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Customer Experience

Patient Experience Forum

Four Seasons Hotel Westlake Village, Westlake Village, CA

July 24–26, 2022


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.

Topics for discussion include:

  • Putting Patients First: Breaking Cross-Functional Silos To Create Shared Value
  • The COVID Journey: How The Pandemic Has Changed Patient Framework
  • Doctors vs. Data: Pairing Privacy with Pragmatism
  • Connecting With Patients: Implementing Patient Feedback Into Your Care
  • Innovating the Patient Journey
  • Turning Patients Into Cheerleaders For Your Brand
  • Keeping Patients Happy and Healthy Through Self Care
  • Patient Micro-Experience: Maximizing Personalization of Care
  • Patient Experience and Consumerism: What’s Next?
  • Measuring the ROI Of Patient Experience
  • Multiexperience in Patient Care
  • Making your Digital Experience an Asset
  • Leveraging Patient Carers For Your Patient Experience
  • Key Steps to Driving Patient Satisfaction

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.

Andrea AkenOva

Director, Patient and Family Center Care

Phoenix Children's

Jeff Anglin

Director, Customer Experience & Design


Shashi Bellam

Physician Director of Patient Experience for Inpatient Legacy

NorthShore University Health System

Emilie Bartolucci

National Director Operational Excellence (OPX)


Stephanie Birkey Reffey

Patient Advocacy and Alliance Relations Director

Exact Sciences

LaDawn Bradley

National Director of Patient Experience


Marcia Collyer

Director, Patient Experience

Erlanger Health System

Michael Cross

Executive Director, Patient Access and Financial Clearance Services

Stanford Health Care

Aliene Deale

Director, Patient Access Operations

Anne Arundel Medical Center

Audrey Ducker

Director of Patient Experience

Peterson Health

Wendy Erler

Vice President, Global Head Patient Experience, STAR and Patient Advocacy

Alexion Pharmaceuticals, Inc.

Maan Fares

Chairman, Global Patient Services

Cleveland Clinic

Jason Fischer

Director of Environmental and Patient Transportation Services

Houston Methodist

Jeremy Freshcorn

Vice President of Risk Management, Quality, and Patient Safety


Jim Freeze

Chief Marketing Officer


Kristy Gay

Patient Experience Officer

Baptist Memorial Health Care Corporation

Gokul Gopalan

Vice President Global Medical Affairs

Vertex Pharmaceuticals

Kathleen Gorman

EVP, Patient Care Services & Chief Operating Officer

Children's National Medical Center

Shirley Hall Miller

Associate Director - Patient Engagement & Communications

Forma Therapeutics

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

Ashley Kangarloo

Director of Hospital and Patient Services

Fresenius Medical Care North America

Tracy Laibson

Director - Consumer Experience Strategy

Allina Health

Cecilio Murillo

System Director, Access Innovation

CommonSpirit Health

Tricia Mullins

Global Head, Early Patient Engagement & Professional Societies (Ex-China)


Chinomnso Nnodum

Director of Client Services - Patient Access Center

Montefiore Health System

Patrick Pianezza

Corporate Director of Patient Experience

Prime Healthcare

Suma Rao-Gupta

Director, Patient & Family Education Services

Ann & Robert H. Lurie Children’s Hospital of Chicago

Karen Resh

Executive Director Nursing and Patient Services

Cone Health

Chelsea Robert

Director of Patient Experience

Berkshire Health Systems

Troy Shaffer

Vice President Contact Center Operations, Member Services

SCAN Health Plan

Lori Thorp

Director Of Rehabilitation Services, Patient Support Services, Orthopedic Service Line

Eskenazi Health

Amy Sherman

Patient Access Director Multisites

MedStar Health

Regina Shupe

Executive Director Patient and Guest Services / Experience Officer

The Christ Hospital Health Network

Elizabeth Upham

Director of Patient Experience

Capital Health System

Cecille Riggs

Vice President for Home Health and Home Care Division

Empath Health

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