Agenda – 2nd Patient Experience Conference

  • Day One
  • Day Two

Day One

 

9:00AM – 9:15AM

Welcome and Conference Co-Chairs’ Opening Remarks
Rebecca Ruckno, Director, Patient and Family Advocacy and Interpretive Services, GEISINGER HEALTH SYSTEM
Douglas Noland, Executive Director, Patient Experience, ASTELLAS

9:15AM – 10:00AM

Accelerate a Culture Shift Through Rapid Short-Term Results Generation
Douglas Noland, Executive Director, Patient Experience, ASTELLAS

10:00AM – 10:45AM

Impact of Cultural Diversity Affects the Patient Experience
Rebecca Ruckno, Director, Patient and Family Advocacy and Interpretive Services, GEISINGER HEALTH SYSTEM

10:45AM – 11:15AM

Networking Break

11:15AM – 12:00PM

The Fourfold Strategy to Enhance Patient Engagement
Kelly Taylor, Division Director of Quality and Care Management, MERCY ACO

12:00PM – 12:45PM

Engaging Patients Via Online Discussions
Peter Gannon, SVP, Business Partnerships, WITHIN3

12:45PM – 1:45PM

Networking Luncheon

1:45PM – 2:30PM

PANEL DISCUSSION: Opioid Crisis: Managing Patients’ Pain Expectations
Moderator
Rebecca Ruckno, Director, Patient and Family Advocacy and Interpretive Services, GEISINGER HEALTH SYSTEM
Penney Cowan, Founder and CEO, AMERICAN CHRONIC PAIN ASSOCIATION

2:30PM – 3:15PM

Why the “Why” Matters in Patient Multichannel CRM Campaigns
Daniella Koren, Founder, CEO, ARCHES TECHNOLOGY

3:15PM – 3:45PM

Networking Break

3:45PM – 4:30PM

Patient Engagement — It Doesn’t Have to Be Just a Buzzword
Beth Zaharoff, Director, Patient-Focused Clinical Trial Engagement, TESARO

4:30PM – 5:15PM

Cultivate a Culture of Compassion
Patricia Haresign, M.S., BSN, RN-BC, Patient Experience Nurse Specialist, SIBLEY HOSPITAL/JOHNS HOPKINS MEDICINE

5:15PM – 5:30PM

Co-Chairs’ Closing Remarks
Rebecca Ruckno, Director, Patient and Family Advocacy and Interpretive Services, GEISINGER HEALTH SYSTEM
Douglas Noland, Executive Director, Patient Experience, ASTELLAS


Day Two

 

Track One: Life Science

9:00AM – 9:15AM

Chair’s Recap of Day One

Douglas Noland, Executive Director, Patient Experience, ASTELLAS

9:15AM – 10:00AM

When PROs Aren’t Enough to Improve the Patient Experience

Jennifer Horonjeff, Ph.D., Founder and CEO, SAVVY COOPERATIVE; Patient Advocate

10:00AM – 10:45AM

Sales Force 2.0

Jay Graves, Vice President of Sales, ROCHE DIABETES CARE

Track Two: Healthcare Services

9:00AM – 9:15AM

Chair’s Recap of Day One

Rebecca Ruckno, Director, Patient and Family Advocacy and Interpretive Services, GEISINGER HEALTH SYSTEM

9:15AM – 10:00AM

Create an Extraordinary Patient Experience: Steps to Achieving the 90th Percentile

Joe Leggio, MBA, Senior Director, Patient and Customer Experience, LENOX HILL HOSPITAL

10:00AM – 10:45AM

The Patient/Family Experience Staff Helpline

Susan Milligan, Manager-Family Resource Center, Guest Services and Concierge Services , CINCINNATI CHILDREN’S HOSPITAL & MEDICAL CENTER

 

10:45AM – 11:15AM

Networking Break

 

11:15AM – 12:00PM

Design Thinking As a Way to Improve the Patient Experience

Mary E. Elmer, Director — Patient, Caregiver and Consumer Experience, MERCK

12:00PM – 12:45PM

Consumer Perspectives of Patient Experience

Craig A. Thomas, Director of Customer Engagement, SMG

11:15AM – 12:00PM

A Gerontologist Guide to the Patient Experience

Dan Levitt, Executive Director, TABOR VILLAGE

12:00PM – 12:45PM

Case Study: Mission Experience: Transforming Care in the Ambulatory Setting

CJ Merrill, Patient Experience Officer, Mission Health System
Lauren Valencic, Ambulatory Experience Coordinator, Patient Experience and Engagement, Mission Health System

 

12:45PM – 1:45PM

Networking Lunch

1:45PM – 2:30PM

PANEL DISCUSSION: How Patients Turn Pain Points Into Innovations
Moderator
Jennifer Horonjeff, Ph.D., Founder and CEO, SAVVY COOPERATIVE; Patient Advocate

Panelists
Todd Bello, Founder and CEO, OVERCOMING PSORIASIS; Patient Advocate
Loune Calixte, Founder, Patch Benefit; Patient Advocate
Gabrielle Hernaiz-De Jesus, Life Sciences Consultant, IBM; Patient Advocate
Amanda Wang, Founder, You Matter; Patient Advocate

2:30PM – 3:15PM

How Are Patients Shaping the System That Serves Them?
Suzanne Schrandt, Director, Patient Engagement, ARTHRITIS FOUNDATION

3:15PM – 4:00PM

Designing Data-Driven Patient Journeys Online: Awareness, Interest, and Action
Liz Presson, Digital Media and Community Experience, Oticon Medical

4:00PM – 4:15PM

Co-Chairs’ Closing Remarks
Rebecca Ruckno, Director, Patient and Family Advocacy and Interpretive Services, GEISINGER HEALTH SYSTEM
Douglas Noland, Executive Director, Patient Experience, ASTELLAS

4:15PM –

Forum Concludes