Pega Healthcare Summit 2016


Pega Collaborative Healthcare Summit, Oct. 1–3

Pega's 6th annual Healthcare Summit was our biggest and best yet! Healthcare organizations from around the country came together to discuss the issues, challenges and opportunities facing the industry today.

This year’s 7th annual conference will bring together customers, partners and industry experts to discuss current disruptions in healthcare, including:

  • The impact of the “digital first healthcare customer”.
  • The emergence of artificial intelligence (AI) and robotics as critical components to enable customer journeys that optimize outcomes throughout and across every aspect of healthcare.
  • The effects across industries, from Healthcare (Provider & Payer), to Life Sciences, to Insurance (Life, Personal Lines, & Long Term Care), and Public Sector (Federal, State & Local Government).

Register now and join the conversation!

The Future of Health is everyone’s business.


Watch highlights from last year's Collaborative Healthcare Summit for a sneak peek of what to expect in Boston. | 2:46


October 1–3, 2017
View agenda

The Westin Copley Place Boston
10 Huntington Avenue
Boston, Massachusetts 02116


Featured Sessions

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You already know that technology is revolutionizing our world at break-neck speed, but there’s one thing that’s changing faster —consumer expectations. 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. Want to know about 3D printing? Interested in the evolution of driverless cars? Have you ever wondered what, exactly, is blockchain anyway? Join in the conversation for razor-edge updates about these and other disruptions that are reshaping our world.
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.The session will include a high-level overview of the key business capabilities offered by the Claims Automation for Healthcare solution as well as leading practices and lessons learned based on their implementation experience. In addition, the session will include a discussion on how Blue Cross Blue Shield of Michigan is deploying new data analytic capabilities to help them identify further opportunities to optimize and sustain performance improvements in Claims Operations.
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. The new system, called Agent Desk Top (ADT), makes it simple for our teams to provide higher value service to our customers half of all the physicians and hospitals in the U.S. and has driven remarkable reductions in call handling and Agent training times.
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.
As healthcare complexity grows, it is harder to guide members to select the right coverage and maximize their benefits, especially for government-sponsored healthcare programs. 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.



VP, Group Sales Delivery, Health Care Services Corporation (HCSC)


Manager, Workforce Optimization, Blue Cross Blue Shield of Michigan


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


Director, Innovation & Customer Experience, Aflac


AVP, Customer Service, UCare


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


Customer Experience Manager, Blue Cross Blue Shield of Arizona


Director, Customer Service, Quest Diagnostics


President & CEO, MCG Health


Vice President, Global Business Leader Healthcare & Life Sciences, Pega


VP, Health Management and Consumer Experience, Highmark Health Solutions

Experience last year’s Healthcare Summit

Healthcare Summit 2016 Replay | 49:58

Collaborative Healthcare Providers in the 21st Century

Healthcare Summit 2016 Replay | 57:01

Claims Operations Transformation - Where Strategy Has ROI

Healthcare Summit 2016 Replay | 49:31

Using Robotic Automation to Rapidly Improve your Operational Efficiency

Healthcare Summit 2016 Replay | 21:30

The Changing Nature of Healthcare – How Digital is Enabling Healthcare Transformation

In participation with

Diamond Sponsors


Sapphire Sponsors


Emerald Sponsors

NTT DataRuleswareTech Mahindra