This fall, experience the nexus of consumer satisfaction and targeted technology. During AHIP’s Consumer Experience & Digital Health Forum, in partnership with the Nashville Health Care Council, discover how smart technology and consumer-focused strategies can advance affordability, value, and customer satisfaction.
You’ll take home timely ideas, partnership prospects, and digital tools that can optimize your organization’s collaboration and connectivity.
There’s so much to learn and so much information to take home, your team will want to “divide and conquer.” Choose from five educational tracks. Or mix and match the tracks and sessions that fit your organization’s needs. Explore all your options.
The conference also includes a 50+ company exhibit hall showcasing the latest products and services that are helping health plans succeed.
In Partnership with the Nashville Health Care Council
Big data combined with artificial intelligence (A.I.), while still controversial to some, is emerging as a key service differentiator for health plans. Making data actionable and putting the power of A.I. to work addressing what consumers really want and need can be a challenge. Combined with consumer experience research to validate what the data is saying, A.I. is being used to create powerful consumer solutions. In this session, learn what trends health plans should watch in 2018 around the use of data, A.I. and consumer experience research, including what’s antiquated and what’s still relevant, and gain actionable insights on what consumer-driven health plans can implement in their organizations.
The state of trust around the world is in decline — across business, government NGOs and the media. Against that backdrop, surprisingly, the healthcare industry is making slow but steady progress. Yet, trust in healthcare and most of its verticals — including health insurers – remains low relative to other industries. Influence is no longer automatically granted to those in authority. Trust in CEOs is at an all-time low while “a person like yourself” is now as credible as an expert. What does this mean for the health sector and health plans specifically? Strategies to effectively communicate across channels, engage audiences in meaningful ways, and spark action are more important than ever as organizations look to improve trust with consumers, health care providers, advocacy groups and other key stakeholders. Join in a conversation about the current state of trust, findings from a recent study on this issue and implications for the health care sector.
You can’t go online today without reading a story about skyrocketing drug prices. And for good reason. 50% of Americans take at least two or more medications, which often come with hefty out-of-pocket costs. At the same time, many health insurers are trying to reduce the financial burden on their members with cost transparency resources. But are those tools enough? How can you make the online experience for health plan members who are shopping for medications more engaging and meaningful to who they are and what they need? Enter, user-centered design. In this session, experts will discuss the principles of a user-centered approach and how it applies to prescription drugs. They will share insights from years of survey data and behavioral research, current trends in the market and specific engagement tactics that can improve the way members shop for and manage their medications in a technology-driven world – keeping them healthier and happier, while protecting their wallets and your organization’s bottom-line.
As employers seek to balance managing their health care spend with supporting their employees, understanding health care market trends is vital. For years, health care costs have been moving faster than other measures like individual earnings and inflation. In this session, attendees will hear about strategies that can help employers contain health care costs and optimize value, quality and provide a personalized employee experience.
This session will provide a snapshot of how health plans are creating a new form of mental health therapy. Given the frequent use of smartphones, learn how technology can fill the gaps and treat depression, anxiety, post-traumatic stress disorder (PTSD).
Customer friction is any aspect of customer interaction that degrades the experience. The less friction, the more likely customers are to be satisfied. By quantifying and using customer friction to drive a transformation agenda, health plans will be able to better align every aspect of their business to deliver a superior experience. Regardless of whether your customer is a member, business partner or employee, reducing customer friction builds loyalty and increases engagement. Join this session where we will discuss ways to identify and remove friction from your member experience. We’ll share health care examples, and discuss inspiring case studies from those industries that delight their customers on a daily basis to help you figure out where to start.
The success or failure of digital health companies relies on the ability to effectively engage individuals as consumers of health care, not just as patients. Our panel of digital health experts have cracked the code on engagement and figured out how to produce strong outcomes with consumers and payers alike. Hear how they embraced a consumer-first perspective and designed tools and experiences that keep users coming back, while also connecting with a larger ecosystem for a seamless, holistic experience. Learn best practices and the experts’ proven methods for ‘getting sticky’.
In this session, speakers will highlight innovative technology that enables more informed care by using prescriptions as the vehicle to provide actionable patient intelligence seamlessly into the doctor’s workflow. From automating prior authorizations to delivering patient-specific formulary transparency and medication adherence insights, these solutions empower care providers with the clinically-relevant information needed to improve patient safety and quality and lower health care costs.
Consumer experiences are typically fragmented where a simple, seamless and smart experience is needed to help consumers interact with the health system. This session will provide best practices from an actionable perspective on how data and analytics are used to design customized consumer communication campaigns and predict the next best action.
Employers – the second largest payers of health care in the U.S. after the federal government – have been at the vanguard of developing new strategies to improve health outcomes, while mitigating the accelerating cost of care. However, unlike other areas of spending, what employers get in return for their health care benefits spend is often hard to define or control. In this session, learn how one of the largest U.S. employers is using a data-driven approach to maximize their benefits investment and improve their employees’ overall health care experience.
Traditional, telephonic care management alone is not enough to drive the desired outcomes in patient engagement, patient health outcomes, and care management productivity. In this session, learn how one health plan deployed a mobile care management approach to better engage members in clinical services. With this model, care managers work with patients through a mobile application on the patients’ smartphones or tablets that facilitates asynchronous communication and a personalized daily care plan. This solution has had positive results on member engagement, self-care, ease of communication between member and clinician, and health outcomes, driving thousands of savings per member. This mobile-enabled approach has had a profound effect on patients, care managers, and the organizational mindset toward patient engagement innovation.
We’re all health care consumers, purchasing everything from aspirin to prescription drugs to fitness wearables. As health plan members, we’re faced with budgeting monthly premium payments and managing out-of-pocket expenses. When it comes to physician and hospital services, we assume the role of patient. The common thread is that we’re always a customer. And, we’re customers with expectations set by an always-on, convenience-driven world where we have access to more and better information than we’ve ever had before. Managing the health care customer experience at the intersection of these financial and clinical handoffs is challenging every market stakeholder. How can our health care system – payer, provider and retailer – act like a system rather than a fragmented collection of transactions? Speakers in this session will address these convergence issues, and what needs to happen to replace health care consumer confusion and complexity with consumer confidence and contentment.
Health plans can improve consumer response and engagement by leveraging data science and machine learning. In this session, attendees will learn about consumer preferences for health care financial communications. The speakers will share the results of innovative approaches for consumer engagement, as well as lessons learned from working with payers on deploying these strategies and capabilities.
Employer-sponsored coverage is the bedrock of the health financing system and a frequent driver of innovation. They pick up the majority of the tab for the 156 million consumers who get their coverage through employer-sponsored health care. This session will explore the role and expectations of employers in the ever-changing health care market.
Technology will be at the center of the evolution of senior fitness-related benefits and experiences, providing biofeedback, curated on-demand program content, access to physical gyms of choice, and the creation of communities that motivate, connect and challenge consumers to remain active. In this session, speakers will share key insights into the behaviors, needs, and opportunities health plans should consider when developing fitness-related consumer engagement and retention strategies for the senior population.
This session will review how raw, unclassified data can be transformed into insightful analysis that can truly be acted upon. Speakers in this session will review how to build an end-to-end, actionable information strategy, and review some underlying technologies that can make A.I. a reality.
Health plans are adopting supply-chain management approaches, like those applied in the banking, airline, and travel industries, while also embracing the retailization of healthcare. Thus, the digital consumer experience has established an exciting opportunity for health plans to provide customer journeys with convenience, personalization, and transparency. This session will illustrate ways health plans can more effectively engage consumers to help optimize their digital health, such as implementing user-friendly decision support tools, real-time enrollment portals, customization reminders for payments, and 24/7 self-servicing account management.
Consumers are disrupting “business as usual” in the health care industry – challenging health plans to rethink how they interact with their members. Trends in health care transactions show that consumers do not view shopping online, or using a ride-sharing service, different from paying a medical bill or premium. Industry trends also delineate a clear correlation between the consumer’s payment experience and a health care organization’s brand. In this session, speakers will focus on how health plans can leverage trends to personalize and optimize member interactions, to ultimately drive engagement exponentially.
Barriers like habits, life issues, reachability and risk factors can create challenges when attempting to engage the modern health care consumer. The first step to engaging consumers is to understand their behaviors, and turn this data into intelligent interventions that motivates them to act. This session will explore segmentation strategies to inform, remind and persuade persona activation to drive results.
In this session, learn how health plans can use technology to innovate the fight against opioid abuse. Speakers will discuss technologies and tools to monitor and regulate a patient’s medication intake, and how the use of data can help curb medication abuse.
Financial wellness programs are on the rise and for good reason: personal finances are a top source of employee stress. But what goes into creating and supporting a program that truly meets employees’ unique needs, makes engagement easy, and is viewed as a valuable offering? This session will explore the changing landscape impacting financial wellness and the role employers can play in supporting, retaining and attracting talent.
Today’s information overload makes it hard for any brand to cut through the noise and reach its key stakeholders. Yet, tech companies are employing new tactics and strategies that are quickly becoming the new standard that consumers expect. In this session, speakers will discuss how health plans can and should be applying consumer tech tactics to the health care space.
Consumer loyalty looks different for a retail company than it does for a health plan. How do health plans know when a consumer is loyal, or know how to measure loyalty? Including the voice of the customer into health plan products and solutions can be a key loyalty differentiator. In this session, gain actionable insights on how consumer experience research is catching health plan consumer trends that in turn help create consumer-centric solutions and grow loyalty.
Employers are looking to alternative “concierge” service and care models to increase employee engagement in their health and drive medical cost savings. This session will explore the evolving consumer expectations for personalized health advocacy services and how to bring required capabilities together to enable the movement from transactional service to engagement and advocacy within a payer organization.
The health care industry is in the middle of a pivot from years of thinking of people as members or patients – to thinking of people as consumers. As organizations try to truly understand and connect with the person behind the profile/record/channel, heavy regulation, disparate data, and business silos continue to get in the way. Join this session to learn how one health plan is breaking down organizational barriers to unify analytics across product lines, and measure the impact of brand marketing on member acquisition. Learn how to harness the power of trusted identity to deliver personalized and relevant engagements while keeping customer data safe, secure, and compliant.
This session will illustrate how health plans can take member engagement to the next level by adopting a new approach to developing a member portal that truly drives engagement and self-service. Learn how one health plan leveraged cutting-edge technology to quickly deploy a feature-rich member portal, seamlessly integrated with shopping and provider search tools, billing, claims and other customer service interactions. In addition, speakers in this session will share metrics for success to ensure that members become more engaged, and consistently receive a positive consumer experience, while driving down cost of care and administrative costs.
This session will provide an understanding of a health index; a single value metric that describes the health of a member or a population based on the assessment of ten dimensions of health. Attendees will understand how six of the dimensions form the impactable health index, which provides a specific prescription for health improvement for a member or a population. The speaker will provide examples of the index, and show how it can be used to provide significant impact on an individual’s health and well-being.
Today’s health care consumer has an expectation of contextual, unified, and real-time capabilities across their engagement with a health plan. Additionally, health plans are charged to deliver this experience in a cost-efficient and streamlined fashion. In this session, attendees will learn how integrated architectures can enrich consumer experiences, and create lower costs of ownership leading to positive outcomes for all stakeholders.
Speakers in this session will delve into a revealing case study, which outlines how member engagement can be used to improve quality performance and member satisfaction. Attendees will learn how to build a member experience that fosters engagement, and, in turn, develops stronger brand affinity with plan members. Speakers will share practical insights on program design, compelling results from a top performing plan employing this methodology, and learnings that will help you launch an effective engagement program.
Today’s consumers can call up a ride, rent a weekend flat, set up monthly payments, or find somebody to groom their dog—all within minutes online. Why is it so hard to recreate this experience within the health care system? This session will look at the unique challenges facing health plans, and offer a glimpse into the future of the online member experience.
Employee engagement is the single most important factor for a successful wellness program. In this session, learn about emerging partnerships, approaches, and technologies that are exponentially driving engagement, making employee programs seamless to the end-user while building communities within the organizations that implement them.
Big data allows health plans to make a substantive impact on consumer health and outcomes outside of just reviewing claims and clinical history. Surfacing member insight from consumer social determinants of health can enforce and facilitate successful provider interaction, and contribute toward new care payment models being successful in maximizing the value of care. In this session, speakers will examine new techniques and disciplines that allow plans to leverage social determinants of health and the combination of “influencers” of health to engage members in a personalized manner.
With the majority of Americans receiving their health insurance through their employers, there is significant opportunity to infuse intuitive technology to engage members directly. This session will explore the new expectations of employer-based plans and how insurers can adapt their strategy to inject consumer-focused methods to attract commercial members. In this session, you will hear directly from two health plans who are teaming up to make health insurance easy and approachable to employer groups.
Customer experience is the new competitive battleground in nearly every industry. As consumers shift more of their interactions and transactions to their mobile devices, it’s imperative that health plans find new ways to connect and engage with them digitally. In this session, hear how one health plan enhanced its member engagement programs to deliver 1:1, guided experiences that are proven to drive healthier behaviors and core business improvements. Attendees will walk away with new, actionable ideas for how digital technologies can be utilized across teams to create value and accelerate their member engagement strategies.
Regardless of the severity of a condition, people often believe they are healthier than they actually are. This misperception creates a critical challenge: how to inspire change when change is not perceived as necessary? Consumers suffering from health inertia represent a serious cost burden for providers and insurers who can suffer financially if their members or patients aren’t healthy. In this session, learn innovative ways health plans can effectively address individuals’ personal perceptions and motivations, so that they can inspire immobile consumers to take steps to improve their health and prevent illness.
It is the health sector’s turn to master integration of digital experiences into existing operating model infrastructures. Digitally-enabled care is no longer a nice-to-have, but rather a fundamental business imperative to assist in the reinvention of how care is delivered. As online and digital expectations continue to expand, organizations that can shift from a B2B (business-to-business) to a B2C (business-to-consumer) operating model will be better equipped to reach their digital experience vision. This session will provide attendees with a clear understanding of consumer expectations related to the digital experience, and unique and innovative models that have been deployed in the health care industry — and outside industries — to solve the challenges of shifting the business model from B2B to B2C in order to facilitate that experience.
Having grown up with the Internet and a wealth of information at their fingertips, many millennials approach health care with different expectations and skill sets than previous generations. In this session, learn how millennials are approaching their employer benefit decisions, how their behavior and usage will influence the future of open enrollment and benefit design.
An effective Voice of the Customer (VoC) strategy is designed to capture the customer’s voice, analyze it to gain new insights, and then create meaningful change that improves the customer’s experiences with your organization. A VoC program can generate a lot of important insights, but making sure you get the most out of your initiatives, as well as ensuring that you are gathering high quality data isn’t always easy. Join this session to learn the keys to building a consumer-centric culture within your organization that exceeds standard expectations, and ensures that everyone in your organization is invested in the consumer-focused goals you are trying to achieve.
In today’s landscape of technology and personalization, data rules. Don’t get left behind as more employers and health plans leverage end-user data to make smarter program decisions. Join industry veterans in this session as they discuss some simple, yet cutting edge, approaches to data insights used by employers of all sizes and industries. Take a deep-dive into case studies and national trends, and learn how you can revolutionize your benefit solution strategy by putting your employees and end-users at the core of the program.
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.
Music City Center
201 Fifth Avenue South
Nashville, TN 37203
Renaissance Nashville Hotel
611 Commerce Street
Nashville, TN 37203
Courtyard by Marriott–Vanderbilt/West End
1901 West End Avenue
Nashville, TN 37203
The Renaissance Nashville Hotel and Courtyard by Marriott–Vanderbilt/West End are both sold out. Downtown Nashville hotels are basically sold out due to other events, so we recommend that you search for availability online at hotels.com for nearby options or your company’s travel agent.
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 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.
AHIP Bus Shuttle Schedule Between Renaissance Nashville Hotel & Music City Center
For those staying at the overflow hotel, Courtyard by Marriott–Vanderbilt/West End, there is not an organized shuttle schedule, but the hotel provides a complimentary shuttle service to local attractions within a 3-mile radius. Please inquire at the front desk when you check in for availability and schedule.
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