Day 2 | Thursday, September 25


8:20 am - 8:30 am Chairperson's Opening Remarks

8:00 am - 8:20 am Rise & Shine Breakfast

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.        

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Maribeth Duggins

Director, Customer Insights and Change Management
McKesson

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Brooke Lynch

Divisional Director of Digital
Customer Management Practice

9:00 am - 9:30 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.

Join Rahul Goyal, Senior Director of AI/ML Engineering, as he shares how Optum is deploying agentic AI to transform back-office and customer-facing operations. Explore real-world use cases with powerful results and learn what it really takes to go beyond the bots and into intelligent orchestration.

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Rahul Goyal

Senior Director AI/ML Engineering
Optum

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.



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Taryn Risucci

Chief Sales & Distribution Officer, Individual Markets
Unitedhealthcare

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Lisa DeFalco

CEO & Founder
TPG

12:00 pm - 1:00 pm Networking Lunch & Learn

1:00 pm - 1:45 pm Think Tank A | Access, Accountability & Operational Alignment
Melba Ansah - Executive Director, Ambulatory Operations and Strategic Initiatives, Uchicago Medicine

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?
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Melba Ansah

Executive Director, Ambulatory Operations and Strategic Initiatives
Uchicago Medicine

1:00 pm - 1:45 pm Think Tank B | Optimize Support Delivery: BPOs, Outsourcing & Evolving CX Models in Healthcare
Jeremy Stroud - Vice President, Customer Service, Patient Services, and IT Delivery, Heartland Dental

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.

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Jeremy Stroud

Vice President, Customer Service, Patient Services, and IT Delivery
Heartland 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.
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Arthur Price III

Vice President of Access to Care
Metro Health

4:15 pm - 4:45 pm Masterclass A | Heard, Seen, Understood: The New Language of Patient Feedback

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.

4:15 pm - 4:45 pm Masterclass B | The AI Inflection Point: Turning Innovation into Impact
Roni Jamesmeyer - Senior Product Marketing Manager, Five9
In this session, we’ll cut through the AI noise and focus on what’s really happening today: what analysts are predicting, where companies are seeing results, and how AI is reshaping key performance metrics. You’ll hear how industries from healthcare to retail are using AI to automate routine interactions, reduce operational costs, and free up staff for higher-value work. We’ll take a look at the call center KPIs of tomorrow and share practical insights on what it takes to drive measurable outcomes in your organization.


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Roni Jamesmeyer

Senior Product Marketing Manager
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.

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Jaysa Boyer

Head, Employer Engagement
Ultimate Medical Academy

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Dorian Pierce

Director Clinical Services
Washington University School of Medicine

5:30 pm - 7:30 pm Sunset Over the Skyline Networking Reception