Consumer Experience & Digital Health Forum

  • December 05 – 07, 2017
  • Nashville, TN
  • About
  • Agenda
  • Plan Your Trip
  • Sponsors &
    Exhibitors
  • register now
about

Nashville, TN In Partnership with the Nashville Health Care Council

This fall, experience the nexus of consumer satisfaction and targeted technology. During AHIP’s Consumer Experience and 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.

Who should attend?

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.

  • Next Generation Consumer Engagement and Branding
  • Leveraging Data Analytics and Insights
  • Technologies and Tools for Connected and Collaborative Care
  • Infrastructure and Business Model Innovation
  • Reaching Consumers at Work: Transformation of Employer Health Benefits

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

Early Reg Ends: October 25
Cancellations: November 1

Register today & Save $300 w/ early reg pricing.

In Partnership with the Nashville Health Care Council

agenda
  • Overview
  • December 05
  • December 06
  • December 07

Select Event Track

  • Leveraging Data Analytics and Insight
  • Consumer Engagement & Branding
  • Infrastructure and Business Model
  • Employer Health Benefits
  • Technologies and Tools
  • Data Analytics & Insight
about

Select Event Track

  • Leveraging Data Analytics and Insight
  • Consumer Engagement & Branding
  • Infrastructure and Business Model
  • Employer Health Benefits
  • Technologies and Tools
  • Data Analytics & Insight

How Many Ideas Will You Take Home?

Timely ideas, partnership prospects and tools critical to your organization’s success fill the agenda at AHIP’s Consumer Experience & Digital Health Forum. The learning extends from general sessions focused on the big picture, to breakfast and concurrent sessions featuring case studies, to the exhibit hall with companies showcasing products and services driving results.

Take a look at why this conference continues to draw hundreds of engaged health care professionals.

Concurrent and Breakfast Sessions Include:


The Current State of Trust in Health Care Five Consumer Insights to Drive Consumer Engagement
Powered by InstaMed
The Dilemma of Consumer Inertia The Evolution of Health Care: Delivering a New Retail Experience
Powered by Cognizant
Finding Your Voice: Marketing Tactics Health Plans Can Learn
from Consumer Tech Companies
Using Data and Personalization to Impact Consumer Social Determinants of Health
Powered by LexisNexis Health Care
The Consumerization of Employer-Sponsored Health Insurance User-Centered Design: A Cure for the Prescription Drug Crisis?
Powered by Connecture
Trends to Watch in Employer Health Benefits Taking Member Engagement to the Next Level
Powered by Zipari
Changing the Paradigm: What Innovative Employers
Are Looking For and How They’re Getting it Done
Driving Patient Engagement Through Mobile Services
Powered by Wellframe
Health Care CX: Managing Consumer Convergence Using Financial Engagement as a Lever for Consumer Engagement
Powered by Change Healthcare

 

December 05
8:00 am
5:00 pm

Registration and Information Desk Open

Sponsored by Optum

Registration Desk will also be open 3:00 pm – 5:00 pm on Monday, December 4th.

11:00 am
11:00 am

Conference Moderator

Alexandra Drane

Co-Founder of Eliza Corporation; Co-Founder of Engage with Grace

View Speaker Biography

11:30 am
1:00 pm

Lunch in the Exhibit Hall

1:00 pm
1:45 am

Anticipating a Moving Target: A Way Forward on Health Care

General Session

Ian Morrison

Author

Consultant & Futurist

View Speaker Biography

1:45 pm
2:45 pm

Making Health Care Work Better: Lessons from Leaders at the Forefront of Health Innovation and Transformation

General Session

Patrick J. Geraghty

Chief Executive Officer

Florida Blue

View Speaker Biography

Neil de Crescenzo

President and CEO

Change Healthcare

View Speaker Biography

Bruce Moore

President, Operations & Service Lines Group

HCA

View Speaker Biography

2:45 pm
3:00 pm

Coffee Break

3:00 pm
3:45 pm

Concurrent Sessions

3:00 pm
3:45 pm

A.I. Trends to Watch in 2018

Concurrent Session:
Leveraging Data Analytics and Insight

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.

Ang Sun

Chief Artificial Intelligence Officer

Cambia Health Solutions

View Speaker Biography

3:00 pm
3:45 pm

The Current State of Trust in Health Care

Concurrent Session:
Consumer Engagement & Branding

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.

Aaron Guiterman

Executive Vice President, Head of Digital Corporate & Public Affairs

Edelman

View Speaker Biography

Courtney Gray Haupt

Senior Vice President and Group Head, Health

Edelman

View Speaker Biography

3:00 pm
3:45 pm

User-Centered Design: Helping Consumers Select and Manage Prescription Drugs

Concurrent Session:
Infrastructure and Business Model

Powered by Connecture, Inc.
The national conversation over rising drug prices has grown acrimonious in recent years. Cost transparency certainly plays a critical role, but in terms of the consumer’s overall shopping experience, where does user-centered design fit in? In this session, experts will walk you through how a smart and nimble user-centered approach can make a world of difference to consumers who are using technology to research, shop for, and manage prescription drugs and alternative options – ultimately helping them to make better choices. Speakers will also discuss how to leverage front-end user-centered design to engage members well beyond the point of Rx enrollment.

Jeff Surges

President and Chief Executive Officer

Connecture, Inc.

View Speaker Biography

3:00 pm
3:45 pm

Trends to Watch in Employer Health Benefits

Concurrent Session:
Employer Health Benefits

Tracy Watts

Senior Partner

Mercer

View Speaker Biography

3:45 pm
3:55 pm

Transition Break

3:55 pm
4:40 pm

Concurrent Sessions

3:55 pm
4:40 pm

Achieving Member-Driven Transformation

Concurrent Session:
Consumer Engagement & Branding

Powered by NTT DATA
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.

Andy Arends

Vice President, Health Plan Solutions

NTT DATA

View Speaker Biography

Matthew W. Leach

Vice President, Business Analysis and Project Management Practice

NTT DATA

View Speaker Biography

3:55 pm
4:40 pm

Getting Sticky: Creating Experiences Consumers Will Actually Use

Concurrent Session:
Technologies and Tools

Powered by Welltok
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’.

Chris Hogg

Chief Operating Officer

Propeller Health

View Speaker Biography

Michelle Snyder

Chief Marketing Officer

Welltok

View Speaker Biography

Leah Sparks

Chief Executive Officer and Founder

Wildflower Health

View Speaker Biography

Jeff Semenchuk

Chief Executive Officer

Zest Health

View Speaker Biography

3:55 pm
4:40 pm

Impacting Patient and Provider Engagement at the Point-of-Care

Concurrent Session:
Infrastructure and Business Model

Powered by SureScripts LLC
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.

3:55 pm
4:40 pm

Using Data and Analytics to Drive Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Optum
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.

Teri Kaslow

Vice President of Consumer Analytics and Insights

Optum

View Speaker Biography

4:40 pm
4:45 pm

Transition Break

4:45 pm
5:30 pm

Concurrent Sessions

4:45 pm
5:30 pm

Driving Patient Engagement through Mobile Services

Concurrent Session:
Technologies and Tools

Powered by Wellframe
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.

Susan Beaton

Vice President of Provider Services, Care Management, and Risk

Blue Cross and Blue Shield of Nebraska (BCBSNE)

View Speaker Biography

Jacob Sattelmair, DSc, MSc

Co-Founder and Chief Executive Officer

Wellframe

View Speaker Biography

4:45 pm
5:30 pm

Health Care CX: Managing Consumer Convergence

Concurrent Session:
Infrastructure and Business Model

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.

Lindsay Resnick

Senior Strategic Advisor

Wunderman Health

View Speaker Biography

Jill Austin

Chief Marketing Officer

Vanderbilt University Medical Center

View Speaker Biography

Neal S. Sofian, MSPH

Director, Member Engagement

Premera Blue Cross

View Speaker Biography

Patrick H. Carroll, MD

Divisional Vice President and Chief Medical Officer HealthCare Clinic

Walgreen Co.

View Speaker Biography

4:45 pm
5:30 pm

Using Financial Engagement as a Lever for Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Change Healthcare
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.

Stuart Hanson

Senior Vice President & General Manager, Consumer Payment Solutions

Change Healthcare

View Speaker Biography

5:30 pm
6:30 pm

Opening Reception in the Exhibit Hall

December 06
7:00 am
5:30 pm

Registration and Information Desk Open

Sponsored by Optum

8:00 am
9:00 am

Breakfasts Briefings

8:00 am
9:00 am

Five Consumer Insights to Drive Consumer Engagement

Breakfast Briefing:
Consumer Engagement & Branding

Powered by InstaMed
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.

Neal S. Sofian, MSPH

Director, Member Engagement

Premera Blue Cross

View Speaker Biography

Roy Wright

Senior Vice President

InstaMed

View Speaker Biography

8:00 am
9:00 am

Is Actionable Information the New A.I.?

Breakfast Briefing:
Data Analytics & Insight

Powered by Colibrium Partners, LLC
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.

Randy Main

Senior Director, Healthcare Strategy

Colibrium Partners, LLC

View Speaker Biography

Don Searing, PhD

Senior Director, Product Development & Evangelism

Colibrium Partners, LLC

View Speaker Biography

9:00 am
9:45 am

Coffee Break in the Exhibit Hall

9:45 am
10:45 am

Designing Consumer-Centered Solutions that Scale and Deliver Value: The CXO Challenge

General Session

Katie Catlender

Chief Commercial Officer

Neighborhood Health Plan of Massachusetts

View Speaker Biography

Joan Harvey

Vice President of Consumer Health Engagement and Behavioral Health Total Health & Network

Cigna Corporation

View Speaker Biography

Mary Beth Jenkins

Senior Vice President and Chief Operating Officer

UPMC Health Plan

View Speaker Biography

Cecilia Sun

Vice President of Digital Customer Experience

Blue Shield of California

View Speaker Biography

10:45 am
10:55 am

Transition Break

10:55 am
11:40 am

Using Consumer Behavior to Power Intelligent Interventions

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Eliza Corporation

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.

Ralph Perfetto, Jr., PhD

Chief Analytics Officer

Eliza Corporation

View Speaker Biography

11:40 am
11:45 am

Transition Break

11:45 am
12:30 pm

Building Consumer Loyalty in Health Care

Concurrent Session:
Consumer Engagement & Branding

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.

Nancy Vuckovic

Director, Consumer Experience

Cambia Health Solutions

View Speaker Biography

11:45 am
12:30 pm

Game Changer: Payer-Provided ‘Concierge’ Service and Care

Concurrent Session:
Employer Health Benefits

Powered by Accenture
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.

Loren McCaghy

Director of Consumer Engagement and Product Insight

Accenture Health

View Speaker Biography

Laura Malec

Divisional Vice President, Sales Delivery Group

Health Care Services Corporation

View Speaker Biography

11:45 am
12:30 pm

Personalization 2.0: Harnessing the Power of Trusted Consumer Identity

Concurrent Session:
Data Analytics & Insight

Powered by Neustar, Inc.
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.

Julie Fleischer

Vice President of Product Marketing Solutions

Neustar, Inc.

View Speaker Biography

Christina Freeman

Director of Enterprise Media

Aetna

View Speaker Biography

11:45 am
12:30 pm

Taking Member Engagement to the Next Level

Concurrent Session:
Technologies and Tools

Powered by Zipari, Inc.
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.

Mark Nathan

Chief Executive Officer

Zipari Inc.

View Speaker Biography

Eamonn Johnston

Director, Customer Digital Strategy and Engagement, Marketing and Product Development

Horizon Blue Cross Blue Shield of New Jersey

View Speaker Biography

12:30 pm
1:30 pm

Lunch in the Exhibit Hall

1:30 pm
2:15 pm

Concurrent Sessions

1:30 pm
2:15 pm

Improving Population Health through a Ten Dimension Health Index

Concurrent Session:
Infrastructure and Business Model

Powered by ActiveHealth Management
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.

Paul Mendelowitz, MD

Senior Medical Director, Informatics

ActiveHealth Management

View Speaker Biography

1:30 pm
2:15 pm

The Evolution of Health Care: Delivering a New Retail Experience

Concurrent Session:
Data Analytics & Insight

Powered by Cognizant Technology Solutions
Companies such as Amazon, Intuit, and Netflix have set the standard for consumer experience expectations across purchasing scenarios. Because of having unsophisticated segmented experiences and decentralized consumer information, health plans are playing catchup to meet these requirements. This session will provide information on how to craft an intuitive experience, and how to capture more user data to provide personalized and contextual experiences. Attendees will learn how data can empower CX stakeholders to understand customer behavior, create better products, and increase consumer adoption.

Jay Sims

Director of Product Management

Cognizant Technology Solutions

View Speaker Biography

2:15 pm
2:20 pm

Transition Break

2:20 pm
3:05 pm

Concurrent Sessions

2:20 pm
3:05 pm

Using Data and Personalization to Impact Consumer Social Determinants of Health

Concurrent Session:
Data Analytics & Insight

Powered by LexisNexis Health Care
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.

Erin Benson

Director, Market Planning

LexisNexis Health Care

View Speaker Biography

3:05 pm
3:40 pm

Coffee Break in the Exhibit Hall

3:40 pm
3:45 pm

Transition Break

3:45 pm
4:45 pm

A Hitchhiker’s Guide to the Healthcare Galaxy 2017-2027: The Five Actions that Changed the Healthcare Landscape in America

General Session

Stephen K. Klasko, MD, MBA

President and CEO

Thomas Jefferson University and Jefferson Health

View Speaker Biography

4:45 pm
5:15 pm

What Does Innovation Sound Like?

General Session

Kai Kight

Contemporary Composer and Innovator

View Speaker Biography

5:15 pm
6:15 pm

Networking Reception in the Exhibit Hall

December 07
7:15 am
12:00 pm

Registration and Information Desk Open

Sponsored by Optum

7:45 am
8:45 am

Breakfast in the Exhibit Hall

8:45 am
9:30 am

Empowering Patients as Active Participants in the Health Care System

General Session

Archelle Georgiou, MD

Physician, Advocate, Advisor, Author

View Speaker Biography

9:30 am
9:40 am

Transition Break

9:40 am
10:25 am

Building and Sustaining a Consumer-Centric Culture

Concurrent Session:
Consumer Engagement & Branding

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.

Kristen Engelhardt

Vice President, Voice of the Customer

Salesforce.com

View Speaker Biography

10:25 am
11:00 am

Coffee Break in the Exhibit Hall

11:00 am
11:45 am

Disruption from the Inside: Bringing Amazon and Google-style Innovation to Health Care

General Session

Aaron Martin

Executive Vice President and Chief Digital Officer

Providence St. Josephs Health

View Speaker Biography

Alan Warren

CTO and Senior Vice President, Engineering

Oscar Insurance

View Speaker Biography

11:45 am
12:30 pm

Disruption On-Demand: Humanizing the Healthcare Paradigm

Closing General Session

Mehmet C. Oz, MD

Professor of Surgery at New York's Presbyterian-Columbia University; Co-founder of Sharecare; and Host of "The Dr. Oz Show"

View Speaker Biography

Jeff Arnold

Co-founder, Chairman and CEO

ShareCare

View Speaker Biography

12:30 pm
12:30 pm

Consumer Experience & Digital Health Forum Adjourns

December 05
3:00 pm
3:45 pm

A.I. Trends to Watch in 2018

Concurrent Session:
Leveraging Data Analytics and Insight

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.

Ang Sun

Chief Artificial Intelligence Officer

Cambia Health Solutions

View Speaker Biography

3:55 pm
4:40 pm

Using Data and Analytics to Drive Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Optum
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.

Teri Kaslow

Vice President of Consumer Analytics and Insights

Optum

View Speaker Biography

4:45 pm
5:30 pm

Using Financial Engagement as a Lever for Consumer Engagement

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Change Healthcare
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.

Stuart Hanson

Senior Vice President & General Manager, Consumer Payment Solutions

Change Healthcare

View Speaker Biography

December 06
10:55 am
11:40 am

Using Consumer Behavior to Power Intelligent Interventions

Concurrent Session:
Leveraging Data Analytics and Insight

Powered by Eliza Corporation

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.

Ralph Perfetto, Jr., PhD

Chief Analytics Officer

Eliza Corporation

View Speaker Biography

December 05
3:00 pm
3:45 pm

The Current State of Trust in Health Care

Concurrent Session:
Consumer Engagement & Branding

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.

Aaron Guiterman

Executive Vice President, Head of Digital Corporate & Public Affairs

Edelman

View Speaker Biography

Courtney Gray Haupt

Senior Vice President and Group Head, Health

Edelman

View Speaker Biography

3:55 pm
4:40 pm

Achieving Member-Driven Transformation

Concurrent Session:
Consumer Engagement & Branding

Powered by NTT DATA
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.

Andy Arends

Vice President, Health Plan Solutions

NTT DATA

View Speaker Biography

Matthew W. Leach

Vice President, Business Analysis and Project Management Practice

NTT DATA

View Speaker Biography

December 06
8:00 am
9:00 am

Five Consumer Insights to Drive Consumer Engagement

Breakfast Briefing:
Consumer Engagement & Branding

Powered by InstaMed
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.

Neal S. Sofian, MSPH

Director, Member Engagement

Premera Blue Cross

View Speaker Biography

Roy Wright

Senior Vice President

InstaMed

View Speaker Biography

11:45 am
12:30 pm

Building Consumer Loyalty in Health Care

Concurrent Session:
Consumer Engagement & Branding

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.

Nancy Vuckovic

Director, Consumer Experience

Cambia Health Solutions

View Speaker Biography

December 07
9:40 am
10:25 am

Building and Sustaining a Consumer-Centric Culture

Concurrent Session:
Consumer Engagement & Branding

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.

Kristen Engelhardt

Vice President, Voice of the Customer

Salesforce.com

View Speaker Biography

December 05
3:00 pm
3:45 pm

User-Centered Design: Helping Consumers Select and Manage Prescription Drugs

Concurrent Session:
Infrastructure and Business Model

Powered by Connecture, Inc.
The national conversation over rising drug prices has grown acrimonious in recent years. Cost transparency certainly plays a critical role, but in terms of the consumer’s overall shopping experience, where does user-centered design fit in? In this session, experts will walk you through how a smart and nimble user-centered approach can make a world of difference to consumers who are using technology to research, shop for, and manage prescription drugs and alternative options – ultimately helping them to make better choices. Speakers will also discuss how to leverage front-end user-centered design to engage members well beyond the point of Rx enrollment.

Jeff Surges

President and Chief Executive Officer

Connecture, Inc.

View Speaker Biography

3:55 pm
4:40 pm

Impacting Patient and Provider Engagement at the Point-of-Care

Concurrent Session:
Infrastructure and Business Model

Powered by SureScripts LLC
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.

4:45 pm
5:30 pm

Health Care CX: Managing Consumer Convergence

Concurrent Session:
Infrastructure and Business Model

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.

Lindsay Resnick

Senior Strategic Advisor

Wunderman Health

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Jill Austin

Chief Marketing Officer

Vanderbilt University Medical Center

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Neal S. Sofian, MSPH

Director, Member Engagement

Premera Blue Cross

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Patrick H. Carroll, MD

Divisional Vice President and Chief Medical Officer HealthCare Clinic

Walgreen Co.

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December 06
1:30 pm
2:15 pm

Improving Population Health through a Ten Dimension Health Index

Concurrent Session:
Infrastructure and Business Model

Powered by ActiveHealth Management
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.

Paul Mendelowitz, MD

Senior Medical Director, Informatics

ActiveHealth Management

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December 05
3:00 pm
3:45 pm

Trends to Watch in Employer Health Benefits

Concurrent Session:
Employer Health Benefits

Tracy Watts

Senior Partner

Mercer

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December 06
11:45 am
12:30 pm

Game Changer: Payer-Provided ‘Concierge’ Service and Care

Concurrent Session:
Employer Health Benefits

Powered by Accenture
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.

Loren McCaghy

Director of Consumer Engagement and Product Insight

Accenture Health

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Laura Malec

Divisional Vice President, Sales Delivery Group

Health Care Services Corporation

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December 05
3:55 pm
4:40 pm

Getting Sticky: Creating Experiences Consumers Will Actually Use

Concurrent Session:
Technologies and Tools

Powered by Welltok
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’.

Chris Hogg

Chief Operating Officer

Propeller Health

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Michelle Snyder

Chief Marketing Officer

Welltok

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Leah Sparks

Chief Executive Officer and Founder

Wildflower Health

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Jeff Semenchuk

Chief Executive Officer

Zest Health

View Speaker Biography

4:45 pm
5:30 pm

Driving Patient Engagement through Mobile Services

Concurrent Session:
Technologies and Tools

Powered by Wellframe
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.

Susan Beaton

Vice President of Provider Services, Care Management, and Risk

Blue Cross and Blue Shield of Nebraska (BCBSNE)

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Jacob Sattelmair, DSc, MSc

Co-Founder and Chief Executive Officer

Wellframe

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December 06
11:45 am
12:30 pm

Taking Member Engagement to the Next Level

Concurrent Session:
Technologies and Tools

Powered by Zipari, Inc.
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.

Mark Nathan

Chief Executive Officer

Zipari Inc.

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Eamonn Johnston

Director, Customer Digital Strategy and Engagement, Marketing and Product Development

Horizon Blue Cross Blue Shield of New Jersey

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December 06
8:00 am
9:00 am

Is Actionable Information the New A.I.?

Breakfast Briefing:
Data Analytics & Insight

Powered by Colibrium Partners, LLC
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.

Randy Main

Senior Director, Healthcare Strategy

Colibrium Partners, LLC

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Don Searing, PhD

Senior Director, Product Development & Evangelism

Colibrium Partners, LLC

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11:45 am
12:30 pm

Personalization 2.0: Harnessing the Power of Trusted Consumer Identity

Concurrent Session:
Data Analytics & Insight

Powered by Neustar, Inc.
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.

Julie Fleischer

Vice President of Product Marketing Solutions

Neustar, Inc.

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Christina Freeman

Director of Enterprise Media

Aetna

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1:30 pm
2:15 pm

The Evolution of Health Care: Delivering a New Retail Experience

Concurrent Session:
Data Analytics & Insight

Powered by Cognizant Technology Solutions
Companies such as Amazon, Intuit, and Netflix have set the standard for consumer experience expectations across purchasing scenarios. Because of having unsophisticated segmented experiences and decentralized consumer information, health plans are playing catchup to meet these requirements. This session will provide information on how to craft an intuitive experience, and how to capture more user data to provide personalized and contextual experiences. Attendees will learn how data can empower CX stakeholders to understand customer behavior, create better products, and increase consumer adoption.

Jay Sims

Director of Product Management

Cognizant Technology Solutions

View Speaker Biography

2:20 pm
3:05 pm

Using Data and Personalization to Impact Consumer Social Determinants of Health

Concurrent Session:
Data Analytics & Insight

Powered by LexisNexis Health Care
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.

Erin Benson

Director, Market Planning

LexisNexis Health Care

View Speaker Biography

Will We See You in Nashville?

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.

Conference Location
Music City Center
201 Fifth Avenue South
Nashville, TN  37203

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 Renaissance Nashville Hotel.

Hotel and Rate Information
Renaissance Nashville Hotel
611 Commerce Street
Nashville, TN 37203

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 Friday, November 10, 2017 or when the room block is sold out (whichever comes first).

Other Important Hotel Information:

  • The AHIP group rate is $229.00 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 Monday, December 4, 2017 and departure on Friday, December 8, 2017. 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

The group rate is available until the cut off, Friday, November 10, 2017 or when the room block has sold out (whichever comes first). This cut-off is a guideline and not a guarantee of availability.

HOTEL CANCELLATION POLICY

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.

SHUTTLE SERVICES TO FORUM LOCATION

Morning and afternoon shuttle service will be provided to and from the Renaissance Nashville and the Music City Center, Monday, December 4 through Thursday, December 7.  A detailed schedule will be posted in November 2017.

sales tax is 15.25%

Welcome to AHIP’s Sponsor Resource Center

Sponsor Information

Exhibitor Information

Event Attendees Information

Conference Promotion Information

AO Membership Information

Select Membership Information

Media Information

Learn About Package Offerings

SELECT LEVEL

Accenture – An AHIP Select Sponsor Logo
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Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Amgen – An AHIP Select Sponsor Logo
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Amgen is committed to unlocking the potential of biology for patients

CareCentrix – An AHIP Select Sponsor Logo
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CareCentrix drives savings, improved outcomes, and patient satisfaction

Change Healthcare – An AHIP Select Sponsor Logo
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Change Healthcare is inspiring a better healthcare system. Working alongside our customers and partners, we leverage our software and analytics

Inovalon – An AHIP Select Sponsor Logo
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Driven by data, Inovalon identifies gaps in care, quality, data integrity, and financial performance

NTT DATA – An AHIP Select Sponsor Logo
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NTT DATA is an end-to-end service provider of IT and business solutions for healthcare.

Optum – An AHIP Select Sponsor Logo
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Optum combines technology, data and expertise to power modern health care.

RxAdvance – An AHIP Select Sponsor Logo
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RxAdvance is a national full-service pharmacy benefit manager

Visiant – An AHIP Select Sponsor Logo
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ikaSystems delivers cloud/SaaS-based business automation and process solutions

Welltok, Inc. – An AHIP Select Sponsor Logo
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Welltok, Inc. is fundamentally transforming the way population health managers partner with consumers

Platinum LEVEL

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Gold LEVEL

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Silver level

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Bronze level

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