Driven by both federal and private insurer quality payment initiatives as well as consumer demand, the U.S. health care industry continues to enhance its consumer engagement business model. Improving consumer engagement is an important health care strategy – to reduce costs, achieve quality improvement and better outcomes, improve Medicare and Medicaid payments, and attract and retain customers. But in 2019, health insurance providers continue to struggle to execute, align, integrate, and manage these projects. Numerous competing priorities continue to split investment dollars, leaving health care insurance providers with limited resources and technologies to rapidly respond to consumer demands. On average, 2019 budgets are reportedly static, requiring that more be done with fewer resources.
There are innovative technology strategies that address consumer demands while optimizing for technology costs and speed to market. Many of these strategies have already been tested and proven in financial services and banking, offering powerful lessons for the health care industry.
Janice Young is a 25-year veteran of the health care industry with deep expertise in the use of technology to improve customer engagement, business results and operational excellence. Young has held leadership positions at Pegasystems, Gartner, Mercer and Blue Cross Blue Shield of Massachusetts. In each and every one of these roles, she led business and technology research strategies that fueled marketing and delivery for health care payer and payer/provider market segments.
Young is dedicated to helping health care stakeholders understand that customer experience can drive top-line growth and customer loyalty in an age of “single use” relationships. “While healthcare has made some progress in adopting these digital age customer service practices into sales and transaction service processes,” she explains, “there exists a much larger and more significant customer service opportunity: care and health management.”
Young’s research and consulting work focuses on solutions to improve market positioning, consumer engagement, product development, and aligning tech strategies with business value.
The founder and principal of Boston-based JWY Consulting, Young holds a Bachelor of Science and a Master of Health Sciences from Johns Hopkins University.
Sr. Director, Capital One Technology
Capital One Financial
Prescott Nichols is the Senior Director of enterprise data portfolio and risk management for Capital One Financial, a diversified bank that offers a broad array of financial products and services to consumers, small businesses and commercial clients in the United States, Canada and the UK. Nichols serves on the Enterprise Technology Leadership Team and reports to the Chief Data Officer.
Nichols joined Capital One in 1999 as a brand manager in what was then the company’s wireline and wireless telecom division. In the 20 years since, he has held a number of positions in marketing, HR, operations and technology. Today he is accountable for the successful transformation of Capital One’s data environments, including governing Lean and Agile practices, portfolio management, workforce analytics, talent, performance management and delivery strategy.
Prior to joining Capital One, Nichols worked at USAA, Philips Business Information, MCI/Verizon and Urban & Associates Consulting. He was also a principal founding member of Interactive Electric Imagery (IEI).
Nichols is involved with several initiatives that aim to improve access to science and technology learning in elementary and middle schools and serves as a principal member of Autisim@Work, which seeks to improve access and accommodations in the workforce for individuals on the Autism spectrum.
Nichols holds a Master of Business Administration from the college of William and Mary and a bachelor’s degree in Mass Communication from Saint Bonaventure University. He lives in Chesterfield, Virginia, with his wife and two children.
Chief Technology Officer
Ryan joined SingleStone as a software engineer in 2002. Since then, he has played an integral role in shaping the company’s technology solutions. Ryan’s technical experience offers him a unique perspective to approaching client work and has enabled him to lead tech teams, establish SingleStone’s Cloud and DevOps business, and launch Reverb, the company’s training brand.
Ryan is a rare breed of technology leader. He’s an engineer at heart, but also has a keen eye for design and business strategy. Ryan is also a forward thinker and always keeps an eye on emerging technologies and tools.
One of Ryan’s greatest passions in life is teaching. Whether he’s teaching design students at Virginia Commonwealth University, leading Reverb workshops, mentoring at Startup Virginia, or working directly with the SingleStone team, he’s always looking for ways to inspire others to learn.
Ryan enjoys spending time with his wife, daughter and son. In his free time, he enjoys pick-up basketball games, live music, and fine-tuning his skills as an amateur chef.