Carol has over 30 years of healthcare experience, the last 28 at various positions within UnitedHealth Group. Her healthcare management experience at UnitedHealth Group includes positions with responsibility for product development, sales, compliance, claims and billing operations. Most recently, Carol has been integral to the development and deployment of physician and hospital quality and cost measurement programs including the UnitedHealth Premium program. Carol has been involved in taking the program from a pilot to a national program which includes 47 specialties available in 44 states.

Carol is a C.P.A. and a graduate of the University of North Dakota (B.S.B.A., Accounting) and the University of St. Thomas. St. Paul, MN (M.B.A., Management).

In her role at Fallon Health, Christine Cassidy is responsible for all of the company’s communications and corporate relations functions, including corporate and marketing communications; advertising; brand management and promotion; public, community and government relations; digital communications; internal communications; strategy implementation; and enterprise governance.

Cassidy joined Fallon in 2002 and has held various communications-related roles, including Vice President of Corporate Communications. In her most recent position as Chief Communications Officer, Cassidy led Fallon’s 2014 rebrand campaign.

Prior to joining Fallon, Cassidy was the Editor of The Lancaster Times and North County Family & Health. She also spent 15 years at the John Hancock Mutual Life Insurance Company in Boston, where, as a System Project Manager, she led a 16-member team through a multi-million dollar project to optimize the automatic adjudication of group health claims.

Cassidy is Vice Chair of the Becker College Board of Trustees, a member of the Board of Directors for Girls, Inc. Worcester, and the Worcester Regional Chamber of Commerce, and a member of the United Way of Central Massachusetts’ Women’s Initiative. She also volunteers for numerous community events including the United Way’s Day of Caring and Working for Worcester. Additionally, she was the Chair of the 2015 and 2016 Worcester Women’s Leadership Conferences and selected by the YWCA of Central Mass. as its 2017 recipient of the Katharine F. Erskine Award in Business and Law. Cassidy graduated summa cum laude from Becker College where she received a Bachelor of Science in Business Administration.

Laura Cooley, PhD is Senior Director of Education and Outreach for The American Academy on Communication in Healthcare (AACH). She leads strategic efforts to support the AACH mission by collaborating with healthcare leaders to develop and deliver customized communication skills training programs. While earning her doctorate in health communication she examined organizational and interpersonal communication dynamics encountered across the healthcare context. Her research interests include the intersections between patient-centered care, interpersonal skills, mindfulness, empathy, and communication in the end-of-life context. She has led presentations at many notable U.S. healthcare centers and at national events hosted by organizations such as, The Institute for Healthcare Improvement (IHI), The American Medical Group Association (AMGA), Planetree, The Medical Group Management Association (MGMA), The Beryl Institute, and Press Ganey.

Doug Cottings , Staff Vice President, Market Strategy & Insights leads Anthem Blue Cross Blue Shield’s capable team of research experts -- a dedicated team specializing in working with internal stakeholders to help them improve Anthem’s consumer centricity and competitive advantage in these challenging times.

Doug brings a wealth of experience and relevant leadership to the Market Strategy & Insights team, with a strong focus on the financial industry plus experience in healthcare. Most recently, Doug held the position of Managing Director at GfK, one of the world’s largest market research consultancy companies, where he held responsibility over the Financial Services and Multicultural Research lines of business and their P&Ls.; During his time at GfK, Doug was instrumental in pivoting the research organization to partner more closely with clients and helping them understand both the research conducted and how that research could be turned into actionable initiatives to improve business results.

Doug’s background also includes time at UBS Financial Services, as Executive Director, Marketing Research & Analysis Head, and Bank of America where he served as Senior Vice President, Strategy & Business Intelligence. Prior he held senior positions in Global Business Intelligence and Global Research at Principal Financial Group. As a recognized thought-leader in his field, Doug has multiple industry publications, press quotes, news articles, and speaking engagements to his credit.

Doug received his MBA from Xavier University and his BS in Business from Miami University (Oxford). He was an adjunct marketing professor at both Miami University and Drake University.

Kathleen counsels Welltok's healthcare clients on creating exceptional consumer experiences and building world-class brands.

With a unique combination of deep consumer marketing and healthcare expertise, Kathleen helps clients transform their customer outreach and drive improved behaviors and better health.

Through an understanding of consumer behavior, segmentation, intervention, and data analysis, she teams with her clients to navigate the major changes occurring in the U.S. healthcare system today.

An expert in operational performance and excellence, Jenny has over 15 years of experience developing and implementing innovative operational strategies to improve overall business performance and utilization. As a founding partner, Jenny has led engagements for clients in the Health Insurance and Insurance Brokerage industries. Her functional expertise includes customer service, correspondence, claims, medical management, enrollment, brokerage servicing, policy management, underwriting operations, requirements development, and information technology.

Working in collaboration with executives and their teams, Jenny focuses on developing strategic recommendations that make a positive impact on the customer experience by vastly improving internal processes and management. Jenny has led instructional design teams, developed member centric operating models and best in industry training and skills development programs. Effective in both off- and on-shore projects, Jenny has experience handling aggressive ramp up timelines including 30-day implementations.

A recognized Project Management Professional (PMP), Certified Professional in Learning and Performance (CPLP), and a Lectora Certified Advanced Author, an eLearning development tool. Jenny was a member of the Honor’s Program at Babson College and holds a Bachelor of Science in Business Administration.

Catherine has three decades of experience working in health care management in public and not-for-profit organizations. She leads strategic planning, small group, individual and Medicare sales and service, and customer service at Blue Cross and Blue Shield of Vermont (BCBSVT). Prior to her position at BCBSVT, she worked as a regulator of health plans at the Mayor’s Office of Medicaid Managed Care and in External Affairs for the Human Resources Administration in New York City. Catherine has an academic appointment with the University Of Vermont School Of Medicine and is a lecturer in the Master’s of Public Health program. She has an undergraduate degree from Bowdoin College and holds a doctorate in public administration from New York University in health services research, policy and management. Catherine serves on the Girls on the Run Vermont board and is a certified yoga instructor specializing in yoga for the workplace.

Dr. Harding is currently the Chief Medical Officer for Senior Products, overseeing Quality, Utilization, Pharmacy, Medical Trend, and Network relationships for a population of over 125,000 Medicare and Retiree members at Tufts Health Plan in Massachusetts. Previously, he was Vice President for Health Services at Touchstone Health Partnership, a Medicare IPA/PSO in New York. Prior to that he was Chief Medical Officer of the Fallon Clinic in Worcester, MA, a multi-specialty globally capitated group practice with over 300 practitioners, and held several different positions at FHP in California, a multi-faceted health care company with HMO, medical group, and hospital businesses. He also continues his role as a physician reviewer for the National Committee on Quality Assurance (NCQA), reviewing Health Plans, Disease Management companies, Special Needs Plans, and Medical practices. He is a Certified Content Expert in Patient Centered Medical Home. He brings over 25 years of experience in medical management.

Dr. Harding received his bachelor’s degree and his degree in medicine from Boston University and he is board certified in internal medicine and geriatric medicine. He also has been certified by the ABMM and ABQAURP, and is a Fellow of the American College of Physician Executives. Dr. Harding has previously taught Internal Medicine at the University of California, Irvine, School of Medicine; the University of Massachusetts Medical School in Worcester and in Uganda and South Africa.

Sarah Hodkinson is VP, Marketing for Smarter Travel, a subsidiary of TripAdvisor. In this role Sarah oversees a team that is responsible for driving consumer acquisition and engagement. Her charter includes search engine marketing, digital advertising, CRM, brand marketing, PR and creative functions.

Prior to joining TripAdvisor, Sarah spent 5 years as Senior Director, Marketing at PayPal, overseeing marketing operations and strategic partnerships.

A passionate advocate for diversity in tech, Sarah has previously served on the board of StartOut, a non-profit that cultivates entrepreneurship within the LGBTQ community and has also spoken at the Lesbians Who Tech summit and Fenway Community Health.

In 2015, Sarah was honored by VC firm, Accomplice, as one of Boston’s Top 20 Women in Tech. Originally from the UK, Sarah graduated from Lancaster University. She is also an active angel investor, advisor to start-ups and currently serves on the Board of Directors for Radius Bank.

Eva Klein is VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. In her current role, Eva brings her 15+ years of experience in the quantifiable world of business development, to the softer art of customer success. Prior to joining HubSpot, Eva held senior positions at Constant Contact, Invoca, Enservio and FatWallet where she delivered substantial customer and revenue growth. Eva has also served on advisory boards for Google, Rakuten Marketing, Commission Junction, and CouponCabin.

Lori Kondas is the Senior Director for the Office of Patient Experience for the Cleveland Clinic Health System. Working with the Chief Experience Officer, she provides leadership and direction for patient experience programs that have enterprise-wide impact in Patient Affairs, Operations and Best Practices. The Cleveland Clinic Patient Experience department includes a diverse team of professionals with demonstrated expertise in Service Excellence, Bioethics, Spiritual Care, Healing Services, Volunteer Services, Best Practices, Data intelligence, Ombudsman, End of Life Programs, Health Care Communication, Shared Medical Appointments, Business Development and Research. In collaboration with administrative and medical leaders across the system, Lori works to design and implement programs that improve the delivery of healthcare services and enhance the experience for patients across the enterprise.

In a previous role, as Director for two regional sites, Lori led operational and business activities, identifying and driving improvement opportunities in key areas including, patient experience patient access, service line cost management, quality management, employee engagement and other facility functions. In collaboration with Clinical Institutes and Regional leadership, she implemented strategic initiatives including institute growth strategies, new service line acquisitions and marketing plans.

Prior to joining Cleveland Clinic, Lori was the Vice President for Mission Services at the American Lung Association of the Midland States where she led organizational initiatives in education, advocacy, research, partnership recruitment and community outreach. In collaboration with internal and external partners, she created professional training programs, and developed community based health strategies. Lori served on a variety of national American Lung Association teams including the strategic planning committee, learning directors collaborative, and performance based management peer group among others. As a participant of the Asthma Policy Consensus Project, she contributed to creation of the National Asthma Public Policy Agenda.

For the past two decades, Rob Krugman has been dedicated to innovating new solutions to help businesses get the most out of emerging digital technologies. Today, as Chief Digital Officer for Broadridge, Rob leads digital strategy and innovation to ensure banking, telecom, utility, insurance, and healthcare brands are engaging with their customers where consumers already frequent online. By supplementing traditional communication channels with new and emerging digital ways of engaging, companies can improve customer engagement, reduce business costs and make every touchpoint more meaningful. Rob frequently speaks and writes about the future of omni-channel engagement, consumer preferences, identity management and brand digitization strategies.

Scott LaNeve is the Senior Vice President of Health and Patient Care Systems at HealthTrackRx, a clinical solutions provider based in Denton, Texas. He is a national advocate for the prevention of opioid misuse through vigilant patient monitoring. Working with federal, state, and local leaders, Mr. LaNeve recently developed and launched a clinical support program to help providers meet best practice monitoring protocols, a program that now includes 30 clinical sites in locations hardest hit by the opioid epidemic. His career experience includes leadership roles with healthcare companies such as Abbott Laboratories, Roche and Quest Diagnostics. He is certified in both Six Sigma and Lean process engineering. Mr. LaNeve is a former Army officer and combat veteran.

Dr. Carolyn Langer is the Chief Medical Officer of MassHealth, the Massachusetts state Medicaid program. In this role, she directs the Office of Clinical Affairs and provides clinical leadership to the Medicaid program. Dr. Langer has been among the lead contributors to MassHealth’s payment and care delivery reform efforts, including MassHealth’s Primary Care Payment Reform Initiative (designed to improve value, efficiency and quality of care through a new care delivery model emphasizing Patient Centered Medical Homes, integration of primary care and behavioral health services, and alternative payment mechanisms) and MassHealth’s ACO initiative where she co-chaired the Quality Measurement Advisory Workgroup.

Dr. Langer has had significant experience with a range of quality initiatives. She sits on the Massachusetts Statewide Quality Advisory Committee, the Institute for Clinical and Economic Review Advisory Board, and the Children & Youth with Special Health Care Needs Systems Integration Project Steering Committee. She previously co-chaired the Massachusetts Child Health Quality Coalition, served on the Massachusetts Health Quality Partners (MHQP) Board of Directors, and sat on the Massachusetts Medical Society Committee on the Quality of Medical Practice.

Augusta Martin has been at MVP for ten years and currently serves as the Vice President of Client Engagement. MVP is a $3 Billion regional health plan serving NYS and VT. In her role Ms. Martin is responsible for all in force Commercial business, most of which is through employer sponsored health plans. She also oversees the strategic development and management of MVP’s wellness and worksite health promotion programs, MVP’s Proposal Services Department, and provides leadership over MVP’s broader sales distribution and business development strategies. Prior her current Ms. Martin held several other roles at MVP including VP and Chief of Marketing, VP of Innovation and Commercial Business, as well as product development.

Ms. Martin has 27 years of experience working for non-profit health plans in the areas of sales and marketing, product and business development, general management and operations, provider contracting and strategic & business planning. Prior to joining MVP Healthcare, Ms. Martin held various leadership positions with Blue Cross and Blue Shield of Massachusetts, Tufts Health Plan, GHI and Kaiser Permanente.

Ms. Martin is a graduate of Skidmore College and achieved a Masters in Healthcare Administration at Sage Graduate School in Albany. She has completed various professional leadership and healthcare programs at the Institute for Strategic Development at the Kellogg School, Northwestern University, and the Harvard Business School. She is actively involved in many community organizations and non-profit Boards including the Red Cross of Northeastern New York, and the Saratoga Senior Center. Ms. Martin has a son and a daughter and lives in Saratoga Springs, NY.

Sarah leads BlueCross BlueShield of South Carolina’s corporate customer experience and large group product marketing areas. She has championed numerous consumer engagement efforts including the direction of sponsored well-being programs, implementation of a corporate virtual visit solution and most recently the creation and execution of the company’s digital strategy. She holds a bachelor’s degree in Social Relations from Michigan State University and a master’s degree in Political Management from George Washington University.

Mark is focused on making health insurance easier for consumers to understand, purchase and maintain. He’s worked in the insurance industry for the last 12 years, and prior worked at consumer-oriented companies, including Apple and Disney.

Gina Nelson is an award winning marketing communications professional with experience in health care engagement, strategic communications and change management. In her role as an Engagement Strategy Senior Director at UnitedHealthcare, Gina develops communication plans that drive consumer engagement and positively impact health and wellness outcomes for both members and employers. She has experience working closely with large national retail, technology, transportation and financial clients.

Before joining UnitedHealthcare, Gina worked at Definity Health, a pioneer in consumer-driven health plans. Prior to Definity Health, Gina worked at the American Cancer Society, New England Division where she gained experience in public relations.

Gina has an MA in Health Communication from Emerson College/Tufts Medical School and received her undergraduate degree from the College of the Holy Cross. She is certified in Change Management through Prosci.

Adam has been with UPMC Health Plan for 10 years holding various roles in Sales and Product Development. Currently he is responsible for strategic development and P&L; for the Individual and Small Group market segments. He was responsible for launching the Individual business line in 2012 for UPMC and subsequent launch of ACA compliant Small Group and Individual plans in 2014.

Dr. Michael Rea formed Rx Savings Solutions in 2008 after routinely witnessing consumers struggling to pay for their medications. Working as a pharmacist, he quickly noticed that consumers were paying much more than they needed to for their prescriptions, which was attributable to a lack of information available to them. He was compelled to help, and identified savings opportunities made possible by providing a transparent view of current costs and ways to reduce those costs to the consumer. In addition to the savings Rx Savings Solutions identifies for consumers, their employers and insurers also benefit greatly. Since inception, Rx Savings Solutions has operated with the goal of bringing price transparency and advocacy to the market.

With his many years of experience as a retail pharmacist, Dr. Rea possesses a unique understanding on creating an effective approach for consumers to follow. While acting as a pharmacy manager, he learned the inner workings of the business. During that same time, he was directly responsible for dispensing tens of thousands of prescriptions on a yearly basis. This experience and interaction with customers provided invaluable insight when developing a solution that takes into account the many barriers, breakdowns, and unforeseen misinformation a consumer might receive. In addition, he also held a position as a specialty pharmacist in the Clinical Management Division for a major health insurance carrier. This position provided him exposure to specialty pharmacy, the issues consumers face paying for these high cost medications and solutions available.

Dr. Rea founded and has led the company through its initial growth phase of advancing the functionality of automated processes, user experiences, and securing its first major contract. Dr. Rea has been involved with research surrounding pharmacy transparency for over 10 years and was a researcher and/or a co-author on several scholarly published papers focused around this topic. His many years of experience developing a pharmacy transparency tool make him the earliest mover in the industry. Dr. Rea and Rx Savings Solutions were recently featured in Bloomberg Businessweek.

Dr. Rea attended the University of Minnesota, Morris where he completed his pre-pharmacy coursework. He received his Doctor of Pharmacy degree from the Creighton University School of Pharmacy and Health Professions.

Susan helps companies facing massive change solve problems and capitalize on opportunities more effectively, through more creative thinking. Some of the world’s largest corporations call on Susan to consult with them on innovation initiatives, strategy, and culture. Clients include Novartis, GlaxoSmithKline, Bristol-Myers Squibb, Pfizer, Florida Blue, & Spaulding Rehabilitation Network.

She was a keynote speaker at the NASA John F. Kennedy Space Center Innovation Expo, and is a frequent speaker in creativity and innovation across the U.S. and around the world. She has spoken at conferences and led innovation initiatives in places as diverse as South Africa, Italy, South Korea, Sweden, the U.K., China, France, Brazil, Mexico, and Greece.

She teaches executive education and graduate level courses in creative thinking at Harvard University, as well as being a senior faculty member at the annual Creative Problem Solving Institute, the largest and longest-running innovative thinking conference in the world.

Burt oversees all marketing for HealthSparq. He is responsible for developing and telling HealthSparq’s story: what we do, who we do it for and how we do it. He is extremely focused on helping HealthSparq’s health plan partners be successful. Prior to HealthSparq, Burt spent five years at Knowledge Universe, the leading provider of early childhood education in the US (KinderCare is its biggest brand). He started there as VP of Digital and Customer Experience and eventually took on all of marketing, from market and customer research, to creative, PR, acquisition and everything digital. Before Knowledge Universe, Burt was at Starwood Hotels for four years leading a digital and call center strategy team that serviced each of Starwood’s nine brands, and eventually leading all marketing for Starwood’s award-winning loyalty program, Preferred Guest. For fun, Burt hikes and climbs mountains (both literally and figuratively) and can often be found tweeting about #whatthehealthcare and #WTFix from his handle, @burtrosen.

Cecilia Sun is vice president of Digital Customer Experience at Blue Shield of California, a 4 million-member nonprofit health plan that serves the state’s commercial, individual and government markets. She is responsible for Blue Shield’s digital experience across all user groups, including members, providers, brokers and employers.

Cecilia has more than 15 years of experience in product development, partnership management and customer experience for large organizations. Prior to joining Blue Shield, she served as vice president of Global Digital Servicing at American Express, where she led a global team of product managers responsible for developing customer facing digital products and experiences, including live chat, voice response and mobile video service channels.

Cecilia earned a bachelor's degree from Georgetown University in Washington, DC.

Amy Nicholls Swanson is Vice President of Marketing, Advocacy and Member Experience. Amy leads our 15-member Sales and Marketing team, Member Advisory Council and Connected Advisors, and oversees all of our member engagement and advocacy strategies. She works with the entire team to help us establish and foster our media and public policy advocacy agenda; partner with key leaders, organizations and grassroots initiatives that advance our understanding of the populations that we have been granted the opportunity to serve; and she helps us grow and sustain our business to meet the needs of Ohio citizens.

She serves as a UnitedHealthcare Culture Ambassador and coach in the Emerging Leadership Program, is a member of the ELITE Team and UnitedHealthcare PAC Chairman’s Circle. Since joining us in the Fall of 2012, she as completed: Senior Executive Leadership Training; National Sales Field Marketing Training; Adaptive Leadership, and Value Based Leadership. Recently, Amy received the “Striving for Excellence Award” from the Faith Thomas Foundation in Columbus, Ohio.

Amy has a background in government and community relations and joined us after serving for 10 years as CEO of Voices for Ohio's Children, the leading advocacy organization for advancing policy, programs and services to meet the needs of all children and their families across our state. She is an expert in government affairs, strategic communications and planning, grassroots organization development, advocacy initiatives and volunteer management. She has served on a multitude of elected and appointed Board activities, at the state and federal levels, and has experience working with local and community based organizations throughout Ohio.

Amy holds a bachelor of arts in Political Science from the University of Akron with a certificate of Applied Politics from the Ray C. Bliss Institute of Applied Politics, and a master's in public administration, also from the University of Akron. She is an avid runner and enjoys spending time with her two children, Holden and Carlin.

Patrick Tracy is the Senior Director of Exchange Operations and for UPMC Health Plan of Pittsburgh. In addition, he also oversees the Children’s Health Insurance Program (CHIP) product at UPMC, known as UPMC for Kids, which is the largest CHIP program in Pennsylvania.

Mr. Tracy has almost 20 years of experience in health care administration and consulting, with a focus on product implementations, operations, and regulatory compliance. He has presented at national conferences on many topics, including member retention and engagement, Exchange compliance, and regulatory audit readiness.

Prior to joining UPMC Health Plan, Mr. Tracy was a health and human services consultant with Deloitte in Pittsburgh and with CGI Group, Inc., in New York City. He has a B.A. from Wheaton College in Massachusetts and an M.P.A. from New York University.

Wendy is Head of Enterprise Marketing at Aetna, responsible for the company's Brand Transformation and for leading the company's pivot to a local marketing strategy. She is also building an Enterprise Intelligence team and managing Aetna's 140-person in-house Agency. She has been with Aetna for 4 years.

Before joining Aetna, Wendy spent her career working in the NY advertising agency world. For over 15 years, she held various positions within the Publicis & Omnicom Networks, building and leading both Client Healthcare Practices and Marketing Strategy. Some of her most interesting client challenges included partnering with Sanofi Pasteur to develop a strategy to combat the anti-vaccine movement and working with Pfizer to expose the problem of counterfeit Viagra.

Beyond the Healthcare space, Wendy also led client relationships for American Express, Merrill Lynch, Delta, Target and Google.

Wendy lives on the CT shore with her husband and two smiley daughters.

Jim manages the Federal Government Markets Unit at Connecture and is responsible for all aspects of delivering software, data, and services to Federal agencies, including the operations of the Medicare Part D Plan Finder and Online Enrollment Center for Medicare.gov, the first Federal Healthcare Exchange. Prior to its acquisition by Connecture, Jim was head of Business Development for DRX, where he managed the firm’s initial implementation of the Medicare Part D systems for CMS from 2003-2006. Jim joined DRX from Acacia Capital Partners, an advisory firm to private equity investors. Before Acacia, he co-founded Futurestep while at the idealab! incubator (now a division of Korn/Ferry) and served as its VP of Business Development. Prior to his entrepreneurial ventures, Jim was a consultant with McKinsey and Company.

Michael Zagami’s team is comprised of graphic designers, health communications experts, business analysts, voice talents, audio production specialists, creative media writers, solution architects and mass media specialists. Passionate about inspiring behavior change, Zagami’s team applies behavioral intelligence, health communications and mass media theory as well as agency copywriting tenets to design Eliza’s unique consumer health engagement communication approaches. Zagami joined Eliza’s design team in 2006 and has spent his time developing Eliza’s approach to data-informed engagement and solution design in order to solve outcome challenges in both the payer and provider space. Zagami holds a Bachelor of Arts degree in Communications with concentrations in English and Writing for Mass Media from Gordon College and is currently working on completing his MBA in Marketing and Consumer Behavior from the Isenberg School of Business at UMass Amherst. Zagami is also an active member of The American Society of Composers, Authors and Publishers (ASCAP).