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When: October 1 - 3

Where: The Westin Copley Place Boston

Thank you for attending Pega’s Collaborative Healthcare Summit!

We hope it offered many insights, and invite you to share with your colleagues.

Watch. Learn. Share. Repeat…

Maybe you missed it… With so much to see and hear, it was almost impossible to take it all in, so we are bringing select sessions from the conference to you!

Please be sure to check this page frequently over the next few weeks as we will be updating the site with more content from the event. Please note that you will find presentations and videos in the agenda next to the abstracts below. Where applicable (for your convenience) we included links to both.

Keep it going!

The journey to transform healthcare didn’t end at the Summit. Pega Healthcare is leading the way in next generation customer engagement by helping you turn every customer moment into a healthy opportunity. Thank you again for being an integral part of this journey.

See highlights from the event

 

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Event Agenda

9:00am

Introductory Remarks

Susan Taylor, Vice President and Global Business Leader, Healthcare & Life Sciences, Pegasystems
Pega Collaborative Healthcare Summit 2017: Introductory Remarks - Susan Taylor
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The 7th Annual Pega Collaborative Healthcare Summit (Presentation)
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9:00am

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

Dr. Yele Aluko, MD, MBA, FACC, FSCAI, Chief Medical Officer, EY
Digital Disruption in Healthcare – Optimizing the Patient Journey (Presentation)
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9:00am

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
Pega Collaborative Healthcare Summit 2017: Anthem’s Journey to Transform its Customer Journeys
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Anthem’s Journey to Transform its Customer Journeys (Presentation)
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11:00am

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
Pega Collaborative Healthcare Summit 2017: Artificial Intelligence – Healthcare’s New Nervous System
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11:00am

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
Pega Collaborative Healthcare Summit 2017: HCSC’s Transformational Journey with Pega’s Product Composer System
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HCSC’s Transformational Journey with Pega’s Product Composer System (Presentation)
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11:00am

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
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The Compliance Advantage in Medicare Advantage (Presentation)
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2:15pm

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
Pega Collaborative Healthcare Summit 2017: 4UM: From Provider to Patient-Efficient, Compliant, & Complete
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4UM: From Provider to Patient-Efficient, Compliant, & Complete (Presentation)
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2:15pm

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
Making Our Customers, Teams & Stockholders Happy: Quest Diagnostics’ Service Journey (Presentation)
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2:15pm

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
Business Disrupted: 20 Innovations That Could Forever Change Your Customer Experience (Presentation)
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2:15pm

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
A Tale of Three Projects: Deployment Best Practices (Presentation)
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2:15pm

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
Unifying Communications at AZ Blue via Pega Marketing (Presentation)
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2:15pm

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
2:15pm

Insights & Strategies into Small Group & Consumer Sales

Brian Barnett, Vice President, Technology & Business Solutions, Hoverstate
Robert Fauver, Managing Partner, Chief Strategy Officer, Hoverstate
Expand Your Channel: Selling Direct to Small Business Customers with Pega (Presentation)
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2:15pm

Supporting Partner-Based Sales

Chris Benedetto, Director, Sales Automation, Pegasystems
The Future of Partner Sales (Presentation)
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4:15pm

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
Pega Collaborative Healthcare Summit 2017: The Next Frontier in Personalized Health
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The Next Frontier in Personalized Health (Presentation)
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4:15pm

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
Provider Lifecycle Management: The Next Generation Solution for Managing Provider Relationships (Presentation)
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4:15pm

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

David deMilo, Distinguished Engineer, IT, Cisco
Pega Collaborative Healthcare Summit 2017: A Vision for Collaboration in Patient Care
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A Vision for Collaboration in Patient Care (Presentation)
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8:30am

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
Making Evidence-Based Disease Management Work (Presentation)
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8:30am

Day Two Welcome

Tom Libretto, Chief Marketing Officer & Senior Vice President, Pegasystems
Pega Collaborative Healthcare Summit 2017: Welcoming Address - Tom Libretto
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Pega Collaborative Healthcare Summit 2017: Day Two Opening Remarks - Tom Libretto (Presentation)
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8:30am

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
Pega Collaborative Healthcare Summit 2017: The Next-Generation Digital Healthcare Platform for Patient Engagement
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The Next-Generation Digital Healthcare Platform for Patient Engagement (Presentation)
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8:30am

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

Pega Collaborative Healthcare Summit 2017: Reshaping Healthcare, One Journey at a Time
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10:30am

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
Claims Transformation @ Blue Cross Blue Shield of Michigan - Business Results Powered by Pega Solutions (Presentation)
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10:30am

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

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
Pharma Social Media Customer Care: How to Leverage the World’s Largest Focus Group (Presentation)
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10:30am

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

Getting the Right Robots? Getting the Robots Right?

Abby Johnson, Partner, Healthcare, EY
Getting the Right Robots? Getting the Robots Right? (Presentation)
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10:30am

DevOps 101: What to Know & Where to Begin

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

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

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
CareFirst BCBS’s March Towards Digitization of Sales and Onboarding (Presentation)
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1:30pm

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

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
Managing Claims Inventory @ UPMC (Presentation)
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3:30pm

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

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
Moving From Remediation to Prevention: Addressing Customer Insurance Needs With AI & IOT (Presentation)
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3:30pm

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
Taking the Red Tape out of Regulated Insurance (Presentation)
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3:30pm

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
The Future of Work: Robots Enhancing the Human Experience (Presentation)
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3:30pm

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
Designing a Global IT Architecture to Support Digital Patient Interactions (Presentation)
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3:30pm

The Digital Insurer: The Art of the Possible

Avril Castagnetta, Senior Manager, EY
Digital Insurer: The Art of the Possible (Presentation)
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