We look for thought leaders who bring a fresh perspective and a unique story. Our goal is to “shake up” how executives think about on-demand care, and where things are headed in three to five years. Importantly, these aren’t just “visionary” types, they speak from experience in delivering high performance.
One of the challenges for large organizations, and perhaps even more so for those of us in health care, is to shed the corporate mindset when seeking major improvements in customer experience. The Consumer Society is consumer experience-driven technology company, and as a devout experience maker, Geeta will talk about her mission to change how health care is experienced, navigated and consumed in the U.S. She was also the founder of Humana’s FastStart Consumer Experience lab, and she will address how an enterprise customer-centric movement can challenge convention and corporate routines.
Since he last spoke at our symposium in 2017, Dr. Neuwirth has published a book, “Reframing Healthcare: A Roadmap For Creating Disruptive Change,” and launched the popular podcast series, “Creating a New Healthcare.” Not only will Zeev provide insight from nearly 70 interviews with leaders who are disrupting healthcare for the better, but he will facilitate an afternoon focused on using the customer experience to connect from board-level vision to day-to-day performance.
Most urgent care operators consider it an onerous task to operate 20 clinics in a modest-sized metropolitan area. But think about operating well over 100 clinics in New York City. New Yorkers have high expectations when it comes to healthcare. They have even higher expectations when it comes to customer experience. Calvin will talk about how CityMD has managed to maintain outstanding customer experience ratings under the most challenging operating conditions.
Some might think the urgent care sector could lose steam in the near future. But urgent care still has the widest scope of service and a track record of taking care of patients the first time. In prior years, we have had an investment banker with urgent care sector expertise give a “state of the market”. This year, we’ll hear from a senior private equity buyer’s view on where the smart money is going. BPOC is among the country’s oldest private equity firms that specializes exclusively in healthcare, with broad investments in ambulatory and consumer assets.
Achieving breakthrough success with customer experience sounds easy when you participate in team building, voice-of-the-patient, patient satisfaction and other seminars. But when the seminar ends, what do you do on Monday? Joe Gardner brings a unique blend of hospitality, healthcare and CX leadership to his seminars with healthcare executives. Most recently vice president for CX with Loews Hotels, Joe helped run Disney parks and form the Disney CX Institute (60 leaders and hundreds of Cast Members), as well as experience with well-known brands like Ritz-Carlton, Starwood Hotels, and Memorial Health. He will share how the best in the business drive breakthrough customer experience.
Florence is the exact opposite of traditional Medicare, but working within the traditional Medicare chassis. These innovators function as a national network, supercharging the care delivery process for medical groups with a heavy focus on customer experience. They are participating in the ET3 pilot, which allows ambulances to divert patients to an urgent care center based on acuity and other factors, instead of directly to an emergency department, where costs skyrocket. His prior background in strategic initiatives at Evolent Health covered the shift to value based care, a model that is now a disruptive force and particularly surprising to see in Medicare.
People have to be able to understand and then act on your organization’s story. . Park works with healthcare organizations to get their brand story straight. This is much harder than it sounds – but becomes the rallying point for employees, who can deliver a breakthrough experience for your patients. His work with clients like Adelante Healthcare should be a board-level agenda item at every health system in the country. As a 30-year veteran of the communications industry who has guided hundreds of purpose-driven brands and thousands of people who support them to substantial growth, he’ll share how leaders must rise above the noise of the Attention Economy and be heard using the power of brand and business storytelling.
On-demand medicine in general, and urgent care in particular, have had little reliance on traditional Medicare and Medicaid as a primary driver of patient volume. In fact, our industry often designs around it. Professor McCullough’s research examines how upstream and alternative investments in public health and social services can impact the health of populations, and how lower-cost access points should expect to see more growth. He will provide fresh insight into the largest untapped market in urgent care, and share perspectives from his work as deputy director of the RWJF-funded National Safety Net Advancement Center and as the health economist for Maricopa County.
The VA is the largest health system in the US, and changing patient experience is the very definition of “moving mountains.” If you thought pushing the envelope with a small chain of urgent care centers was tough, imagine achieving success in a highly structured and complex healthcare environment – more than 9 million veteran and 341,000employees. Mike Renfrow is one of the foremost patient experience leaders in the U.S. and is an outstanding speaker on the topic. He will also speak to new opportunities under recent legislation where the VA and the urgent care community could be aligning efforts – driven with customer experience – to better serve our veterans.
Employers are still one of the largest payers in the healthcare world, yet we often lose sight of what they need from a customer experience perspective. Chris will provide that perspective from the leading provider of onsite, near-site and 24/7 virtual healthcare to some of the world’s largest employers.
MultiCare’s investments in the on-demand sector over the last few years include an innovative dyad-led telehealth team that leverages both video and text driven visits – built on their own urgent care platform with employed providers. If a health system could “do it right,” this seems like the case study to follow. Telehealth is becoming one of the key drivers of customer experience in healthcare, and convenience alone may be the perfect complement to other on-demand assets. But the majority of ambulatory care executives we speak with express disappointment when it comes to direct-to-consumer telehealth patient volumes. This team will deliver a joint presentation to provide some critical insights into a new generation of telehealth tools and approaches.
Will health insurance companies leverage on-demand assets to further their population health goals? How about the largest healthcare platform in the US? Keith will review what investments in healthcare delivery, risk management, and member experience are likely to look like in a few years, and how that may impact the on-demand sector. He is an industry insider, most recently executive vice president of Prisma Health overseeing population health and managed care strategies; chief strategy officer for Healthcare at FTI Consulting; and vice president of corporate planning and strategic services at BlueCross BlueShield of South Carolina.