View Previous Speaking Engagements
Throughout his career, Kevin Riley has been active in community and professional organizations. He has served on several company boards and acted as a mentor for many start-up ventures. Riley is a member of numerous national health, retail, and innovation groups and a sought out national speaker and thought leader on health care topics that include: the impact of reform and consumerism on health care, the movement toward retail on health, and how to apply business model innovation in health care.
To book Kevin Riley for a speaking engagement …
To view some of Kevin Riley’s upcoming talks …
View many of Kevin Riley’s talks and presentations here.
Recent Talks
Webinar: Finding and Closing Healthcare Customers through Digital Channels
September 17, 2014 at 3:00 pm EST online
Health care reform has created millions of new health care shoppers. Many of whom will be visiting your website for the first time. You’ve done the work to support the new health care consumer on your site, but are you converting visitors into shoppers, and shoppers into repeated customers?
This webinar focused on
- Conversion Optimization (CO) to maximize conversion rates (CVR) for health insurance shoppers
- Search Engine Optimization (SEO) to maximize traffic to health insurance website
You can find the associated deck here.
AHIP Institute 2014
June 11-13, 2014 in Seattle, WA
2014 is a pivotal year in health care as the full ACA takes effect. What will the first six months of the year bring, and what’s next? You’ll find answers at Institute 2014. You’ll find a range of sessions focusing on the global, long-term view as well those that as delve into the details.
StartUp Weekend 2014
January 24-26, 2014 at the University of North Florida
During this radio talk you will learn:
- This show will welcome back the modelH healthcare collaborative team from Batterii, Kevin Riley and Associates, and Innovation Excellence. Here we are, one year later with observations to share, insights from our eBook, and celebrating the end of a groundbreaking experience.
- The modelH project was designed to demonstrate the power of co-creation within healthcare. The goal was to co-create an open-source business model canvas specific to healthcare to drive meaningful change for that industry.
- This project was launched during one of the most uncertain times in healthcare – yet we did it. Please join us as we discuss the innovation journey from our different perspectives!
The Power of Co-Creation In Healthcare Innovation
January 29, 2014 at 3:00 pm EST on blogtalkradio
This is our 3rd year doing this in North East Florida, and it keeps getting better.
During this session you will learn:
Creating a Culture of Innovation for Health Plans
March 4, 2014 in Washington, D.C. from 2:30 pm – 3:45 pm
During this session you will learn:
- How can health insurers become more innovative and flexible in a heavily regulated market?
- How do you create an organizational culture that prioritizes innovation and ties it to your organization’s strategic direction?
- What are some plans doing to break the mold?
- What are best practices in innovation in health care?
- This session will focus on design thinking used by engineers and in business management to invigorate creativity and spur a more creative problem-solving process. Faculty will highlight how both leading health plans and other businesses stimulate innovation to stay ahead of the curve.
CONFERENCE: Consumer Experience Forum Three
November 20-21, 2013 at the Enhancing the Consumer Experience in Health Plans Forum in Chicago
I will be facilitating AHIP’s Consumer Experience Forum Three in Chicago this fall. 2013 have hosted leaders in retail, data analytics, and consumer behavior, along with experts changing how health plans engage with consumers. AHIP’s Third Consumer Experience Forum being held November 20-21 in Chicago, Illinois will examine the infrastructure, operations, and technology needs of health plans to support the business-to-consumer environment in health care. Sessions will focus on the systems and technologies necessary to support and integrate your customer touch-points; how can you expand your brand and increase brand loyalty; and what are the customer patterns and trends that should be evaluated for future business decisions. This Forum convenes health insurance plan executives and industry thought leaders to discuss the actionable strategies in the transformation to a consumer-focused health insurance plan marketplace.Topics include:
- How do you create a consumer experience strategy that is true to your company’s mission? Is it integrated throughout your organization and do you have corporate buy in? How do you launch it, measure it and ensure that it lasts?
- How do you deliver an exceptional and consistent customer experience throughout the journey?
- What systems and technologies are necessary to support and integrate your customer touch-points?
- Is your architecture flexible and agile enough to maximize your customer channels?
- How can you bridge the divide between legacy systems and business needs for a consumer focused environment? How can you work around and within the confines of legacy systems to get data that is usable to make business decisions?
- How are you using data to reach and engage potential consumers and retain existing members?
Creating a Retail Health Infrastructure: Is Your Infrastructure Ready for Your Customers?
November 20-21, 2013 at the Enhancing the Consumer Experience in Health Plans Forum in Chicago
I will be facilitating this panel on applying a Channel Threading Strategy across all your consumer channels. Is your organization’s consumer initiative focused on tying together the channels and touch points that exist today as well as identifying any areas that are not being addressed? What does your infrastructure maturity curve look like?It is critical for insurers to get their multi-channel strategy right. Health plans should understand the big picture of how much consumer traffic comes from each channel. A strategy must also examine consumer transactions across multiple channels. This webinar looks at how to develop the people, processes and technology necessary to the development of an excellent retail/consumer organization that can support multiple consumer channels.Topics include:
- The role and intent of your retail channels.
- The fundamentals of a retail infrastructure.
- The fundamentals of a retail organizational structure.
WORKSHOP: StartUp NEXT: Week 5 – Go to Market
October 26, 2013 from 6:00 pm – 9:00 pm EST at University of North Florida
This workshop is part of the as part of the NEXT series. NEXT Jacksonville is a part time five week program to build the skills and tactics your startup needs to succeed in an accelerator, incubator, or early-stage launch.
During this session you will learn:
- Getting a startup to market is challenging and hard. Business to Business (B2B) and Business to Consumer (B2C) marketing strategies are very different as are the costs of acquiring customers. There are many strategies and approaches you can follow, but do they all provide a high ROI? Once a startup gets to market, it needs to capitalize on that opportunity. Entrepreneurs need to always be delivering tremendous value to customers, businesses, and their stakeholders. This session will cover strategies and tactics that entrepreneurs can implement to reach more customers and sell more. Before you launch your product you should have a basic understanding of models and what go to market tactics work and don’t work with each model.
WORKSHOP: StartUp NEXT: Week 4 – Pitching Your Idea
October 19, 2013 from 6:00 pm – 9:00 pm EST at University of North Florida
This workshop is part of the as part of the NEXT series. NEXT Jacksonville is a part time five week program to build the skills and tactics your startup needs to succeed in an accelerator, incubator, or early-stage launch.
During this session you will learn:
- Communication of ideas is an often overlooked area by entrepreneurs. Every bad pitch is a lost opportunity. Don’t be like other entrepreneurs; value the communication of your idea. Your ability to communicate your idea effectively will help you sell your vision. This session will provide entrepreneurs with the valuable tactics of pitching or communicating an idea. Whether you are recruiting a co-founder, selling to your customers, applying to an accelerator or pitching an investor, communication matters.
WORKSHOP: StartUp NEXT: Week 3 – Fundability
October 12, 2013 from 6:00 pm – 9:00 pm EST at University of North Florida
This workshop is part of the as part of the NEXT series. NEXT Jacksonville is a part time five week program to build the skills and tactics your startup needs to succeed in an accelerator, incubator, or early-stage launch.
During this session you will learn:
- Most entrepreneurs think they are in need of money and most entrepreneurs approach fundability all wrong. Sales from customers is the best funding you can receive. And sometimes, outside investment is required to scale a company. Just because you think you need money does not mean you are “fundable.” This session will show entrepreneurs how investors think about deals and how they evaluate what they are looking for. Investors place a heavy weight on major areas like team, traction, and scalability. Begin to understand an investor’s thought process and the milestones you need to hit for them to pay attention. Gain insights on why thinking about money too early (or at all) can be detrimental to your company.
WORKSHOP: StartUp NEXT: Week 2 – Big Markets, Big Ideas
October 5, 2013 from 6:00 pm – 9:00 pm EST at University of North Florida
This workshop is part of the as part of the NEXT series. NEXT Jacksonville is a part time five week program to build the skills and tactics your startup needs to succeed in an accelerator, incubator, or early-stage launch.
During this session you will learn:
- All entrepreneurs imagine building the next billion dollar company. Good ideas are not always targeting huge markets, but if your ambition is a attacking a huge market, learn the entrepreneurial mindset you need to build a good idea into a great company. This week will help determine if you should be dedicating the next seven years of your life to your idea. Start tp think like great entrepreneurs such as Steve Jobs, Bill Gates, or Mark Zuckerberg, they all understood their idea was changing the world.
WORKSHOP: StartUp NEXT: Week 1 – Customer Discovery
September 28, 2013 from 6:00 pm – 9:00 pm EST at University of North Florida
This workshop is part of the as part of the NEXT series. NEXT Jacksonville is a part time five week program to build the skills and tactics your startup needs to succeed in an accelerator, incubator, or early-stage launch.
During this session you will learn:
- Building a startup is about creating something that someone will pay you money for. Who are you building your product for? What assumptions do you have about your customer? What problems or pain points does your customer have? Why is the customer unhappy with current solutions? This session will introduce the power, art and tactics of customer interviews. Customer Discovery is an on-going learning process and will be covered weekly. You will validate your ideas through in-person customer interviews using Steve Blank’s Customer Development methodology and tactics from customer development practitioners.
WEBINAR: Building ACOs through User-Centered Design
October 3, 2013 at 3:00 pm EST part of The PCMH & Shared Savings ACO Leadership Summit
For ACOs to work, Insurers and Providers must first agree on how to share risk. After that, begins the hard part. What makes ACOs think they can drive human behavior better than the Managed Care companies, who have themselves struggled. The risk and economics may have shifted, but the song remains the same. For healthcare to work, you must get the buy in and action of the consumer. That is outside of the comfort zone of most Insurers and Providers. User-Centered Design has the tools and tenants to help.
During this session you will learn:
- How to create a healthcare “experiences” through User-Centered Design.
- How to drive those customer experience into actionable information.
- How to monetize that information through higher reimbursements, while lowering costs and increasing consumer happiness.
WEBINAR: Utilizing Member Engagement to Improve CAHPS Scores
October 2, 2013 at 3:00 pm EST part of The PCMH & Shared Savings ACO Leadership Summit
The Accountable Care Act means more access to healthcare for more people. But to pay for that access it also means margins for healthcare companies are going to be squeezed. But this does not necessarily imply doom for healthcare companies. The law actually encourages healthcare businesses to build better business models – and is willing to pay for it. By retooling your market approach, and the operations that run your business, you can actually improve your margins and your customer’s happiness at the same time you are helping to create a better and more efficient healthcare ecosystem.
During this session you will learn:
- How much is it worth to engage your customers (members)?
- What are the consequences if you do not?
- How to drive customer engagement into CAHPS information so you can maximize reimbursement.
FORUM: Building the Consumer into Your Organizational Processes
July 18-19, 2013 in Philadelphia
This forum will present in-depth sessions with experts in consumer-centered design, infrastructure considerations, and consumer focused strategies. This second meeting provides an opportunity for health insurance plan leaders to gain insights and network with the world’s best retail companies and advisors.
Key takeaways:
- How do you create a consistent and intentional experience for your customers?
- How should you reshape your distribution strategy in a post reform market?
- How can you use retail partners to extend your brand and products?
- How can you add new products into your existing distribution channel?
- How do you drive customer acquisition and action through rewards?
PANEL: Partnering with Traditional Retail Channels to Expand Your Brand
July 19, 2013 from 12:00 pm – 1:00 pm at AHIP’s Forum on Building the Consumer into Your Organizational Processes
I acted as moderator for a panel that looked at using existing retailer’s channels to extend your healthcare brand and product distribution.
Key takeaways:
- This panel examined the forward-looking business strategies of big retailers and how they can partner with health plans in new ways in the new environment.
- The speakers in this session discussed how traditional retailers are using their understanding of consumer behavior, including their understanding of consumer purchasing preferences, to help build better strategies.
PANEL: Using Reward Models to Drive Customer Actions
July 19, 2013 from 10:45 am – 11:45 am at AHIP’s Forum on Building the Consumer into Your Organizational Processes
New research shows that a significant number of health plans and employers view rewards and incentives as important to their overall strategy in 2014. Reward models and incentives can help to improve overall member health and reduce costs. I acted as moderator for a panel that looked at using rewards to drive consumer business models.
Key takeaways:
- How is the actual use of these strategies being measured and tracked among employers and payers?
- What is the importance of brand affiliation to consumers and how can reward programs influence that?
- What are the challenges in the market for engaging and retaining consumers?
PANEL: Will Their Experience be Consistent Across Channels?
July 18, 2013 from 4:00 pm – 5:00 pm at AHIP’s Forum on Building the Consumer into Your Organizational Processes
I acted as moderator for a panel that looked at consistency across channels. It is well understood that consumers make their best decisions incrementally and most consumers prefer using multiple ways to acquire the information for those decisions.
Key takeaways:
- The right consumer transparency tools and experience will allow consumers to make smarter decisions about their health benefits.
- The panel discussed using wrap-around consumer transparency and lifecycle member engagement programs that span multiple channels.
- The panel examined both private and public way for communicating as well as websites, mobile tools, games, messaging, physical storefronts, kiosks and clinics.
WORKSHOP: Implementing the Tenants of User-Centered Design
July 18, 2013 from 8:00 am – 12:00 pm at AHIP’s Forum on Building the Consumer into Your Organizational Processes
This workshop has been developed for individuals looking for more in-depth training on the tenets of user-centered design theory. This workshop will present a practical guide to developing a common design language in your organization and help you put it into practice so your consumer experience improves dramatically.
Key takeaways:
- What is user-centered design?
- What are some examples of user centered design, good and bad?
- What are the best techniques to create great customer experiences?
- How can I learn these techniques and put them into practice?
PANEL : People, Process and Technology: Moving into a Customer-oriented Market
June 14, 2013 from 1:45 pm – 2:30 pm PDT at the Wynn Las Vegas|Encore \ AHIP Institute
In a post-reform world, health insurance plans, like the whole healthcare system, must move from a traditional view of the health care system to looking at the individual within that system. We must recognize the immediate needs of our customers and re-design our companies to fulfill those needs. Doing so requires that we form the system around what consumer’s perceive as value in combination with what we know as necessary. This session will examine the convergence of retail consumerism and health care. Critical lessons from case studies from across the healthcare industry will be explored.
Key takeaways:
- Gain an understanding of the convergence of retail consumerism and healthcare.
- Learn how to re-shape your own company’s People, Process and Technology systems.
- Examine critical lessons from case studies from across the healthcare industry.
PANEL: Building an Exceptional Consumer Experience and Total Lifetime Value
June 13, 2013 from 3:15 pm – 4:15 pm PDT at the Wynn Las Vegas|Encore \ AHIP Institute
This session will highlight the importance of understanding consumer segmentation in defining and building the right products for the right members at the right time. Our speakers will share their views of why educating consumers before, during and after their shopping experience – both on and off exchanges, is crucial to strengthening the engagement between plan and member. Regardless of the environment, health plans must now support improved consumer experience that drive decision making transparency, product differentiation and member loyalty.
Key takeaways:
- Innovative approaches for member engagement.
- The evolution of health plans in this direct-to-consumer environment.
What Are Your Retail Health Channels and Do They Work Together?
June 13, 2013 from 1:45 pm – 2:30 pm PDT at the Wynn Las Vegas|Encore \ AHIP Institute
Ultimately, the winners in retail health will not focus on helping consumers navigate through the maze of health options available, but will work to remove the maze altogether. As the maze is different for every individual, the most successful health plans will know who their customers are ahead of time and will understand their preferences. This session will explore how to create retail channels that are linked together in a meaningful way to enable health insurance plans to personalize their products and messaging for each individual – and still drive down their overall costs.
Key takeaways:
- Evaluate the types and preferences for various retail health channels.
- Understand the critical “do’s and don’ts when implementing your retail health strategy.
- Learn how to build a channel threading strategy for healthcare consumers.
PANEL DISCUSSION: Power to the Patient: Technology and Networks that Support Consumerism
Tuesday, February 26, 2013 at 1:30 – 2:45 in Arlington, VA 22201; 6th Annual Consumer-Directed Healthcare Forum
Consumer-directed healthcare at its best empowers consumers-providing information about price, quality and treatment options; offering network options and incentives, including access to low cost self-care and retail healthcare; and providing tools, technology and interventions that help consumers make the best choices possible.Finally, you’ll learn the status of providing members access to critical pricing and quality information.
Key takeaways include:
- Learn about demand management programs that educate members on proper utilization of services.
- Explore trends and development in the availability of price and quality data.
- Gain insights on the evolution of retail healthcare and learn what’s coming next.
WORKSHOP: Assessing the Current Landscape of Retail Health: Opportunities for Revenue, Member Engagement, and Care Coordination through Retail Stores and Urgent Care Clinics
Wednesday, March 13, 2013, 1:00 pm – 4:00 pm in Lake Mary, FL; 5th Annual Leadership Summit on Health Plan Innovation
In the mid 2000’s, there was a disruptive movement in healthcare to build nurse practitioner run clinics within grocery store settings. Retail Health was disrupted again when insurance companies started building retail stores to attract consumers and sell their insurance products. Recently, partnerships between health plans and urgent care centers/retail clinics have spurred even more opportunity for plans to identify options for additional non-emergency services instead of expensive emergency room visits, when appropriate.In this workshop, learn how insurers are exploring this changing dynamic to not only control costs, but also attract new customers and coordinate member care.
Key takeaways:
- Understanding the purpose and use of a retail storefront
- Assessing the impact on the plan-member relationship
- Understanding the payment model for a retail care clinic
- Assessing the impact on the plan-provider relationship
- Incorporating retail clinics and urgent care centers into accountable care and changing models
This workshop will be split into three distinct sections:
- Part 1 – A brief history of retail health and its place in insurance
- Part 2 – Case Studies from successful organizations
- Part 3 – Open Discussion and Q&A on “The Future of Retail Stores and Clinics for Insurers”
PANEL : Partnering with Traditional Retail Channels to Expand your Brand
July 19, 2013 from 12:00 pm – 1:00 pm EST at the Enhancing the Consumer Experience in Health Plans Forum in Philadelphia
This panel will examine the forward-looking business strategies of big retailers and consumer companies as we move forward with reform. Prepared with consumer data, big retailers offer their pertinent perspective on their evolving role as a channel partner. The speakers in this session will discuss how traditional retailers are using knowledge of consumers to help simplify the buying process, and their role in helping health plans build better products.
During this session you will learn:
- The panel will discuss preferences, lessons learned and help attendees walk away empowered to make decisions in their own companies.
PANEL : Using Reward Models to Drive Customer Actions
July 19, 2013 from 10:45 am – 11:45 am EST at the Enhancing the Consumer Experience in Health Plans Forum in Philadelphia
New research shows that 90% of health plans view rewards and incentives as important to their overall strategy in 2014. And, employers will spend nearly $70 billion this year incentivizing healthy behavior, with large payers offering members billions more in an effort to improve overall health, reduce costs, and acquire new members.
How is the actual use of these dollars being measured and tracked among employers and payers? Is there a way to more efficiently administer incentives across multiple groups and individual members to derive best practices and to achieve better overall results for traditional health care and emerging care delivery models?
During this session you will learn:
- Leaders from across the spectrum will examine the issues and offer insights on the models.
Workshop – Implementing the Tenants of User-Centered Design
July 18, 2013 from 8:00 am – 12:00 pm EST at the Enhancing the Consumer Experience in Health Plans Forum in Philadelphia
This workshop has been developed for individuals looking for more in-depth training on the tenets of user-centered design theory. This workshop will present a practical guide to developing a common design language in your organization and help you put it into practice so your consumer experience improves dramatically.
During this session you will learn:
- What is user-centered design?
- What are some examples of user centered design, good and bad?
- What are the best techniques to create great customer experiences?
- How can I learn these techniques and put them into practice?
PANEL DISCUSSION: So you want to build a start-up accelerator?
Wednesday, March 13, 2013, 1:00 pm – 4:00 pm in Lake Mary, FL; 5th Annual Leadership Summit on Health Plan Innovation
Why not combine the best parts (contributions) of a start-up company with the necessary (working) parts of a legacy company to form something both new and necessary? There has been a lot of movement in the launching of healthcare vertical-specific accelerators that bring together legacy healthcare companies into partnerships with entrepreneurs and health start-ups. The quid pro quo is to create learning and business opportunities for the startups and affect the legacy company with agility and innovation. Some recent examples are DreamIt Ventures, Rock Health, Blueprint, Healthbox, New York Digital Health Accelerator and Startup Health to name a few. This panel is designed to inform and discuss a health plan or provider who might be looking at creatnh their own start-up accelerator.
Key takeaways:
- Reasons to create a start-up accelerator
- What you can expect to achieve
- Some rules of the road
Defining a Product Set Beyond Health And Ancillary Insurance
March 14, 2013, 10:15 am – 11:15 am in Lake Mary, FL; 3rd Annual Leadership Summit on Ancillary Products and Voluntary Benefits
Insurance companies are trying to connect with consumers in the marketplace – but are they focused on the consumers needs or their own products?
Key takeaways:
- What is retail health, really?
- What are consumers health jobs-to-be-done?
- What products do they need to solve them?
PANEL DISCUSSION: What Opportunities Are Being Created for Expanding Ancillary Benefits?
Thursday, March 14, 2013, 10:15 am – 11:15 am in Lake Mary, FL; 5th Annual Leadership Summit on Health Plan Innovation
Key takeaways:
- What do we mean by specialty benefits? What benefits are included? Dental? Vision? Pet? Disability? What Else?
- Integrating your specialty benefits with traditional medical offerings
- How far should we take the product offerings?
- When we discuss ancillary benefits are we really talking about necessary benefits?
- Are specialty benefits really an added value?
- How do new consumers (the currently uninsured, underinsured and the displaced insured) interact with ancillary insurance?
- Are ancillary benefits the answer to the commoditization that will result from reform?
Webinar – Retail Healthcare and its Implications for the Future of Health Insurance
Tuesday, January 8, 2013 from 2:00 PM – 3:15 PM ET
Retail healthcare—from convenient care clinics in drugstores to the emerging insurance exchanges mandated by ObamaCare—has the potential to reshape the provider and payer markets in the U.S. Health plans are taking a leading position by investing in exchange technology, assisting members with price and quality information, and developing innovating networks that broader member access. This webinar will outline how you can best position your organization for success in the burgeoning retail healthcare sector.
Key takeaways:
- Explore the origins and evolution of retail healthcare with an eye toward emerging trends.
- Understand how retail healthcare coupled with consumerism can impact member behaviors.
- Assess the impact of retail clinics on member access, costs and quality.
- Formulate a retail strategy that couples market-based incentives and reform-driven mandates.
What Does a Good Business Model Look Like?
January 12th, 2013 at 2:00 pm ET in Jacksonville, FL; Pre-Event Kickoff for Jacksonville Startup Weekend
ACOs Summit: A framework for sustainable ACO enablement
January 15-16, 2013 in Austin, TX
Insurers and Providers must first agree on how to share risk. After that, begins the hard part. For ACOs to last, unlike managed care in the 90’s, they will need a sustainable framework to sustainable achieve of cost, quality, and patient experience.In this session, learn about the essential ingredients in a value-based ACO framework that supports your risks-sharing contracts long-term.
Key takeaways:
- Starting with a foundation of data and analytics
- Ensuring care efficacy and evidence-based medicine
- Improving care delivery and payment coordination
- Creating a care consumption experience for patients/members