Day 2 | Thursday, September 25
8:20 am - 8:30 am
Chairperson's Opening Remarks
8:00 am - 8:20 am
Rise & Shine Breakfast
8:00 am - 8:30 am
Optum Fireside Chat | Beyond Automation: Unleashing Agentic AI at Optum
Rahul Goyal -
Senior Director AI/ML Engineering,
Optum
The rise of agentic AI in 2025 marks a fundamental mindset shift. AI has proven itself to be a powerful tool, but now leaders at the forefront are looking at what’s next: AI as a teammate.
8:30 am - 9:00 am
Panel | From Surveys to Strategy: Transforming Patient Insights into Experience Design
Maribeth Duggins -
Director, Customer Insights and Change Management,
McKesson
Brooke Lynch - Divisional Director of Digital, Customer Management Practice
This session brings together patient and customer experience leaders to explore how patient voice—collected through both quantitative surveys and qualitative interviews—can be translated into actionable experience strategies. Panelists will share practical approaches to using patient insights to improve care access, enhance the patient journey, and optimize retention, while balancing organizational goals and resource constraints.
9:00 am - 9:30 am
Effortless Learning, Effortless Care: Raising the Bar on Healthcare Service Delivery
Dr. Tiffany Cotterman PhD -
Vice President of Customer Experience,
Clear Harbor
In healthcare, every frontline interaction directly impacts the patient experience. Clear Harbor has redefined what it means to partner with a service provider by embedding a proven, brain-based learning framework into the way we train and develop our agents. This approach, grounded in the science of learning, ensures that agents consistently deliver patient-centered care that enhances outcomes and strengthens brand trust.
In this engaging session, Dr. Tiffany Cotterman, Vice President of Customer Experience at Clear Harbor, will share how this science-driven training model builds capable, confident agents who provide seamless, high-quality service for healthcare organizations. Attendees will see how effortless learning leads to consistent performance, making it possible to deliver an effortless patient experience at scale.
Key takeaways:
- Why effortless patient care begins with effortless agent learning
- How brain-based strategies maximize learning, retention, and consistent performance
- How Clear Harbor’s training approach raises the bar on healthcare service delivery
Sponsored by: Clear Harbor
9:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Networking Break
11:30 am - 12:00 pm
From Conversations to Clarity: Transforming Healthcare Customer Experience Through Intelligent Conversational Analytics
Taryn Risucci -
Chief Sales & Distribution Officer, Individual Markets,
Unitedhealthcare
Lisa DeFalco - CEO & Founder, TPG
Lisa DeFalco, Founder and CEO of TPG Inc., and Taryn Risucci, Chief Sales & Distribution Officer, Individual Markets at UnitedHealthcare, will be diving into how Anna® is helping healthcare organizations raise CSAT, NPS, and revenue by listening to 100% of interactions and turning insights into action.
This session will showcase real-world implementations and the measurable business impact of comprehensive interaction monitoring in healthcare organizations.
Sponsored by: Anna® powered by TPG Inc.
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?
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
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.
Surveys are just the start. From pre-care logistics to post-visit feedback, leading organizations are turning real-time sentiment and feedback data into fuel for better outcomes and measurable ROI.
Key Takeaways:
- Connect surveys, sentiment analysis, and behavioral data across the care journey.
- Uncover friction points before they impact experience or outcomes.
- Turn unstructured feedback into actionable insights and strategies.
- Design VoP strategies that drive personalization, performance, and improve outcomes.
Whether you're just getting started or looking to level up your strategy, you’ll leave with actionable takeaways for leveraging data to put your patients at the center of every decision.
Sponsored by: Five9
4:45 pm - 5:15 pm
Leadership Lab | Empowering the Future: Strategies for Employee Engagement, Career Workforce Development, and Generational Learning
Jaysa Boyer -
Head, Employer Engagement,
Ultimate Medical Academy
Dorian Pierce - Director Clinical Services, Washington University School of Medicine
Today, we will explore innovative strategies to drive employee engagement, foster workforce development and enhance learning within organizations. The goal is to gain practical insights into creating a culture of continuous improvement, developing effective training programs, building a career architecture plan, and implementing engagement initiatives that both inspire and retain talent.
