Client Experience Summit

2018 3M Client Experience Summit

Science Inspiring Performance

July 17 - 19, 2018

Download the 2018 Preliminary Agenda (PDF, 805KB)

Registration for the 2018 Client Experience Summit is officially open!

July 17 - 19, 2018 - The Grand America Hotel - Salt Lake City, UT

The 3M Client Experience Summit is where healthcare leaders gather to research cool new stuff from 3M, see what’s happening in the 3M Data Science Lab, hear from peers about what’s working best and what steps they are taking to transform health care. You’ll get an unparalleled collection of experts and data scientists, plus the chance to network with healthcare professionals from across the globe.

Join the growing 3M Health Information Systems community at the 2018 Client Experience Summit. We look forward to seeing you in beautiful Salt Lake City this summer!

3M has negotiated a conference rate of $239 per night, plus tax at The Grand America Hotel. Please book your hotel room by June 18, 2018.

There is transportation available via taxi cab, Uber, Lyft or Trax to and from Salt Lake City International Airport. The hotel is a short 10 -15 minutes away from the airport.


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Preliminary Agenda

Download the 2018 Client Experience Summit preliminary agenda and tracks (PDF, 805 KB)

*Please note that the agenda is subject to change

  • Monday, July 16
    5:00-7:00 P.M.

    Registration Open
  • Tuesday, July 17
    7:00-7:55 A.M.

    Networking Breakfast (Registration Open)

    8:00-8:10 A.M.

    3M Health Information Systems Welcome (GS1)

    Mike Ristau Senior Vice President Strategy, International, Marketing, and Business Alliances and Robert Trocchi, National Sales Manager, 3M Health Information Systems

    8:10-8:30 A.M.

    TBD (GS2)

    Mark Colin, President, 3M Health Information Systems

    8:30-9:45 A.M.

    Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness, and Well-Being (GS3)

    Shawn Achor, Harvard-trained researcher, happiness expert, and New York Times bestselling author. Michelle Gielan, National CBS News anchor turned positive psychology researcher and bestselling author.

    9:45-10:15 A.M.

    Break and Meet and Greet with Shawn Achor and Michelle Gielan

    10:15-11:00 A.M.

    3M HIS - Telling Our Story (GS4)

    Mike Ristau Senior Vice President Strategy, International, Marketing, and Business Alliances, 3M Health Information Systems

    10:15-11:00 A.M.

    TBD (GS5)

    Anthony Carrozzella, Senior Vice President, Revenue Cycle, Sales and Client Care and Mike Dolezal, Ph.D., Technical Director and Chief Technology Officer, 3M Health Information Systems

    11:20-12:00 P.M.

    Tech Talk: Leveraging the Cloud - Services, Security, and Capabilities (TT1)

    Mike Dolezal, Ph.D., Technical Director and Chief Technology Officer

    12:00-1:00 P.M.


    1:15-2:15 P.M.

    Breakouts and Training Tracks (Pick one)

    • FAQs for Interventional Radiology CPT Coding (A01)
    • CDI Shared Governance: Improving Outcomes through Collaboration (A02)
    • You Need How Many Coders? Developing a Case for a Coding Staffing Model for your Modern-Day Work Force (A03)
    • Are You Using the 3M System to the Fullest? (A04)
    • 3MTM Health Data Management (HDM) - System Management Training (A05)
    • 3M℠ CodeRyte℠ CodeAssist℠ System and 3M℠ CodeRyte℠ CodeMonitor System Roadmap Review and Input (A06)
    • Exploring Single Path Coding (A07)
    • Looking at the Future of Accountable Care (A08)
    • Fast Track: Architecture and Dataflow (A09)

    2:30-3:30 P.M.

    Breakouts and Training Tracks (Pick one)

    • CVS – It’s Not Just a Pharmacy Anymore (B01)
    • CDI Revitalization: New Start, New Leadership, New Education (B02)
    • 3M Productivity Reporting Drives Innovative Workforce Management with HDM and 3M™ 360 Encompass™ System (B03)
    • Process Improvement and Change Management (B04)
    • Denial Prevention and Quality Improvement Using Data Integrity Edits (B05)
    • Driving Coding Automation and Success with the CodeMonitor Dashboard (B06)
    • Leaving the Profee Stone Age - How Three Progressive Organizations are Bringing their Professional Coding into the 21st Century (B07)
    • Navigating Value-Based Purchasing with Providers (B08)
    • Fast Track: Updating 3M 360 Encompass (B09)

    3:30-4:00 P.M.


    4:00-5:00 P.M.

    Innovative and Emerging Tech Breakouts (Pick one)

    • Best Practices from the Front Lines: Baylor Scott & White Health on implementations with Epic, 3M 360 Encompass and 3M™ 360 Encompass™ MD System (I02)
    • Automated Prioritization in a Value-Based World (I03)
    • What’s Within the Realm of Possibility? Expanding CDI to Support Documentation of HCCs (I04)
    • Leveraging NLP to Collect Unstructured Data Efficiently and Use It Effectively (I05)
    • Improving ED Coding and Charge Capture with NLP (I06)
    • 3M 360 Encompass Self-Service Reporting (I07)
    • Expanding Into Patient Safety and Quality (I08)

    5:10-5:30 P.M.

    Tech Talk: Securing and Protecting Patient Data (TT2)

    Nate Wilkey, Chief Information Security Officer, Data Security

    5:30-5:35 P.M.

    Introduction to Science Fair

    5:35-6:00 P.M.


    6:00-9:00 P.M.

    3M Science Fair and Reception (GS7)

  • Wednesday, July 18
    7:00-7:55 A.M.

    Networking Breakfast - Registration and 3M Science Fair Open

    8:00-8:10 A.M.

    Opening Remarks (GS10)

    Robert Trocchi, National Sales Manager, 3M Health Information Systems

    8:10-9:10 A.M.

    Wellmark’s Network and Value Based Payment Strategy (GS11)

    Mike Fay, Vice President, Health Networks and Innovation, Wellmark Inc.

    9:10-10:10 A.M.

    3M and Verily: More Than Just Analytics (GS8)

    Jason Burke, Vice President, Data Informatics 3M Health Information Systems

    10:10-10:45 A.M.

    Break – 3M Science Fair Open

    11:00 A.M.-12:00 P.M.

    Breakouts and Training Tracks (Pick one)

    • Insightful Tips from Nosology on Complex Coding Dilemmas (C01)
    • Game Changer: Allegheny Drives Performance with Actionable Data (C02)
    • Innovative Strategies for CDI and Coding for Improved QualityPerformance (C03)
    • I Like to Move IT, Move IT: Data Center Moves (C04)
    • Trinity Health Leverages HDM Enterprise-wide to Enhance Coding Performance (C05)
    • HCCs and the Impact on the Professional Revenue Cycle: How a Large Healthcare System Rose to the Challenge of Improving HCCs and Diagnosis Coding (C06) and (C07)
    • Managing Alternative Payment Models (APM) Within a Managed Care Framework (C08)
    • Fast Track: User Management and Worklists (C09)

    12:00-1:00 P.M.

    Lunch – 3M Science Fair Open

    1:15-2:15 P.M.

    Breakouts and Training Tracks (Pick one)

    • 2018 CPT Coding Updates for Interventional Radiology and Cardiology (D01)
    • Provider Engagement Drives Quality Outcomes at Tampa General (D02)
    • Quantity vs Quality: A HIM Balance Paradigm (D03)
    • 360 Encompass CDI Prioritization – Project Implementation, Approach and Considerations (D04)
    • HDM: A Bridge for Improved Workflow and Communication (D05)
    • Maximizing CodeAssist Within Your Organization – Practical Examples You Can Use Every Day (D06)
    • Improving Professional Coding Productivity and Accuracy (D07)
    • The Intersection of Behavioral Health, Primary Care, and Value Based Care (D08)
    • Fast Track: 3M 360 Encompass Management Applications (D09)

    2:30-3:30 P.M.

    Breakouts and Training Tracks (Pick one)

    • Nosology Coffee Talk (E01)
    • Query Response: The Journey Which Led to Unbelievable Results (E02)
    • Why Can't We Be Friends? A Collaborative Workflow Approach to the PSI Review Process between Coding and Quality Teams (E03)
    • What’s Good for the Physician is Great for the Patient: Modernizing Clarification Workflow via 360 Encompass MD (E04)
    • Preventing Coding Denials Using ARMS (Amb. Rev. Mgt. Sys.) (E05)
    • Proactive Customer Support and Coding Analyst Practices for Your Organization (E06)
    • Outpatient Single Path Coding (E07)
    • Using NLP to Call Out Social Determinants of Health (E08)
    • Fast Track: Maintenance and Troubleshooting (E09)

    3:30-4:00 P.M.

    Break – 3M Science Fair Open

    4:00-4:20 P.M.

    Tech Talk: Natural Language Processing – Opportunities for Healthcare Improvement (TT3)

    Toby Hable, NLP Software Development Manager

    4:20-4:30 P.M.

    Closing Remarks (GS12)

    Robert Trocchi, National Sales Manager, 3M Health Information Systems

    4:30-5:00 P.M.


    5:00-5:15 P.M.

    Load Buses and Travel to Venue

    6:00-10:00 P.M.

    Awards and Celebration Dinner (GS10)

  • Thursday, July 19
    7:00-7:55 A.M.

    Networking Breakfast

    8:00-8:10 A.M.

    Opening Remarks and Event Wrap-Up (GS13)

    Robert Trocchi, National Sales Manager, 3M Health Information Systems

    8:10-8:50 A.M.

    The Rough Climb to the Hill: Where is Health Care Headed Beyond 2018? (GS14)

    Megan Carr, Vice President of Regulatory and Government Affairs, 3M Health Information Systems

    9:00-10:00 A.M.

    Breakouts and Training Tracks (Pick one)

    • Revenue Cycle Management: Partnership for an Integrated and High Performing Coding Operation (F01)
    • Are You Questioning My Judgment? Concurrent Clinical Validation Queries (F02)
    • Navigating Coding and IT Complexities: A Journey with Banner Health and 3M 360 Encompass -- Benefits, Successes, and Challenges from Coding and IT (F03)
    • Advanced Troubleshooting for 3M 360 Encompass (F04)
    • HDM Training - Create and Manage Worklists in v. 5.5.2 (F05)
    • CodeAssist User Group Meeting and Discussion (F06)
    • Clinic Coding with ProMonitor Direct-To-Bill (F07)
    • 3M and Verily: What’s Our Plan for Health Plans? (F08)
    • Fast Track: 3M 360 Encompass Certification Exam Review (F09)

    10:15-10:45 A.M.


    11:00-12:00 P.M.

    Breakouts and Training Tracks (Pick one)

    • Cultivating Coding Integrity through Data Analytics (G01)
    • Re-defining Provider Response: What is Meaningful? (G02)
    • Reimagine and Reengineer: A CDI/Coding "Win-Win" with 3M 360 Encompass CDI, CAC and MD (G03)
    • 3M HIS Security and Privacy Deep-Dive (G04)
    • HDM Training - Maintaining Effective Reports and What’s New in v. 6.0 (G05)
    • NLP Technology Working to Improve Coding for your Business (G06)
    • 3M 360 Professional Voice of the Customer, Client Feedback and Product Roadmap Review (G07)
    • Improving Performance and Achieving Real Results with 3M™ Performance Matrix Platform (G08)
    • 3M 360 Encompass System Administrator Certification "Fast Track” Exam (G09) and/0r Health Data Management Certification Exam (G10)

    12:00 P.M.

    Box Lunch To-Go

Back by popular demand!

Shawn Achor is returning as our 2018 Client Experience Summit keynote speaker.

This time, he’ll share the stage with his other half, Michelle Gielan.

  • Shawn Achor and Michelle Gielan

    Positive psychology expert and TED Talk presenter, Shawn Achor, will share how to tap into positivity to find great success. Based on his bestselling book, The Happiness Advantage, his positive psychology training program is one of the largest and most successful in the world.

    Shawn is partnering this presentation with his wife, Michelle Gielan. Previously a CBS news anchor, Michelle is the bestselling author of Broadcasting Happiness and a positive communication expert.

    Please join us at this year’s Client Experience Summit to enjoy Shawn Achor once again, in this new energetic presentation with Michelle Gielan. CES is in Salt Lake City, at the beautiful Grand America Hotel July 17-19, 2018. We hope to see you there!

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Healthcare Quality Improvement sessions

  • CDI Shared Governance: Improving Outcomes through Collaboration
    Chris Mahurin, RN, BSN, CCDS, Documentation Quality Coordinator and Jennifer Avery, RHIA, CCS, COC, CPC, CPC-I, BJC Healthcare

    The session will detail the historical timeline of our journey to improve quality outcomes, increase provider focused education, and standardize queries over a 13-hospital system. We will describe working with a shared governance model between clinical documentation specialist (CDS) and coding to bring about standardization. Utilization of front- line CDS, coders, and leadership has provided the opportunity to involve front- line staff in important decisions related to their day-to-day operations. The session will provide information on the structure and interrelationship of the teams: CDI/Coding Oversight, Query Team, Analytics Team, Process and Technology Team, Physician Advisor Team, and Education Team. We will demonstrate the importance of CDS and coding collaboration to the success of an enterprise-based program.
  • Denial Prevention and Quality Improvement Using Data Integrity Edits
    Suzanne Forrest, MS, RHIA, CCS, CCS-P, System-Wide Director HIM Coding and Sarah Wotruba, Senior Systems Analyst, Sharp Healthcare

    Sharp Healthcare, a large multi-system healthcare organization in San Diego, California, will share their experience implementing data integrity edits. With today’s highly regulated payer environment, Sharp Healthcare has taken advantage of this feature to prevent denials, meet payer requirements, submit cleaner data for reporting and assure Audit Expert is triggered and reviewed. In this session, you will get an in depth look as to how you can use the 3M Data integrity edits to work for your organization.
  • Navigating Value-Based Purchasing with Providers
    Affinity Health Plan

    At the heart of a Value-Based Program (VBP), is the concept that an alternative payment arrangement between a provider and a managed care organization can change how care is incentivized, and thus delivered. Improvements realized from changes in care delivery can be seen as near-term as a year, but can show greater results after 2-5 years of engagement.

    For Affinity, this means the opportunity to:

    • Impact risk scores by including risk adjustment into the VBP calculation
    • Focus on outcomes-based measures that truly measure changes in how care is being delivered (versus process-based measures)
    • Reduce excessive and avoidable spend attributed to patients with persistent high needs
    • Engage with the provider in a more meaningful way to impact a member’s health, particularly at the point-of-care
    • The VBP program is only successful through provider collaboration and data exchange. These targeted activities help drive success across improvements in membership and clinical indicators.
  • 3M™ 360 Encompass™ System – Clinical: Expanding Into Patient Safety and Quality
    L. Gordon Moore-Newcomb, MD, Senior Medical Director and Steve Austin, CDI and Physician Solutions, 3M Health Information Solutions

    With 3M clinical NLP, we are building advanced features that will provide even more power to impact the quality of care. Be a part of this future, and help 3M explore uses for 360 Encompass as we expand further into Patient Safety and Quality Improvement content and workflow. In this session, 3M’s Senior Medical Director, L. Gordon Moore-Newcomb, MD will lead an interactive discussion of current and planned capabilities in this area. In this session, we will briefly review the quality features available in 360 today and, from there, launch into open discussions about how customers use the features today, present what we’ve learned through voice-of-customer, and provide you with the opportunity to share your stories.
  • Innovative Strategies for CDI and Coding for Improved Quality Performance
    Hilda Culberson, BHSA, RHIT, CCS, CDIP, Manager Inpatient Coding and Shelia Bowlds, MBA, RHIA, System Director HIM and Coding, Henry Ford Health System

    This session will focus on innovative strategies for CDI and coding to improve documentation and quality performance outcomes, including:

    • Determining who should be involved and how to build relationships with the quality department, physician liaisons, and administration.
    • Discussing quality initiatives such as readmissions, mortality, and PSI/HAC.
    • Understanding how core measures (i.e. final coded) relate to coded data with a plan for developing unified hospital clinical criteria through a focused taskforce.
    • Implementing processes and workflows for reviewing records, concurrently, pre-bill and post-bill.
    • Utilizing the 3M 360 Encompass CDI Prioritization worklist and CAC analytics for tracking and reporting. I06 I07 I08 C01 C02 C03
    • Provide an understanding on how to bridge the gap between coding and CDI, developing workflow, collaboration and partnerships to accurately reflect CMI, quality data and reimbursement.
  • Managing Alternative Payment Models within a Managed Care Framework
    Dr. David Harmon, Chief Medical Director, Superior HealthPlan

    In alternative payment models healthcare providers such as physicians and hospitals are compensated for services based on how well they meet predefined quality, outcome, and/or efficiency metrics. By linking quality of care directly to physician performance, providers are incentivized to both lower costs and improve the efficiency of care delivery. Superior has changed physician behavior by gaining acceptance of reporting methodologies and clinical evidence tools. Using 3M risk adjustment to better understand the performance of providers has been critical to augmenting physician dialogue. As more states are considering managed care to manage costs and quality, learn how Superior HealthPlan is having success in quality improvement and cost savings.
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  • Provider Engagement Drives Quality Outcomes at Tampa General
    Dawn Oman, RN, Tampa General Hospital, Cheryl Manchenton, RN, BSN, Senior Inpatient Consultant, 3M Health Information Systems

    Tampa General knew their public quality scores did not accurately reflect the quality of care they delivered to patients. So, they set out, in a true spirit of transparency, to get it right. They knew they had to close gaps in clinical documentation and improve workflow between CDI teams, HIM departments and providers. In fact, they found that better provider engagement was the cornerstone of success. To achieve this, they rolled out comprehensive physician-to-physician education on quality and created provider quality scorecards to measure and sustain improvements. The results exceeded their expectations. As engagement between teams improved, real results followed, including a significant decrease in patient safety indicators (PSIs), potentially preventable conditions (PPCs) and readmissions.
  • Quantity vs. Quality: A HIM Balance Paradigm
    Madhura Chandak Bajaj, FACHE, MSPT, RHIA, Executive Director – Clinical Integration, JPS Health Network and Justin Wootton, 3M Client Success Manager, 3M Health Information Systems

    A heartwarming and spirited discussion about JPS HIM department’s journey to establish a balance paradigm between quantity and quality. The HIM department’s rock-bottom state was uncovered by compliance reviews and audits. All-time low employee morale, bloated work queues, and weakened medical staff relationships had created a state of unrest within and beyond the department. The presentation offers insights into the team’s journey to engage subject matter experts coupled with data analytics, optimization and data-driven decision making. The success roadmap highlights the value of continuous quality improvement and “meeting people where they are” while leading change with a diverse group of stakeholders. Attendees will find an instant connection with the importance of quality of patient care and an organization’s financial stewardship.
  • The Intersection of Behavioral Health, Primary Care, and Value Based Care
    Martha Whitecotton, MSN, FACHE, Senior Vice President, Behavioral Health Services and Manuel Castrao, MD, Medical Director Behavioral Health Integration, Atrium Health

    Over forty percent of patients seen in primary care settings have behavioral health conditions, and behavioral comorbidities are associated with an estimated $350 billion spent annually on care without effectively treating root behavioral causes. Challenges in delivering behavioral health services create a significant barrier to improving the efficacy and cost of care, especially in primary care settings. In this session, Martha Whitecotton of Atrium Health, will share their experiences integrating behavioral health into primary care, identify how behavioral health outcomes can improve while lowering costs, and explore value-based payment models for behavioral health care at their organizations. This session will introduce an innovative model of care that is skill optimized, sustainable and scalable across a large organization.
  • Why Can't We Be Friends? A Collaborative Workflow Approach to the PSI Review Process between Coding and Quality Teams
    Melanie Reineke CCS, CPC, HIM Inpatient Coding Lead and Katie Paladino BS, RT ( R ) Clinical Quality Lead, Nebraska Medicine

    With many quality programs and initiatives dependent on the coded data, it is easy for coding and quality departments to feel defensive and frustrated in their interactions with one another. Implementing the 3M 360 Encompass System allowed Nebraska Medicine’s coding and quality teams to develop a new workflow approach to the PSI review process. This new process allows the teams to alter their perspective from one of “coding errors” to a culture of mutual respect and appreciation for each other’s areas of expertise. The result of this innovative and collaborative relationship allowed Nebraska Medicine to shift from a Vizient threestar rating in 2015 to five stars in both 2016 and 2017.
  • Using NLP to Call Out Social Determinants of Health
    L. Gordon Moore-Newcomb, MD, Senior Medical Director and Hon Pak, MD, FAAD, Chief Medical Officer, 3M Health Information Systems

    Using natural language processing (NLP) techniques to health data can help payers and providers identify terms associated with the social determinants of health. Patients can often have a variety of upstream social factors that can influence their health, such as housing and employment instability and food insecurity, collectively known as social determinants of health, as well as mental health conditions and substance abuse. When socioeconomic information is collected, it is usually in an unstructured format, hidden within free-text clinical notes or under the surface of zip codes, payment patterns, or missed appointment records. Natural language processing tools can help to extract meaningful socioeconomic data and predict risk. It is important to integrate the social determinants of health into the process of clinical care, especially in a value-based reimbursement setting where providers accept financial risk for long-term outcomes.
  • Improving Performance and Achieving Real Results with Performance Matrix
    Jeremy Zasowski, Innovation Manager, 3M Health Information Systems

    “Leveraging data” is one of the hottest cliché’s in health care today. Everyone says it, but how does a health system or health plan actually do it? And how do you do it right for each of your care settings, clinicians, networks, provider groups, and populations? In this session you will see how clients are leveraging insights and action plans from 3M Performance Matrix to truly improve their organization’s performance. Learn what kind of cost savings opportunities they’ve found and how they are taking action to improve outcomes.
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