View Agenda | Member Engagement & Experience Symposium | A RISE Health Conference

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Past Agenda

Monday - August 5, 2024

8:00 AM 9:00 AM

7:00 AM 8:00 AM

6:00 AM 7:00 AM

5:00 AM 6:00 AM

Registration Desk Opens and Networking Breakfast

8:00 AM 6:00 PM

7:00 AM 5:00 PM

6:00 AM 4:00 PM

5:00 AM 3:00 PM

Exhibit Hall Open

9:00 AM 9:10 AM

8:00 AM 8:10 AM

7:00 AM 7:10 AM

6:00 AM 6:10 AM

Welcome Remarks

Kent Holdcroft, Chief Growth Officer
Healthmine

9:10 AM 10:00 AM

8:10 AM 9:00 AM

7:10 AM 8:00 AM

6:10 AM 7:00 AM

Operationalizing Our Values

  • Explore how to execute on your health plan’s values, keeping member experience and quality of care at the center of your work 
  • Identify strategies to engage members, internal staff, and external partners in your value-driven initiatives 
  • Discover how a health plan moved the member experience needle by operationalizing one of their core values  

April Kennedy, Program Manager Consultant, CAHPS Member Experience
Blue Shield of California

Katie Lanza, Manager, Medicare Stars
Blue Shield of California

 

10:00 AM 10:50 AM

9:00 AM 9:50 AM

8:00 AM 8:50 AM

7:00 AM 7:50 AM

An Organization-Wide Approach to Member Engagement

  • Discuss strategies for aligning your entire organization to meet member experience and engagement goals 
  • Leverage the spotlight CMS has placed on health equity and member experience to create a top-down organization-wide culture of spectacular customer service for all members 

Darren Wethers, MD, CPE, CEO
Wethers Consulting, LLC

 

Nikki Hungate, MHA, EdD, Principal/Owner
Brightstar Health Solutions, LLC

Tina Dueringer, RN, BSN, CCM, PCC, Vice President Clinical and Quality
Rebellis Group

10:50 AM 11:10 AM

9:50 AM 10:10 AM

8:50 AM 9:10 AM

7:50 AM 8:10 AM

Networking Break

11:10 AM 12:00 PM

10:10 AM 11:00 AM

9:10 AM 10:00 AM

8:10 AM 9:00 AM

Making “Trust” a Strategic Advantage

  • Discuss why trust is critical to build, measure, and increase engagement 
  • Consider proven tactics that help improve trust in healthcare 
  • Learn how to measure member and provider trust 

Rex Wallace, Principal
Rex Wallace Consulting, LLC

Luis Cerda, Senior Consultant
Rex Wallace Consulting

12:00 PM 1:00 PM

11:00 AM 12:00 PM

10:00 AM 11:00 AM

9:00 AM 10:00 AM

Networking Lunch

1:00 PM 1:45 PM

12:00 PM 12:45 PM

11:00 AM 11:45 AM

10:00 AM 10:45 AM

How to Turn the New CMS Benefit Rules and Star Ratings into a Growth Opportunity

  • Learn why engaging early and often helps members feel guided, supported, and valued, and how to prioritize outreach to maximize the utilization of benefits most correlated to retention, NPS, and health outcomes  
  • Recognize how to optimize for the action you want by leveraging data to make your communications to members far more targeted, heading off underutilization at the pass  
  • Leverage AI/predictive analytics into the member experience to help understand where the member is on their health journey to personalize content and calls to action to help drive them take next steps 
  • Discover the added value of driving greater benefit utilization, including helping plans meet new Star and Health Equity Index requirements 

Bill Phillips, Chief Strategy & Performance Officer
Linkwell Health

Christine McKinney, VP Marketing and Member Experience 
Blue Shield of California

Tina Dueringer, RN, BSN, CCM, PCC, Vice President Clinical and Quality
Rebellis Group, LLC

1:45 PM 2:30 PM

12:45 PM 1:30 PM

11:45 AM 12:30 PM

10:45 AM 11:30 AM

Best Practices on Improving CAHPS and Member Experience with Predictive Analytics

  • Create and deploy a year-round member-centric engagement system
  • Leverage member experience insights for clinical programs, wellness strategies, and retention
  • Engage and enable your providers systematically to become a member experience first organization

Saeed Aminzadeh, Chief Executive Officer
Decision Point

Migdalia de Jesus, Member Experience Lead
Medical Card System

2:30 PM 2:50 PM

1:30 PM 1:50 PM

12:30 PM 12:50 PM

11:30 AM 11:50 AM

Networking Break

2:50 PM 3:35 PM

1:50 PM 2:35 PM

12:50 PM 1:35 PM

11:50 AM 12:35 PM

Panel: Meeting the Member Where They Are

  • Consider innovative new ideas for engaging members at supermarkets, pharmacies, schools, sports, and beyond 
  • Rethink engagement incentives to ensure they align with the different needs of various member populations 
  • Consider the role of new technology and community support in in-home assessments and preventative care 

Moderator:
Rafi Cices, Head of BOI, Coding & Billing
Cityblock

Panelists:
Melissa Smith, Founder, Senior Advisor
Newton Smith Group

LeAnna Pierson, Director of Member Engagement
Blue Cross Blue Shield of Minnesota

Vanessa Robson, Account Executive, Healthcare Practice
Relay Network

3:35 PM 4:20 PM

2:35 PM 3:20 PM

1:35 PM 2:20 PM

12:35 PM 1:20 PM

Transformative Strategies for Maximizing Health Risk Assessment Response Rates

  • Navigate the synergies between member engagement strategies and HRA functions
  • Explore actionable insights and real-world examples to revolutionize your health plan's approach to member interaction
  • Leave with a robust toolkit of strategies, technology insights, incentives, and best practices to enhance HRA response rates

Ana Handshuh, Principal
CAT5 Strategies

Dwight Pattison, Executive Advisor
Healthmine

 

4:20 PM 5:00 PM

3:20 PM 4:00 PM

2:20 PM 3:00 PM

1:20 PM 2:00 PM

Roundtable Discussions

Participate in a facilitated roundtable discussion and deep dive with peers on timely topics in the industry. 

Vendor Oversight
Moderator: Rex Wallace, Principal
Rex Wallace Consulting, LLC

CAHPS Success Through the IRA
Moderator: Melissa Smith, Founder, Senior Advisor
Newton Smith Group

Improving Access to Care
Moderator: Luis Cerda, Senior Consultant
Rex Wallace Consulting

Maximizing Network to Improve Engagement
Moderator: Shannon Decker, M.Ed., MBA, PhD, Principal
VBC One

Using HOS as a Bellwether for Improving Member Experience & Engagement
Moderator: Ana Handshuh, Principal
CAT5 Strategies

Driving Seamless Experiences Throughout the Member Journey
Moderator: Tina Dueringer, RN, BSN, CCM, PCC, Vice President Clinical and Quality
Rebellis Group, LLC

5:00 PM 6:00 PM

4:00 PM 5:00 PM

3:00 PM 4:00 PM

2:00 PM 3:00 PM

Networking Cocktail Reception

Join us for drinks, hors d’oeuvres, and face-to-face networking with peers.

Tuesday - August 6, 2024

7:45 AM 8:45 AM

6:45 AM 7:45 AM

5:45 AM 6:45 AM

4:45 AM 5:45 AM

Registration Desk Opens and Networking Breakfast

7:45 AM 1:15 PM

6:45 AM 12:15 PM

5:45 AM 11:15 AM

4:45 AM 10:15 AM

Exhibit Hall Open

8:45 AM 9:00 AM

7:45 AM 8:00 AM

6:45 AM 7:00 AM

5:45 AM 6:00 AM

Welcome Remarks

Kent Holdcroft, Chief Growth Officer
Healthmine

9:00 AM 9:45 AM

8:00 AM 8:45 AM

7:00 AM 7:45 AM

6:00 AM 6:45 AM

Five Star Member Engagement and Retention 

  • Explore member engagement and retention techniques that work and are both low effort and high impact  
  • Consider proactive ways to identify risk areas and prevent member turnover  
  • Leverage and promote employee engagement to boost member retention and engagement  

Jessica Vander Zanden, VP Operations 
Network Health 

9:45 AM 10:30 AM

8:45 AM 9:30 AM

7:45 AM 8:30 AM

6:45 AM 7:30 AM

Health Equity and Member Experience for LGBTQ Older Adults

  • Explore how to dismantle barriers related to language, communication, lack of training, and local political climate
  • Discuss how DEI initiatives can support the unique needs and address the unique risks LGBTQ+ members and meaningfully improve health equity
  • Consider best practices for collecting, leveraging, and actioning member SOGI data

Nate Lucena, MA, Chief Strategy & Analytics Officer
Rex Wallace Consulting, LLC

Joseph Schneier, CEO
Circle

Katie Martin, Vice President, Quality
Baylor Scott & White Health Plan

10:30 AM 10:50 AM

9:30 AM 9:50 AM

8:30 AM 8:50 AM

7:30 AM 7:50 AM

Networking Break

10:50 AM 11:35 AM

9:50 AM 10:35 AM

8:50 AM 9:35 AM

7:50 AM 8:35 AM

Optimizing Health Plan Engagement with Behavioral Science

  • Gain an understanding of behavioral science and how it can be applied to directly impact your plan’s performance in areas ranging from lead generation to driving preventive care or assisting with social risk factors 
  • Explore research insights and marketing outcomes from member research and campaigns that have far-reaching implications for your initiatives 
  • Discover proven methods for connecting data science to behavioral science to measure its effectiveness and continuously improve 

Lisa Zaval, PhD, Principal Behavioral Scientist
Limetree

Galen Swint, Managing Partner, Analytics and Technology
Limetree

LeAnna Pierson, Director of Member Engagement
Blue Cross Blue Shield of Minnesota

11:35 AM 12:20 PM

10:35 AM 11:20 AM

9:35 AM 10:20 AM

8:35 AM 9:20 AM

More Change Ahead: The Part D Out-of-Pocket Spending Cap & M3P Smoothing Program

  • Analyze the impact of the out-of-pocket drug spending cap of $2,000 will have on member satisfaction and retention and assess best practices to prepare for this change   
  • Prepare for the Medicare Prescription Payment Plan (M3P) “smoothing” program and recognize additional beneficiary communication and enrollment considerations  
  • Discuss communication and engagement techniques to reach members regarding the changes to the M3P and out-of-pocket spending 
  • Consider potential strategies for mitigating the effects of plan and benefit changes on patient experience and CAHPS scores 

Gary Melis R.Ph., Clinical Pharmacist
Network Health 

12:20 PM 1:15 PM

11:20 AM 12:15 PM

10:20 AM 11:15 AM

9:20 AM 10:15 AM

Networking Lunch

1:15 PM 2:00 PM

12:15 PM 1:00 PM

11:15 AM 12:00 PM

10:15 AM 11:00 AM

How to Create Action through Patient Engagement

  • Understand the traditional limitations of traditional engagement 
  • Adapt engagement strategies to the digital landscape 
  • Measure successes in access to care and patient experience scores 

Ryan M. Stalvey, Director of Member Engagement Strategies
Prospect Medical Systems

Windi Julias, Executive Director, Customer Success
Redpoint Global

Katie Martin, Vice President, Quality
Baylor Scott & White Health Plan

2:00 PM 2:45 PM

1:00 PM 1:45 PM

12:00 PM 12:45 PM

11:00 AM 11:45 AM

Proven Tactics to Improve CAHPS and HOS

  • Discover how to manage data collection for a robust voice of the customer program
  • Understand member engagement strategies for improved experience and survey participation
  • Discuss provider engagement strategies for collaboration and improvement
  • Optimize continuous training and education for internal teams

Heidi Salerno, CAHPS Consultant
Rex Wallace Consulting

Jaye Johnston, VP, Stars Operations
Clover Health

2:45 PM 3:25 PM

1:45 PM 2:25 PM

12:45 PM 1:25 PM

11:45 AM 12:25 PM

Hospice: The Final Step in Member Engagement

  • Understand why your health plan needs to be paying attention to the roll of hospice in member engagement and experience 
  • Learn what the hospice experience entails for providers, nurses, patients, and their loved ones 
  • Discover how hospice can positively impact member and caregiver engagement and satisfaction 

Shannon Decker, M.Ed., MBA, PhD, Principal
VBC One

Ryan Dodson, Regional Manager, Risk Adjustment
Choice Medical Group

Laura Sheriff, Independent industry expert  

3:25 PM 3:30 PM

2:25 PM 2:30 PM

1:25 PM 1:30 PM

12:25 PM 12:30 PM

Closing Remarks

Kent Holdcroft, Chief Growth Officer
Healthmine