Engagement Strategies, August 18-20, 2020

Right Care, Right Time: Using Patient Feedback to Improve Visibility on Google and Drive Service Line Volumes

Take your reputation management to the next level! Hear how MultiCare’s 4-step strategy to connect with patients throughout their healthcare journey led to a 200% increase in Google actions in just 4 months. Examine the impact on SEO, engagement, and patient satisfaction.

George Hampton, Senior Director of Marketing & Communication and

Cody Hanson, Digital Marketing Specialist, MultiCare Health System (Spokane, WA)

Annie Haarmann, Senior Director of Healthcare Strategy, Reputation.com

Deep Listening to Understand Consumers

Jeff House, VP, Consumer  Insights, Atrium Health

Dean Browell, Co-Founder and EVP, Feedback

Carla Bryant, Executive Vice President, Corrigan Consulting

Beyond Patient Acquisition: Re-Engagement Strategies to Drive Lifetime Value

Effective patient marketing goes beyond the initial acquisition. It also requires continual engagement with patients to grow lifetime value. Learn how Cleveland Clinic re-engages with former and current patients to bring them back into the system. Examine actionable strategies, tactics, and results.

Sue Omori, Executive Director, Marketing Account Services, Cleveland Clinic (Cleveland, OH)

Tom Hileman, CEO & President, Hileman Group

Leadership in the New Era of Experience

As healthcare organizations seek to create a more human, consumer-focused experience, the best results will happen when marketing and patient experience leaders work together. Hear new research on what consumers want from their healthcare providers. Learn how Stanford Health Care designed a new hospital that provides a more patient- and family-friendly experience and the most advanced care in the world.

Michiko Tanabe, Vice President & Chief Marketing Officer and

Alpa Vyas, Vice President, Patient Experience, Stanford Health Care (Menlo Park, CA)

Carolyn Bugg, Senior Director, Strategy, Monigle

Understanding Your Digital Customers

As virtual front doors, websites have a major impact on how people view an organization. And, the Coronavirus pandemic has only elevated consumer expectations for personalized digital experiences. Examine research on consumer healthcare expectations and behaviors generally, and how they have been changed by the pandemic. Hear what hospitals need to do digitally in this ‘new normal,’ including what consumers want and how to improve the online experience.

Kathy Divis, President, Greystone.Net

Rob Klein, Founder & CEO, Klein & Partners

On-Demand Virtual Care: Cost Benefit Ratios

Rush University Medical Center, like healthcare organizations nationwide, has replaced some appointments with video encounters. And, they’ve developed an on-demand video visit program, the virtual equivalent of a walk-in clinic that allows patients to seek care without an appointment for common conditions and concerns. Hear about the program, and how it is tied to Rush’s overall strategy, Examine the recent growth and metrics, new patient acquisition, provider coverage model, marketing and more!

Tara Nooteboom, Manager of Digital Patient Engagement and

Tatyana Popkova, System Senior Vice President & Chief Strategy Officer, Rush University Medical Center (Chicago, IL)