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Customer Engagement Summit Healthcare CUSTOMER ENGAGEMENT SUMMIT HEALTHCARE OCTOBER 29, 2019 BOSTON, MA Agenda | Customer Engagement Summit: Healthcare | October 29 9 :00 AM Registration and Breakfast Welcome & Introduction Kelli Bravo 10:00 AM Vice President, Healthcare and Life Sciences, Pegasystems Susan Taylor Vice President of Payer Core Admin, Pegasystems The Heart of Digital Transformation 10:15 AM Alan Trefler Founder and CEO, Pegasystems Social Determinants and Health-Driven Innovative Benefit Designs 10:45 AM Consumerism, operationalizing Social Determinants of Health, and employer sponsored health plans. These seemingly disparate industry trends are creating unique opportunities for benefit design that can unlock value and deliver new levels of alignment. Dr. Goldberg will discuss these trends and how employers and payers are responding. Steven E. Goldberg, MD, MBA VP, Medical Affairs, Population Health and Chief Health Officer, Health & Wellness, Quest Diagnostics Driving Proactive Service and Responsive Benefits to Thrill Members 11:15 AM Jonathan Kelly Director, Solutions Consulting - Healthcare, Pegasystems Engagement Panel Consumerism in healthcare: More than consumer choice and impacting engagement, operations, and profitability across healthcare and life sciences organizations Organizations delivering on consumerism are creating integrated offerings that address a real customer need, transform experience, and unlock value. For HC and LS organizations to transform, they need to look from a future consumer-centric experience back to today and create a map for transformation that capitalizes on opportunities uncovered. Our panel looks at the consumer-centric future through engagement, customer satisfaction, and responsive benefit administration to share lessons learned and ideas to inform transformation. Fabrice Bocquillon VP, Information Technology & Solutions, Integrated Patient Care & Market Access, Sanofi 11:45 AM Steve Chambers VP Contact Center, Sutter Health Tom Russell Director, Claims and Benefits Product Strategy, NASCO Norman Wright Executive Vice President, Chief Customer Officer, Optum Moderated by: Kelli Bravo Vice President, Healthcare and Life Sciences, Pegasystems 12:30 PM Networking Lunch, Tech Pavilion, and Partner Spotlight Talks Industry Breakouts Payer Engagement and CRM Payer Core Admin Life Sciences Provider Hear success stories from healthcare Industry disruption is forcing payers Fulfilling the promise of personalized Learn from providers about care payers who are leveraging digital to rapidly address gaps in their core medicine requires frictionless management transformation and the automation, proactive and administration systems. Hear from processes and engaged patients. Find impact of patient engagement personalized service and 1:1 member payers who are successfully out how Life Sciences leaders are programs designed to help patients engagement to transcend the modernizing their operations to gain responding to major industry through difficult journeys, reduce pressures of consumerism, efficiency, transparency and the transformation and deploying readmissions, improve health consolidation, and the explosion of ability to quickly capitalize on new technology to achieve better value- outcomes and build loyalty. the Medicare market. market opportunities. based clinical outcomes. 1 :45 PM – 3 :30 PM 1:45 PM – 2:15 PM Healthcare Transformation in the Product Modernization Delivers Empathy & Hope – the two pillars of Delivering personalized care while Birthplace of Managed Care Enterprise Value next-gen patient engagement reducing care gaps for high-risk Medicaid members Take a peek at Blue Shield of Employer groups, dissatisfied with the Celgene produces several products to California’s (BSC) current digital ability of existing offerings to help treat patients with life-threatening Managing care coordination is not just transformation effort, including the them and their employees reduce total diseases. But, these products carry important for medical care. Delta revitalization of their customer service cost of health, are shopping for new serious safety concerns. As a result, Dental has built a care coordination center with a focus on improved products in larger numbers (62%) and Healthcare Authorities around the globe program using Pega Care Management member engagement and proactive changing carriers at a growing rate. require Risk Management programs to to drive improved care for its high-risk customer service. Part of this vision is Ability to rapidly respond to customer help ensure the benefits of these Medicaid Members. Delta Dental’s goal to provide better access to information demands with personalized healthcare medications outweigh the risks. Patients, was to better coordinate personalized with seamless integration for the benefit and product design has prescribers, pharmacists and Celgene all care across dental and medical care for agents who serve their members by emerged as key capabilities in have tasks to perform in complying with their fragile members. Trying to connecting the systems such as claims insurance sales. these Risk Management programs. manage care manually or via and data needed to create a complete spreadsheets was not efficient or view of the member’s journey. Hear In response, Health Alliance Plan (HAP), Technology serves as a critical enabler effective and left the potential for gaps about BSC’s mission and objectives for the insurance arm of leader Henry Ford for these programs. in care. Reducing gaps in care and their transformation and how Pega Health System, utilized Pega’s Product providing better coordination to Infinity, Customer Service for Composer System (PCS) in conjunction In this session, learn how Celgene is: improve patient relationships are the with the Sales Automation for key drivers behind their program. Healthcare and decisioning are being Healthcare (SAHC) and Customer - Leading the charge in creating global implemented to meet those objectives. Service for Healthcare (CSHC) to create solutions for the safety of their patients From this session you’ll learn, how an integrated solution which manages - Reducing the burden of prescribers and Delta Dental is: Learn about BSC’s tactical plans for the product lifecycle across the pharmacies using their products to treat using this CX solution to: enterprise. Features of the solution patients - Bringing care back to care include ability to handle multiple - Leveraging the PEGA platform to create management for its high-risk Medicaid - Transform their internal operations product lines, generate product centralized global solutions to serve their members - Re-imagine their member and documentation (e.g. SBC), load benefit healthcare communities - Delivering personalized care while provider relationships in a digital data into the claims system, allowing reducing care gaps ecosystem them to deliver true member-centric - Improving patient relationships and - Drive better health and business service. Kevin White business and health outcomes outcomes Global Executive Director, Celgene Donald Evans Michael Dunbar Carla Dailey Director, Information Technology - Manager Applications Development, Senior Director of Business Planning & Customer Service, Health Alliance Plan Conversion & Integration, Delta Dental Strategy, Blue Shield of California Kintu Gupta Technical Specialist, Conversion & Integration, Delta Dental 2:20 PM – 2:50 PM How Express Scripts continues to Designing from the Human Point of Scaling Pega to do what could not be Sutter Health’s Vision of drive innovation and leadership with View done Transforming Healthcare digital customer engagement Matthew Akromis Scaling Pega allows Sanofi to bring Sutter Shared Services (S3) plays a Express Scripts, Inc. (ESI), with over Account Executive, Pegasystems digitalization to Patient Support Teams critical role in Sutter Health’s vision of 100M members, will provide a view into and Patients in small markets that would transforming healthcare and finding key market leading offerings for clinical Chris Mauer not warrant the kind of technology innovative ways to deliver high-quality prior authorization, Sales CRM, and care Vice President, Client Innovation, investment required. It is not as and affordable healthcare for patients. management. Powered by Pega, this Pegasystems complicated as you think. S3 has first-hand knowledge of the unique digital customer engagement pressures healthcare systems face to suite, keeps the patient at the center of Chiranit Prateepasen, Industry Learn how we did it and what we wish save on cost while still providing a everything for ESI. Application UX Design Manager, we knew before we started. Find out seamless patient journey. To achieve Pegasystems what is next as Sanofi continues to scale affordability objectives and improve In this session you will: Moderated by: Pega to capitalize on the pharmaceutical the patient journey, S3 has focused on Sarah Franchetti growth in emerging markets. centralizing its contact centers—in - Learn how low-code development and Director Healthcare Industry Principal, multiple locations and two states—to agile, rapid delivery brought real-time, Pegasystems Kathleen Macke continue to support the 24 hospital web self-service for medical and IT Director, Patient Services Program campuses across the Sutter Health pharmaceutical authorizations Owner, Sanofi network, as well as external clients. - Hear how ESI dramatically decreased Earlier this year, S3 elected to invest in turnaround times for patients and a new technology
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