Becker's Healthcare Patient Experience + Marketing Virtual Forum

BECKER'S HEALTHCARE PATIENT EXPERIENCE + MARKETING FORUM

BECKER'S HEALTHCARE PATIENT EXPERIENCE + MARKETING Virtual FORUM

discussion points

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Anne Ballentine, Vice President, Marketing & Communications, Rogers Behavioral Health

Stacey Parkin, MBA, CXO, Chief Patient Experience Officer, MultiCare Health System

Heather Valentine, Assistant Vice President, Marketing & Communications, Loma Linda University Health

Caryn Stancik, Chief Communications & Marketing Officer, Cook County Health

Alan Dubovsky, Chief Patient Experience Officer, Cedars-Sinai

Don Stanziano, APR, Chief Marketing & Communications Officer, Geisinger

Wednesday September 2nd, 2020 11:00 am - 3:00 pm CT

As patient satisfaction measures have become more common and fiscally consequential for hospitals, healthcare leaders' understanding of the patient experience has become more sophisticated. Giving patients a personalized and empathetic experience once they are in the facility is a crucial piece of care delivery for all providers. But a truly patient-centric approach to care begins even before a patient interacts directly with a clinician. This is where marketing and the patient experience meet. This September, join leading chief patient experience officers and healthcare marketing executives from around the nation for Becker's first-ever Healthcare Patient Experience + Marketing Virtual Forum. Key discussion points will include building compassion-fatigue proof marketing campaigns, winning back patients in the aftermath of a pandemic, and the best ideas to improve the digital patient experience both inside and outside the hospital. This is vital discussion. You should be a part of it.

Michele Szczypka, Chief Marketing & Communications Officer, Trinity Health MI/FL/GA

Marketing:

Patient Experience:

The Average Patient is Now a More Anxious Patient: Meeting Changed Expectations The Fissures that Mean Your System’s Patient Experience is About to Break -- and How to Repair Them Key Questions CXOs Ask Themselves to Gauge Their Team’s Progress on a Monthly, Quarterly and Annual Basis Best Ideas to Boost the Digital Patient Experience Inside and Outside of the Hospital

David A. Feinberg, Senior Vice President and Chief Marketing & Communications Officer, Mount Sinai Health System

Peter Kung, MBA, MS, FACHE, Vice President and Chief Innovation Officer, SCL Health

Mark Bosko, Vice President, Marketing & Public Relations, Western Reserve Hospital

Lindsay Caulfield, Senior Vice President and Chief Marketing & Experience Officer, Grady Health System

Ghazala Sharieff, MD, Chief Medical Officer, Clinical Excellence & Experience and Corporate Senior Vice President, Scripps Health, San Diego

Chris Brainard, Senior Director, Patient Experience & Engagement, UAB Medicine

Lisa Drumbore, Vice President and Chief Experience Officer, Saint Peter's Healthcare System

special thanks to our corporate sponsors:

featured speakers

special thanks to our corporate sponsors:

Pam Guler, MHA, FACHE, CPXP, LSSMBB, Vice President and Chief Experience Officer, AdventHealth

Adrienne Boissy, MD, MA, Chief Experience Officer, Cleveland Clinic

thank You to our sponsors:

agenda

Caryn Stancik, Chief Communications & Marketing Officer, Cook County Health Heather Valentine, Assistant Vice President, Marketing & Communications, Loma Linda University Health Moderated by Brian Zimmerman, Custom Content Editor, Becker’s Healthcare

The toughest specialties to market: Why and how to overcome the challenge

Anne Ballentine, Vice President, Marketing & Communications, Rogers Behavioral Health System Mark Bosko, Vice President, Marketing & Public Relations, Western Reserve Hospital Michele Szczypka, Chief Marketing and Communications Officer, Trinity Health MI/FL/GA Moderated by Ayla Ellison, JD, Managing Editor, Becker’s Healthcare

Meeting patients where they are: How the pandemic changed hospitals’ marketing strategies

David A. Feinberg, Senior Vice President, Chief Marketing and Communications Officer, Mount Sinai Health System Valerie M. Simon, Chief Marketing and Communications Officer, Atlantic Health System Don Stanziano, APR, Chief Marketing & Communications Officer, Geisinger Moderated by Molly Gamble, Editor-in-Chief, Becker's Healthcare

Compassion fatigue-proof marketing campaigns: Do’s and don’ts from top health systems

Adrienne Boissy, MD, MA, Chief Experience Officer, Cleveland Clinic Peter Kung, MBA, MS, FACHE, Vice President, Chief Innovation Officer, SCL Health Stacey Parkin, MBA, Chief Patient Experience Officer, MultiCare Health System Ghazala Sharieff, MD, Chief Medical Officer, Clinical Excellence & Experience and Corporate Senior Vice President, Scripps Health, San Diego Moderated by Laura Dyrda, Editor-in-Chief, Becker’s Healthcare

The average patient is now a more anxious patient: Meeting changed expectations

Chris Brainard, FACHE, Senior Director, Patient Experience & Engagement, UAB Medicine Lindsay Caulfield, Senior Vice President and Chief Marketing & Experience Officer, Grady Health System Alan Dubovsky, Chief Patient Experience Officer, Cedars-Sinai Moderated by Morgan Haefner, Editor, Becker's Healthcare

The fissures that mean your system’s patient experience is about to break -- and how to repair them

Lisa Drumbore, Vice President and Chief Experience Officer, Saint Peter's Healthcare System Rick Evans, MA, Senior Vice President, Chief Experience Officer, NewYork-Presbyterian Hospital Pam Guler, MHA, FACHE, CPXP, LSSMBB, Vice President, Chief Experience Officer, AdventHealth Susan Murphy, RN, BSN, MS, Chief Experience and Innovation Officer, UChicago Medicine Moderated by Anuja Vaidya, Assistant Editor, Becker's Healthcare

Key questions CXOs ask themselves to gauge their team’s progress on a monthly, quarterly and annual basis

Rick Evans, MA, Senior Vice President and Chief Experience Officer, NewYork-Presbyterian Hospital

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Neil Gomes, Chief Digital Officer and Executive Vice President of Technology Innovation and Consumer Experience at Thomas Jefferson University and Jefferson Health System

Darron Rock, Director of Marketing at Northwest Specialty Hospital

Marketing and Patient Experience Strategies During a Pandemic - Craig Daly, GM Healthcare, Podium

Scott Becker Interviews Howard Kern, CEO of Sentara Healthcare

Reem Nouh, Senior Vice President of Strategy at Adams & Knight & Dave Whitehead, Executive Vice President for Strategy and Transformation at Hartford Healthcare

Continue the discussion with the latest in thought leadership in the healthcare industry.

virtual Hub

Podcasts

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Learn the best strategies for acquiring patients via modern digital front door

When seeking care, 58 percent of consumers search online for their symptoms, condition, referred providers or nearby services. Triage Bot, a digital front door for patient acquisition, combines 20 years of Isabel Healthcare’s symptom checker and triage machine learning development with MedChat’s HIPAA-compliant modern chatbot platform. In this report, you'll learn more about the data and evidence used to create the modern digital front door every consumer wants. Sponsored by:

Download now!

featured whitepapers

Craig Daly, Vice President, Healthcare Solutions, Podium Robin Zebroski, Vice President, Strategic Marketing & Communications, Monument Health Sponsored by:

Convenience Wins: Marketing and Patient Experience Strategies for the Modern Consumer

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Susan Murphy, RN, BSN, MS, Chief Experience and Innovation Officer, UChicago Medicine

Keynote speakers

Keynote Sessions

Bill Krause, VP/GM, Connected Consumer Health Provider, Change Healthcare Sponsored by:

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Price transparency drives outstanding patient experience

Becker's Patient Experience + Marketing Virtual Forum

Jennifer Thompson, Former Elected Official and President of a Variety of Companies Dealing with Marketing and Employee Engagement with Medical Practices

2:00 PM CT | keynote

11:00 AM CT | keynote

11:45 AM CT | featured session

12:25 PM CT | featured session

1:20 PM CT | panel discussion

VIEW ON DEMAND

View On Demand

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Convenience Wins: Marketing and Patient Experience Strategies for the Modern Consumer

Featured workshop

sponsored by:

Craig Daly, Vice President, Healthcare Solutions, Podium

Robin Zebroski, Vice President, Strategic Marketing & Communications, Monument Health

Covid-19 has forced healthcare providers to redefine the patient journey overnight. Marketing and patient experience leaders have been tasked with finding new strategies to increase search and web traffic, streamline patient communications, deploy telehealth solutions, and even transact digitally to safely serve the patients in their care. Innovative healthcare systems like Monument Health have rapidly changed the way they do business to deliver a modern patient experience powered by messaging—from chat to check-up—100% digitally. Join this insightful session to learn:

New research on how consumer behavior and brand expectations have changed Why secure texting is the present and future of patient care and engagement How to leverage omnichannel messaging to grow reviews, dominate search, convert web traffic, schedule appointments, and more New ways healthcare systems can recruit through digital engagement and communication strategies Best practices for mastering the modern patient journey How to reduce friction in your patient billing process

Becker's Patient Experience + Marketing Virtual Forum

Hospital and health system leaders, particularly those in competitive markets, have expressed concern over compliance with the CMS price transparency regulation that is effective on January 1, 2021. Some providers worry about their ability to implement appropriate technologies to become compliant. Others worry that they will not be the low-cost provider in their market and that this will impact revenue. However, price transparency should be seen as an opportunity to deliver an outstanding patient experience – one that drives new patient acquisition and loyalty – rather than as a burden. In this session, we’ll discuss how savvy hospitals are using the price transparency rule as a step toward consumer-facing digital transformation, market differentiation, and patient experience improvement.

Bill Krause, VP/GM, Connected Consumer Health Provider, Change Healthcare

Price transparency drives outstanding patient experience

Featured session