Why Patient Engagement Doesn’t Work: Lessons Learned to Drive Consumer Empowerment
Past Event
event date
September 23, 2021 12:00 pm ET

Why Patient Engagement Doesn’t Work: Lessons Learned to Drive Consumer Empowerment

Research shows effective patient engagement improves outcomes, reduces costs and boosts patient satisfaction. With innovative technologies making it easier for patients and consumers to access care, the old patient engagement strategies and tactics no longer apply. Healthcare payers and providers must adapt to the shifts in patient behavior by meeting consumers where they are and on their terms. Our expert panel will share best practices and success stories on how healthcare organizations can completely transform the ways they connect, interact, and engage with their patients.


Steve Peretz

Director, Health Experience & Product Strategy, Appnovation

Steve brings nearly 15 years of healthcare experience working with pharma brands, CPG wellness, and change management platforms. Successfully navigating through such a highly regulated industry brings its own unique challenges, but he has the experience to tackle them head-on and knows that digital has the power to transform the healthcare landscape and bring ambitious new ideas to life.

Susie Hume

Director of Digital Strategy, Experience and Delivery, Excellus BlueCross BlueShield

Susie is responsible for building the enterprise digital strategy roadmap for members, providers, brokers, employers. She also manages user experience research and design, digital analytics, agile product delivery, and digital content operations. She is passionate about transforming the customer/patient experience with technology. In addition, she has taught multiple courses an adjunct college professor on digital marketing, innovation, and business analytics.

Susan Edgman-Levitan, PA

Executive Director, John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital

Prior to MGH, Susan was the founding President of the Picker Institute. A constant advocate of understanding the patient’s perspective on healthcare, she has been the co-principal investigator on the Harvard Consumer Assessment of Healthcare Providers and Systems (CAHPS) study, and is a member of the Lucian Leape Institute at the Institute for Healthcare Improvement (IHI) and Senior Fellow at IHI. She is an editor of “Through the Patient’s Eyes”, a book on creating and sustaining patient-centered care; “The CAHPS Improvement Guide, and co-authored the Institute of Medicine 2006 report, The Future of Drug Safety: Promoting and Protecting the Health of the Public.

Susan serves on several boards and national advisory committees, including the ABIM Council and the ABIM Foundation, and the Primary Care Collaborative. In 2007, she received the Leadership and Innovation Award from the Center for Information Therapy and the 2016 Inaugural Richard Nesson Award from the Massachusetts Health Quality Partnership.

Susan holds degrees from the University of Michigan and the Duke University Physician Assistant program, where she received the Distinguished Alumni Award and was inducted into the Duke University Medical Center Hall of Fame, in 2004.

Ana Eberhard

Vice President, Member Experience, AvMed

Ana oversees all Advertising, Brand Marketing, Events and Corporate Sponsorships, Public Relations/Communications, and Member Engagement (Member and Provider Call Centers) in support of AvMed’s Commercial, Medicare, and Individual and Family Plan lines of businesses.

She joined AvMed in July 2014 and brought with her a vast knowledge base from brand and category experiences amassed through 32+ years working with agencies from top Global Advertising networks, Publicis and Omnicom Group. Top brands and categories supported include: Automotive – BMW of North America, Banking (Retail) – PNC Bank, Beverages – Polar Beer, Consumer; Packaged Goods – General Mills, Nestle, and ConAgra, Financial – Capital One Credit Card Services and Fleet Credit Cards Services, Insurance – Florida Blue, Humana, Travelers Insurance, MetLife, and Farmers Insurance, Language Learning – Rosetta Stone, Telecommunications – BellSouth, Cricket Wireless, and TracFone Wireless, Retail – Wal-Mart, Zales Jewelers, Krogers, and TJ Maxx and Marshalls, Travel & Tourism – British Airways, Kissimmee Convention & Visitors Bureau, and Royal Caribbean Cruise Lines.

Ana received a Bachelor’s degree in Communications Arts from Saint Thomas University, where she graduated summa cum laude. She earned her Master’s in Business Administration from Florida International University.

Ana is a proven leader, excellent presenter, senior strategist, and passionate brand advocate.

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