The Cost of Health Care System Complexity

  • August 24, 2021
  • 1:00 PM – 2:00 PM ET
  • Online

Accenture analysis shows that health care system literacy among U.S. consumers is low, and the problem is only getting worse. The complexity of the system is driving significant, avoidable medical and administrative costs, including approximately 50 billion dollars in Emergency Department spend annually. Health insurance providers are uniquely positioned to deliver better member experiences and drive affordability by tackling the root causes of health care system complexity.

The session will dive into analysis of health care system literacy and its impacts, and identify opportunities for health insurance providers to enhance member experiences and manage costs by removing unnecessary complexity.

Attendees will learn about:

  • Consumer health care system literacy trends and drivers
  • Impacts of low health care system literacy on utilization and cost
  • Opportunities to simplify health care to achieve consumer experience and affordability goals


Renee Ghent
Chief Digitalization Officer

As Aetna’s Chief Digitalization Officer, Renee Ghent is charged with reimagining and reinventing the constituent experience across Aetna through data and digital technologies. With her extensive experience in IT and digital solutions, she is committed to embedding a digital first mindset across the organization that empowers innovation, collaboration and agile ways of working to achieve business goals and meet the needs of our members, providers, plan sponsors, brokers and colleagues.

Shawn Wagoner
Chief Revenue Officer
Bind On-Demand Health Insurance

Starting in 2016, Shawn and a small group of innovators at Bind started taking traditional health insurance apart and built from scratch a full stack personalized health plan. The Bind solution reverses doctor-centric health insurance models and instead provides an intuitive fit between health insurance and the way people actually use health care. With Bind, people can see and compare their options and related costs before they select care and can adjust their coverage if desired.

Previously, Shawn led a health care technology company that managed patient transitions and was part of the management team of Carol Corporation, acquired by UnitedHealth Group. Shawn has also served as an officer in the U.S. Army and is an Iraq War veteran. Shawn is a graduate of the United States Military Academy at West Point and earned his MBA from the Harvard Business School.

JP Stephan
Managing Director and Health Customer Engagement Lead

JP leads Accenture’s Health Customer Engagement Consulting Practice, serving providers, health insurers, pharmacies, and pharmacy benefit managers.  He helps clients transform their customer and digital experiences across the functions of marketing, product, sales, patient access, and service.  JP is responsible for Accenture’s Consulting resources in this practice and developing industry research, thought leadership, solutions, and alliances.

JP is passionate about dramatically improving the way individuals experience health and healthcare.  His experiences include more than 20 years of healthcare and customer engagement experience.  He has published more than 15 thought leadership pieces on the topic of Customer Engagement and Digital Health, frequently presents at industry conferences, and has been quoted in various media publications, such as the Harvard Business Review, Forbes, Modern Healthcare, and Health Leaders.

Julian Feeley
Business Strategy Manager

Julian is a Business Strategy Manager focused on healthcare growth and innovation. He develops analytic-driven strategies with clients ranging from health systems and Accountable Care Organizations, to payers and health technology players. His areas of depth are provider market growth, care model innovation, value-based care, and health consumer engagement.