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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 10:00 AM Welcome & Introduction The Heart of Digital Transformation 10:15 AM Alan Trefler Founder and CEO, Pegasystems Client Speaking Session 10:45 AM Brian C. Lein, MD, FACS Vice President Graduate Medical EducationTriStar Division, HCA 11:15 AM Pega Mainstage Demonstration Engagement Panel Consumerism in healthcare: More than consumer choice and impacting engagement, operations, and profitability across healthcare and life sciences organizations 11:45 AM 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. 12:30 PM Networking Lunch, Technology Pavilion, and Partner Spotlight Talks Industry Breakouts Payer CRM Payer Core Admin Life Sciences Provider CRM Hear success stories from Industry disruption is forcing Fulfilling the promise of Learn from providers about care healthcare payers who are payers to rapidly address gaps personalized medicine requires management transformation and leveraging digital automation, in their core administration frictionless processes and engaged the impact of patient engagement proactive and personalized systems. Hear from payers who patients. Find out how Life programs designed to help service and 1:1 member are successfully modernizing Sciences leaders are responding to patients through difficult journeys, 1 :45 PM – 3 :30 engagement to transcend the their operations to gain major industry transformation reduce readmissions, improve PM pressures of consumerism, efficiency, transparency and the and deploying technology to health outcomes and build loyalty. consolidation, and the explosion ability to quickly capitalize on achieve better value-based clinical of the Medicare market. new market opportunities. outcomes. How Express Scripts continues to Product Modernization Delivers Empathy & Hope – the two pillars of Delivering personalized care while drive innovation and leadership Enterprise Value next-gen patient engagement reducing care gaps for high-risk with digital customer engagement Medicaid members Employer groups, dissatisfied with Celgene produces several products to Express Scripts, Inc. (ESI), with over the ability of existing offerings to treat patients with life-threatening Managing care coordination is not just 100M members, will provide a view help them and their employees diseases. But, these products carry important for medical care. Delta Dental into key market leading offerings for reduce total cost of health, are serious safety concerns. As a result, has built a care coordination program clinical prior authorization, Sales shopping for new products in larger Healthcare Authorities around the globe using Pega Care Management to drive CRM, and care management. numbers (62%) and changing require Risk Management programs to improved care for its high-risk Medicaid Powered by Pega, this unique digital carriers at a growing rate. Ability to help ensure the benefits of these Members. Delta Dental’s goal was to customer engagement suite, keeps rapidly respond to customer medications outweigh the risks. better coordinate personalized care the patient at the center of demands with personalized Patients, prescribers, pharmacists and across dental and medical care for their everything for ESI. healthcare benefit and product Celgene all have tasks to perform in fragile members. Trying to manage care design has emerged as key complying with these Risk Management manually or via spreadsheets was not In this session you will: capabilities in insurance sales. programs. Technology serves as a efficient or effective and left the critical enabler for these programs. potential for gaps in care. Reducing - Learn how low-code development In response, Health Alliance Plan gaps in care and providing better and agile, rapid delivery brought real- (HAP), the insurance arm of leader In this session, learn how Celgene is: coordination to improve patient time, web self-service for medical Henry Ford Health System, utilized relationships are the key drivers behind and pharmaceutical authorizations Pega’s Product Composer System - Leading the charge in creating global their program. - Hear how ESI dramatically (PCS) in conjunction with the Sales solutions for the safety of their patients decreased turnaround times for Automation for Healthcare (SAHC) - Reducing the burden of prescribers From this session you’ll learn, how Delta patients and physicians and Customer Service for Healthcare and pharmacies using their products to Dental is: - See what sophisticated customer (CSHC) to create an integrated treat patients service looks like for 100M members solution which manages the product - Leveraging the PEGA platform to - Bringing care back to care lifecycle across the enterprise. create centralized global solutions to management for its high-risk Medicaid Bijal Parekh Features of the solution include serve their healthcare communities members Senior Director Technology, Express ability to handle multiple product - Delivering personalized care while Scripts lines, generate product Kevin White reducing care gaps documentation (e.g. SBC), load Executive Director, Celgene - Improving patient relationships and Ramandeep Kaur benefit data into the claims system, business and health outcomes Director of Coverage Review, Express allowing them to deliver true Scripts member-centric service. Michael Dunbar Manager Applications Development, Rob Seyss Donald Evans Conversion & Integration, Delta Dental Senior Director Pharmacy Systems, Director, Information Technology - Express Scripts Customer Service, Health Alliance Plan Kintu Gupta Technical Specialist, Conversion & Integration, Delta Dental Healthcare Transformation in the Claims Process Automation Scaling Pega to do what could not be Sutter Health’s Vision of Birthplace of Managed Care done Transforming Healthcare Claims can no longer be viewed as Take a peek at Blue Shield of transactions, they are experiences Scaling Pega allows Sanofi to bring Sutter Shared Services (S3) plays a California’s (BSC) current digital that can strengthen or challenge a digitalization to Patient Support Teams critical role in Sutter Health’s vision of transformation effort, including the relationship. Existing systems of and Patients in small markets that transforming healthcare and finding revitalization of their customer records with the lack of would not warrant the kind of innovative ways to deliver high-quality service center with a focus on interoperability across the technology investment required. It is and affordable healthcare for patients. improved member engagement and healthcare ecosystem, will not not as complicated as you think. S3 has first-hand knowledge of the proactive customer service. Part of suffice in the today’s age of the pressures healthcare systems face to this vision is to provide better access customer. Join us to hear how save on cost while still providing a to information with seamless HealthNow has evolved their claim Learn how we did it and what we wish seamless patient journey. To achieve integration for the agents who serve operations from Claim Repair to we knew before we started. Find out affordability objectives and improve the their members by connecting the implementation of robotics, in order what is next as Sanofi continues to scale patient journey, S3 has focused on systems such as claims and data to improve their operations and Pega to capitalize on the centralizing its contact centers—in needed to create a complete view of overall internal as well external pharmaceutical growth in emerging multiple locations and two states—to the member’s journey. Hear about experience. markets. continue to support the 24 hospital BSC’s mission and objectives for their campuses across the Sutter Health transformation and how Pega Melissa A. DeBoth Kathleen Macke network, as well as external clients. Infinity, Customer Service for Enterprise Architect, HealthNow New IT Director, Patient Services Program Earlier this year, S3 elected to invest in a York Inc. Owner, Sanofi new technology solution to support a Healthcare and decisioning are being large Universal Agent project in its implemented to meet those Jeanette Komasara contact centers. The project aims to objectives. Systems Analyst – Application simplify complex workflows and help Development, HealthNow New York patient service representatives Learn about BSC’s tactical plans for Inc. overcome challenges in provider using this CX solution to: scheduling preferences. This presentation will discuss how S3 plans - Transform their internal operations to implement PEGA to address the cost - Re-imagine their member and pressures that force contact center provider relationships in a digital centralization and the complexity of ecosystem provider scheduling rules. - Drive better health and business outcomes Steve Chambers VP Contact Center, Sutter Shared Services Carla Dailey Senior Director of Business Planning & Strategy, Blue Shield of California Partnering for Innovation
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