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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
  • Maimah Karmo (Tigerlily Foundation), Founder
  • Kimberly Sweeney (Roswell Park Comprehensive Cancer Center),  Executive Director Medical Concierge

Topics for discussion include:

  • Post-Pandemic Telehealth: Creating a Hybrid Model that Works
  • Building a Positive Employee Experience to Improve Patient Experience
  • Reducing Turnover in Revenue Cycle
  • Ensuring Consistency Across Digital Channels
  • Omniexperience: Creating a Unified Patient Experience Voice Across Your Organization
  • PX and Price Transparency
  • The Elephant in the Room: Addressing Burnout Within Your Organization
  • DEI in PX: Including All Voices and Journeys In Your Organization

Rotating Roundtable Discussions

  • Understanding the Five Generations of Patients
  • Making The Most of Your PFACs
  • Fostering Adherance and Trust Between Patients and Providers
  • Integrating AI and Analytics into your Patient Experience
  • The Importance of Patient Referrals
  • Personalization in PX: Creating a Tailored Experience
  • Patient Centricity in Clinical Trials
  • Addressing the Great Resignation

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.

Carrie Davis

Vice President of Patient Experience

Hanger Clinic

Casey Denby

Senior Director, Enterprise Sales


Maan Fares

Chairman, Global Patient Services

Cleveland Clinic

Karim Ghanem

Vice President, Operations

HCA Healthcare

Ehab Goldstein

Vice President, OneTouch Global Customer Care & Strategic Insights

LifeScan Inc.

Shawishi Haynes

Director of Revenue Cycle & Managed Care Operations

Valley Presbyterian Hospital

Shannon Hunnicutt

Director of Call Center Operations

Sentara Healthcare

Brittany Kaliscik

Director of Patient Experience

New York Cancer & Blood Specialists

Maimah Karmo


Tigerlily Foundation

Tricia Kassab

Vice President Quality & Patient Safety

Palomar Health

Holly Koehler

Vice President, Patient Access Services

Northwell Health

Cecilio Murillo

System Director, Access Innovation - Physician Enterprise

CommonSpirit Health

Patrick Pianezza

Corporate Director of Patient Experience

Prime Healthcare

Chelsea Robert

Director of Patient Experience

Berkshire Health Systems

Troy Shaffer

Vice President, Contact Center Operations, Member Services

SCAN Health Plan

Erica Steed

Director, Patient Experience

Wellstar Health System

David Vaughan

Virtual Health and Digital Patient Experience Lead

Kelsey-Seybold Clinic

Amy Waterman

Director, Patient Engagement, Diversity, and Education

Houston Methodist Hospital

Stephanie Wells

Director of Patient Experience

Methodist Health System

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