Day 2 | Thursday, September 25
8:00 am - 8:20 am
Rise & Shine Breakfast
8:20 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
Expert Insights | Align for Impact: Operational Collaboration Across the Healthcare Ecosystem
Behind every missed appointment or billing error, there is often a deeper issue: siloed systems and misaligned priorities between payers, providers, and partners. As patients move between several points of contact from their health plans, providers, and support systems, misalignment behind the scenes can lead to delays, frustration, and eroded trust.
- How do we improve the exchange of real-time data to support more coordinated decisions?
- What does effective collaboration between payer, provider, and partner teams really look like?
- Where are opportunities to reduce duplication, expedite prior authorizations, and solve for shared pain points?
Whether you're advancing an enterprise-wide collaboration model or just starting to connect the dots, come ready to share what’s working, what isn’t, and collaborate with your peers across the healthcare ecosystem.
9:00 am - 9:30 am
KEYNOTE CASE STUDY | From Scheduling to Scalability: Inside MetroHealth's Operational Overhaul
Arthur Price III -
Vice President of Access to Care,
Metro Health
Access to care starts with operational excellence, and Arthur Price, VP of Access at MetroHealth, is leading the charge. In this case study, he’ll unpack his approach to advancing access across a complex health system through optimizing ambulatory scheduling workflows, aligning contact center operations through ACD improvements, and building governance models that bring consistency to a decentralized system.
Strategies:
- Streamline ambulatory scheduling with decision trees and provider template optimization.
- ACD optimization for decentralized contact centers.
- Build governance models to ensure scalable, consistent access.
- CFTE mapping and analysis across clinical specialties.
9:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Networking Break
The term “digital front door” has become a fixture in healthcare conversations, but the move from ideation to implementation isn't quite as snappy as the phrase itself. In this expert-led session, we'll explore how to design digital pathways that reduce friction, meet patients where they are, and support scalable, omnichannel strategies.
From unifying fragmented systems to streamlining access workflows and driving personalized engagement, get the inside scoop from a technology partner who's been in the trenches. Packed with practical insights, real-world results, and a dynamic discussion, this session will give you a roadmap for building a front door that patients want to walk through.
The disconnect between payers and providers has long slowed care decisions, added friction, and frustrated patients. But what if smarter tech could finally bridge the gap?
This session explores the potential of advanced platforms to transform payer-provider collaboration through aligning teams, automating decision-making, and creating shared knowledge bases. Learn how organizations are leveraging data-driven tools to accelerate authorizations, reduce administrative back-and-forth, and unlock a more intelligent, cohesive, and impactful system of care.
12:00 pm - 1:00 pm
Networking Lunch & Learn
Expanding access takes more than opening up schedules – it requires intentional alignment across people, processes, and performance metrics. In this strategic discussion, Melba Ansah, Executive Director of Ambulatory Ops & Strategic Initiatives at UChicago Medicine, will walk through her organization’s TARGET (Template, Access, Realignment, Growth, Efficiency, Transparency) initiative, designed to drive enterprise-wide improvements in provider availability, operational efficiency, and access to care.
- What makes for strong scheduling template hygiene – and how do you define and enforce it?
- How can organizations better track and act on no-shows, cancellations, and unbooked slots?
- What benchmarks are most useful for ensuring new patients are seen within competitive timeframes?
- What operational blind spots – like unbooked appointment slots or poor exam room utilization – might limit access without us realizing it?
Melba Ansah
Executive Director, Ambulatory Operations and Strategic InitiativesUchicago Medicine
As customer expectations grow and talent models shift, organizations are rethinking how they deliver support to scale. In this peer-driven conversation, Jeremy Stroud, Vice President of Patient Services & IT Delivery, will kick things off with insights from Heartland Dental’s recent BPO expansion and explore unexpected outcomes around CX quality, team performance, and global agent engagement.
We’ll explore:
- Balancing in-house and outsourced teams for long-term impact.
- The role of global talent in delivering consistent, branded experiences.
- What to look for in and how to maximize a BPO partnership.
- Outcomes - both expected and unexpected - and lessons learned so far.
Walk away with new perspectives, peer insights, and practical strategies to evolve your own service model.
Jeremy Stroud
Vice President, Customer Service, Patient Services, and IT DeliveryHeartland Dental
1:45 pm - 3:15 pm
Business Meetings
3:15 pm - 3:45 pm
Refresh & Re-energize Networking Break
3:45 pm - 4:15 pm
Expert Panel | Experience, Meet Access
As patient expectations change and operational complexity increases, healthcare organizations are redefining leadership roles. Patient Access is evolving from a transactional function to a strategic driver of experience, equity, and efficiency, earning its place in the C-suite.
In a dynamic panel, hear from a Chief Patient Access Officer and a Chief Patient Experience Officer who will share insights on reshaping systems, strategies, and cultures. Dive into the reality of operational workflows, differing priorities and functions, and collaboration aimed at improving outcomes for patients, staff, and the bottom line.
4:15 pm - 4:45 pm
Keynote | Beyond the Build: Establishing Sustainable Governance Frameworks for Digital Tools
Brandon Darrington -
VP for Internal Medicine, Executive Administrator for Clinical Affairs and Admin,
Emory Healthcare
Digital tools are transforming access and engagement, but without the right governance, even the most promising platforms can fall flat. Too often, organizations race to implement solutions without first establishing the oversight, evaluation, and cross-functional alignment needed to sustain them.
In this session, Brandon Darrington, VP of Internal Medicine, explores how to lay the groundwork for long-term digital success. From establishing shared evaluation frameworks to navigating stakeholder alignment, he’ll outline the governance pathways healthcare systems must build before hitting "go."
Key Takeaways:
- Understand the common gaps between digital implementation and sustainable success
- Explore governance models that align stakeholders and clarify accountability
- Learn how to build evaluation frameworks that ensure tools evolve with patient and organizational needs
- See how operational leaders can act as stewards—not just adopters—of digital transformation
Brandon Darrington
VP for Internal Medicine, Executive Administrator for Clinical Affairs and AdminEmory Healthcare
4:45 pm - 5:15 pm
Expert Insights | Empower the Workforce with Next Gen AI Tools
Digital tools are transforming the way patient access teams and service delivery agents work, but successful implementation must work in tandem with workforce empowerment. We’ll take a deep dive into how AI, automation, and analytics can be leveraged to enhance the employee experience, reduce burnout, and drive operational efficiency. We’ll explore the challenges of integrating AI into daily workflows, share insights on overcoming roadblocks, and discuss real-world use cases where these technologies have had the most impact.
