Fall Leadership 2017

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

Event Overview

Access all the event presentations and podcasts from the documents tab.

Executive collaboration

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

Co-Hosted by: 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

GOLD SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

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 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

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10/13/2017

Presentation: Case Study - Creating an enterprise-wide customer experience culture
Melissa Cook, President and CEO of Sharp Health Plan shares her health plan and health system's journey of creating a customer focused culture.

10/9/2017

Audio: North Carolina–A market in transformation
Mission Health’s strategic decision to enter the health insurance space is part of the Mission’s broader population health strategies. Dr. Paulus will describe the strategic considerations, and the required parameters established for the development of the business. Malloy will discuss the methods by which Mission could move into the market as rapidly, minimize the demands on capital from Mission and build a business model that minimized fixed overhead costs while also allowing for business to scale quickly.

10/6/2017

Audio: A Breakthrough Consumer Experience for Health Insurance
In this session, attendees will learn about Zipari’s Customer Experience Platform, built exclusively for health insurance. This platform offers unparalleled insights of every member touchpoint, the most comprehensive member profiles and configurable solutions that build on customers’ current technology. The result is a new industry standard in personalized member relationships and operational efficiencies.

10/6/2017

Audio: Customer Service Innovations
When it comes to customer service, health care and airlines have a lot in common and that is not a good thing. David Neeleman, founder of JetBlue, shares how to create a culture of CX that dazzles your customers, rewards good employees, improves efficiency and ultimately improves your bottom line.

9/29/2017

Presentation: Case Study: A Seamless Experience for Prior Authorizations
As integrated delivery models, we have the opportunity to provide seamless experiences for our patient and member interactions. Carle/Health Alliance has partnered with Panviva to use common resources toward increasing standardization and reducing friction points, including those in the prior authorization process. Taking an enterprise‐wide approach to work flows helped Health Alliance earn the 2017 JD Power award for Member Satisfaction.

9/28/2017

Presentation: Net Promoter Score and CX Benchmark Metrics
Health First share's their plan's experience and learnings through implementation and maintenance of the Net Promoter Score - NPS - program.

9/28/2017

Presentation: Case Study: Leveraging Employee Engagement to Drive Member Engagement
In 2012, Network Health began a journey to revitalize its brand and expand its geographic footprint. One of the most effective components in that work has been the contributions of the 425 associates at Network Health. Penny Ransom, CAO, Network Health, discusses the tactics, results and lessons learned in the last five years.

9/28/2017

Presentation: Case Study: The Fluent Customer Service Center Leveraging the Advantages of an Integrated Healthcare System
The Fluent Customer Service Center provides a unique model that brings together member and patient customer service activities that are typically disconnected and not integrated. This model gives customers the ease of calling one dedicated customer service center to meet all of their needs.

9/28/2017

Audio: Case Study: Leveraging employee engagement to drive member engagement
In 2012, Network Health began a journey to revitalize its brand and expand its geographic footprint. One of the most effective components in that work has been the contributions of the 425 associates at Network Health. Penny Ransom, CAO, Network Health, discusses the tactics, results and lessons learned in the last five years.

9/28/2017

Audio: The fluent customer service center, leveraging the advantages of an integrated healthcare system
The Fluent Customer Service Center is a unique model that brings together member and patient customer service activities that are typically disconnected and not integrated. This model gives customers the ease of calling one dedicated customer service center to meet all of their needs.

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