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When: October 1 - 3

Where: The Westin Copley Place Boston

The seventh annual Collaborative Healthcare Summit was a great success! Thank you for attending and sharing your insights with your colleagues.

This year’s Summit brought over 100 organizations across four major industries together to join the conversation, and showed us that healthcare is everyone’s business. Placing the patient journey at the heart of the event was the key to exploring the multitude avenues to the “digital first healthcare customer.”

Among the more exciting topics included the use of artificial intelligence (AI) and robotics as critical components to enable customer journeys that optimize outcomes throughout and across every aspect of healthcare, with thought leadership presentations from organizations like Ernst & Young, Capgemini and Philips outlining this vision – just to mention a few. Please visit this site regularly in the next few weeks as we post the customer decks and video sessions.

If you have any questions or comments, please feel free to reach-out to Ferdi Steinmann at 617-528-5258 or Ferdi.Steinmann@pega.com. Alternatively contact us to request a demo, ask a question or to just join the Pega community.

 

Event Agenda

1:00pm - 6:00pm

Summit Social Event: New England Patriots vs. Carolina Panthers (Sponsored by Infosys)

By invitation only. Transportation from the Westin Copley Place Boston leaving at 9:30 am.
3:05pm - 6:00pm

Summit Social Event: Boston Red Sox vs. Houston Astros (Sponsored by Virtusa)

By invitation only. Transportation from the Westin Copley Place Boston leaving at 2:05 pm.
7:00pm - 9:00pm

Summit Kick Off Reception: Technology Pavilion Opening

Westin Copley Place Boston
8:00am - 8:45am

Breakfast in Technology Pavilion

9:00am - 10:30am

Introductory Remarks

Susan Taylor, Vice President and Global Business Leader, Healthcare & Life Sciences, Pegasystems
9:00am - 10:30am

Opening Keynote: Digital Disruption in Healthcare – Optimizing the Patient Journey & Experience

Dr. Yele Aluko, MD, MBA, FACC, FSCAI, Chief Medical Officer, EY
9:00am - 10:30am

Anthem’s Journey as a Pega Customer to Transform its own Customer Journeys

Mike Gromer, Director, Information Technology, Anthem
Leona Rickerson, Director, Systems Support and Services, Anthem
11:00am - 12:30pm

Keynote Discussion: Artificial Intelligence: Healthcare’s New Nervous System

Artificial Intelligence (AI) in health represents a collection of multiple technologies enabling machines to sense, comprehend, act and learn so they can perform administrative and clinical healthcare functions. This new wave of technology has become an engine for growth. While opportunities for expansion are hard to come by without significant investment, artificial intelligence (AI) is one major opportunity and self-running engine for advancement in healthcare. According to Accenture analysis, when combined, key clinical health AI applications can potentially create $150 billion in annual savings for the United States healthcare economy by 2026. With immense power to unleash improvements in cost, quality and access, AI is exploding in popularity. Growth in the AI health market is expected to reach $6.6 billion by 2021. Join Brian Kalis, Managing Director, Digital Health, Accenture and Francis Carden, Vice President, Robotics & Automation, Pegasystems, as they discuss the latest thinking on AI & Robotics and why the buzz in the health market is more than justified.
Brian Kalis, Managing Director, Digital Health, Accenture
Francis Carden, Vice President, Robotics and Automation, Pegasystems
11:00am - 12:30pm

The Transformational Journey of HCSC With Pega Product Composer

Leveraging Pega’s Product Composer System for Healthcare, HCSC has transformed their management of product, plans, and benefits. With real time ability to maintain products and rapid speed to market, HCSC is empowering the business to be focused on the “what,” not the “how”, effectively removing technology as a barrier. Join us to hear about HCSC’s experience, current state and vision for the future as they control product risk, design within legal boundaries, sell products and manage enrollment while delivering high standards of quality and experiencing cost effectiveness.
Justin Capp, Vice President, Group Sales Delivery, Health Care Services Corporation
Maha Awwad Reyes, Senior Director, Health Care Services Corporation
11:00am - 12:30pm

The Compliance Advantage in Medicare Advantage: A Journey From the Brink to the Forefront

QualChoice Health will share the journey of its largest Medicare Advantage plan, SoundPath Health, in deploying Pega’s CRM and workflow capabilities to realize dramatic improvements in its CMS Appeals compliance and Medicare STAR Ratings. Learn how increasing CMS audit pressure combined with financial incentives continues to push the industry to rapidly evolve in this high risk area. The presentation will cover key aspects of SoundPath’s ega deployment and how organizations can deploy their own strategies to stay ahead of the CMS audit risk while driving member, provider, and employee satisfaction.
Jeremy Dressen, Vice President, Medicare Operations, QualChoice Health
QualChoice Health: The Compliance Advantage in Medicare Advantage – From the Brink to the Forefront
Watch the video
12:30pm - 2:00pm

Lunch in Technology Pavilion

2:15pm - 3:30pm

Insights & Strategies into Small Group & Consumer Sales

Brian Barnett, Vice President, Technology & Business Solutions, Hoverstate
Robert Fauver, Managing Partner, Chief Strategy Officer, Hoverstate
2:15pm - 3:30pm

Supporting Partner-Based Sales

Chris Benedetto, Director, Sales Automation, Pegasystems
2:15pm - 3:45pm

4UM: From Provider to Patient-Efficient, Compliant, & Complete

This presentation will highlight Highmark Health Solutions’ journey to select, build and successfully deploy a multi-client utilization management offering covering three lines of business and also share the lessons learned on the way.
Jill Weber, VP Health Management & Consumer Experience, Highmark Health Solutions
2:15pm - 3:45pm

Making Our Customers, Teams & Stockholders Happy; Quest Diagnostics’ Service Journey

Saddled with disparate customer service tools, we knew there was a better way to help our Agents provide an enhanced customer journey. We deployed Pega Customer Service for Healthcare and delivered streamlined processing, plus full customer information via a unified front-end to transform our customer service and strengthen our foundation for growth.
Marla Kouche, Director, Customer Service, Quest Diagnostics
Tracy Sauls, Project Manager, National Customer Service, Quest Diagnostics
2:15pm - 3:45pm

Business Disrupted: 20 Innovations That Could Forever Change Your Customer Experience

Want to know about 3D printing? Interested in the evolution of driverless cars? Have you ever wondered what, exactly, is blockchain anyway? Keith Farley, Director of Innovation and Customer Experience at Aflac, will share key innovations that are likely to affect your business today, and for many years to come.
Keith Farley, Director of Innovation & Customer Experience, Aflac
2:15pm - 3:45pm

A Tale of Three Projects: Deployment Best Practices

Hear about what it really takes to have highly successful Pega Implementations and what decisions lead to implementation failure through the examples of three very different projects.
Laura Yorks, Regional Director, Professional Services, Insurance & Life Sciences, Pegasystems
2:15pm - 3:45pm

Unifying Communications at AZ Blue Through Pega Marketing

Hear how Blue Cross Blue Shield of Arizona selected Pega to fulfill the strategic needs of its customer experience. Find out about the foundational approach being taken to coordinate all communications and deliver an omni-channel experience, and how Kona Kai is helping the vision become a reality.
Paul Benvenuto, President, Kona Kai Corporation
2:15pm - 3:45pm

Leveraging Technology to Impact the Opioid Crisis

Capgemini is exploring new ways to partner with providers and patients to battle the opioid crisis. By leveraging available data and tailoring personalized experiences to all participants in the process, we’re identifying at risk individuals as early as possible.
Aimee Sizklai, Vice President, Healthcare Business Unit Leader, Capgemini
4:15pm - 5:45pm

A Vision for Collaboration in Patient Care: A Personal Story - Connecting Patients and Caregivers for Better Outcomes

David, deMilo, Distinguished Engineer, IT, Cisco
4:15pm - 5:45pm

Customer Keynote: The Next Frontier in Personalized Health

Liat Ben Zur is a thought leader in digital transformation and spearheading the progression of mobile and the Internet of Things (IoT) as they intersect with consumers and healthcare at Philips. She will share her views on the relevance of moving from stand-alone point solutions to integrated personalized services and platforms using emerging technologies such as Artificial Intelligence to enable the next frontier in personalized health.
Liat Ben Zur, Senior Vice President, Connected Platforms, Philips
Philips: The Next Frontier in Personalized Health
Watch the video
4:15pm - 5:45pm

Next Generation of Provider Lifecycle Management

Healthcare organizations are looking for ways to effectively manage their Provider networks, but it’s challenging. A few themes of their issues are around prolonged onboarding times, complex processes to update Provider data, manual credentialing processes, inconsistent publishing of provider information to customers, and claims issues due to incorrect provider setup. Join Murtuza Mukadam, VP of Healthcare Solutions at Virtusa and a Pegasystems executive as they launch an innovative Provider Lifecycle Management Platform that addresses these challenges and provides a uniform solution to managing all aspects of a healthcare organization’s complex provider relationships.
Murtuza Mukadam, Vice President, Global Head of Healthcare Solutions, Virtusa
5:45pm - 6:45pm

Reception in Technology Pavilion

7:30am - 8:15am

Breakfast in Technology Pavilion

8:30am - 10:00am

Population Perspective: Making Evidence-Based Disease Management Work

Jon Shreve, CEO for MCG Health, will share his insight on how workflow is instrumental in reducing healthcare costs and improving health outcomes. He will speak about current disease management challenges and the evidence supporting case management intervention plus provide examples of organizations which have had success integrating disease management into their workflow.
Jon Shreve, President & CEO, MCG Health
8:30am - 10:00am

Day Two Welcome

Tom Libretto, Chief Marketing Officer & Senior Vice President, Pegasystems
8:30am - 10:00am

Day Two Opening Keynote: The Next-Generation Digital Healthcare Platform for Patient Engagement

Lack of patient adherence to prescribed medications poses a tremendous challenge to the global healthcare community. In the US alone, avoidable medical spending approximates $300 billion per year. The aging global population coupled with the on-going increase in healthcare-related costs is putting pressure on healthcare budgets around the world. Providers, payers, and life science companies will be increasingly incentivized on outcomes and, by extension, adherence. Please attend this session to learn more about the platform and its applicability across the healthcare ecosystem.
Aimee Sizklai, Vice President, Healthcare Business Unit Leader, Capgemini
8:30am - 10:00am

Technology in Action: Reshaping Healthcare, One Journey at a Time

10:30am - 12:00pm

Claims Transformation @ Blue Cross Blue Shield of Michigan Business Results Powered by Pega Solutions

In this session, Blue Cross Blue Shield of Michigan leadership will share an overview of the holistic approach they are applying to transform the performance of Claims Operations, the business impact and results achieved to date, and how Pega solutions, including Robotics and Claims Automation for Healthcare, are helping to power the overall transformation.
Brendan Edwards, Director II, Program Management & Payment Integrity, BCBS Michigan
Melissa Crumbey, Manager, Workforce Optimization, Blue Cross Blue Shield of Michigan
10:30am - 12:00pm

Simplifying Process Variation in Clinical Licensure Through Smart Solutions

A team from Optum will share their journey on how they were faced with bringing multiple Clinical teams doing similar things into a single end to end process using Pega Robotics, agile planning and creative integration. In two years we combined the Clinical Licensure work done across over a dozen groups into a single controlled and monitored process that has the framework to evolve into the future. The initial business value was delivered within only 10 weeks. Join the Optum team as they explain how they organized to overcome the challenges of process variation.
Gwen Bot, Director of Clinical Licensure, Optum
Manu Kant, BPM Practice Lead (Delivery), Optum
Preston Meadows, Program Manager, Clinical Licensure, Optum
10:30am - 12:00pm

Pharma Social Media Customer Care: How to Leverage the World's Largest Focus Group

Social media poses a unique set of challenges for Pharma, from the identification of adverse events to FDA restrictions on marketing that limit the engagement potential compared to other industries. We will outline the business values of social media and demonstrate how to plan, strategize, and implement the processes in order to make sense of the data, and turn it into useful information for decision-making while complying with regulations.
Phil Baumann, RN, BSN, Social Media Strategist, C3i Solutions
10:30am - 12:00pm

How to Future-Proof your Government Healthcare Enterprise: Adapting to Rapid Change

Disruption and change are two constants in delivering enterprise government systems. Federal and Government healthcare programs, like Medicaid and Medicare, are under tremendous pressure to respond to rapidly changing requirements within the limits of aging, disparate systems. Labor-intensive, complex business processes, data collection, and workflows that do not support advanced member-centric service and care management only exacerbate the challenge. With a growing population in need, how do we ensure people have access to the right services at the right time, while driving better operational and programmatic outcomes? Learn and see from Pega’s Government team the critical elements of a government healthcare system of the future and how to approach your government healthcare IT modernization effort to ensure success
Tiffany Blair, Director, Government Health and Human Services, Pegasystems
10:30am - 12:00pm

Getting the Right Robots? Getting the Robots Right?

Abby Johnson, Partner, Healthcare, EY
10:30am - 12:00pm

DevOps 101: What to Know & Where to Begin

Leo Hart, Vice President, Development Operations, Pegasystems
12:30pm - 1:30pm

Lunch in Technology Pavilion

1:30pm - 3:00pm

The Digital Healthcare Consumer Transformation

Stakeholders have been discussing the rise of the consumer in healthcare for the last 10+ years, but now momentum is truly building. Our research suggests that healthcare companies can collaborate with the consumer to improve access, quality, and affordability of care, which is a win-win for both consumers and business. Within this landscape, there are three broad archetypes of how organizations are currently approaching the rise of the consumer, with varying levels of impact. The future of this digital consumer transformation will focus on technology, and there are several factors that organizations should be thinking about now in order to be successful.
Greg Gilbert, Partner, McKinsey
1:30pm - 3:00pm

CareFirst BCBS’s March Towards Digitization of Sales and Onboarding Processes

Jerome Mathias, Director, Sales & Marketing, CareFirst Blue Cross Blue Shield
Alok Mandel, Principal Architect – Technology, Cognizant
1:30pm - 3:00pm

The Future of Healthcare is Everyone’s Business: Creating a Magnetic Offering for Consumers is the Path Forward

Healthcare today is faced with unsustainable costs, a complex system and a one-size-fits-all, fend-for-yourself consumer experience. Healthcare today is also faced with significant potential for industry disruption with the move towards value based care, consumerism, digital technologies, and extra-industry behemoths entering the scene. In light of these changes, delivering a magnetic consumer experience will be central to healthcare companies to win new business, drive affordability and improve outcomes. Consumer-centric companies such as Amazon have redefined how to build a magnetic consumer relationship and healthcare companies can learn from this formula. This keynote will share lessons learned from out-of-industry consumer experience superstars as well as insights from Oliver Wyman’s work with companies on the front lines of health transformation to offer a perspective on how to adapt your business design to deliver stellar consumer experience.
Sukanya Soderland, Partner, Healthcare and Life Sciences, Oliver Wyman
3:30pm - 4:45pm

Managing Claims Inventory @ UPMC

Join UPMC Health Plan in their journey to customize a claims inventory management solution starting with the vision, through software selection and build to post-implementation lessons learned.
Trish Hanley, Director, Strategic Claims Operations & Operational Excellence, UPMC Health Plan
3:30pm - 4:45pm

Winning the Battle: Managing Patient Throughput using Tenet Healthcare's Emergency Department Flashboard

Tenet Healthcare has leveraged the Pega toolset to create a real-time, visually appealing and intuitive display of key dynamic ED throughput metrics. This is Tenet's Emergency Department Flashboard (EDFB). The EDFB shows key stakeholders where bottlenecks occur in our care giving workflow. By identifying these issues in real time, we help our staff fix these problems and thereby enhance our clinical teams to function with maximum efficiency. We will review the EDFB’s Pega underpinnings that empowers the EDFB to analyze and alert our users for any issues that need attention.
John Bednarski, RN, Manager, IS Clinical Products, Tenet Health
3:30pm - 4:45pm

Moving from Remediation to Prevention:Addressing Customer Insurance Needs using AI and IOT

Like most businesses today, Insurance carriers are having to rethink their business models to become more customer-centric. Today, customers expect “Amazon-like” customer service with every interaction. How are insurers dealing with this new reality? This session will highlight how insurers are: using AI to transform data into insights and deliver personalized service, anticipating customer needs using technology to predict and address unmet needs, improving “connectivity” with customers by breaking down silos across the entire business operation, and using RPA to automate rote tasks and streamline and improve customer service.
Tom Harrington, Insurance Principal, Pegasystems
3:30pm - 4:45pm

Taking the Red Tape out of Regulated Health Insurance

By deploying a Flexible Unified Service Environment (FUSE), with built-in business and compliance rules, UCare is bringing new levels of service to its members across the entirety of their customer journeys. Hear how UCare, which serves Minnesotans by providing Medicare plans, State Medical Assistance programs, Disability plans, and State Exchange health insurance coverage, is streamlining customer service during open enrollment, ensuring compliance, and enhancing the experience for its members making it easier for them to access care and improve their health.
Julie Feirtag, Associate Vice President, Customer Service, UCare
3:30pm - 4:45pm

The Future of Work: Mind-shift From Robots vs Humans to Robots Empowering Humans

Automation isn’t about replacing man with machine or human agent with robot. Rather, it’s about supporting our human abilities and ingenuity –enabling us to create and innovate. Join this session as we explore the automation ecosystem.
Daniel Thomas, Vice President, Automation, Integration, and Alliances, NTT DATA Services
3:30pm - 4:45pm

Designing a Global IT Architecture to Support Digital Patient Interactions

This session will take a global perspective on technology capabilities and requirements to enable the growing footprint of digital interactions. It will be an opportunity for discussing data integration.
Benjamin Durieux, Head of ITS Global Solution Center, Sanofi
3:30pm - 4:45pm

The Digital Insurer: The Art of the Possible

Avril Castagnetta, Senior Manager, EY
5:00pm - 6:00pm

Technology Pavilion

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Speakers

Dr. Yele Aluko, MD, MBA

Chief Medical Officer, EY
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Dr. Yele Aluko, MD, MBA
Chief Medical Officer, EY

Dr. Aluko is Chief Medical Officer in EY’s national healthcare advisory sector. He is a proven MD/ MBA physician executive and corporate leader with more than twenty years clinical and administrative leadership within the US healthcare provider space. He has astute understanding of strategies that develop competitive advantage for healthcare systems. Prior to joining EY, he was a practicing interventional cardiologist and served as senior vice president and medical director of the heart and vascular institute at a leading southeast USA integrated healthcare delivery system. In this role he was responsible for governance of an enterprise wide strategy overseeing program growth, physician alignment and accountability to service line vision, and standardization of clinical, operational and business processes within service line facilities across a multi hospital regional healthcare system.

Douglas Averill

Douglas Averill

Global Government Business Line Leader, Pegasystems
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Douglas Averill
Global Government Business Line Leader, Pegasystems
Douglas Averill

Douglas Averill is the Global Business Line Leader for Pega’s Government Business. Formerly with the State of Maine and with more than a decade of experience in the Public Sector globally, Doug leads efforts to describe the value and transformative power of Pega’s applications and platform in creating operational efficiencies, being more responsive to legislative changes, and improving the constituent experience. His team coaches Public Sector stakeholders who are dedicated to truly transforming governments into a holistic, open platform to serve citizens. Doug holds a BS in Biology from Dickinson College in Carlisle, Pennsylvania and an MBA from Babson College in Wellesley, Massachusetts.

Phil Baumann, RN, BSN

Social Media Strategist, C3i Solutions
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Phil Baumann, RN, BSN
Social Media Strategist, C3i Solutions

Phil Baumann is the Social Media Strategist for C3iSolutions. He is a registered nurse who blogs, consults, and speaks about the role of digital and social media in Healthcare and Pharma. He was a founding member of the Advisory Board of Mayo Clinic Center for Social Media, where he was the first clinician to be on the board. He also started the first clinical Twitter chats, bringing nurses, physicians and patients together to discuss a wide variety of Healthcare-related topics. Phil is a top 150 Influencer on LinkedIn. You can follow him on Twitter: @HealthIsSocial

John Bednarski, RN

Manager, IS Clinical Products, Tenet Health
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John Bednarski, RN
Manager, IS Clinical Products, Tenet Health

Mr. Bednarski is a registered nurse and has over 33 years of experience in healthcare. He leads the Clinical Products unit within Tenet Healthcare’s Information Services, having arrived at Tenet through its acquisition of Vanguard Health Systems in October of 2013. John spent four years with Vanguard as the manager of Clinical Applications, Integration and Informatics for the Northeast Market. Prior to joining Vanguard, he spent four years as a senior consultant with leading healthcare consultancies.

Paul Benvenuto

Paul Benvenuto

President and Founder, Kona Kai Corp
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Paul Benvenuto
President and Founder, Kona Kai Corp
Paul Benvenuto

Paul Benvenuto, President and Founder of Kona Kai Corp., is responsible for the organization's strategy and operations. Paul's professional background in operations management, strategic planning, business architecture, service delivery, sales support, call center/customer care, information technology, and process improvement have helped shape the vision and product offerings of Kona Kai Corp.

Paul has assisted clients and organizations in all areas of strategy development and implementation, and has helped them reach or surpass their operational goals by improving critical operations with solutions in Business Process Management (BPM), Customer Relationship Management (CRM), and leveraging Master Data Management (MDM). Prior to launching Kona Kai Corp., Paul served in high-profile operational leadership roles for robust organizations such as MCI Telecommunications and WorldCom.

Paul is a graduate of James Madison University, with a Bachelors of Business Administration degree in Management Information Systems (MIS). He lives in Scottsdale, Arizona with his wife and son. When he is away from the office, he enjoys surfing, golfing and relaxing with his family.

Liat Ben Zur

Senior Vice-President, Connected Platforms, Philips
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Liat Ben Zur
Senior Vice-President, Connected Platforms, Philips

Liat Ben Zur is a senior vice president and digital technology leader at Philips. She is responsible for driving connected digital platforms and propositions with the aim of delivering truly meaningful innovation across the health continuum.

Liat has been named by Inspiring Fifty as "One of the Fifty Most Inspirational Women in Technology in the Netherlands 2017.” She was also named by Mashable as one of "The Female Mentors Making a Difference in Silicon Valley" in 2017, by Silicon Republic as one of "4 Women Waves in the World of IoT”in 2016, and by Fierce Wireless as one of only seven “Rising Stars of Wireless” in 2014.

Prior to her current role, Liat was Chairwoman and co-founder of the AllSeen Alliance, a cross-industry consortium driving an open-source language for IoT, while also leading Qualcomm’s AllJoyn business as senior director, Product Management.

Liat holds a Bachelor in electrical engineering from UC Davis and Masters in business administration from UCLA’s Anderson School of Management.

Tiffany Blair

Tiffany Blair

Director, Government Health and Human Services, Pegasystems
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Tiffany Blair
Director, Government Health and Human Services, Pegasystems
Tiffany Blair

Tiffany Blair is the Director of State and Local Government solutions for Pegasystems’ Public Sector business line, where she is responsible for the formation of Pega’s industry strategy in the Health and Human Services sector. Tiffany has 16+ years of government experience with core expertise in HHS-focused systems for Eligibility and Child Welfare, having worked from each perspective of a technology transformation – a government analyst, product vendor, and system integrator. Prior to Pega, Tiffany worked with major technology firms, including Oracle and IBM, as well as served as a Medicaid policy analyst for New York State. Tiffany holds a BA in Political Science and Policy Studies and an MPA from the Syracuse University Maxwell School of Citizenship and Public Affairs.

Gwen Bot

Gwen Bot

Director, Clinical Licensure, Optum
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Gwen Bot
Director, Clinical Licensure, Optum
Gwen Bot
Gwen Bot is the business lead for a complex project redesigning how Optum obtains, documents and reports clinical licensure; she manages a team of licensure coordinators, both domestic and global, to facilitate licensure submission, documentation and renewal process. Gwen has been with UnitedHealth Group for over 10 years working in various capacities, including managing a team responsible for supporting 9 NurseLine sites and helping them to realize & report on quality, financial, operational & health outcomes. Gwen lives in the Greater Minneapolis – St Paul area of Minnesota.
Justin Capp

Justin Capp

Vice President, Group Sales Delivery, Health Care Services Corporation
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Justin Capp
Vice President, Group Sales Delivery, Health Care Services Corporation
Justin Capp

Justin has worked at Health Care Service Corporation for almost two decades. He’s currently HCSC’s vice president of standard market solutions providing leadership for the pre-packaged product strategy and roadmap for the company’s retail and commercial markets, inclusive of the commercial marketing strategy and product catalog management through enrollment.

Mr. Capp previously held leadership roles within HCSC’s internal and external operating groups including the Illinois Plan, Information Technology Group, and Service Delivery Operations. He earned a MS in computer science from DePaul University and a bachelor’s degree in management information systems from Western Illinois University. He grew up in the small farming and manufacturing town of Rock Falls, Illinois and currently resides in Bolingbrook, Illinois where he spends his time with his family and volunteering as a coach within the bolingbrook soccer club.

Francis Carden

Francis Carden

Vice President, Robotics & Transformation, Pegasystems
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Francis Carden
Vice President, Robotics & Transformation, Pegasystems
Francis Carden

Francis Carden was one of the original founders of OpenSpan, a Robotic Automation and Workforce Intelligence company that was acquired by Pega in 2016. Francis is an active industry speaker and guest columnist, providing expertise in how to leverage automation to drive human capital optimization and enterprise transformation in the customer-facing areas of enterprise.

Avril Castagnetta

Avril Castagnetta

Avril Castagnetta, Senior Manager, EY
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Avril Castagnetta
Avril Castagnetta, Senior Manager, EY
Avril Castagnetta

Avril is a leader in the FSO Strategy Practice working with Life and Wealth clients on innovation and growth strategies. She is a strategic marketing and customer strategy executive with more than 20 years of experience working for and consulting with financial services companies worldwide.

She is actively involved in EY’s Fintech and Insurtech research and thought leadership including the development of its propriety database, the Horizon Scanner.

She excels at facilitating innovation and design workshops to help in target operating model, product and process modernization efforts. As well as bringing together product managers, marketers, data scientists and technologists to envision and create customer centric insight driven products and services.

Melissa Crumbey

Melissa Crumbey

Manager, Workforce Optimization, Blue Cross Blue Shield of Michigan
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Melissa Crumbey
Manager, Workforce Optimization, Blue Cross Blue Shield of Michigan
Melissa Crumbey

Melissa is a Manager in Workforce Optimization, in the Claims, Enrollment and Program Management Division at Blue Cross Blue Shield of Michigan (BCBSM) where she has worked for the past 12 years. She is responsible for implementing tools, systems, reports and other process improvements that help leaders better manage their employee’s performance, quality and time as well as other initiatives relating to inventory management and leadership development.

Before starting her career at BCBSM, Melissa attended and obtained her Bachelor of Science Degree from Wilberforce University, in Wilberforce, OH and Master of Science Degree from Wayne State University in Detroit, MI. She and her husband Quentin are natives of the Detroit metropolitan area, where they currently reside with their two children, son Quentin II, and daughter Carrington.

David deMilo

David deMilo

Distinguished Engineer, IT, Chief Architect, XRM, Cisco
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David deMilo
Distinguished Engineer, IT, Chief Architect, XRM, Cisco
David deMilo
David deMilo is a Distinguished Engineer in Cisco IT and has been the Chief Architect for Cisco IT’s enterprise CRM program since its inception in 2011. Over that time, Cisco has established one of the largest implementations of Pega into a common service oriented architecture. In 2015, working with Cisco’s product developers and Technical Assistance Center (TAC), deMilo and his TAC engineer colleagues began experimenting with early versions of Cisco Spark as an alternative customer engagement platform to email and phone. Their concept – the “virtual support room” or process-embedded collaboration – developed into a pilot that proved to be popular with Cisco customers, and the approach has now spread to other customer engagement models at Cisco. deMilo has been evangelizing the approach with Cisco partners and customers, showing how integrating Spark collaboration improves the effectiveness of CRM products in different industry verticals and business processes.
Jeremy Dressen

Jeremy Dressen

Vice President, Medicare Operations, QualChoice Health Plan Services
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Jeremy Dressen
Vice President, Medicare Operations, QualChoice Health Plan Services
Jeremy Dressen
Jeremy Dressen joined Catholic Health Initiatives (CHI) in May of 2015 and serves as Vice President of Medicare Operations for QualChoice Health Plan Services. In this role, he is responsible for executive leadership of all aspects of Medicare Advantage operations and strategy. Prior to joining CHI, Mr. Dressen served for over 9 years at UnitedHealth Group including roles as National Clinical Strategy Director for UnitedHealthcare Community & State, Chief Operating Officer for the Community Plan of Delaware, and Policy Director for Complex Care Products. Mr. Dressen also served three years as a Mediator with the Consumer Enforcement Division of the Minnesota Attorney General’s Office. Mr. Dressen holds a bachelor’s degree in Political Science from the University of Minnesota-Morris, where he concentrated in American Government and Public Policy.
Benjamin Durieux

Benjamin Durieux

Head of ITS Global Solution Center, Integrated Patient Care & Market Access, Sanofi
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Benjamin Durieux
Head of ITS Global Solution Center, Integrated Patient Care & Market Access, Sanofi
Benjamin Durieux
Passionate about technologies that improve life and society, and experienced in enterprise transformation programs, Benjamin has spent 14 years with Sanofi in global IT roles. He is currently heading a team in charge of designing and operating solutions dedicated to patients. He started his career as a consultant, specializing in leading ERP projects. Benjamin is French and is based in the New York area.

Brendan Edwards

Director II - Program Management & Payment Integrity, Blue Cross Blue Shield of Michigan
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Brendan Edwards
Director II - Program Management & Payment Integrity, Blue Cross Blue Shield of Michigan

Brendan is a Director II in the Claims, Enrollment and Program Management Division at Blue Cross Blue Shield of Michigan (BCBSM) and accountable for delivering a broad set of enterprise services to enable successful execution of strategic change initiatives, as well as providing leadership over several operational functions.

Enterprise services include business design, business readiness as well as execution planning and management. His primary operational responsibilities include payment integrity, group operational readiness and benefit configuration.

Before joining BCBSM in 2012, Brendan spent 13 years working for a management consulting firm where he focused on helping health plans deliver profitable growth with new sales and marketing capabilities as well as reducing administrative and medical costs by increasing operational efficiency and claim payment accuracy.

Brendan is a native of the Boston area, and earned bachelor’s degrees in Economics and International Relations from Boston University. He and his wife Sarah now reside in the Detroit area with their four children, Elle, Cora, Savannah and Gray.

Keith Farley

Director, Innovation & Customer Experience, Aflac
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Keith Farley
Director, Innovation & Customer Experience, Aflac

Keith Farley’s career path has ranged from marketing cordless drills to transforming supplemental insurance—with a splash of Coke. Seven years managing the DEWALT power tools brand at Black & Decker provided him a solid foundation in sales, marketing, and leadership.

Upon joining Aflac—a Fortune 500 company and the leader in supplemental insurance—Keith leveraged that experience to successfully lead many facets of Aflac Marketing (to include sponsorship, enrollment, recruiting, emerging markets, and customer retention). In his current role as Director of Innovation & Customer Experience, Keith is charged with helping transform Aflac’s business to prepare for the future. By facilitating innovative platforms, streamlined processes, and of-the-moment technology, Keith is working to deliver a best-in-class customer experience.

A graduate of Auburn University, Keith’s professional experience has also included work with The Coca-Cola Company and Reuters. When not spending time with his wife, Melissa, and their two children, Keith enjoys tennis and wrenching around on classic cars.

Juie Feirtag

Julie Feirtag

Associate Vice President, Customer Service, UCare
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Julie Feirtag
Associate Vice President, Customer Service, UCare
Juie Feirtag

With a focus on driving customer experience solutions in healthcare and financial services, Julie currently leads the Customer Sevice organization at UCare. Prior, she served six years at Allianz Life of North America as Vice President, Enterprise Operations and many more years at Ameriprise Financial Services leading and delivering service transformations for Customer Service, Sales Support and Operations.

Greg Gilbert

Greg Gilbert

Greg Gilbert, Partner, McKinsey
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Greg Gilbert
Greg Gilbert, Partner, McKinsey
Greg Gilbert
Greg Gilbert, a Partner in McKinsey’s Washington, DC office, helps lead its Digital practice. He also leads McKinsey’s Payor Digital service line. Greg serves healthcare and technology companies on a broad array of topics, including digital, analytics, operations and strategy. Recent client experience includes supporting a large payor on its digital transformation, delivering step-change improvement in consumer experience and driving 30% efficiency gains across journeys. Greg also recently worked with a regional payor to improve its IT productivity to enable a broader digital transformation. Greg received his MBA from Columbia Business School. He also holds a BS degree in computer science.

Trish Hanley

Director, Strategic Claims Operations & Operational Excellence, UPMC Health Plan
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Trish Hanley
Director, Strategic Claims Operations & Operational Excellence, UPMC Health Plan

Trish is Director of Strategic Claims Operations & Operational Excellence at UPMC Health Plan in Pittsburgh, PA. She is responsible for the leadership and delivery of operational excellence services to the broader claims, provider & ancillary service centers. She also provides leadership over day to day claims operations including Medicare, Medicaid and Commercial business. Before joining UPMC Health plan in 2014, Trish spent 19 years in various director and operational roles with BCBS plans.

This year as product owner she lead the build and implementation of a new claims workflow tool using her industry knowledge and work management experience. Trish is a Pittsburgh native and has earned both a bachelor and master’s degree from Duquesne University in business and leadership.

Tom Harrington

Insurance Principal, Pegasystems
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Tom Harrington
Insurance Principal, Pegasystems
Tom supports Pegasystems’ global solution strategy for the insurance market and has more than 19 years of insurance industry experience. He works with leading carriers on innovation, profitable growth, digital transformation and policyholder engagement initiatives. Prior to joining Pegasystems, Tom led product development, distribution strategy and technology initiatives at Liberty Mutual, and was a commercial lines insurance broker at Aon.

Brian Kalis

Managing Director, Accenture Digital – Healthcare
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Brian Kalis
Managing Director, Accenture Digital – Healthcare

Brian Kalis is a managing director of digital and innovation in Accenture’s Health business. Mr. Kalis has over 14 years of experience helping health providers, payers and governments with digital business and product strategy, consumer experience, engagement and innovation.

Mr. Kalis is a thought leader within Accenture and the industry and a frequent speaker on healthcare innovation, digital health and health information technology at leading graduate business schools, industry workshops and conference events.

Mr. Kalis earned a master of business administration from The Carlson School of Management at the University of Minnesota and currently resides in Minneapolis, Minnesota.

Manu Kant

Manu Kant

BPM Practice Lead (Delivery), Optum
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Manu Kant
BPM Practice Lead (Delivery), Optum
Manu Kant

Mr. Kant is a practice lead within the Delivery, Operations, Innovation and Transformations (DOIT) team in Optum. Manu has over 15 years of experience in implementing and leading transformation programs to success leveraging global talent. He has been an evangelist of using innovative technologies and the power of Agile. Manu's background includes visualizing the big picture, process improvement, ensuring ROI on projects, improving the data quality of the process, and end to end business solution.

Marla Kouche

Marla Kouche

Marla Kouche, Director, Customer Service, Quest Diagnostics
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Marla Kouche
Marla Kouche, Director, Customer Service, Quest Diagnostics
Marla Kouche

Marla Kouche, Executive Director of National Customer Services, Quest DiagnosticsMs. Kouche has been with Quest for 18 years and leads the professional software development of all customer facing solutions at Quest, including launches for MyQuestand Care360 EHR in recent years. Previously, her executive roles at Quest have included efforts focused on product management and strategic planning, as well as chief financial office of the MedPlus division.Prior to joining Quest Diagnostics, Marla was esponsible for managing results across a 40-country multinational corporation and for the training of the European subsidiaries in US Accounting rulesat Cincinnati Milacron.Additionally, she was responsible for all SEC and regulatory reporting, and all M&A activity from a financial perspective. Ms. Kouche holds a Masters of Science in Medical Informatics from Northwestern University.

Tom Libretto

Thomas Libretto

Chief Marketing Officer, Senior Vice President, Pegasystems
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Thomas Libretto
Chief Marketing Officer, Senior Vice President, Pegasystems
Tom Libretto

Tom Libretto is Chief Marketing Officer and Senior Vice President, responsible for global marketing initiatives within Pega. Tom has more than 20 years of marketing leadership experience in global technology organizations including Lotus, IBM, Nokia, and most recently as managing director, global head of digital experience at JPMorgan Chase (JPMC), the largest bank in the US. His multi-disciplinary background includes B2B and B2C marketing and sales experience as well as product management, corporate strategy, and business development roles.

While at JPMC, Tom was responsible for defining and executing digital transformation initiatives for the firm, directing digital marketing, social media, brand activation, email marketing, marketing automation, CRM/Business Intelligence, web, mobile, sales enablement, and marketing operations.

Preston Meadows

Preston Meadows

Program Manager, Clinical Licensure Management, Optum
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Preston Meadows
Program Manager, Clinical Licensure Management, Optum
Preston Meadows

Preston Meadows is the Program Manager of the Clinical Licensure Management team in Optum, and the Product Owner for the Pega solution, Partner In Active Licensure. Mr. Meadows has been a leader in Clinical Licensure Compliance for eight years, and has experience with standing up new departments, policy development, and integrating software solutions for operational efficiency.

Michael Means

Mike Means

Managing Director, PEGA Health Lead
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Mike Means
Managing Director, PEGA Health Lead
Michael Means

Mr. Means has more than 15 years of experience managing large-scale IT Projects providing oversight to cross-functional project teams with full life-cycle project responsibilities from initiation through project close. He is PMP certified and has a Lean Six Sigma Green Belt. Mr. Means focus has been on Process Improvement in the Healthcare, Insurance and Financial Services space. He has worked on and/or managed projects pertaining to Claims Processing, Enrollment, Medical Underwriting, Loan Compliance, Customer Service, Sales and CMS Appeals. Mr. Means is interested in leveraging his extensive technical experience, business savvy and Healthcare Industry knowledge to help companies effectively solve challenging business problems.

Murtuza Mukadam

Murtuza Mukadam

Vice President, Global Head of Healthcare Solutions, Virtusa
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Murtuza Mukadam
Vice President, Global Head of Healthcare Solutions, Virtusa
Murtuza Mukadam

Murtuza Mukadam is Vice President and Global Healthcare & Life Sciences Solutions Head, with responsibility for bringing Virtusa’s strategic solutions to its clients. In this role, he leads the development of innovative solutions, strategic partnerships, business development, and thought leadership for Virtusa’s Healthcare and Life Sciences practices.

Since joining Virtusa in early 2014, he has successfully developed and executed several transformation-focused solutions at both national and regional healthcare organizations. The benefits gained through these programs include the reduction in administrative and medical costs, improvements in operational efficiencies, improved customer outcomes, and enhanced customer experiences. The solutions have gained recognition and awards from leading Analyst organizations.

Prior to joining Virtusa, Murtuza was a healthcare executive with a top-tier management consulting firm for +13 year. He led strategy and execution efforts at several Fortune 100 healthcare organizations, driving business transformation efforts. Murtu’s focus include large scale program execution, leading business & technology strategy, business development, and thought leadership on innovations in healthcare.

Murtuza holds a Bachelors in Business from Indiana University’s Kelly School of Business.

Maha Reyes

Maha Awwad Reyes

Senior Director, Health Care Services Corporation
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Maha Awwad Reyes
Senior Director, Health Care Services Corporation
Maha Reyes

Maha is a Senior Director at Health Care Services Corporation (HCSC), the largest customer-owned health insurance company in the United States. HCSC, a Mutual Legal Reserve Company, offers a wide variety of health and life insurance products and related services, through its operating divisions and subsidiaries.In Maha’s current role she has three primary functions: she is the business owner of the transformation program,that governs both the strategy and delivery of Pega’s Product Composer System(PCS); directs the operation and transition over from legacy systems in a phased approach; andis also the department head of the team that delivers or partners on all business artifacts for said systems.

Prior to this role, Maha had spent three years managing other key projects for their legacy product catalog.In this capacity, she helped enable many product strategies that allowed the company to deal with regulatory demands born from Obamacare and changing administrative cost demands.

Tracey Sauls

Tracy Sauls

QMS Project Manager, Quest Diagnostics
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Tracy Sauls
QMS Project Manager, Quest Diagnostics
Tracey Sauls
Tracy was born and raised in New Hampshire, attended college in Miami and has truly become a Floridian. Tracy is not a fan of shoveling snow, however she does love the Patriots. Her love and passion at home are her husband of 13 years and her 12-year-old son. Tracy has worked at Quest Diagnostics in multiple positions for 5 ½ years, currently as QMS Project Manager. Tracy's drive for her career is the passion that she has for her patients and her customers.

Jon Shreve

President & CEO, MCG Health
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Jon Shreve
President & CEO, MCG Health

Mr. Shreve oversees all facets of MCG growth and management. He was Chairman of MCG from 2002 to 2009, and he became its CEO in 2007. From 2002 to 2015, MCG has grown by over ten times. Prior to MCG joining Hearst in 2012, Mr. Shreve had been with Milliman for over 25 years as an Equity Principal and Consulting Actuary. In addition to MCG, Mr. Shreve led or sponsored twenty other practices, including actuarial practices in Denver, Mexico, and Brazil, and Milliman’s risk adjuster, MARA, and its Medical Underwriting Guidelines. He held various leadership positions, including service on Milliman’s Board of Directors and Chairman of its Health Product Committee.

MCG Health, part of the Hearst Health network, helps healthcare organizations implement informed care strategies that proactively and efficiently move patients toward health. MCG’s transparent assessment of the latest research and scholarly articles –along with data analysis –gives patients, providers, and payers the vetted information they need to feel confident in their care management decisions.

Sukanya Soderland

Partner, Healthcare and Life Sciences, Oliver Wyman
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Sukanya Soderland
Partner, Healthcare and Life Sciences, Oliver Wyman

Sukanya Soderland is a Partner in the Health &Life Sciences Practice of Oliver Wyman’s Boston office. She advises health payer and healthcare services clients on developing growth and cost management strategies that help them create a sustainable competitive advantage as the market becomes more consumer-driven and moves towards value based care. She serves as a leader in Oliver Wyman's Health Innovation Center, and she speaks and writes about driving health innovation in a variety of forums, including the Harvard Business Review.

Sukanya has an A.B. (magna cum laude) from Harvard College in Sociology and Economics and an MBA from the Harvard Business School.

Aimee Sziklai

Aimee Sizklai

Vice President, Healthcare Business Unit Leader, Capgemini
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Aimee Sizklai
Vice President, Healthcare Business Unit Leader, Capgemini
Aimee Sziklai

Aimee Sizklai has more than 15 years’ experience working across the healthcare ecosystem. She is a skilled healthcare executive with strong experience in the design, build, and implementation of strategy and operations, vendor management, consulting, technology and business process out-sourcing, sales, and M&A. Aimee has significant managed care and risk model experience including the build and launch of a managed Medicaid payer. She has a proven track record of defining strategic vision, execution, and managing highly effective global operations by executing to plan on budget and within timelines. Her business acumen includes identifying, negotiating, and executing complex business and outsourcing transactions. She is recognized for her ability to build and sustain long-term client relationships.

Susan Taylor

Vice President and Global Business Leader, Healthcare & Life Sciences, Pegasystems
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Susan Taylor
Vice President and Global Business Leader, Healthcare & Life Sciences, Pegasystems

Susan is Vice President and Business Line Leader for Healthcare and Life Sciences, with responsibility for leading our HC and LS business. In that role, she leads HC and LS strategy, go to market, and marketing teams.

Since joining Pega in 2013, Susan has been integral to our expansion in Healthcare, leading the organization to partner with leading organizations such as NASCO, CIGNA, Philips Healthcare and Tenet Healthcare. Susan has more than 20 years of success in providing HC and LS organizations with transformational solutions to complex business challenges through the application of leading technologies and a focus on building a culture of commitment to customer success.

Prior to joining Pega, Susan held senior positions at leading companies including Harvard Pilgrim Healthcare and AT&T Bell Laboratories, where she published papers on rules-based algorithms to support Integrated Circuit design. She co-founded Effective Solutions to support health systems with large scale PACS-RIS implementations.

Susan holds a B.A. in computer science from UCSC, and an MS in Computer Science from Columbia University.

Daniel Thomas

Daniel Thomas

Vice President, Automation, Integration, and Alliances, NTT DATA Services
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Daniel Thomas
Vice President, Automation, Integration, and Alliances, NTT DATA Services
Daniel Thomas
Daniel Thomas is the vice president of Automation, Integration, and Alliances at NTT DATA Services, a Global IT Innovator. He has 15+ years of experience in the IT services industry. His team delivers autonomics, business process management, and integration solutions to global businesses. The worldwide team is comprised of consulting, presales, solutions, and service delivery professionals that enable our customers to deliver next generation solutions both internally and externally.
Jill Weber

Jill Weber

Vice President, Health Management and Consumer Experience, Highmark Health Solutions
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Jill Weber
Vice President, Health Management and Consumer Experience, Highmark Health Solutions
Jill Weber

Jill Weber is currently the Vice President of Health Management and Consumer Experience in the HM Health Solutions organization providing leadership for the product development of web and digital capabilities, operational and analytic database development, member experience call center capabilities, care management applications, event driven integration and services oriented development. Jill is also responsible for leading the agile maturation efforts in the Product and Technology organization.

Previously, Jill worked in the financial services and insurance industry for 19 years in a variety of executive management roles in applications, infrastructure and project management. She’s a certified project manager since 1995 and received the North East Ohio-PMI Kerzner award in project management leadership in 2009. She received MBA, BBA, and AAB degrees from Kent State University and is a Leadership Deep Dive graduate from Case Western Reserve University.