Value Visit: Member Experience & Diversity, Equity and Inclusion
Event Date: 10/10/2022 - 10/14/2022
Event Overview
Two meetings, one week, same location
Diversity, Equity and Inclusion
October 10-12
Diversity, equity, and inclusion (DE&I) are essential for creating an organizational culture that fosters the development and delivery of programs and services to address the distinct needs of diverse member populations. By achieving health equity and attracting and engaging a diverse workforce, plans will be better equipped to serve their diverse groups of members. Our meeting will focus on sharing and celebrating your DE&I best practices, hearing and learning from industry thought-leaders, discussing innovative DE&I approaches, and prioritizing those strategies that will help you infuse diversity, equity, and inclusion principles into your plan's culture.
Member Experience
October 12-14
The post-COVID repercussions have been widespread for not only the patient but the organizations serving them. Health plans face unprecedented challenges in delivering on a new set of imperatives. Expectations have changed, delivery mechanisms have changed, we are communicating in new ways -- things will never be quite the same. Join us as we explore together how health plans are anticipating the new dynamics of the member experience and taking the customized, personalized customer engagement approach to new levels. Hear how organizations’ focus on building trusting relationships for the long-term are setting them up for lasting success.
Event highlights
Diversity, Equity and Inclusion
-
Learn from industry-leading experts
-
Infusing DE&I into your corporate infrastructure and how we do business
-
Hear from your health plan peers how they have approached DE&I
-
Take innovations back to your plan for implementation
-
Collaborate with your workforce, business partners and your community stakeholders to promulgate your DE&I strategy
-
Collaborate with local community-based and faith-based organizations to deliver on your mission
-
DE&I strategies for workforce recruitment, engagement, and retention
-
Leadership development within the organization
Member Experience
-
Collaborate on the growing strategic focus on becoming a member-centric organization
-
Discover the critical operational and infrastructure implications of delivering to satisfy, retain and grow membership
-
Learn how other alliance members leverage member experience as a market differentiator
-
Discover innovative ways plans are collaborating across their enterpriseDon’t miss this opportunity to get reconnected in an exciting in-person event designed especially for you.
Who should attend
Diversity, Equity and Inclusion
-
Executives/managers responsible for diversity, equity and inclusion programs and initiatives
-
Chief Member Experience Officers
-
Chief Marketing/Sales Officers
-
Chief HR Executives
-
Chief Legal/Regulatory Officers
-
Vendor Management/Supplier Diversity Managers
-
Chief Medical Officers/Medical Directors
-
Leaders in population health, behavioral health, care management, clinical outcomes
-
Stakeholders with responsibility for member experience and quality
Member Experience
- Chief Experience Officer
- Chief Marketing and Chief Sales Officers
- Chief Administrative Officers
- Chief Operating Officers
- Call Center Executives and Managers
- Chief Service Officers
- Health Services Executives and Managers
- Executives responsible for your organization's digital transformation strategy
Agenda
Last updated September 12, 2022
(All details in Central Time Zone)
AGENDA AT A GLANCE
MON, OCT 10 – DE&I Workgroup |
|||
4:00 pm |
DE&I Workgroup Meeting/Roundtable (Member-Only Session) |
||
6:00 pm |
Networking Reception & Dinner |
||
TUES, OCT 11 – DE&I Value Visit |
|||
8:00 am |
Networking breakfast |
||
8:30 am |
Welcome & Opening Remarks |
||
8:45 am |
New Frontiers in Health Equity and the Critical Role for Health Plans |
||
10:00 am |
Networking break |
||
10:15 am |
Rapid Fire Case Studies on DE&I Strategy and Tactics: Community Health Plan of Washington, IU Health Plan, and Quartz Health Solutions |
||
12:00 pm |
KEYNOTE ADDRESS LUNCHEON featuring Dr. Antonia Novello,14th Surgeon General of the United States: Embracing My Culture and Heritage to Transform Health Care |
||
1:30 pm |
Networking Break |
||
2:00 pm |
DE&I SHOWCASE: Foundations of Dignity: Health New England’s Core DEIB Framework |
||
3:00 pm |
Networking Break |
||
3:30 pm |
The Business Case for DE&I – Perspectives and Considerations from a Panel of DE&I Industry Experts |
||
5:00 pm |
Sessions adjourn |
||
6:00 pm |
Networking Dinner |
||
WEDS, OCT 12 – DE&I until 1:30pm, Member Experience Full Day |
|||
8:00 am |
Networking breakfast – ALL DE&I and Member Experience Attendees |
||
8:45 am |
Welcome to our DE&I and Member Experience Value Visit |
||
|
DE&I Track |
|
Member Experience Track |
9:00 am |
The DEI Journey: Talent Acquisition and Retention Strategies |
9:00 am – 11:45 pm |
Member Experience Workshop: What Can Plans Do Right Now to Build for a Future of Brand Love, Trust & Loyalty? with Steve Pappas of Science of CX |
10:30 am |
Networking Break |
|
|
11:00 am |
DE&I SHOWCASE: Paramount Health Plan’s Journey into DE&I and Valuable Lessons Learned |
|
|
12:00 pm |
EXPERT PANEL LUNCHEON:
|
||
1:30 pm |
Member Experience is Our Business and Everybody’s Business |
||
2:30 pm |
Networking Break |
||
3:00 pm |
Culture, Organizational Alignment, and Structures in a New MX Era |
||
4:00 pm |
IDEA EXCHANGE: If you could do one thing to improve your members’ experience what would that be? No constraints! |
||
4:45 pm |
Adjourn |
||
6:00 pm |
Networking Dinner |
||
THURS, OCT 13 – Member Experience |
|||
8:00 am |
Networking Breakfast |
||
8:30 am |
Welcome and Introduction to the Journey Mapping Showcase |
||
8:45 am |
Infusing Consumer Centricity: How to structure and govern member experience to become a consumer centric organization |
||
9:45 am |
Networking Break |
||
10:15 am |
Digital Transformation is Driving the Customer Experience – Getting it Right |
||
11:15 am |
Rapid Fire Case Studies |
||
12:00 pm |
Lunch |
||
1:00 pm |
Going Beyond Checking the Box – How Technology Enablers Unlock Abundant MX Opportunities |
||
2:00 pm |
Networking Break |
||
2:30 pm |
Rapid Fire Case Studies |
||
3:30 pm |
Networking Break |
||
3:45 pm |
Case Studies: The Payoffs – Establishing and Tracking the Metrics and Dashboards that Work |
||
4:30 pm |
Sessions Adjourn |
||
6:00 pm |
Networking Dinner |
||
FRI, OCT 14 – Member Experience |
|||
8:30 am |
Networking Breakfast and Member Experience Solutions Showcase |
||
10:00 am |
Adjourn |
Monday, October 10
4:00 pm
|
DE&I Workgroup Meeting/Roundtable (Member-Only Session) Members of the DE&I workgroup have an opportunity to meet in person after convening virtually for many months! All Alliance members are welcome to join in on the group discussion and to get to know their DE&I peers from other health plans. Depot 266 at The Canopy by Hilton Chicago Central Loop |
|
6:00 pm |
Reception/Dinner |
|
Tuesday, October 11
8:00 am |
Breakfast – Marquee Conference Center
|
|
8:30 am |
Welcome & Opening Remarks – Marquee Conference Center
|
Jaime González, DrPH, MSSW, MSHA Health Plan Alliance
Jennifer Bosley Director, Learning and Collaboration Health Plan Alliance
|
8:45 am
|
New Frontiers in Health Equity and the Critical Role for Health Plans
Diversity and health equity are on everyone’s radar and there are good reasons why. In this session, DE&I visionary strategists share their perspectives on how this escalating health equity movement is impacting health plans and opening doors for powerful and lasting changes in the way they serve their members. An impressive duo of health equity experts provide hope for reducing bias in healthcare delivery when it all seems so daunting. The provocative discussion will challenge you to address:
|
Speakers: Dr. Maria Hernandez President and COO Impact4Health
Dr. Nwando Anyaoku Chief of Health Equity Swedish Health Services
Introduction: David Hurst Chief Business Development Officer Valley Health Plan |
10:00 am |
Networking Break
|
|
10:15 am |
Rapid Fire Case Studies on DE&I Strategy and Tactics
A favorite tradition in Alliance events is hearing first-hand how member health plans have tackled their greatest challenges and come out victorious. In this session, four organizations will share about their DE&I journey and lessons learned along the way.
|
Kat Latet Director, Health Systems Innovation Community Health Plan of Washington
Kayla Salazar Manager of Equity and Quality Performance Community Health Plan of Washington
Elaine Taylor Compliance Consultant IU Health Plans
Elizabeth Priller, Director, Diversity, Equity, Inclusion, and Belonging Quartz Health Solutions
Angela Choberka, Member Equity Consultant SelectHealth
|
12:00 pm |
KEYNOTE ADDRESS LUNCHEON: Embracing My Culture and Heritage to Transform Health Care
When Dr. Antonia Novello was appointed Surgeon General of the United States by President George Bush in 1990, she was the first woman—and the first Hispanic—ever to hold that office. Her appointment came after nearly two decades of public service at the National Institutes of Health, where she took a role in drafting national legislation regarding organ transplantation. Dr. Antonia Coello Novello, 14th Surgeon General of the United States, was born in Fajardo, Puerto Rico. She graduated from the University of Puerto Rico with a B.S. degree in 1965 and an M.D. degree in 1970. She completed her subspecialty training in pediatric nephrology at the University of Michigan and Georgetown University. Dr. Novello received a master’s in public health from the Johns Hopkins School of Hygiene and Public Health in 1982, and a Doctor of Public Health in May 2000. She holds countless awards for her service in healthcare.
|
Dr. Antonia Novello, 14th Surgeon General of the United States
Introduction: Elaine Taylor Compliance Consultant IU Health Plans
|
1:30 pm |
Networking Break
|
|
2:00 pm
|
DE&I SHOWCASE: Foundations of Dignity: Health New England’s Core DEIB Framework We will explore how Health New England’s DEIB Committee adopted the Dignity Model, a conflict resolution framework developed by Dr. Donna Hicks, Associate at the Weatherhead Center for International Affairs at Harvard University, as the foundation of our DEIB educational framework. We will share how we used a system-wide approach to bring the Dignity Model to Health New England, designing our DEIB Educational Curriculum around dignity to create a common language for associates about topics including diversity, equity, inclusion, belonging, microagressions, unconscious bias, allyship, cultural humility and health equity.
|
Vivian Williams, Manager of Care Management Health New England
Katie Bruno, Public Health and Wellness Program Manager Health New England
|
3:00 pm |
Networking Break
|
|
3:30 pm
|
The Business Case for DE&I: Perspectives and Considerations from a Panel of DE&I Industry Experts Increasing diversity, equity and inclusion throughout a healthcare plan or system, supports and reflects the core values of an organization as it provides the best possible care for all patients thus impacting health care disparities and economic equity in their communities. During this conversation, we will focus on the creation and implementation of strategies addressing this important initiative, which also focuses on areas such as management of an organization’s workforce and leadership training, diverse supplier base, cultural competence programs, and community engagement. Where to begin:
|
Panelists: Dra. Elena Rios President & CEO National Hispanic Medical Association
Dr. Dirk Schroeder Executive Vice President and Chief Health Officer HolaDoctor Inc.
Dra. Lisa McBride Associate Dean for Diversity and Inclusion and a Professor of Medical Education at Texas Christian University (TCU) School of Medicine in Fort Worth, Texas
Moderator: Alex Garza, Founder and President AGG Consulting
|
5:00 pm
|
Sessions Adjourn |
|
6:00 pm |
Networking Reception/Dinner Roanoke Restaurant - 135 W Madison St, Chicago, IL 60602 |
|
Wednesday, October 12
8:00 am |
Networking Breakfast – Marquee Conference Center
|
|
8:30 am |
Welcome Back & Recap – Marquee Conference Center
|
Jaime González, DrPH, MSSW, MSHA Health Plan Alliance
Jennifer Bosley Director, Learning and Collaboration Health Plan Alliance
|
8:45 am |
The DEI Journey: Talent Acquisition and Retention Strategies
The value of diversity, equity and inclusion on a health plan’s operations are undeniable. However, to ignite and sustain lasting change, leaders must treat DEI as a business priority and invest in it accordingly. While there is no magic formula for moving DEI forward, uncovering your organization’s “why” and weaving that theme into your communications, initiatives and metrics is key. Successful DEI strategies go beyond recruiting to cultivating an inclusive culture that celebrates, retains and engages a diverse team. This interactive session will explore common challenges inherent in DEI programs and offer best practices for diverse and equitable talent acquisition strategies and considerations for building an inclusive corporate culture.
|
Judy Busby
Alicia Morris
Moderator Teresa Chapman, Vice President, Human Resources Santa Clara Family Health Plan
|
8:45 am (ends at 11:45) Marquee West |
Member Experience Workshop: What Can Plans Do Right Now to Build for a Future of Brand Love, Trust & Loyalty?
|
Steve Pappas CEO CXStash & Science of CX |
10:30 am |
Networking Break
|
|
11:00 am
|
DE&I SHOWCASE: Paramount Health Plan’s Journey into DE&I and Valuable Lessons Learned
Paramount Health Plan takes us on a walk through their DE&I vision and describes how, as a result of strategic focus and sound tactics, it became a reality.
|
Greg Braylock, Chief DEI Officer ProMedica/Paramount
|
12:00 pm |
EXPERT PANEL LUNCHEON: Impacting the Customer Experience – Incorporating Small Changes to Make a Big Difference
Hear from an expert panel of executives how executing on diversity, equity and inclusion strategies in your organization can have positive, long-term effects on the customer experience. Panelists will describe how innovative engagement practices, leveraging customer data new ways, and applying new skills like empathy can help you differentiate, satisfy and retain your health plan members.
|
Panelists: David Roby National Channel Development Leader, Health Plan Partnerships Guardian Life
Georgina Dukes Senior Director, Social Care Advocacy UniteUs
Tanya Little Chief Growth Officer Vitality Group
Andrey Ostrovsky, MD Managing Partner, Social Innovation Ventures (VIRTUAL)
Moderator: Kimberly Swanson, VP of Quality and Clinical Integration Healthmine
|
1:30 pm |
Adjourn DE&I Sessions
Member Experience Value Visit Continues…
|
|
1:30 pm
|
Member Experience is Our Business and Everybody’s Business To be competitive, health plans are increasingly recognizing just how critical a sound member experience strategy is. It is table stakes for organizations and touches virtually every part of the business but does not come without a lot of sweat. MX strategy needs to start at the top, and plans are working tirelessly to define and share the member experience vision, break down silos, partner with the system owner, and bring in fresh new talent and ideas are ways in which plans are getting the job done. This session uncovers the true spirit of what it means to be member focused organization-wide and what it takes to sustain this worthwhile effort.
|
Adrienne Neaderhiser Director, Member Experience Design Presbyterian Health Plan
Brindha Sridhar Senior Director of Customer Experience MetroPlus Health
|
2:30 pm |
Networking Break |
|
3:00 pm |
Culture, Organizational Alignment, and Structures in a New MX Era The world as we know it will never be quite the same post-COVID and we are all struggling to adapt, regroup and recreate. Impacts to organizational culture and morale certainly spill over to the members’ experience. At this same time, attitudes and expectations of the member have shifted. Driven by exhaustion, confusion, and lack of patience they are demanding new levels of relationship. Health plans are taking care to infuse new strategies and methods to instill positivity, focus and commitment to delivering on their mission. Hear how plans are:
|
Kat Ketter Director of Customer Experience Health Partners Plans
Jessica VanderZanden Vice President of Operations Network Health Plan
|
4:00 pm |
IDEA EXCHANGE: If you could do one thing to improve your members’ experience what would that be? No constraints!
|
|
4:45 pm |
Adjourn
|
|
6:00 pm |
Dinner Giordano’s - 223 W Jackson Blvd, Chicago, IL 60606
|
|
Thursday, October 13
8:00 am |
Networking Breakfast – Marquee Conference Center
|
|
8:30 am |
Welcome – Marquee Conference Center
|
|
8:45 am |
Infusing Consumer Centricity: How to structure and govern member experience to become a consumer centric organization In this session we will explore Consumer Centricity, which focuses on putting the needs and behaviors of customers, members, and employees at the center of everything—from design to development to delivery. What are the specific impacts and implications and what does Consumer Centricity look like in action? How can organizations create the framework for a Consumer Centric approach? How are these insights being embraced by the organization and senior leadership and leveraged within the organization?
|
Michelle Gale VP, Consumer Experience and Marketing Health Alliance Plan
Anthony Salerno Senior Manager, Experience Design & Insights West Monroe
|
9:45 am |
Networking Break
|
|
10:15 am |
Digital Transformation is Driving the Customer Experience: Getting it Right We hear so much about the drive toward providing a more digital experience for the member, but what exactly does this mean for organizations? Digital can encompass so many things, all requiring new strategies and lots of investment. Plans struggle with adopting an overall digital strategy that couples a deep understanding of the member and their unmet needs with technology solutions that provide a seamless customer experience. In this session plans will share innovative approaches to delivering on the digital transformation imperative and hard lessons learned from their efforts
|
Daniel Royer Digital Experience Director SelectHealth
|
11:15 am |
Rapid Fire Case Studies A favorite tradition in Alliance events is hearing first-hand how member health plans have tackled their greatest challenges and come out victorious. In this session, four organizations will share about their member experience journey and lessons learned along the way. |
Kristy Reed (VIRTUAL) Customer Experience Manager Health Alliance Medical Plans
Irem Conery, Customer Experience & Performance Improvement Manager Sharp Health Plan
|
12:00 pm |
Networking Lunch
|
|
1:00 pm |
Going Beyond Checking the Box: How Technology Enablers Unlock Abundant MX Opportunities Does your technology roadmap have the member front and center? Has your organization considered the longer-term strategic benefits associated with meeting regulations around interoperability, the no surprises act and price transparency? Are you leveraging expertise from across the organization to help you identify the infrastructure needed deliver on a positive member experience?
This panel discussion focuses on how health plans are thinking about their technology choices with the member in mind and uncovers innovative ways of generating sustained benefit beyond the current need, regulatory or otherwise.
|
Tabatha Erck, President Zipari
Carsen Chadwick Operations Manager SelectHealth
Derrick Steinmann Service Excellence Manager SelectHealth
Annie Alexander, Director of Commercial Sales Operations Sentara (Optima)
Lacey Momic, Director, Business Transformation and Innovation Sentara (Optima)
|
2:00 pm |
Networking Break
|
|
2:30 pm |
Rapid Fire Case Studies A favorite tradition in Alliance events is hearing first-hand how member health plans have tackled their greatest challenges and come out victorious. In this session, four organizations will share about their DE&I journey and lessons learned along the way.
|
Ana Eberhard (Virtual) Vice President, Member Experience AvMed
Elizabeth Goff (Virtual) Manager, Medicare Project Management IU Health Plans
Stephanie LaDue (Virtual) Portfolio Manager CDPHP
|
3:30 pm |
Networking Break
|
|
3:45 pm |
The Payoffs: Establishing and Tracking the Metrics and Dashboards that Work (2 case studies) In this session you will hear how health plans are working to provide easily understood and actionable approaches for monitoring their MX progress. We will discuss member experience-related goals definition, ownership and accountability. Included also we will be an exploration of innovative practices for tracking and reporting on these goals including the use of dashboards.
|
John Holt Director of Customer Experience CommunityCare
Brad Dobbins Senior Manager, Member Services Community Health Options (VIRTUAL) |
4:30 pm |
Adjourn
|
|
6:00 pm |
Networking Dinner
|
|
Friday, October 14
8:30 am
|
Breakfast and Member Experience Solutions Showcase – Marquee Conference Center
|
|
10:00 am |
Adjourn |
|
Venue
Meeting Venue
433 W Van Buren St
Chicago, IL 60607
The Old Post Office in Chicago was originally completed in 1921. In its postal heyday, the property was the largest of its kind in the world, capable of shuttling an astonishing 19 million pieces of mail daily. Though a lot has changed there since that time, the same spirit of raw ambition lives on - after sitting vacant for nearly two decades, The Old Post Office completed an $800 million renovation, the largest historic redevelopment in the country. Today, the property boasts over 2.5M SF of stunning multi-use office and event space and is a central hub of Chicago's business community.
Hotel Accommodations
The following hotels are all within walking distance of The Old Post Office. The Alliance staff will stay at Canopy by Hilton Chicago Central Loop and Residence Inn Chicago Downtown/Loop.
Hilton Garden Inn Chicago Central Loop - is a six minute walk.
Canopy by Hilton Chicago Central Loop - is a seven minute walk.
Residence Inn Chicago Downtown/Loop is a 14-minute walk.
Hyatt Centric The Loop Chicago is a 14-minute walk.
Kimpton Gray Hotel - is a 13-minute walk.
W Chicago - City Center - is a 10-minute walk.
JW Marriott - is a 10-minute walk
Additional Info
DRESS
Business casual attire is appropriate for the meeting. Remember that the hotel meeting room temperatures vary, so we recommend that you layer clothing to be comfortable in case the room becomes either hot or cold.
GROUND TRANSPORTATION
Chicago O'Hare International airport (ORD) is 22 miles away and an estimated fare of $60-80 Uber/Lyft. Chicago Midway International airport (MDW) is 12 miles away and an estimated fare of $45 Uber/Lyft. Parking information can be found here.
CHICAGO WEATHER
View the latest weather forecast.
COVID Protocols
What to expect: Health and Safety Protocols
The Health Plan Alliance’s hallmark is the unique space we provide for our members and partners to come together and meaningfully connect around the challenges and opportunities your organizations navigate every day. The health and safety of every attendee is our top priority and we are implementing health and safety protocols for our in-person events aimed at protecting all participants.
These protocols will be updated in response to ongoing guidance from CDC and local health authorities. If you have attended Alliance in-person meetings before, know this experience will be different in many ways – but also rest assured that we remain dedicated to creating unique opportunities to connect, learn and share with your colleagues from across the country.
Please review the Updated Safety protocols HERE.
By registering to attend the event you agree and understand these specific risks noted below:
Liability Disclaimer and Release: COVID-19
The novel coronavirus, COVID-19, has been declared a worldwide pandemic. COVID-19 is reported to be extremely contagious. The exact methods of spread and contraction are unknown, but the virus is believed to spread from person-to-person, by contact with contaminated objects, and even possibly in the air. People reportedly can be infected and show no symptoms yet still spread the disease. COVID-19 is reported to cause serious illness and death. The Health Plan Alliance cannot prevent attendees from becoming exposed to, contracting, or spreading COVID-19 while attending a HPA event or activity. Any in-person interaction may increase the risk of contracting or spreading COVID-19.
I agree and understand these specific risks and nonetheless accept them in order to attend this HPA event. These services are of such value to me that I accept the risk of being exposed to, contracting, and/or spreading COVID-19 in order to participate in person rather than arranging for an alternative method participating or not participating at all. I further hereby forever release and waive all claims and rights against the Health Plan Alliance in connection with exposure, infection, and/or spread of COVID-19 related to utilizing their services or premises or interacting with their members. I understand that this release and waiver means I give up my right to bring any claims including for personal injuries, death, disease, property losses, or any other loss that may be released and waived under applicable law, including, but not limited to, claims of negligence, and I understand that this release and waiver prevents me from seeking damages in any way against the Health Plan Alliance, whether such damages are known or unknown, foreseen or unforeseen, or that occur now or in the future.
I understand that the Health Plan Alliance and the event venue will implement COVID-19 health and safety protocols that align with the most recent guidance released by the CDC and the local health authority. These protocols will include details regarding code of conduct and safety measures (ie, wearing masks in public spaces, maintaining physical distance during sessions, etc) for all attendees. I understand I will be expected to adhere to these guidelines.
Documents
Recording: New Frontiers in Health Equity and the Critical Role for Health Plans
Maria Hernandez and Nwando Anyaoku, DE&I visionary strategists, share their perspectives on how this escalating health equity movement is impacting health plans and opening doors for powerful and lasting changes in the way they serve their members. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: Rapid Fire Case Studies
Alliance health plans present a case study about their DE&I journey and lessons learned along the way. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: KEYNOTE ADDRESS LUNCHEON: Embracing My Culture and Heritage to Transform Health Care
Dr. Antonia Novello, 14th Surgeon General of the United States shares her inspiring story of embracing culture and heritage to transform health care. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: DE&I SHOWCASE: Foundations of Dignity: Health New England's Core DEIB Framework
Katie Bruno and Vivian Williams share how Health New England used a system-wide approach to bring the Dignity Model, designing our DEIB Educational Curriculum around dignity to create a common language for associates about topics including diversity, equity, inclusion, belonging, microagressions, unconscious bias, allyship, cultural humility and health equity. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: The Business Case for DE&I: Perspectives and Considerations from a Panel of DE&I Industry Experts
National Hispanic Medical Association, HolaDoctor Inc, TCU, AGC Consulting present on areas such as management of an organization’s workforce and leadership training, diverse supplier base, cultural competence programs, and community engagement. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: Member Experience Workshop: What Can Plans Do Right Now to Build for a Future of Brand Love, Trust & Loyalty?
Steve Pappas leads a highly interactive member experience workshop. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: The DEI Journey: Talent Acquisition and Retention Strategies
The Jacobson Group explores common challenges inherent in DEI programs and offer best practices for diverse and equitable talent acquisition strategies and considerations for building an inclusive corporate culture. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: DE&I SHOWCASE: Paramount Health Plan’s Journey into DE&I and Valuable Lessons Learned
Paramount Health Plan takes us on a walk through their DE&I vision and describes how, as a result of strategic focus and sound tactics, it became a reality. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: EXPERT PANEL LUNCHEON: Impacting the Customer Experience – Incorporating Small Changes to Make a Big Difference
An expert panel of executives share how innovative engagement practices, leveraging customer data new ways, and applying new skills like empathy can help you differentiate, satisfy and retain your health plan members. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Recording: Member Experience is Our Business and Everybody’s Business
Presbyterian Health Plan and MetroPlus Health uncover the true spirit of what it means to be member focused organization-wide and what it takes to sustain this worthwhile effort. This was shared at the 2022 Diversity, Equity, and Inclusion & Member Experience Value Visits in Chicago, Illinois.
Attendees
Below is a list of all delegates registered to date for this event
- Jackie Gonzalez
- ALLIANCE GUEST
- CEO at J29 Associates
- Annie Alexander
- ALLIANCE MEMBER
- Director, Sales Operations at Sentara Health Plans (Optima)
- Yaima Binford
- ALLIANCE MEMBER
- Billing and Enrollment Director at Western Health Advantage
- Greg Braylock
- ALLIANCE MEMBER
- Chief Diversity, Equity, Inclusion Officer and Vice President of Talent & Organizational Excellence - ProMedica at Paramount Health Care
- Talia Brookshire
- ALLIANCE MEMBER
- Chief Diversity Officer at Neighborhood Health Plan of Rhode Island
- Kathleen Bruno
- ALLIANCE MEMBER
- Public Health and Wellness Program Manager at Health New England
- Bonnie Bunting
- ALLIANCE MEMBER
- Supervisor at University of Michigan Health Plan
- Carsen Chadwick
- ALLIANCE MEMBER
- Operations Manager Sr. at SelectHealth
- Teresa Chapman
- ALLIANCE MEMBER
- Chief People Officer at Santa Clara Family Health Plan
- Angela Choberka
- ALLIANCE MEMBER
- Program Manager Equity Initiatives at SelectHealth
- Irem Conery
- ALLIANCE MEMBER
- Manager, Customer Experience & Performance Improvement at Sharp Health Plan
- Laura Darnell
- ALLIANCE MEMBER
- Operations Management Specialist at Alliant Health Plans
- Kelly Evans
- ALLIANCE MEMBER
- Customer Service Manager at University of Michigan Health Plan
- Bradley Fox
- ALLIANCE MEMBER
- Tactical Operations Specialist at Alliant Health Plans
- Erin Heckethorn
- ALLIANCE MEMBER
- Director of Operations and Program Management at FirstCarolinaCare Insurance Company
- Casey Hossa
- ALLIANCE MEMBER
- CIO at Health New England
- David Hurst
- ALLIANCE MEMBER
- Chief Business Development Officer at Valley Health Plan
- Heather Husser
- ALLIANCE MEMBER
- Customer Service Manager at Piedmont Community Health Plan
- Kat Ketter
- ALLIANCE MEMBER
- AVP, Member Engagement at Jefferson Health Plans
- Liz Lopez Cepero
- ALLIANCE MEMBER
- Chief Growth Officer at Baylor Scott & White Health Plan
- Lacey Momic
- ALLIANCE MEMBER
- Director, Business Transformation and Innovation at Sentara Health Plans (Optima)
- Sarah Morgan
- ALLIANCE MEMBER
- Vice President of Human Resources at Health New England
- Adrienne Neaderhiser
- ALLIANCE MEMBER
- Director, Member Experience Design at Presbyterian Health Plan
- Kayla Poncet
- ALLIANCE MEMBER
- Manager of Equity and Quality Performance at Community Health Plan of Washington
- Elizabeth Priller
- ALLIANCE MEMBER
- Director, Diversity, Equity, Inclusion, and Belonging at Quartz Health Solutions
- Beverly Reed
- ALLIANCE MEMBER
- Customer Experience Program Manager at Community Health Plan of Washington
- Daniel Royer
- ALLIANCE MEMBER
- AVP, Customer Experience Marketing at SelectHealth
- Debra Schiffman
- ALLIANCE MEMBER
- Vice President, Operations at Quartz Health Solutions
- Jason Smith
- ALLIANCE MEMBER
- Director of Operations & Performance Improvement at Sharp Health Plan
- Brindha Sridhar
- ALLIANCE MEMBER
- Senior Director of Customer Experience at MetroPlusHealth
- Derrick Steinmann
- ALLIANCE MEMBER
- Member Services Manager at SelectHealth
- Elaine Tucker
- ALLIANCE MEMBER
- Compliance Consultant at IU Health Plans
- Jessica Vander Zanden
- ALLIANCE MEMBER
- VP Operations at Network Health
- Opera Wagner-Ross
- ALLIANCE MEMBER
- Director, Member Services at Texas Children's Health Plan
- Vivian Williams
- ALLIANCE MEMBER
- Manager of Care Management at Health New England
- Nwando Anyaoku
- SPEAKER
- Chief of Health Equity at Swedish Health Services
- Judy Busby
- SPEAKER
- Senior Vice President Executive Search and Corporate Strategy at The Jacobson Group
- Tabatha Erck
- SPEAKER
- President at Zipari
- Alex Garza
- SPEAKER
- President at AGG Consulting
- Maria Hernandez
- SPEAKER
- President and COO at Impact4Health
- Lisa Mcbride
- SPEAKER
- Associate Dean for Diversity and Inclusion and a Professor of Medical Education at Texas Christian University
- Alicia Morris
- SPEAKER
- Vice President at The Jacobson Group
- Antonia Novello
- SPEAKER
- 14th Surgeon General at United States of America
- Andrey Ostrovsky
- SPEAKER
- Managing Partner at Social Innovation Ventures
- Stephen Pappas
- SPEAKER
- CEO at CXStash & Science of CX
- Dr. Elena Rios
- SPEAKER
- President/CEO at National Office Furniture
- David Roby
- SPEAKER
- National Channel Development Leader, Health Plan Partnerships at Guardian
- Anthony Salerno
- SPEAKER
- Senior Manager - Product & Experience Lab at West Monroe
- Dirk Schroeder
- SPEAKER
- Exec VP & Chief Health Officer at HolaDoctor Inc
- Kimberly Swanson
- SPEAKER
- Chief of Staff at Healthmine
- Chris Dixon
- SPONSOR
- SVP, Growth and Market Strategy at Healthmine
- James Hornung
- SPONSOR
- Sales Director at NationsBenefits
- Abbe Sodikoff
- SPONSOR
- Senior Vice President at The Jacobson Group
- Louis Szilagyi
- SPONSOR
- Health Plan Solutions, Director at Vitality Group
- Sandy Zupancic
- SPONSOR
- Vice President at The Jacobson Group
- Anne Armao
- VIRTUAL ATTENDEE - MEMBER
- VP, Member Experience and Product Development at SummaCare
- Elizabeth Benz
- VIRTUAL ATTENDEE - MEMBER
- Vice President Quality and Clinical Integration at Network Health
- Laura Boge
- VIRTUAL ATTENDEE - MEMBER
- Member Services Manager at Medical Associates Health Plans
- Ashley Bogle
- VIRTUAL ATTENDEE - MEMBER
- Director of Legal Services & Asst. General Counsel at Health New England
- Sara Brandon
- VIRTUAL ATTENDEE - MEMBER
- Director Customer Experience & Communications at Neighborhood Health Plan of Rhode Island
- Katrina Brent
- VIRTUAL ATTENDEE - MEMBER
- Senior Manager, Quality/Medicare Stars at HealthTeam Advantage
- Qiana Brown
- VIRTUAL ATTENDEE - MEMBER
- Director, Community Engagement at Parkland Community Health Plan
- Ngoc Bui-Tong
- VIRTUAL ATTENDEE - MEMBER
- Chief Health Equity and Strategy Officer at Santa Clara Family Health Plan
- Rocio Cortez
- VIRTUAL ATTENDEE - MEMBER
- Director of Population Health Management at CCHP
- Brad Dobbins
- VIRTUAL ATTENDEE - MEMBER
- Director, Service Operations at Community Health Options
- Ana Eberhard
- VIRTUAL ATTENDEE - MEMBER
- Vice President, Member Experience at AvMed
- Russ Elbel
- VIRTUAL ATTENDEE - MEMBER
- AVP Medicaid at SelectHealth
- Suzanne Faulkenberry
- VIRTUAL ATTENDEE - MEMBER
- Director of Integrated Marketing at Parkland Community Health Plan
- Jessica Fischer
- VIRTUAL ATTENDEE - MEMBER
- Director of Communications at Network Health
- Phyllis Fisher
- VIRTUAL ATTENDEE - MEMBER
- VP, Operations at University of Michigan Health Plan
- Lisa Fisher
- VIRTUAL ATTENDEE - MEMBER
- Head of Enterprise Vendor Management Organization at Sentara Health Plans (Optima)
- Brian Gerace
- VIRTUAL ATTENDEE - MEMBER
- Director of Customer Experience at Health First Health Plans
- Elizabeth Goff
- VIRTUAL ATTENDEE - MEMBER
- Manager - Medicare Project Management at IU Health Plans
- MONICA GUMABAO
- VIRTUAL ATTENDEE - MEMBER
- QI CAHPS Member Experience Coordinator at CCHP
- Obie Hooper
- VIRTUAL ATTENDEE - MEMBER
- QA Clinical Administrator at Alliant Health Plans
- Lori Johnston
- VIRTUAL ATTENDEE - MEMBER
- President at Paramount Health Care
- Lynnette Joiner
- VIRTUAL ATTENDEE - MEMBER
- Assistant Director at Texas Children's Health Plan
- Kathryn Kossow
- VIRTUAL ATTENDEE - MEMBER
- Director of Quality and Population Health at Paramount Health Care
- Nana Ama Kuffour
- VIRTUAL ATTENDEE - MEMBER
- Division AVP, SHP Clinical Services at Samaritan Health Plans
- Stephanie LaDue
- VIRTUAL ATTENDEE - MEMBER
- Product Strategist at Capital District Physicians' Health Plan (CDPHP)
- Bess Ann Mckillop
- VIRTUAL ATTENDEE - MEMBER
- Product Development Supervisor at University of Michigan Health Plan
- Tamara Migut
- VIRTUAL ATTENDEE - MEMBER
- Director of Quality Management at Health Alliance Medical Plans
- Mark Mixer
- VIRTUAL ATTENDEE - MEMBER
- Chief Executive Officer at Alliant Health Plans
- Susan O'Connor
- VIRTUAL ATTENDEE - MEMBER
- Vice President & General Counsel at Health New England
- Kristy Reed
- VIRTUAL ATTENDEE - MEMBER
- Customer Experience Manager at Health Alliance Medical Plans
- Teremar Rodriguez Vazquez
- VIRTUAL ATTENDEE - MEMBER
- Attorney at Health New England
- Mariah Santiago
- VIRTUAL ATTENDEE - MEMBER
- Health Equity Program Coordinator at Sharp Health Plan
- Elizabeth Searles
- VIRTUAL ATTENDEE - MEMBER
- Executive Director of Population Health at CommunityCare
- Heather Spencer
- VIRTUAL ATTENDEE - MEMBER
- Vice President of Enterprise Operations at Health Alliance Plan (HAP)
- Kristen Tarrell
- VIRTUAL ATTENDEE - MEMBER
- Program Manager Accreditation and Health Equity at Western Health Advantage
- Terriann Tharp
- VIRTUAL ATTENDEE - MEMBER
- Director of Communications at Health Alliance Medical Plans
- Tanya Little
- VIRTUAL ATTENDEE - SPONSOR
- Chief Commercial Officer at Vitality Group
Speakers
- Annie Alexander
Director, Sales Operations at Sentara Health Plans (Optima)
click here for full people profile
- Nwando Anyaoku
Chief of Health Equity at Swedish Health Services
click here for full people profile
- Greg Braylock
Chief Diversity, Equity, Inclusion Officer and Vice President of Talent & Organizational Excellence - ProMedica at Paramount Health Care
click here for full people profile
- Kathleen Bruno
Public Health and Wellness Program Manager at Health New England
click here for full people profile
- Judy Busby
Senior Vice President Executive Search and Corporate Strategy at The Jacobson Group
click here for full people profile
- Carsen Chadwick
Operations Manager Sr. at SelectHealth
click here for full people profile
- Teresa Chapman
Chief People Officer at Santa Clara Family Health Plan
click here for full people profile
- Irem Conery
Manager, Customer Experience & Performance Improvement at Sharp Health Plan
click here for full people profile
- Brad Dobbins
Director, Service Operations at Community Health Options
click here for full people profile
- Ana Eberhard
Vice President, Member Experience at AvMed
click here for full people profile
- Tabatha Erck
President at Zipari
click here for full people profile
- Alex Garza
President at AGG Consulting
click here for full people profile
- Elizabeth Goff
Manager - Medicare Project Management at IU Health Plans
click here for full people profile
- Maria Hernandez
President and COO at Impact4Health
click here for full people profile
- David Hurst
Chief Business Development Officer at Valley Health Plan
click here for full people profile
- Kat Ketter
AVP, Member Engagement at Jefferson Health Plans
click here for full people profile
- Stephanie LaDue
Product Strategist at Capital District Physicians' Health Plan (CDPHP)
click here for full people profile
- Lisa Mcbride
Associate Dean for Diversity and Inclusion and a Professor of Medical Education at Texas Christian University
click here for full people profile
- Lacey Momic
Director, Business Transformation and Innovation at Sentara Health Plans (Optima)
click here for full people profile
- Sarah Morgan
Vice President of Human Resources at Health New England
click here for full people profile
- Alicia Morris
Vice President at The Jacobson Group
click here for full people profile
- Adrienne Neaderhiser
Director, Member Experience Design at Presbyterian Health Plan
click here for full people profile
- Antonia Novello
14th Surgeon General at United States of America
click here for full people profile
- Andrey Ostrovsky
Managing Partner at Social Innovation Ventures
click here for full people profile
- Stephen Pappas
CEO at CXStash & Science of CX
click here for full people profile
- Kayla Poncet
Manager of Equity and Quality Performance at Community Health Plan of Washington
click here for full people profile
- Elizabeth Priller
Director, Diversity, Equity, Inclusion, and Belonging at Quartz Health Solutions
click here for full people profile
- Beverly Reed
Customer Experience Program Manager at Community Health Plan of Washington
click here for full people profile
- Kristy Reed
Customer Experience Manager at Health Alliance Medical Plans
click here for full people profile
- Dr. Elena Rios
President/CEO at National Office Furniture
click here for full people profile
- David Roby
National Channel Development Leader, Health Plan Partnerships at Guardian
click here for full people profile
- Daniel Royer
AVP, Customer Experience Marketing at SelectHealth
click here for full people profile
- Anthony Salerno
Senior Manager - Product & Experience Lab at West Monroe
click here for full people profile
- Dirk Schroeder
Exec VP & Chief Health Officer at HolaDoctor Inc
click here for full people profile
- Michelle Skelly
Director of Marketing and Communications at Alliant Health Plans
click here for full people profile
- Jason Smith
Director of Operations & Performance Improvement at Sharp Health Plan
click here for full people profile
- Brindha Sridhar
Senior Director of Customer Experience at MetroPlusHealth
click here for full people profile
- Derrick Steinmann
Member Services Manager at SelectHealth
click here for full people profile
- Kimberly Swanson
Chief of Staff at Healthmine
click here for full people profile
- Elaine Tucker
Compliance Consultant at IU Health Plans
click here for full people profile
- Jessica Vander Zanden
VP Operations at Network Health
click here for full people profile
- Opera Wagner-Ross
Director, Member Services at Texas Children's Health Plan
click here for full people profile
- Vivian Williams
Manager of Care Management at Health New England
click here for full people profile