Washington, D.C.

Nashville, TN


Health Care CX: Managing Consumer Convergence

Concurrent Session:
Thursday, June 8
9:45 – 10:30 am

We’re all health care consumers, purchasing everything from aspirin to prescription drugs to fitness wearables. As a 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
Executive Vice President
View Speaker Biography


Jill Austin
Chief Marketing Officer
Vanderbilt University Medical Center
View Speaker Biography


Brad Fluegel
Senior Vice President, Chief Healthcare Commercial Market Development Officer
Walgreens Boots Alliance
View Speaker Biography


Neal S. Sofian, MSPH
Director, Member Engagement
Premera Blue Cross
View Speaker Biography