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AHIP
Conferences

2024 Consumer Experience & Digital Health Forum

Dates:
Sep 24 - 26, 2024
Location:
Nashville, TN

The definitive event where leaders from across the health care industry converge to advance digital health solutions and improve the consumer experience.

Agenda Filters

Sessions

9:00 am – 6:45 pm
, Registration and Information Desk Open

Lobby, Level 1

8:00 am – 7:30 pm
, Luggage Check

Room 107 A, Level 1

11:30 am – 12:45 pm
, Lunch & Learns

  • 12:00 pm – 12:45 pm

    Lunch begins at 11:30; Sessions begin promptly at 12:00 pm

    • Building Trust, Delighting Members, Delivering ROI

      Presented by Wider Circle
      Location
      Room 101 D, Level 1
      Speaker
      Details

      Addressing health equity can lead to improved health outcomes and quality, lower costs, and enhanced member satisfaction and retention. Join this session to explore an innovative model that addresses SDOH and health equity for our most vulnerable members in the communities where they live. Understand how community-based groups can improve communication with members to address inequity as well as encourage members to be more proactive about their health.

    • Redefining Consumer Experience: A Digital-First Approach

      Presented by Relay Network
      Location
      Room 101 A, Level 1
      Speaker
      Details

      Progressive health plans are exploring how a digital-first engagement approach can transform consumer experiences for their hard-to-reach members at key lifecycle moments. Join this session to learn from a health plan about implementing a HIPAA-compliant mobile solution that reduces reliance on costly outbound calls and print materials. With open enrollment approaching, learn about their successful onboarding process and how to redefine member engagement.

    • Digital Health Strategies for Connected Care

      GLP-1 Best Practices: AI-Driven Outcomes and Savings

      Presented by Lark
      Location
      Room 103, Level 1
      Speaker
      Details

      Weight loss drug and GLP-1 medication vendors are either promoting full medication coverage for every member or none at all. The reality is most members’ weight loss journeys require a balanced coverage strategy. Join this session to identify and resolve clinical gaps in weight loss programs, outline cost-contained program designs, and understand AI’s role in potential cost savings. Learn best practices to reduce medication spend while helping retain employer groups and improving member engagement.

    • Driving Member Satisfaction Through an Integrated Care Management Strategy

      Presented by Healthedge
      Location
      Room 102, Level 1
      Speaker
      Details

      Health insurance executives understand that focusing on the care manager experience – and arming them with the right digital tools – can improve member satisfaction and outcomes. Join to learn about why an integrated care management strategy is critical for maintaining staff efficiency and the role of AI to streamline workflows. Explore the importance of change management and best practices for driving new digital technology adoption to transform the way care management is delivered.

1:00 pm – 3:10 pm
, Welcome and Opening Sessions

  • 1:00 pm – 1:10 pm, Davidson Ballroom, Level 1M

    Welcome

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  • 1:10 pm – 1:40 pm, Davidson Ballroom, Level 1M

    Championing Consumer-First Health: Leading the Movement for Change

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  • 1:40 pm – 2:10 pm, Davidson Ballroom, Level 1M

    Best in Class Digital Health Engagement Insights from Other Industries

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    This session will explore how leading companies outside of health care – including hospitality and financial services – leverage advanced digital engagement to drive customer satisfaction and loyalty. Discover actionable insights and best in class strategies that can be adapted to enhance member engagement and optimize health outcomes.

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  • 2:10 pm – 2:20 pm, Davidson Ballroom, Level 1M

    Leveraging AI to Provide an Assistive & Interconnected Consumer Experience

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    Explore next generation consumer experience that integrates AI every step of the way. Learn how AI can play an omni-directional role to enable the ease of self service, operational efficiency by assisting internal service teams, personalized care recommendations for informed decision making and actionable insights to improve service.

    Presented by AVIZVA
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  • 2:20 pm – 3:10 pm, Davidson Ballroom, Level 1M

    Future of Direct-to-Consumer Health Care: Balancing Consumer & Patient Demands

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    A panel of experts with diverse perspectives will explore the future of direct-to-consumer health care, and the challenges of balancing consumer expectations while ensuring high-quality care. Hear what different consumer segments need when it comes to health care, and how the health ecosystem is rapidly evolving to deliver on new expectations.

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3:10 pm – 7:30 pm
, Exhibit Hall Open

Room 104, Level 1

3:10 pm – 3:50 pm
, Coffee Break with Solutions Providers

Room 104, Level 1

3:50 pm – 6:25 pm
, Concurrent Sessions

  • 3:50 pm – 4:35 pm
    • Consumer Experience Redefined

      Unify Engagement and Member Data to Improve Experience and Performance

      Presented by Softheon – An ÐÜèÊÓƵSelect Member
      Location
      Room 101 D, Level 1
      Speaker
      Details

      Health insurance plan executives face data silos that hinder deep member insights, limiting their ability to design better experiences and improve plan performance. Join this session to learn how to drive a more unified view of member shopping, enrollment, premium billing and payments, utilization, claims and other performance and experience data. Gain insights from real world use cases to prioritize improvements in customer experience and member retention.

    • Digital Health Strategies for Connected Care

      Future Virtual Health – Improving Access to Primary Care and Behavioral Health

      Location
      Room 101 A, Level 1
      Speaker
      Details

      Explore the evolving landscape of virtual health and its pivotal role in expanding primary care and behavioral health access. Join this discussion to delve into strategies to utilize virtual care and improve care coordination, patient engagement, and outcomes. Learn from best practices to leverage virtual care to deliver high-quality primary care and behavioral health to meet member demands.

    • AI, Data Analytics & Interoperability

      Implementing AI to Improve Efficiency and Outcomes

      Location
      Room 103, Level 1
      Speaker
      Details

      Unlock the potential of artificial intelligence to transform operational efficiency and enhance member satisfaction and patient outcomes. Join this session to learn from health plan executives’ practical applications of AI, from claims processing to personalizing member care. Gain insights into harnessing AI effectively and staying ahead in a rapidly evolving landscape.

    • Health Tech Innovation, Trends & Market Disruption

      Leveraging Digital Health Tools to Advance Care & Health Equity in Heart Disease

      Presented by Hello Heart
      Location
      Room 102, Level 1
      Speaker
      Details

      Heart disease is the most prevalent and costly chronic condition and it disproportionately impacts women and people of color. Join this session to explore how to drive equitable access through digital innovations to treat heart disease. Learn to build effective care pathways with a focus on bridging care gaps for underserved populations most at risk. Gain insight into how a digital solution can drive validated clinical and financial outcomes while working within existing health plan ecosystems.

  • 4:45 pm – 5:30 pm
    • Consumer Experience Redefined

      Frictionless Customer Experience – Meeting Each Consumer Where They Are

      Location
      Room 101 A, Level 1
      Speaker
      Details

      Consumers expect their health plans to not only meet but anticipate their needs, providing tailored solutions that enhance their overall health care journey. This session will delve into strategies to create a frictionless customer experience, focusing on meeting each consumer where they are. Learn how to leverage data analytics, technology, and empathetic communication to create a customer-centric approach that fosters engagement, satisfaction, and loyalty.

    • Digital Health Strategies for Connected Care

      Leveraging Personalized Data for Connected Care & Preventative Health Strategies

      Presented by Ovia Health – An ÐÜèÊÓƵSelect Member
      Location
      Room 101 D, Level 1
      Speaker
      Details

      Research indicates that 70% of women’s health care decisions are influenced by the data and information available to them. Join us for a dynamic panel session that explores the transformative role of personalized data to empower women and strengthen preventive care strategies. Learn how data-driven insights are reshaping the landscape of women’s health and revolutionizing the way preventative care is delivered.

    • AI, Data Analytics & Interoperability

      Data Analytics and AI to Drive Member Experience and Outcomes

      Location
      Room 103, Level 1
      Speaker
      Details

      Progressive health insurance plans are leveraging data analytics and AI to shape exceptional member experiences and drive improved health outcomes. This session will explore how advanced analytics and AI-driven insights can enhance personalization, optimize care coordination, and streamline operational efficiencies. Learn from strategies to harness these technologies and elevate your organization’s ability to deliver impactful, data-driven solutions.

    • Health Tech Innovation, Trends & Market Disruption

      Advancing Health Equity Through Personalized Cardiometabolic Care

      Presented by Vida Health
      Location
      Room 102, Level 1
      Speaker
      Details

      Obesity and diabetes rates are rising, with obesity projected to affect nearly half of US adults by 2030. These conditions stem from genetics, SDOH, lifestyle, mental health, and other health issues. Despite this, treatments are often one-size-fits-all. Gain insights to employ a step-by-step approach to culturally adaptive, personalized care integrating mental health strategies. Learn how virtual care can significantly improve access for underserved communities.

  • 5:40 pm – 6:25 pm
    • Consumer Experience Redefined

      Delivering on the CX Mission: Strategic and Operational Insights

      Location
      Room 101 D, Level 1
      Speaker
      Details

      Explore the essential strategies and operational tactics needed to deliver on your customer experience mission effectively. This session will provide insights into how health plans are delivering on their organizational mission to deliver member satisfaction and loyalty by implementing practical, operational changes. Gain actionable insight to integrate CX principles into your organization’s framework to achieve measurable improvements in service quality and operational efficiency.

    • Digital Health Strategies for Connected Care

      Transforming Health Care: Embracing a Member-Centric Engagement Journey

      Presented by Embel Assist
      Location
      Room 102, Level 1
      Speaker
      Details

      Transitioning from a traditional population health strategy to a member-centric, digitally enabled one is complex and evolving. It requires developing a comprehensive strategy, investing in new technologies, adapting workflows, and continuous testing and learning. Gain insights from leaders who will share their experiences and best practices to navigate this transition for their companies and customers over the next 2-3 years.

    • AI, Data Analytics & Interoperability

      Interoperability Developments to Improve Care and Outcomes

      Location
      Room 103, Level 1
      Speaker
      Details

      Uncover the latest advancements in interoperability and progress toward seamlessly sharing patient data and transforming care delivery and patient outcomes. Speakers will highlight how data integration and real-time communication between health systems and health plans enhances care coordination, reduces redundancies, and improves overall efficiency. They will also share real-world examples of successfully implementing interoperable solutions to drive better clinical and operational outcomes.

    • Health Tech Innovation, Trends & Market Disruption

      Re-Inventing Member Experience with Human-Centered Design

      Presented by Accenture – An ÐÜèÊÓƵSelect Sponsor
      Location
      Room 101 A, Level 1
      Speaker
      Details

      Gain a deeper understanding of how to effectively meet consumer needs and expectations in a rapidly changing health care landscape. Join this discussion to explore the evolving role of health insurers in the health ecosystem, focusing on the imperative to transform member engagement. Discover strategies that leverage human-centered design and advanced technologies such as generative AI to develop new products and enhance member experiences.

6:25 pm – 7:30 pm
, Reception with Solutions Providers

Room 104, Level 1
Music by SUM SUN, Presented by SiriusXM
Presented by SiriusXM Media logo

6:30 pm – 7:30 pm
, Book Signing

  • , ÐÜèÊÓƵMeet Up Lounge, Booth #707 (Room 104 , Level 1)

    Rebel Health: A Field Guide to the Patient-Led Revolution in Medical Care

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    Complimentary books are available for the first 100 attendees.

    Presented by AHIP
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