March 25-27, 2018
Hotel Colonnade, Coral Gables

Exchange Day 2

Plenary Sessions

7:00 am - 8:00 am Networking Breakfast

8:00 am - 8:15 am Chairperson's Opening Remarks


Tim Pantello, Managing Director at PwC

Tim Pantello

Managing Director

8:15 am - 8:45 am KEYNOTE ADDRESS: "Patient Lee" Tomlinson - Cancer Survivor Sparking the C.A.R.E. Effect Movement

After a lifetime of extraordinary experiences as a highly successful entrepreneur and life-long customer service consultant, Lee Tomlinson recently battled Stage 3+ throat cancer.  His excruciating fight, and encounters with compassion-less care, drove him into a severe depression and serious thoughts of suicide. 

Fortunately, a deeply kind, caring and compassionate physician renewed Lee’s will to live and inspired him to create “The C.A.R.E. Effect Movement." Through passionate storytelling, evidenced-based research and practical tools, Lee helps healthcare organizations create the culture and practices necessary to provide exceptional patient care, improve patient satisfaction, enhance employee engagement and increase profitability. 

Lee Tomlinson,  at The C.A.R.E Effect Movement

Lee Tomlinson

The C.A.R.E Effect Movement

8:45 am - 9:15 am CO-OP KEYNOTE: When Two Worlds Collide - How Sanford Health Reinvents Experience

Jennifer Morrison came to Sanford Health with significant hospitality and retail experience, not fully understanding that she would be tasked with speaking a different language. That’s when she met Ashley Nelson; a passionate, patient centered nurse with more than 10 years experience. Together, Jennifer and Ashley moved mountains, trained more than 28,000 team members and elevated the experience. In this session, they will walk you through key strategies of bringing clinical and nonclinical together, breaking down silos and leveraging technology.
Jennifer Morrison, Senior Executive Director, Patient Experience and Digital Operations at Sanford Health

Jennifer Morrison

Senior Executive Director, Patient Experience and Digital Operations
Sanford Health

Ashley  Nelson, Director, Patient Experience at Sanford Health

Ashley Nelson

Director, Patient Experience
Sanford Health

9:15 am - 9:45 am CASE STUDY: Living Core Values: How Organizational Mission & Vision Shapes Patient Experience

Does the mission and values of your organization truly prioritize the patient experience? Are your caregivers living and breathing this vision? This case study explores how reinventing obsolete core values served as a catalyst to empower caregivers and prioritize critical behaviors impacting patient experience.
Jason  Dupuis, Patient Experience Officer & Director of Employee Learning & Development at PM Pediatrics

Jason Dupuis

Patient Experience Officer & Director of Employee Learning & Development
PM Pediatrics


9:45 am - 10:15 am Networking Break


10:15 am - 10:45 am FIRESIDE CHAT: Delivering Effortless Patient Experience

With increased competition in the healthcare space and the expanded use of Patient Engagement Centers (Contact Centers) to support a myriad critical functions, the risk of losing customers is now higher than ever. This fireside chat will focus on best practices for creating an effortless experience for your patients, including understating their real expectations and preferences, and applying cutting edge analytics to tap into the real voice of the patient in the contact center including supporting ideal RCM.

Brian LaRoche, Director, Outbound Marketing  at CallMiner

Brian LaRoche

Director, Outbound Marketing

10:45 am - 11:15 am Business Meetings

11:15 am - 11:45 am Business Meetings

11:45 am - 12:15 pm KEYNOTE ADDRESS: Are you a CX Postman, or a CX Publisher?

Americans last year were asked to complete over 40 billion surveys. Forrester Research recently found that even companies with mature CX programs “…face an uphill battle as companies struggle to get customers to respond to old-school surveys”. 
Customerville CEO Max Israel walks us through how the next generation of customer experience leaders are bucking this trend, deepening the quality of engagement with their customers and their employees by incorporating design elements from the world of newspaper and magazine publishing. 

Max Israel, Founder & CEO at Customerville

Max Israel

Founder & CEO

12:15 pm - 1:15 pm Networking Lunch

1:15 pm - 2:00 pm CO-OP KEYNOTE: Reimagine the Patient Experience - Explore the Journey to Transform the Patient Experience

UPMC is an integrated global health enterprise and one of the leading nonprofit health systems in the US.  In this session, Mary Beth Jenkins, CCO on the insurance side, and Sandy Radar, CNO on the hospital system side, come together to discuss UPMC’s vision for a more holistic patient experience.  Together, they will explore:
  • How leaders and divisions of an integrated, global health enterprise collaborate
  • How each division values and structures PX differently
  • Transforming PX feedback into meaningful tactics
Mary Beth Jenkins, Chief Operating Officer at UPMC Health Plan

Mary Beth Jenkins

Chief Operating Officer
UPMC Health Plan

Sandy Rader, Chief Nursing Officer, VP of Patient Care Services at UPMC

Sandy Rader

Chief Nursing Officer, VP of Patient Care Services

Plenary Sessions

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 3:00 pm Business Meetings

3:00 pm - 3:30 pm Roundtable: America's Challenging Healthcare Employment Environment - How Work-at-Home Can Help

The digital disruption in healthcare is here, changing patient expectations of how and when they will receive and manage their healthcare amidst an uncertain backdrop of healthcare reform. The already strained healthcare system has experienced an unsettling exodus of its professionals due to stressful schedules — an issue only intensified by the increasing professional shortages. What can entice this now untapped labor force — a population trained, qualified and driven to help people but who are forced out of the industry to maintain their own, personal well-being — to rejoin the field of healthcare? Learn how you can leverage this pool of eager, skilled healthcare professionals to provide the best patient experience.

SYKES’ roundtable discussion will explore the work-at-home model for healthcare and its

• An almost geographically limitless pool of uniquely qualified nurses, counselors and other healthcare professionals
• Affordability, scalability and security of work-at-home
• Flexibility for work-at-home professionals
• Improved patient outcomes and increased customer satisfaction.

Keith Kasten, Senior Vice President at SYKES

Keith Kasten

Senior Vice President

Keith Kasten, Senior Vice President at SYKES

Keith Kasten

Senior Vice President

3:00 pm - 3:30 pm Master Class: Reputation Management for Healthcare Providers

The healthcare industry as a whole is facing an uphill battle against rapidly changing norms in the way patients find, evaluate and choose their providers. Enter the days where patients have access to a plethora of online information giving them the confidence to pick and choose which provider is right for them. In a time when the power is truly in the hands of the patients, how can healthcare systems optimize their online presence and manage their reputation in order to create success in this new era of patient-centric healthcare?

· Understand the new patient journey from start to finish
· We’ve analyzed our database of thousands of patient reviews - learn what patients are talking about and what they are looking for in a provider
· How healthcare systems can leverage their online reputation to drive more appointments

Tania Mercer, Senior Sales Executive at Chatmeter

Tania Mercer

Senior Sales Executive

3:30 pm - 4:00 pm Business Meetings


4:00 pm - 4:30 pm Networking Break

Plenary Sessions

4:30 pm - 5:00 pm KEYNOTE ADDRESS: Driving Revenue by Connecting Online and In-Person Care Delivery

Historically, online care has lived in a silo - entirely unconnected from the rest of the care continuum. But, to truly achieve the potential of virtual care, we need to dismantle this disconnect and integrate online and in-person care delivery into a seamless whole. In this session, Jon Pearce, CEO of virtual care leader Zipnosis, will share how new technology and reimagined workflows are enhancing patient experience and driving revenue-positive business models for health systems - today.

Jon  Pearce, CEO at Zipnosis

Jon Pearce


5:00 pm - 5:30 pm Business Meetings

5:30 pm - 6:00 pm Business Meetings

6:00 pm - 6:30 pm CASE STUDY: How MetroHealth System Transforms Real-Time Patient Feedback into a Better Experience through User-Centered Design

Sara Lehman Laskey revolutionized MetroHealth System’s feedback collection methods with short-form surveys, allowing actionable customer data to be available for tactical implementation immediately. Beyond data collection, her PX team uses user-centered design principles to ensure changes made based on that data are high impact. In this case study, Sara highlights best practices in user-centered design and shares some of the biggest user-centered “wins” at MetroHealth.
Sara Lehman Laskey, VP and Chief Experience Officer at The MetroHealth System

Sara Lehman Laskey

VP and Chief Experience Officer
The MetroHealth System

6:30 pm - 6:30 pm Cocktail Reception