Continuing Quality and Process Improvement in a Virtual Work Environment

  • December 01, 2020
  • 12:00 PM – 1:00 PM ET
  • Online

COVID-19 and the need to “distance” ourselves is having a major impact on the way we work and conduct business today. The concept of a predominantly remote workforce is becoming the “new normal”. Overcoming the challenge to implement quality and process improvement methods in a virtual/remote environment is critical for health insurance providers.

This webinar will provide examples and best practices for implementing quality and process improvement in the virtual/remote work environment.

Attendees will learn:

  • What are LEAN methods of continuous quality and process improvement?
  • How do you effectively use these methods in a virtual/remote work environment?
  • How to use available virtual tools to connect leaders and team members focusing on quality and process improvement


Dr. Bradley Gilbert
Former Heath Plan CEO and Director of the California
Department of Healthcare Services (DHCS)

Dr. Gilbert has more than 31 years of experience in public health and managed care leadership. His most recent experience was with the California Department of Health Care Services, where he served as Director for four months in early 2020. His longest tenure was at Inland Empire Health Plan (IEHP) where he served as Chief Executive Officer. IEHP is an award winning, innovative, not-for-profit Managed Care Plan serving 1.24 million Medi-Cal and Medicare/Medi-Cal Members in Riverside and San Bernardino Counties in California. Dr. Gilbert and IEHP received many honors and awards for their care and service to their enrolled Members, Providers and IEHP Team Members.

Prior to IEHP Dr. Gilbert served as the Director of Public Health/Health Officer for San Mateo and Riverside Counties, leading positive changes for public healthcare in those communities. He also has interesting clinical and leadership experience in jail medicine, substance use disorder treatment center, Kaiser Permanente, and private practices.

He and his wife enjoy hiking, traveling, gardening and visiting their children and grandchildren.

Craig A. Weathers
North American Payer Leader and Partner
Simpler Consulting, IBM Watson Health

Craig leads quality and performance improvement efforts for several large health insurance providers in North America, including Inland Empire Health Plan in California. He coaches executives and leaders to develop key strategies that drive better performance in NCQA 5 STAR ratings, as well as improving end-to-end back office functions such as Claims, Finance, E&E, clinical processes and Call Center service and flow.

Craig helps payer executives and leaders put operational strategies in place that ultimately improves HEDIS and CAHPS scores (without just “checking the box’). He believes that fixing processes by ELIMINATING waste will “make it easy” for Members and Providers to interact and do business with health plans. Craig also works closely with the IBM Watson team to explore technical tools that support and compliment payer process improvement efforts.