8:30 am

Whole health is driven by a myriad of factors, many beyond an individual’s control. Tailor experience programs at any stage of operation to help members achieve and maintain optimal health in light of social determinants and health disparities. Customize programs to utilize predictive analytics and individualized member data for better population health and glean a better understanding of behavior in your markets by utilizing data to develop actionable interventions that motivate sustainable behavior change.

  • Discover techniques to identify and use influencers to personalize experience programs for increased traction
  • Explore strategies to inform, remind, and persuade members to drive sustainable behavior changes
  • Leverage exclusive plan capabilities and product offerings to positively impact population health
  • Plus! Hear insights from our Consumer Experience panel sponsored by HealthSparq
Berny Gould, RN, MNA
Senior Director, Quality, Hospital Oversight and Equitable Care, National Health Plan and Hospital Quality
Kaiser Permanente

Alison Greco
Alison Greco
Director of User Experience Design and Research
HealthSparq

Juan Lopera
Juan Lopera
Vice President of Marketing, Public Plans
Corporate Business Diversity Officer
Tufts Health Plan

8:30 am

Promoting patient experience will always be the right thing to do, but as health care transitions to value-based care, experience will become an ever greater organizational priority. In this era of almost limitless patient choice, leveraging value-based strategies will improve your patients’ perception and experience – allowing them to continue choosing your organization- while simultaneously benefiting from how experience efforts can reduce wasteful spending and improve quality of care. In this workshop, examine how various principles of value-based care directly relate to the patient experience, and outline ways to use valuebased care initiatives to help shape the future of your engagement strategies.

  • Design ‘people experiences’ to more fully impact patient and employee experience by engaging all parties involved in patient touch points, from experience and engagement to safety and quality
  • Deliver a consistent experience by aligning experience at the individual site level to ensure coordination across systems, especially when mergers or new partnerships arise, to ensure patient satisfaction and clarity throughout their experience
  • Structure feedback from inpatient stays to modify your workflows and keep satisfied patients in your system or practice
  • Understand how quality metrics in payment models relate to patient experience initiatives to identify opportunities for increased reimbursement
  • Design care coordination to improve outcomes and benefit from value-based reimbursement through facilitating improved outcomes while reducing wasteful health care spending
Megan King
Megan King
Director, Patient Experience
Geisinger

Melissa Kupiec
Melissa Kupiec
Director, Patient Experience
Steward Health Care System

Jodi Larson
Jodi Larson, MD
Chief Quality and Experience Officer
Newton-Wellesley Hospital

Deborah Pesanka
Deborah Pesanka, MS, BSN, RN
Senior improvement Specialist, Patient Experience
UPMC

8:30 am

Relatable, authentic stories resonate with patients and providers alike and are more likely to create emotional appeals with a lasting impression. Captivate customers with consistent, genuine stories that communicate brand value and promote strategic partnerships that hold value to your market.

  • Create emotional connections with patients through marketing, branded content, and communications
  • Learn to create personal messaging with mass audience appeal
  • Harness triggers to connect with patients at the right time and place, on the right platform, with the right content messaging

Try it! Practice storyboarding narratives to include clear, compelling calls to action to exercise innovative storytelling tactics and emotional approaches to use in your next campaign

Andrew Hall
Andrew Hall
Director, Communications
Healthstat, Inc

Jannienne Jones Verse
Jannienne Jones Verse, MBA
Vice President, Brand Management
Geisinger