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The 11th Annual Health Plan Consumer Experience and Retention Track brings health plans together to discuss how they are retaining members through the success of their consumer experience. We have assembled the top experts to speak on creating meaningful experiences, making consumers feel special, providing transparency, integrating the latest technology, humanizing communications, educating members, listening to consumer voices, and aligning all departments on the importance of experience. Health Plans understand why consumer experience is necessary and this conference will provide them with the how, presented by nationally recognized health care executives.
Track Topics include:
- Personalized Experiences
- Latest Technology
- Omni-Channel Platforms
- Communication and Listening to the Consumer
Featured Speakers
Jonathan Burow
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Jonathan Burow
Head of Digital Experience Independent Health |
Jon is a technologist, futurist, and champion of customer experience. Jon’s career has largely been focused on healthcare, however, his technology startup and other past roles have led him to launch leading edge technology solutions in other industries such as retail e-commerce, IOT, and digital communications, serving over 10M monthly active users. Some of his past customers include AT&T;, Wide Open West (WOW), CenturyLink, Paula Deen Foods, SoftScience (from the makers of Crocs), and Intellastar. In his current role with Independent Health, Jon is focused on reinventing the healthcare consumer experience for patients and providers alike; to make care delivery more efficient, effective, and enjoyable.
Charlene Foley
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Charlene Foley
Head of Exceptional Experience Blue Cross and Blue Shield of North Carolina |
Head of Exceptional Experience for Blue Cross and Blue Shield of North Carolina (Blue Cross NC), Charlene Foley is responsible for helping drive the company’s enterprise strategy and ensuring that it forges and follows a sustainable long-term path.
In this role, Charlene’s work is focused on leading the customer experience practice to benefit nearly 4 million Blue Cross NC members and key stakeholders. Charlene knows firsthand that this business discipline requires orchestration and influence across many areas of the company. Head of Experience is both a tactical and strategic role that drives customer-centricity across the entire business to create the unified voice for all experiences created by an organization
Since joining the Blue Cross NC in 1997, Charlene has held a wide variety of leadership roles including director of community relations where she headed the company’s statewide corporate citizenship initiatives and director of marketing, where among other things, she was responsible for ensuring flawless execution of large scale business events.
Outside of work, Charlene serves on the board of directors for the foundation at Appalachian State University – her undergraduate alma mater and on the executive board for Leadership North Carolina. She also holds a master’s degree in health care administration from the University of North Carolina at Chapel Hill. A career working mother of two children, Charlene and her husband reside in their hometown of Durham, NC.
Catherine Hamilton
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Catherine Hamilton, PhD
Vice President, Consumer Services and Planning Blue Cross and Blue Shield of Vermont |
Catherine has three decades of experience working in health care management in public and not-for-profit organizations. She leads strategic planning, small group, individual and Medicare sales and service, and customer service at Blue Cross and Blue Shield of Vermont (BCBSVT). Prior to her position at BCBSVT, she worked as a regulator of health plans at the Mayor’s Office of Medicaid Managed Care and in External Affairs for the Human Resources Administration in New York City. Catherine has an academic appointment with the University Of Vermont School Of Medicine and is a lecturer in the Master’s of Public Health program. She has an undergraduate degree from Bowdoin College and holds a doctorate in public administration from New York University in health services research, policy and management. Catherine serves on the Girls on the Run Vermont board and is a certified yoga instructor specializing in yoga for the workplace.
Kathy Klingler
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Kathy Klingler
Senior Vice President; Chief Marketing Officer, Marketing, Digital Strategy, and Consumer Experience Blue Cross and Blue Shield of Massachusetts |
Kathy is Senior Vice President and Chief Marketing Officer for Blue Cross Blue Shield of Massachusetts, the Commonwealth’s largest private health plan and one of the largest independent, not-for-profit Blue Cross Blue Shield plans in the country. We serve nearly 3 million members and are rated among the nation’s best health plans for overall member satisfaction and quality.
Kathy leads our brand, consumer experience, digital strategy and marketing teams, who are focused the diverse needs of our customers, members, and key business partners. Through the transformation and alignment of these teams, she is responsible for delivering innovations in marketing and communications that meet the ever-changing needs of the consumer in a digitally-evolving marketplace.
She is responsible for managing our brand and ensuring our brand strategy aligns to our corporate mission of becoming a more consumer-centric company focused on access, affordability and unparalleled consumer experience. She also leads our market insights strategies, including our unique listening community and our Net Promoter Score research, to ensure our customers and members have a voice have in driving future advancements that matter.
Kathy joined the company in February 2017, bringing with her over 25 years of experience transforming marketing organizations across multiple industries. Before joining Blue Cross, Kathy served as SVP and Chief Marketing Officer at Kaplan Higher Education, where she was responsible for aligning the national brand to the company’s student focused strategy and commitment to improving graduation and job placement. She led the “digital first” marketing approach focused on student acquisition, retention, engagement aligned to the lifetime value of a student. Kathy was also the EVP and Chief Marketing Officer of Santander Bank, where she led brand management, marketing, communications, sponsorships, community affairs and public relations for the U.S. division. Kathy led the bank-wide rebranding from Sovereign Bank to Santander and the platform to drive differentiation in the future. Prior to that, Kathy held senior marketing positions for several financial services organizations, including Fidelity Investments, John Hancock Financial Services and was a senior consultant with KPMG in both the United States and London.
She serves as a member of the Executive Board of Horizons for Homeless Children, Executive Board of the Ad Club of Massachusetts and the Board of WGBH.
Mitch Kocen
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Mitch Kocen
Staff Writer Geisinger Health Plan |
Kevan Mabbutt
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Kevan Mabbutt
Senior Vice President and Chief Consumer Officer Intermountain Healthcare |
Kevan is a global leader in customer experience with an impressive track record of inspiring and developing best-in-class consumer outcomes for brands like Disney, Discovery Channel, and the BBC. He is superbly qualified to lead efforts to identify what customers and patients need and expect, and evolve capabilities to create and deliver consistent, customer-centered, digitally enabled experiences for them. Kevan was previously at The Walt Disney Company, where he served as the Global Head of Consumer Insight, based in Los Angeles, California. He led the transformation and development of Disney’s theme park, cruise line, resort, retail, and digital experiences in the U.S., Europe, and Asia. He was instrumental in defining and optimizing the guest experience at Disney’s first theme park in mainland China (Shanghai Disney Resort opened in 2016). He also oversaw the expansion of Disney, Pixar, Marvel, and Star Wars brands globally. Prior to Disney, Kevan held global marketing and analytics leadership roles at Discovery Channel and the BBC and served as a consultant to media companies in the Middle East and Europe. He was also a member of Deloitte’s consumer practice. In that role he developed strategies to attract, retain, and satisfy customers in the banking, transportation, and retail sectors.
Amy N. Swanson
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Amy N. Swanson
Vice President, Marketing, Advocacy, and Member Experience UnitedHealthcare Community Plan of Ohio |
Amy Nicholls Swanson is Vice President of Marketing, Advocacy and Member Experience. Amy leads our 15-member Sales and Marketing team, Member Advisory Council and Connected Advisors, and oversees all of our foster and adoptive children initiatives, member engagement and advocacy strategies. She works with the entire team to help us establish and foster our media and public policy advocacy agenda; partner with key leaders, organizations and grassroots initiatives that advance our understanding of the populations that we have been granted the opportunity to serve; and she helps us grow and sustain our business to meet the needs of Ohio citizens.
She serves as an Innovative Champion, UnitedHealthcare Culture Ambassador, coach in the Emerging Leadership Program, and is a member of the ELITE Team and UnitedHealthcare PAC Chairman’s Circle. Since joining us in the Fall of 2012, she as completed: Senior Executive Leadership Training; National Sales Field Marketing Training; Adaptive Leadership, and Value Based Leadership. Recently, Amy led the efforts to secure new business in serving the Ohio Bridges Program and received the “Striving for Excellence Award” from the Faith Thomas Foundation in Columbus, Ohio.
Amy has a background in government and community relations and joined us after serving for 10 years as CEO of Voices for Ohio's Children, the leading advocacy organization for advancing policy, programs and services to meet the needs of all children and their families across our state. She is an expert in government affairs, strategic communications and planning, grassroots organization development, advocacy initiatives and volunteer management. She has served on a multitude of elected and appointed Board activities, at the state and federal levels, and has experience working with local and community based organizations throughout Ohio.
Amy holds a bachelor of arts in Political Science from the University of Akron with a certificate of Applied Politics from the Ray C. Bliss Institute of Applied Politics, and a master's in public administration, also from the University of Akron. She is a Board Member of March of Dimes, volunteers for Wadsworth Lacrosse Club and enjoys spending time with her two children, Holden and Carlin.
Kristen Terlizzi
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Kristen Terlizzi
Maternal Health Advocate; Co-Founder National Accreta Foundation |
Kristen Terlizzi is a maternal health patient advocate and co-founder of the National Accreta Foundation. In 2014 Kristen spent two months postpartum in the hospital due to complications of placenta accreta, a life threatening pregnancy complication requiring attentive multidisciplinary care. She now shares her patient story to illustrate how a severe medical event can still have a positive patient experience. Kristen’s patient story has been featured in numerous publications such as Vox Media, the Wall Street Journal, and people.com and her medical case report is published in the official journal of the American Congress of Obstetricians and Gynecologists (ACOG). She is passionate about utilizing patient storytelling as a tool to increase engagement in quality improvement. Kristen has been quoted as a maternal health patient expert in NPR & ProPublica’s ‘Lost Mothers’ series, was the recipient of the 2017 Patients’ View Institute Impact award and served as a 2018 Patient Advocate for the Patient Safety Movement Foundation. Kristen speaks at events for patient experience and safety, hospital leadership, and quality initiatives.
The PDF brochure for the 11th Annual Health Plan Consumer Experience and Retention Track is now available. Download it now
Participating Organizations
Gold Partner
Broadridge Financial Solutions, Inc.
Broadridge provides advanced communications, technology, data, and analytics solutions for health care services and the industry.
Healthcare
Improve the member and patient experience across the wellness journey
- https://www.broadridge.com/customer-communications/healthcare/enhance-marketing-and-sales-empower-agents-and-brokers-and-engage-members/
- https://www.broadridge.com/customer-communications/healthcare/onboard-members-with-personalized-experiences-and-documents-including-id-cards-and-welcome-kits/
- https://www.broadridge.com/customer-communications/healthcare/make-an-impact-with-your-correspondence-statements-bills-and-wellness-programs/
- https://www.broadridge.com/customer-communications/healthcare/optimize-and-customize-patient-communications-including-statements-explanation-of-payment-and-claims/
- https://www.broadridge.com/customer-communications/healthcare/achieve-optimal-results-with-a-dedicated-team-of-consulting-experts/
Carrot Health
Carrot Health provides consumer data-driven insights that engage populations, improve health, and optimize performance. Our Software-as-a-Service platform, Carrot MarketView, delivers analytics and predictive modeling to understand who your customers are, what they want, and how best to engage them.
CEMOSoft LLC
CEMOSoft LLC introduces to Connect 19 their new Cloud SAAS platform “PatNX” - Patient Engagement and Experience for healthcare allows for newer ways to engage patient, manage patient record, and integrate information across systems. PatNX allows Patient, Physician, Provider to access health record simultaneously and addresses healthcare practioners’ # 1 call to action: “Need a single view of the patient record that is easily accessible, anytime, anywhere” **. CEMOSoft can be integrated with CMS/ONC and 3rd party systems using EDI/APIs. CEMOSoft helps builds the big data for future healthcare marketing programs, such as D2C, Personalized Medicine etc.
Cogito
Cogito provides human aware technology to help professionals elevate their performance. Cogito’s AI instantly analyzes hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. The technology is augmenting the emotional intelligence of thousands of agents in the world’s most successful enterprises – improving sales results, delivering world-class service and enhancing quality of care. Cogito is a venture-backed software company located in Boston, MA.
Learn More at www.cogitocorp.com
Gorman Health Group
About Gorman Health Group | Gorman Health Group (GHG) is a leading consulting and software solutions firm specializing in government health programs, including Medicare managed care, Medicaid, and Health Insurance Marketplace opportunities. Since 1996, our unparalleled teams of subject matter experts, former health plan executives, and seasoned healthcare regulators have been providing strategic, operational, financial, and clinical services to the industry across a full spectrum of business needs. Further, our software solutions have continued to place efficient and compliant operations within our clients’ reach. Learn more at www.gormanhealthgroup.com and follow us on LinkedIn and Twitter @gormanhealth.
About Convey Health Solutions | Convey Health Solutions is a specialized healthcare technology and services company that is committed to providing clients with healthcarespecific, compliant member support solutions utilizing technology, engagement, and analytics. The company’s administrative solutions for government-sponsored health plans help to optimize member interactions, ensure compliance, and support end-to-end Medicare processes. By combining its best-in-class, built-for-purpose technology platforms with dedicated and flexible business process solutions, Convey Health Solutions creates better business results and better healthcare consumer experiences on behalf of business customers and partners. The company’s clients include some of the nation’s leading health insurance plans and pharmacy benefit management firms. Their healthcare-focused teams help several million Americans each year to navigate the complex Medicare Advantage and Part D landscape. To learn more, please visit www.ConveyHealthSolutions.com.
HealthSparq™
HealthSparq empowers people to make smarter health care choices by providing the cost and quality information they need to truly compare health providers and services. By enabling people to see the total costs of care (pre- and post-procedure included) for more than 400 medical treatments based on their individual health plan, comparison shop for procedures and providers, review quality ratings, and learn about alternative care options, HealthSparq is helping people navigate the health care system and shop for health care as they never have before.
Since our founding in 2008, from our home in Portland, Oregon, HealthSparq has grown to serve 70 health plans and their 72 million members nationwide. Interested in joining a health care revolution? Contact us at www.healthsparq.com or tweet us @HealthSparq
HealthTech Magazines
HealthTech Magazines is a Delaware based healthcare technology publication started with an intention to build a robust platform for healthcare technology executives to share their thoughts about the technologies which are driving the healthcare industry. We are aiming to create a single network for all healthcare professionals to connect each other and share their opinions about technology advancements in healthcare, the Do’s and Don’ts before & after bringing technology into a healthcare premise. The Executive Spotlight section of our magazine will have articles and interviews given by technology leaders from leading healthcare facilities which would help healthcare CIOs in making right technology decisions.
www.healthtechmagazines.comHealthTrio
HealthTrio, a leading Software-as-a-Service provider for the healthcare market, is dedicated to web-based solutions that improve experiences in value-based care, data integration, care coordination, and member and provider engagement. As the first to market a portal solution nearly twenty years ago, HealthTrio has been a longstanding leader in building elegant, advanced solutions, all purposefully designed to help simplify the intricate healthcare landscape. Drawing together systems and stakeholders across the care continuum, HealthTrio partners with Medicaid, Medicare, Commercial and provider-sponsored customers to deliver robust, modular solutions that increase transparency, communication and collaboration. HealthTrio’s innovative technology solutions decrease costs while increasing access, supporting care and improving outcomes.
InComm
InComm Healthcare & Affinity is wholly owned subsidiary of InComm. By combining our point-of-sale and directed-spend payment capabilities with InComm’s wide-reaching distribution and redemption network, InComm Healthcare & Affinity builds innovative and intelligent methods of driving member engagement and brand awareness. Learn more at www.incommiha.com
Insightin Health
Insightin Health is the industry’s only single platform which provides a complete personalized member engagement for each steps of the health care journey. The core platform combines medical, clinical, cognitive, and social determinants of health to recommend the Next Best Action (NBA) for each person. Health plans can improve quality measurements, gain higher member satisfaction, and increase member retention. The simple integration and easy to use platform creates an effective shift towards healthier population for the health plans.
Lumeon
Lumeon works with leading healthcare providers to deliver digital care pathway experiences that keep patients informed, engaged and on track, while efficiently tasking teams.
Its award-winning Care Pathway Management (CPM) platform orchestrates patient journeys in real-time, using interactive and automated communication workflow to provide the best possible care experience, from first outreach to final outcome.
Whether it is reducing no-show rates by up to 70% or increasing revenue by millions of dollars, providers have the option to start small (e.g. appointment reminders) and build out (e.g. PROs, recall, RX refills, device integration and more).
Mad*Pow
Mad*Pow leverages strategic design and the psychology of motivation to create innovative experiences and compelling digital solutions that are good for people and good for business. Mad*Pow is a purpose-driven organization that strives to work on projects that promote health, financial wellbeing, and social impact. Since 2000, Mad*Pow has been collaborating with clients to make a positive influence on people’s lives and solve real world problems.
Mad*Pow INSIGHTSManaged Care
Managed Care delivers high-interest analysis and articles through original research and writing. Its editorial mission is to advise managed care executives, physicians, and pharmacists on the integration of the business and medical aspects of the rapidly changing managed care market. A strict fact-checking and peer-review process ensures the accuracy and relevance of editorial content. For more information, please visit: www.managedcaremag.com
ONeil Digital Solutions
O’Neil Digital Solutions is a leader in marketing and member communications services for the managed healthcare industry. O’Neil specializes in the creation, management and delivery of member communications. Solutions include document composition, document management and document delivery in any delivery channel the member chooses. O’Neil’s Omni-channel platform is the perfect solution for Pre & Post Enrollment Communications, Sales kits, Compliance Mailings, EOB’s and Provider Directories. Clients are able to increase member satisfaction and eAdoption rates through the use of preference management tools data analytics, and document delivery, that helps improve member satisfaction and loyalty.
O’Neil’s suite of self-service web portals, called ONEsuite, empower clients to create, manage and deliver effective marketing and compliance documents on demand.
- The Value of the Medicare Plan Star Rating
- How Healthcare Organizations Can Improve their Net Promoter Score
- O’Neil Digital Solutions Launches New Enrollment Kit Platform for Healthcare and Financial Industries:
- The Value of Omni-channel Communication in Healthcare
- O’Neil Launches New Document Management and ePresentment Platform
Optum
We provide health services across the health care system.
At Optum®, we help individuals and families get high-quality care and manage their prescriptions and health care dollars. For industry organizations, health plans and providers, we deliver innovative solutions to tackle the biggest challenges in health care.
Quadient
Quadient helps companies deliver meaningful interactions with current and future customers. A Neopost Digital Company, the Quadient portfolio of technology enables organizations to create better experiences for their customers through timely, optimized, contextual, highly individualized, and accurate communications for all channels. Our solutions bring together and activate the entire organization in the name of customer experience, through better collaboration and visibility into the customer journey. Quadient supports thousands of clients and partners worldwide in the financial services, insurance and service provider industries in their quest to achieve customer experience excellence via mobile, digital, social media and print technologies.
Rx Savings Soutions
Rx Savings Solutions offers an innovative, patented software system empowering employers and employees to be educated consumers of healthcare. Founded and operated by a team of pharmacists and software engineers, Rx Savings Solutions supports a collaborative, cost-saving solution for purchasing prescription drugs. Using their clinical backgrounds, Rx Savings Solutions delivers proactive personalized recommendations on ways to optimize therapies to members, while achieving proven savings results for self-insured employers, employees and health plans.
Sonifi
SONIFI Health delivers an interactive patient engagement and education platform proven to enhance patient experience, promote healthy outcomes and increase staff productivity. We simplify technology by offering one platform to deliver: interactive TV, mobile/BYOD, in-room tablets, web portal, digital whiteboards, digital signage, wayfinding and more. SONIFI Health focuses on user-centric design and expert-led enterprise implementations with scale that leads the industry.
Press Releases
LOS Study Press Release (5/7/19):
Study Reveals SONIFI Health Patient Engagement Platform Contributes to Reduced Hospital Length of StayHCAHPS Press Release (2/11/19):
Study Confirms Sustained Positive Impact of Interactive Patient Engagement SolutionDigital Whiteboard Press Release (2/5/19):
Digital Whiteboard Solution Delivers Hospitals Measurable Benefits According to New SONIFI Health Study