Fall Leadership 2017

Event Date: 9/26/2017 - 9/28/2017

Event Overview
ALERT: The hotel room block is sold out. See the venue tab for more information and a list of other nearby hotels.


Executive collaboration

8:00 AM, Tuesday, September 26 - Noon, Thursday, September 28th

Co-Hosted by: FirstCarolinaCare Insurance Company, Healthy State and HealthTeam Advantage


 

Cultivating a customer experience culture

In a recent Forbes survey, Americans ranked health care and insurance among the worst industries for customer service. The controversial media attention over the last several years regarding government sponsored health care spending, cyber-attacks and the Affordable Care Act has also further exacerbated consumer abrasion. Unlike national insurance carriers, regional and provider-sponsored health plans often have closer ties to the communities they serve. By making superior customer experience your organization's unique differentiator, you can strengthen customer trust and loyalty, grow your community of advocates, and positively impact quality and profitability. 

During this three-day meeting executives will explore how health plans and providers can deliver customer experience like consumer brands, the role of the board and leadership in creating a CX culture, and hear first-hand how plans and health systems have established a CX culture and leveraged technology and net promoter score tools to improve their CX.

 

 

Keynote Address

Customer service in an industry Americans hate

David Neeleman
Founder,Chairman and CEO, Azul Airlines 


David Neeleman is that rarest of entrepreneurs, a man who has created and launched four successful, independent airlines, including the USA’s JetBlue and Morris Air, Canada’s WestJet and Brazil’s Azul. In a 2015 Forbes article which asked Americans to rank specific industries' on customer service, health care, insurance and airlines ranked among the worst. Which is why when David Neeleman founded JetBlue 1998, he decided from the get-go to create a different type of airline—one focused on customer service. That reputation became mired after a service problem in 2007 left passengers stranded on grounded jets for hours and David was forced to step down from his role as CEO. During his keynote address, David will share what it takes to create a culture of customer service in an industry Americans hate, lessons learned from the JetBlue customer service failure, and key takeaways health care leaders can glean from his experience.

 

Agenda highlights

  • Insights and strategy tactics from experts at three innovative customer experience agencies
  • How one clinic executed a demographically targeted marketing strategy to grow their business
  • Eight health plan led case studies on implementing an enterprise wide culture, the role of the board and leadership, employee engagement, developing a customer-centric call center, creating a seamless prior authorization member experience, and measuring success

 

 

Who should attend

  • Health Plan CEOs and executive leadership team
  • Owner/Partner health system CEOs and executive leadership teams
  • Partner provider group leadership


 
 2017 Fall Board of Directors Meeting

 

Wednesday, September 27, 2017  |  8:00 - 10:00 a.m. (EST)

Alliance Board Meetings are open to all Alliance members. Alliance member health plans are invited to attend and observe the proceedings.  If you are a member of the Board of Directors (BOD) or a designated alternate, visit the BOD member portal for additional details and to RSVP for the BOD meeting.



Thank you to our event sponsors 

 

 

PLATINUM SPONSORS

   

 

SILVER SPONSORS

 

   

HealthEquity

 

Panviva      

      

BRONZE SPONSORS

  

 

 


Registration
ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
Fee End Date Description Amount
9/28/2017 choose this option if you are an employee of an Alliance member health plan or provider affiliate MEMBER PASS
ALLIANCE GUEST
Fee End Date Description Amount
9/28/2017 choose this option if you're not an Alliance member, but have been invited to attend this meeting GUEST PASS
VIRTUAL ATTENDEE
Fee End Date Description Amount
9/28/2017 choose this option if you cannot attend, but wish to receive event content FREE
SPEAKER
Fee End Date Description Amount
9/28/2017 choose this option if you are a member of the event speaking faculty SPEAKER PASS
SPONSOR
Fee End Date Description Amount
9/28/2017 choose this option if you are using a sponsor pass SPONSOR PASS
PLATINUM/GOLD SPONSOR PASS
Fee End Date Description Amount
9/28/2017 choose this option if you using a Platinum or Gold Business Sponsor pass PREF BIZ PTNR PASS
Agenda

Agenda at a glance 

The full agenda is available for download under the documents tab above.


Tuesday, Sept 26

7:00 – 8:00am Breakfast
INNOVATIONS IN CX
8:00 – 9:00am Welcome and Introductions
9:00 – 10:15am How People Heal Idea Couture
10:15 – 10:30am Break
10:30 – 12:00pm Design Thinking Session MadPow
12:00 – 1:00pm Lunch
1:00 – 2:00pm Consumer-facing Technologies Zipari
2:00 – 3:00pm Rebuilding Healthcare As It Should Be Oak Street Health
5:15 pm Depart for Tour and Dinner at Biltmore Estate
 

Wednesday, Sept 27
7:30 – 9:00am Breakfast
8:00 – 10:00am Board Meeting
10:00 – 10:30 Break
WHAT WE CAN LEARN ABOUT CX
10:30 – 12:00pm Keynote and Discussion:  Lessons From the Airline Industry David Neeleman, Azul Airlines
Steve Neeleman, HealthEquity
12:00 – 1:00 pm Lunch
CREATING CX CULTURE & STRATEGY
1:00 – 1:45pm Creating an Enterprise-wide Experience Culture Sharp Health Plan
1:45 – 2:30pm Engaging Your Board of Directors with the CX Journey Health New England
2:30 -  2:45pm Break
2:45 – 3:30pm Role of Leadership in Creating a CX Culture and Strategy Geisinger Health Plan  
3:30 – 4:15pm Member Experience Now Has a Place at the Table..Now What? AvMed
4:15 – 5:00pm North Carolina Market North Carolina Plans
6:00pm Reception

Thursday, Sept 28
CASE STUDIES IN CX

7:30 – 8:00am Breakfast
8:00 – 9:00am Leveraging Employer Engagement to Drive Member Engagement Network Health Plan
9:00 – 10:00am The Fluent Customer Service Center Presbyterian Health Plan 
10:00 – 11:00am A Seamless Experience For Prior Authorizations Health Alliance Medical Plans
11:00 – 12:00pm CX Metrics To Be Confirmed
12:00pm Adjourn and Box Lunches

 

 

 


 
Venue

The Omni Grove Park inn

The Omni Grove Park Inn

290 Macon Avenue
Asheville, NC  28804
800.438.5800
Website

Classic comforts meet modern conveniences at this mountain resort. With a history of serving guests for over a century, The Omni Grove Park Inn welcomes you with a tradition of southern hospitality, rich heritage and all the conveniences a modern traveler requires. Plan your next vacation to relax in our award-winning subterranean Spa, tee-off on our Donald Ross designed golf course and dine in one of our four locally sourced restaurants. Enjoy a vast array of art galleries, local craft breweries and tons of venues for the performing arts here in the mountains of Asheville, North Carolina.

SOLD OUT: Room Block Rate: $309 plus taxes/fees **

Call the reservations department at 800.438.5800 and ask for the Health Plan Alliance (HPA) room rate.  

  • Call the hotel ASAP but in not event not later than by Friday, August 25, 2017 in order to receive our group room rate. Should you call after this deadline, you will not be guaranteed to receive our group room rate or the hotel may be sold out. Please note that the group block could sell out before this date.
  • This rate may be available three days prior and three days after our meeting dates, depending on the hotel's availability.
  • Internet access in the guest rooms is complimentary.


Alternate hotels within 10 minutes of the Omni

Homewood Suites
(1.9 miles),  88 Tunnel Rd, Asheville, NC 28805 – provides shuttle service to transport guests to and from Omni Grove Park (828.252.5400) 

Renaissance
(1.6 miles) , 31 Woodfin Street, Asheville, NC – 28801 – does not provide shuttle service. Use Uber or taxi (828.252.8211)

Aloft
(2.0 miles) 51 Biltmore Avenue, Asheville, NC, 28801 - does not provide shuttle service.  Use Uber or taxi (828.232.2838)


Attire

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
The hotel is about 17 miles from Asheville Regional Airport (AVL) and is approximately a 20 minute drive. Taxi service is available for an estimated $25 one way.  Self parking is not available. Valet parking is $22 includes in/out privileges.
Additional transportation information

Asheville weather
View the latest weather forecast.

Things to do

While at the Omni Grove Park Inn take advantage of the luxurious spa and legendary 18-hole golf course. If you're looking to venture out into the Asheville countryside or for family-friendly activities, view the Omni's list of things to do.

Soothe the soul in a subterranean spa paradise

Step out of the worries of the world and into pure relaxation at The Spa at The Omni Grove Park Inn. Twenty water features, including numerous mineral-based pools, complement the subterranean spa with cavernous rock walls, arches and tunnels. Enjoy 43,000 square feet of peace and quiet, 18,000 of which are amenities for you to enjoy before and after your treatment. Two therapeutic waterfall pools will soothe the soul and a lap pool blanketed with 6,500 fiber-optic stars and underwater music adds to the coolness of the space.

Escape to the private men’s and women’s exhilarating contrast pools, inhalation rooms, saunas and eucalyptus-infused steam rooms. Grab a warm blanket, light snack and hot organic tea at three fireside lounges with comfortable, oversized chairs. Fireplaces, a whirlpool and tiered outdoor terrace complete the experience and helped jettison the spa into Condé Nast Traveler’s Top Resort Spas in North America.

The Spa is an 18 or older facility. Due to increased demand, we are unable to guarantee the availability of day passes or treatments on any specific day. We recommend making Spa treatment reservations as you make your room reservation to insure the best selection and times.

Friday through Sunday, as well as holidays, spa treatments are exclusively available to overnight resort guests and are offered based on availability. Monday through Thursday, excluding holidays, day passes and treatments are available to both day guests, as well as overnight resort guests, and are also offered based on availability.

Day passes cannot be purchased in advance, refunded or transferred.

Please call us at (800) 438-5800 for more information.

Tee off on a timeless course

Swing into a round of golf on the legendary 18-hole course at The Omni Grove Park Inn. The 6,400-yard championship course has been played by PGA stars Bobby Jones, Ben Hogan and Jack Nicklaus and even President Obama. Feel a sense of pride and accomplishment after navigating the tree-lined fairways and bent greens with amazing views of the Blue Ridge Mountains all around. Elevated tee boxes on the par-70 course provide perfect sight lines for each drive.

Golf Fees

  MONDAY  TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SATURDAY
Before 8:00 AM  Closed $85 $85 $85  $115 $115 $115
8:00 AM - 12:00 PM Closed $120  $120 $120 $140 $140 $140
12:00 PM - 1:00 PM  $120 $120  $120 $120 $140 $140 $135
1:00 PM - 3:00 PM  $100 $100 $100 $100 $140 $140 $115
3:00 PM - Close  $65 $65 $65 $65  $85  $85  $85

 

Club Rentals
We rent the latest models of TaylorMade clubs for both men and women. 

  • 18 holes: $65
  • 9 holes: $35
Shoe Rentals
All season - $15**


Golf Carts 
Our golf carts feature ball washers, club cleaners, and coolers for refreshments.

** All rates are per player and include green fee, cart fee and tax. Rates are subject to change.

GUIDELINES
The following regulations will be enforced to enhance the overall experience of all golfers at The Golf Course at The Omni Grove Park Inn.

Dress Code Policy
All males must wear a shirt with a collar (either traditional or mock) with sleeves.  Acceptable clothing includes shorts, slacks, blouses, skirts and shirts.  Non-acceptable clothing includes all denim, athletic shorts, tank tops and halter-tops.

Coolers
No outside food and beverages or personal coolers are allowed on The Golf Course at The Omni Grove Park Inn.  We offer food and beverage services for purchase at the Club House and The Cabana.  Beverage cart service is also available during your round, weather permitting.

Book a tee time or call 800-438-5800.
 


 

Special Events
Biltmore

Biltmore House Tour and Dinner

Tuesday, September 26, 2017  |  5:00 PM - 9:45 PM
Learn more about the Biltmore House


Schedule

5:00 PM - Transportation to arrive outside the Atrium Lobby (7th Level, Vanderbilt Wing) of the Grove Park Inn

 

5:15 PM - Group to depart the Grove Park Inn for the Biltmore Estate
En route to Biltmore Estate, our professional guides will give your group a windscreen tour of Asheville and provide guests with an informative and entertaining background about the history of Asheville, the impact of George Vanderbilt and his Biltmore Estate on the region, and Asheville’s phenomenal Art Deco architecture.

 

5:45 PM - Private Guided Group Tour of the Biltmore House
America’s largest home is the centerpiece of Biltmore Estate. George Vanderbilt, the youngest son of an American family famous for its wealth, opened his country retreat in 1895. His guests marveled at this magnificent residence containing 34 bedrooms, 43 bathrooms, & 65 fireplaces covering four acres of floor space. Vanderbilt traveled the world to furnish his home: art by Renoir, Whistler & Sargent; exquisite 16th-century tapestries; & 24,000 books in seven languages. Enjoy a private guided visit through over 60 rooms carefully preserved by Vanderbilt’s descendants, rooms appearing as they did a century ago.

 

7:30 PM - Reception/Dinner at Biltmore Estate’s Stable Café
Located adjacent to Biltmore House, the Stable Café Loft is a wonderful venue for groups seeking privacy and
convenience. The Stable Café Loft, just above the Stable Café, originally served as a hay storage area for the
Vanderbilt stable. That rustic past is nowhere to be found today; instead, gleaming wood floors and a vaulted
ceiling accented by wrought iron bring historic charm to the graciously renovated structure overlooking George
Vanderbilt’s home.

 

9:15 PM - Approximate time of departure for the Grove Park Inn

 

9:45 PM - Approximate time of return to the Vanderbilt Wing of the Grove Park Inn

Documents
Attendees

Below is a list of all delegates registered to date for this event

  • Lance Hunsinger
  • ALLIANCE GUEST
  • Former CEO of Community Health Plan of Washington at
  • Angela Beitelman
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director, Patient Care Contact Center at The Carle Foundation
  • Natalija Burns
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director, Member and Provider Services at Physicians Plus Insurance Corporation
  • LuAnn Chen
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Medical Director at Community Health Plan of Washington
  • Jeffrey Conklin
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President/CEO at Adventist Health Plan
  • Melissa Cook
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President & CEO at Sharp Health Plan
  • Coreen Dicus-Johnson
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President and CEO at Network Health Plan
  • Michael Dudley
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President & CEO at Sentara Health Plans (Optima)
  • Ana Eberhard
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Vice President, Member Experience at AvMed
  • Christopher Fanning
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Sales & Marketing Officer at Geisinger Health Plan
  • Victoria Fretwell
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Vice President, Business Development & Chief of Staff at Johns Hopkins HealthCare
  • Jody Gross
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Vice President of Operations & Government Programs at Health New England
  • Brendan Hodges
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Executive Director at HealthTeam Advantage
  • Michelle Jones
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Executive Director/Presbyterian Customer Service Center at Presbyterian Health Plan
  • Bryan Jones
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Manager of Customer Experience at Health First Health Plans
  • Zach Keeling
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Operating Officer at Medical Associates Health Plans
  • Gary Lenth
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Medical Officer/Executive VP at Quartz Health Solutions
  • Kevin Lewis
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • CEO at Community Health Options
  • DeAndre Lipscomb
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Vice President, Marketing & Community Outreach at Health Alliance Plan
  • Thomas Lundquist
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Medical Officer at Sentara Health Plans (Optima)
  • Garry Maisel
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President and Chief Executive Officer at Western Health Advantage
  • Marc Malloy
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President at Healthy State
  • Erin Malone
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director - Customer Care at Alliant Health Plans
  • Maura McCaffrey
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President and CEO at Health New England
  • Marilee McGuire
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • COO at Community Health Plan of Washington
  • Mark Mixer
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Executive Officer at Alliant Health Plans
  • Priti Mody-Bailey
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Medical Officer/VP at Community First Health Plans
  • Ron Paulus
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President and CEO at Mission Health
  • Penny Ransom
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Chief Administrative Officer at Network Health Plan
  • James Repp
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • President and COO at AvMed
  • Celeste Richards
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Vice President - Managed Care at Alliant Health Plans
  • Gordon Salm
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • CFO at Health Alliance Medical Plans
  • Mary Tournoux
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • SVP Business Development, Chief Marketing Officer at Health Alliance Plan
  • Angie Vasquez
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • Director, Customer Experience at Health First Health Plans
  • Jean Veilleux
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • General Counsel for Health Plan Solutions at Mission Health
  • Edward Vozzo
  • ALLIANCE MEMBER HEALTH PLAN/PROVIDER AFFILIATE
  • CFO at Community Health Options
  • Jorge Alejos
  • PLATINUM/GOLD SPONSOR PASS
  • Webmaster at Test Shareholder
  • Randy Baker
  • PLATINUM/GOLD SPONSOR PASS
  • Vice President, West Region at RBS Re
  • Johnny Broyles
  • PLATINUM/GOLD SPONSOR PASS
  • Vice President at Summit Re
  • Ken Knopp
  • PLATINUM/GOLD SPONSOR PASS
  • Vice President, East Region at RBS Re
  • Alexander Soria
  • PLATINUM/GOLD SPONSOR PASS
  • Executive Vice President at RBS Re
  • Gregory Tackett
  • PLATINUM/GOLD SPONSOR PASS
  • Vice President, Business Development & Client Engagement at MultiPlan
  • Amy Cueva
  • SPEAKER
  • Founder & Chief Experience Officer at MadPow
  • Griffin Myers
  • SPEAKER
  • Cofounder & Chief Medical Officer at Oak Street Health
  • Alexei Beran
  • SPONSOR
  • Director, Strategic Accounts at FlexTech, Inc.
  • Jennifer Gallego
  • SPONSOR
  • SVP, Business Development at Argus Health Systems, Inc.
  • Alexis Levy
  • SPONSOR
  • Director at HealthScape Advisors, LLC
  • Steve Mongelli
  • SPONSOR
  • Chief Growth Officer at Clarity Software Solutions
  • Aubrie Augustus
  • VIRTUAL ATTENDEE
  • Director of Accreditation at Peoples Health
  • Terry Bolz
  • VIRTUAL ATTENDEE
  • Chief Executive Officer at Quartz Health Solutions
  • Dan Rhodes
  • VIRTUAL ATTENDEE
  • Vice President Plan Operations and Market Development at Adventist Health Plan
Speakers