Management & Operations Sessions

This track is proudly sponsored by Fuzion.

The mission of the Management and Operations track is to engage senior leaders in the Long Term Care Insurance business and impart knowledge in the areas of strategy, technology and management fundamentals. Sessions are designed to appeal to a broad group of leadership including executive management, operations, legal, actuarial and finance.

ILTCI Opening Session

April 13th – 11am-12pm ET

How are you using technology to amplify human resources and ingenuity?  Are you ready to work with the next generation of sophisticated technology?  Is this the early dawn of a second renaissance? 

Thank you for joining the ILTCI Board of Directors and Executive Advisory Committee as we kick-off our 2021 Virtual Conference.  Our keynote speaker, sponsored by OneAmerica, will be ANDERS SÖRMAN-NILSSON global futurist and innovation strategist.  His insights pertaining to the past year and where we can go from here sets the tone for our 2021 Virtual Conference.

We look forward to seeing you there!

Care Optimization and Best Practices to Streamline the Claims Process

April 13th – 12-1pm ET

In an increasingly tech-enabled world, how can new digital tools and virtual assessments supply information to carriers that can be leveraged to help optimize the care for claimants based upon their individual needs?  How can the rich data provided by these new technologies allow carriers to streamline the claim process for the claimant while maximizing the valuable time of the clinical teams assigned to these claims?  Attend this session to hear the unique perspectives of clinicians with extensive LTC industry experience paired with the insights from the leader of an innovative company looking to utilize data analytics to provide intelligent solutions to carriers.

Speakers: Lucy Beiter (New York Life), Rita Bennett (Lincoln Financial Group), Char Hu (The Helper Bees) Christina Newbrough (Moderator, The Helper Bees)

Seniors and Technology: A Paradigm Shift Toward Digitalization

April 13th – 1-2pm ET

The holy grail for service operations is an environment that leverages technology to decrease costs while improving the customer experience. The common wisdom has been that interactive technology won’t be embraced – or used – by older customers, leaving LTC PHS operations largely behind in the trend toward 24/7/365 service centers that are supported by chatbots, portals and other AI robotics. Further, digitalization and the use of analytics can improve core claims functions – enhancing the customer experience while moving the claim curve to the left. The time has come to rethink the paradigm! Hear from experts in digitalization and its potential for transforming the LTC service and operations environments.

Speakers: Becky Freeman (Thrivent), Laura Moore (Moderator, Triplus) Christina Newbrough (The Helper Bees), Shannon Perschy (John Hancock)

How to Communicate with Policyholders

April 22nd – 12-1pm ET

Policyholder communications can be expensive. Lapse Designees and Privacy mails are required but is there value in other types of communications to policyholders? The panel will discuss how their companies approach policyholder communications and their rationale.

Speakers: Beth Acerbo (MetLife), Jodi Anatole (Moderator, Endeavour Consulting), Andy Freedman (Assured Allies), Jessica Loesing (Faegre Drinker), Sharon Reed (LTCG)

Win-Win Provider Partnerships

April 29th – 2-3pm ET

LTC carriers pay out over $11 billion per year in claims, directly or indirectly to care providers. Providers want to work with our industry, but how? Where do our interests align and diverge? In this session we need YOU to work with our provider panel to develop realistic partnership strategies.

Speakers: Mary Alexander (Home Instead Senior Care), Matt Capell (Moderator, LTCG)

Remote Work and Business As Usual

April 29th – 3-4pm ET

How do you manage key LTC functions in a COVID environment? Many employees and key functions are now working and taking place in home offices and dining room tables across the world. We are working anywhere but the office. What did we learn in the shift? What will those key functions look like in the coming months or years?

Speakers: Matt Capell (Moderator, LTCG), Paula Johnson (LTCG), Julie Kirby

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