consumers navigate different access points – ER, urgent care, virtual care and primary care – for the right type of care matters now more than ever. Join this session to learn how and why consumers choose different access points, the experiences they have with each, and the opportunities that health insurance providers have to help patients better navigate the complex landscape.
This session will focus on the shift towards preventative employee support in mental health and other elements of well-being. Attendees will hear forward-looking intelligence on engaging and educating a vast, decentralized employee network. Speakers will share case studies and best practices on developing a digital plan focused on behavioral health and education.
While many organizations are developing machine learning predictive modeling algorithms, few have been successful in integrating several of them into the clinical and administrative functions of the health plan. Learn how one integrated health care provider used AI to preemptively identify patients at a greater risk for hospital admissions, missing treatments, and deteriorating functional status to signal optimal timing of palliative care discussions. The speaker in this session will specifically highlight how an imminent all-cause hospital admission model was developed (using both structured and unstructured data sources), as well as how it was integrated into the health plan’s decision support process. Attendees will learn how to approach, develop and integrate predictive modeling in large- or small-scale organizations, particularly as it applies to patients with chronic diseases.
In today’s digital age, it is essential for organizations to provide consumers with access to a consolidated view of their health-related data, while giving them the ability to leverage valuable device data across multiple platforms. As consumers move toward both a personalized experience while seeking a real measure of privacy, how should health insurance providers keep their members’ personal health data safe? What’s the health plan’s role in balancing consumer privacy and personalization? In this session, the speaker will discuss the intersection of health care identity management and data security, and how an optimal experience can build trust with your members.
Getting a cancer diagnosis can leave individuals and families struggling to get answers on the best care for themselves or their loved ones. The complexity of navigating the health care system can be mitigated with digital technology and a high-touch concierge member experience. Digital technology allows for the delivery of virtual consultations and tumor boards with elite, highly specialized physicians in a matter of days. Digital strategies can also alleviate the burden of long-distance travel and wait times for expert consults. Join this session to hear how an interactive, virtual consultation model has expanded access to care and eliminated geographic barriers in cancer treatment.
Health care consumerism continues to grow as members are given more choice and access to health information and service innovations while also bearing more costs. Helping members make the right decisions and follow healthy behaviors benefit both members and the health plan. However, each member has individual motivations, priorities and communication preferences, so a “one size fits all” engagement strategy is not optimal for activating desired member behaviors. The consumer and retail industries have pioneered methods for deeply understanding consumer needs and engaging them in ways that effectively influence their behavior. The health care industry in general, and health plans specifically, can augment their member engagement strategies with these consumer industry techniques to drive healthy behaviors and facilitate member loyalty. This session will explore approaches such as psychographics and personalized digital engagement, and include real-world case studies and results.
This session will explore one insurance provider’s approach to member engagement from the very top of the process – really getting to know your target customer, understanding their pain points and needs, designing both your plans and your experiential strategy around those insights, and how you factor all of this into your marketing campaign strategy – to how we then think about driving engagement post enrollment, including leveraging both an easy digital experience and a high-touch human relationship to drive trust, and then turning that trust into the ability to act as an entry point and guide into the overall health care ecosystem in a way that minimizes cost and improves quality.
As consumers take more responsibility for health care decision-making and purchasing decisions, the demand for personalized, real-time estimates of expected out-of-pocket costs is gaining momentum. For consumers to make informed financial decisions regarding care quality and affordability, they need meaningful, credible data. Join this session as the panelists discuss innovations in price transparency and what the future may hold for affordable, accessible, high-quality health care.
This session will examine the critical role new innovations in technology will play in preventing serious injuries among the fastest-growing demographic—aging Boomers. Panelists will explore some of the latest innovations that can help keep older adults healthy and safe in their homes, what kind of impact technology might have on the social determinants of health, and how they can result in better outcomes for well-being.
Population health calls for scalable (i.e. digital) interventions. But purely digital interventions yield poor engagement. This session will explore a non-binary approach to digital interventions, where digital coaches support large panels using best in-class evidence-based interventions.
As patients take on a larger role in their care and experience, they want empowerment and personalization across the board—from wearables and data ownership to improved communications and price transparency. How do we design our operations and systems around keeping our patients’ needs priority number one? What challenges hinder our efforts? Hear from a panel of empowered health leaders (who are also patients) discuss their unique health journeys, how they would like to transform our health care system to redefine the patient experience for better outcomes, and lessons learned for improving overall consumer experience. Join cohosts of The Next Big Thing in Health, AHIP CEO Matt Eyles and Laura Evans, for this live podcast event.
Chicago was recently dubbed “the ultimate hub of innovation” and is one of the highest-ranked tech hubs in the world, with a higher ROI than that of Silicon Valley. With 13,854 tech companies, our tech workforce is more than 130,000 jobs strong. Chicago is also home to around 2,500 start-ups and the legendary incubator 1871, ranked 1st in the United States on the UBI Global list of Top University Affiliated Businesses. With the critical infrastructure in place, Chicago welcomes you to come get inspired or discover something you never knew before.
All room reservations must be accompanied by a first and last night’s room deposit guaranteed with a major credit card.
If a reservation is cancelled on or before Sunday, November 17, 2019 the deposit will be refunded. If a reservation is cancelled within twenty-one (21) to fourteen (14) days prior to arrival (November 18-November 24, 2019), 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 (November 25, 2019), the individual will be charged the entire length of stay.
The Room Book at the Swissotel is now closed. 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.
151 E Wacker Dr, Chicago, IL 60601
320 Michigan Ave, Chicago, IL 60601
68 E Wacker Pl, Chicago, IL 60601
66 E Wacker Place, Chicago, IL 60601
200 N Columbus Drive, Chicago, IL 60601
221 N. Columbus Drive, Chicago, IL 60601
301 E North Water Street, Chicago, IL 60611
There are two (2) airports in Chicago, IL that you can utilize:
There are a few “Shared Ride” shuttles that service Midway International and O’Hare International Airports. Shared ride service is available to those who wish to share a ride and pay a flat rate to certain destinations if multiple parties are available for the trip.
GO Airport Express (https://www.airportexpress.com, 1-888-284-3826) services both O’Hare and Midway Airports for Shared ride service:
For current fare information, please check the City of Chicago taxi passenger information website
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
American Well is a telehealth platform in the United States and globally.
Burgess helps leading American health insurers and ACOs set a new standard in payment accountability.
CareCentrix drives savings, improved outcomes, and patient satisfaction
Remote monitoring solution for high risk seniors, to lower PMPM costs
IBM Watson Health aspires to improve lives and give hope by delivering innovation, through data and cognitive insights
Driven by data, Inovalon identifies gaps in care, quality, data integrity, and financial performance
Mom’s Meals is a leading national provider of refrigerated, home-delivered meals and nutrition services.
NTT DATA is an end-to-end service provider of IT and business solutions for healthcare.
Optum combines technology, data and expertise to power modern health care.
Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution.
Validic gives healthcare companies one mobile health API connection to access data from the best mHealth apps and devices.
The First and Only Consumer Experience Platform Built for Health Insurance