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Customer Experience

Patient Experience Forum

Four Seasons Hotel, Westlake Village, CA

July 24–26, 2023


For executives in hospitals and healthcare, the stakes have never been higher

Modern patients expect more from providers than ever before. Companies that ignore those expectations do so at the risk of potentially existential peril, while those that succeed may gain patients for life.

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Advisory Board:

  • Michael Cross  (Stanford Health Care), Executive Director, Patient Access and Financial Clearance Services
  • Maan Fares (Cleveland Clinic), Chairman, Global Patient Services
  • Ehab Goldstein (LifeScan Inc.),  Vice President, OneTouch Global Customer Care & Strategic Insights
  • Tricia Kassab (Palomar Health),  Vice President Quality & Patient Safety
  • Cecilio Murillo (CommonSpirit Health),  System Director, Access Innovation
  • Douglas Newton (SonderMind),  Chief Medical Officer
  • Patrick Pianezza (Prime Healthcare), Corporate Director of Patient Experience
  • Chelsea Robert (Berkshire Health Systems, Inc), Director of Patient Experience
  • Troy Shaffer (SCAN Health Plan), Vice President Contact Center Operations, Member Services
  • Kimberly Sweeney (Roswell Park Comprehensive Cancer Center),  Executive Director Medical Concierge

Topics for discussion include:

  • Post-Pandemic Telehealth: Creating a Hybrid Model that Works
  • Creating a Positive Employee Experience to Improve Patient Experience
  • KnowledgeBridge™: Making The Most of Your PFACs
  • KnowledgeBridge™: Fostering Adherance and Trust Between Patients and Providers
  • Creating Consistency In Your Organization’s Digital Channels
  • Omniexperience: Creating a Unified Patient Experience Voice Across Your Organization
  • KnowledgeBridge™: The Importance of Patient Referrals
  • KnowledgeBridge™: Integrating AI and Analytics into your Patient Experience
  • What’s Next for Patient Experience: Emerging Trends
  • PX and Price Transparency
  • KnowledgeBridge™: Personalization in PX: Creating the Perfect Experience
  • KnowledgeBridge™: Patient Centricity in Clinical Trials
  • Creating Patient Loyalty Outside of the Office
  • KnowledgeBridge™: Addressing the Great Resignation
  • DEI in PX: Including All Voices and Journeys In Your Organization

Please view Consero’s health and safety protocols for in-person events here.


Critical Voices, Exceptional Dialogue

Hear from and interact with some of the most influential voices in this space.

Shannon Hunnicutt

Director of Call Center Operations

Sentara Healthcare

Maimah Karmo


Tigerlily Foundation

Cecilio Murillo

System Director, Access Innovation - Physician Enterprise

CommonSpirit Health

David Vaughan

Virtual Health and Digital Patient Experience Lead

Kelsey-Seybold Clinic

Stephanie Wells

Director of Patient Experience

Methodist Health System

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