Building a digital dental payer: Pitfalls to avoid and essential steps to "being digital."

Wednesday, September 21
2:15 PM - 3:15 PM CT

Many traditional insurers haven’t evolved their technology strategies and this relative stasis has put them in a challenging position that compounds over time. The challenge becomes: how do you dig yourself out of old code and fragile applications but keep your business running? How do you rebuild without totally disrupting your current customers and internal stakeholders? Your customers' expectations have changed, have you? The answer is that you become a digital payer organization. This is no small task and it doesn’t happen overnight—we know firsthand, having successfully helped some of our most valued clients through this journey. But we also know that it’s imperative to build a better business that’s tech-driven and human-centered, one that’s agile and ready to participate in a more dynamic, connected health care system focused on holistic patient health. Our team will share common mistakes made by Health Plans that we think can accelerate the digital revolution. This session aims to dive into the mistakes we’ve seen in the past and the essential ingredients for building digital dental payers. 

Pablo Alejo
Managing Director Product Experience & Engineering Lab
West Monroe

Pablo constantly seeks to uncover hidden truths that prevent clients from success by using a human-centered approach to solve real challenges. He partnered with a national dental chain to improve online bookings by rethinking the in-office experience—with his work shifting most bookings online. This improved online appointment conversion by over 20% annually for over five years and drove $300 million in revenue from digitally sourced new patients. As a veteran of the innovation age, Pablo has seen every major digital trend come and go and considers himself fortunate to have been a part of all of them. From the first websites to immersive mobile experiences and beyond-screen experiences, he has been there and led that. He joined West Monroe in 2022 from Accenture, where he was a Design and Innovation leader. Previously, he spent nearly 20 years in creative and technology roles within advertising before transitioning to consultancies. He earned a bachelor’s degree from Western Carolina University.

Hugh Ma
Partner
West Monroe

Hugh has over 20 years of experience working from ground zero of startups to the c-suite at Fortune 50 companies. Hugh has a business and product acumen that shapes strategic thinking. This operational expertise drives pragmatic decision-making, a leading perspective on evolving care delivery models, and the underlying business models transforming Healthcare. His expertise is in launching innovative businesses and products, strategy development, and large-scale business transformations. His management proficiencies include innovation, entrepreneurship, strategic planning, staff leadership, and business development.