Schedule

Peggy O’Kane
President - NCQA

Will Shrank, MD
Chief Medical Officer - Humana

Andrea Willis, MD
Chief Medical Officer - Blue Cross Blue Shield Tennessee

Improving Outcomes and Reducing Costs for Diabetic Kidney Disease

During this course the presenters will review the clinical and population health benefit of implementing the Kidney Health Evaluation for Patients with Diabetes.

This course is presented with support from Bayer. 

Speakers:

Joseph A. Vassalotti, MD
Chief Medical Officer - National Kidney Foundation
Clinical Professor - Icahn School of Medicine at Mount Sinai

George L. Bakris, MD, MA
Professor of Medicine
Director, Clinical Hypertension Center - University of Chicago

Peter A. McCullough, MD, MPH
Professor of Medicine
Vice Chief of Internal Medicine - Baylor University Medical Center

Basic

Plus+

All-Access

PCMH CCE Quality Awards

PCMH Certified Content Experts (CCEs) play an integral role in helping practices transform, achieve and maintain PCMH Recognition. Each year we ask Recognized practices and other stakeholders to nominate outstanding CCEs who have demonstrated:

• Significant contributions toward practice transformation, resulting in a practice or practices achieving NCQA PCMH Recognition.
• In-depth knowledge, experience and performance with NCQA PCMH program standards, guidelines, documentation and the Recognition process.
• Performance as a positive, goal-oriented team player, coach and advocate.

Join us this fall for the virtual 2020 – 2021 PCMH CCE Quality Awards Ceremony. NCQA’s President Margaret E. O’Kane will announce this year’s winners and each winner will give a brief presentation highlighting their work helping practices transform and maintain PCMH Recognition.

Basic

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NCQA Innovation Awards

Innovative health plans and patient centered medical homes support delivery system redesign and patient engagement initiatives that help drive better integration across the various levels of the delivery system and support person-centered care. NCQA Innovation Award winners represent organizations implementing leading-edge strategies and delivery systems that improve both quality and value. Join us as we hear directly from this year’s award winners on how they are on the cutting edge of transforming quality care.

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KICKOFF EVENT: REDEFINING THE QUALITY PLAYBOOK

Peggy O’Kane
President - NCQA

Will Shrank, MD
Chief Medical Officer - Humana

Andrea Willis, MD
Chief Medical Officer - Blue Cross Blue Shield Tennessee

Lisa Slattery
Vice President, Accreditation and Recognition Operations - NCQA

Michael Barr, MD
Executive Vice President, Quality Measurement & Research Group - NCQA

Brad Ryan, MD
Chief Product Officer - NCQA

Frank Micciche
Vice President, Public Policy and External Relations - NCQA

Plus+

All-Access

Findings and Recommendations From the Telehealth Task Force

Amid an unprecedented increase in the use of remote medical services, 23 leading health care voices came together to form the Task Force on Telehealth Policy. Convened by the Alliance for Connected Care, the National Committee for Quality Assurance and the American Telemedicine Association, the group represents a broad spectrum of providers, consumer advocates, payers and health care quality experts from public, private and nonprofit sectors. Join NCQA leadership as they share Task Force findings and recommendations.

Speakers:

Frank Micciche
Vice President, Public Policy and Communications - NCQA

Brad Ryan, MD
Chief Product Officer - NCQA

Basic

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Emerging Strategies for Telehealth, HEDIS and NCQA Products

Speakers:

Peggy O’Kane
President - NCQA

Michael Barr, MD
Executive Vice President, Quality Measurement & Research Group - NCQA

Brad Ryan, MD
Chief Product Officer - NCQA

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All-Access

FEATURED SESSION

The Importance of Immunizations During COVID

Dr. Tan, a national expert on immunizations, shares insights on why it’s both safe and important for the public to keep up with vaccinations during the pandemic.

Speakers:

L.J. Tan, MS, PhD
Immunization Action Coalition

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All-Access

Quality Connections Office Hours with NCQA Staff: Accreditation and HEDIS

Have a burning question you want answered by NCQA staff? NCQA staff for HEDIS, Accreditation, and Certification are readily available on Fridays to answer any questions Quality Innovation Series attendees may have. These sessions are unstructured and dedicated to addressing attendee questions regarding NCQA programs.
Speakers:

NCQA Staff

Basic

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All-Access

Expanding on KM07: Social Determinants of Health and Connecting Patients to Resources

Join the discussion on KM07, where we reflect on SDOH and how the pandemic complicates this already critical aspect of health outcomes. We’ll look at ways to utilize data to connect patients with community resources and track outcomes. We’ll also take a brief look at capturing information on vulnerable populations and implementing a quality improvement plan. This is a deep dive into how patients are affected by social risk and how your clinic can track and guide them to better health outcomes.

Speakers:

Jennifer Anglin, MS, CHES, PCMH CCE
Senior Quality Advisors, Purdue Healthcare Advisors - Purdue University

Basic

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A Deep Dive into the Measures - HEDIS Measure Changes – Part 1

Join NCQA staff as they share insight into measure changes and measure retirements. They will share the research and guidelines shaping the rationale for the measures and provide an overview of the themes and considerations for the measures. 

Speakers:

Kat Sobel, MS
Senior Health Care Analyst - NCQA

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FEATURED SESSION

Delivering Value-Based Care Across the Care Continuum

Moderated by Michael S. Barr, MD, MBA, MACP, FRCP - Executive Vice President, Quality Measurement & Research Group, NCQA

It’s clear that the U.S. health care system has begun to shift from volume to value-based care across the public and private sectors. Value-based models encourage delivery of better care while improving cost and outcomes for all stakeholders. Join Dr. Patrick Conway, CEO of Optum Care Solutions, as he shares insights on value-based care, his vision for implementing solutions across the entire care continuum and his call to action for building a better health care system for everyone.

Speakers:

Patrick Conway, MD
CEO, Care Solutions - Optum

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Quality Connections Office Hours with NCQA Staff: Recognition Programs

Have a burning question you want answered by NCQA staff? NCQA staff for Recognition Programs are readily available on Fridays to answer any questions Quality Innovation Series attendees may have. These sessions are unstructured and dedicated to addressing attendee questions regarding NCQA programs.
Speakers:

NCQA Staff

Basic

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Population Health Program: Essentials and Challenges

Join Dr. Osman (Ozzie) Ahmed, an expert in population health management and analytics, as he outlines the critical components of a population health program. He’ll give a detailed overview of the principles of population health and data utilities, and how to realize the best health and cost outcomes through evidence-based, well-designed program activities.  

Speakers:

Osman "Ozzie" Ahmed, Dr.PH, MD
Medical Director, Population Health - WellMed

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Results of the COVID-19 Stress Test of Primary Care

The Quick COVID-19 Primary Care Survey (“C19 Survey”) was launched by the Larry A. Green Center on the same day that the U.S. declared a national emergency. The survey is a weekly national finger-on-the-pulse reading of the response, challenges and capacity of U.S. primary care practices and patients. Since March, the C19 Survey has focused on the rapid evolution of primary care, and additional monthly surveys capture the American experience of primary care during the pandemic. In this session, we’ll share what we’ve learned through these surveys and the unique challenges faced by primary care practices as they seek to provide access and comprehensive care while ensuring the safety of patients and staff—and the survival of their practice.  

Speakers:

Rebecca Etz, PhD
 Associate Professor, Family Medicine and Population Health - Virginia Commonwealth University
Co-Director - Larry A. Green Center 

Basic

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HEDIS 2020 First Year Results

NCQA staff outline first-year analysis results and public reporting status for two new measures targeting treatment of substance use disorders and three recently updated measures including the Plan All-Cause Readmissions measure. In addition, staff will share reporting results for domains of measures gaining growing attention, including the 11 measures collected via Electronic Clinical Data Systems (ECDS) and four national measures of Long-Term Services and Support (LTSS) reported by health plans and community-based organizations.

Speakers:

Rachel Harrington, PhD
Research Scientist - NCQA

Junqing Liu, MSW, PhD
Research Scientist - NCQA

Lyndsey Nguyen, MS, BA
Senior Health Care Analyst - NCQA

Fern McCree, MPH
Senior Health Care Analyst - NCQA

Taylor Musser, MPH, CPHQ
Senior Research Associate - NCQA

Plus+

All-Access

Technology Hub Demonstration: The Interactive Review Tool (IRT) for NCQA Accreditation

The Interactive Review Tool (IRT) is a web-based platform used to manage the survey process for NCQA Accreditation and Certification. Organizations use IRT to access the Standards, complete presurvey process steps, complete a self-assessment, and submit survey materials and documentation. This demonstration is intended for health plans and organizations eligible for an NCQA Accreditation or Certification. Session attendees will have Q&A with presenters following this screen shared tutorial. This live session will be hosted twice for the Quality Innovation Series (QIS).

Speakers:

Shannon Kern
Senior Operations Engineer - NCQA

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Telehealth and Homelessness: Lessons Learned Serving an Overlooked High-Need Population

COVID-19 pushed the entire health care industry toward increased telehealth. For health care providers serving people experiencing homelessness, there are specific challenges meeting the needs of patients in shelters, on the streets, in encampments and in supportive housing programs. Implementing telehealth services was previously not thought possible for a high-need, medically complex population without housing. Join us for a conversation about the successes, challenges and lessons learned from safety net providers who have shown that telehealth can be a standard part of high-quality care, especially for vulnerable populations. We’ll also discuss policies needed to ensure that successes are made permanent.

Speakers:

Barbara DiPietro, PhD
Senior Director of Policy - National Health Care for the Homeless Council

Darlene M. Jenkins, DrPH, MPH., CHES
Senior Director of Programs - National Health Care for the Homeless Council

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Credentialing 101: Best Practices and Keys to Success

This session discusses the foundational components necessary to build and maintain a reliable credentialing program. As such, attendees will receive best practices for establishing acceptance criteria, monitoring on an ongoing basis, preventing discrimination, ensuring accuracy of provider directories, and managing delegation.

Speakers:

Cindy Allen-Fedor, RN, MPA, CPHQ, ACM

Plus+

All-Access

Knowledge of Patient-Centered Care is Powerful: How Teaching Healthcare Consumerism Skills Improves Clinical Outcomes, Trust, Satisfaction, and Health Equity Within the NCQA Patient-Centered Medical Home Model

An NCQA PCMH CCE, Dr. Young will share his primary research and experience with health care disparities and patient-centered care. Content will focus on how human resource and health plan professionals can design training strategies on the principles of the patient-centered medical home to improve health care consumer skills among diverse employees. Dr. Young will present evidence-based methods for enhancing plan performance and reducing costly racial/cultural inequities.

Speakers:

James P. Young, Jr. PhD, PCMH CCE, CPHQ
CEO - Concordant Healthcare Solutions, Inc.

Shari Davidson
Head of Benefits for the City of Alexandria, VA

Sinsi Hernández-Cancio, JD
Vice President for Health Justice, National Partnership for Women & Families

Plus+

All-Access

The Digital Measures Pioneer Panel

Hear insight from three health plans that are using Electronic Clinical Data Systems measures, NCQA’s newest quality reporting method, which allows unusual insight into care quality.

Speakers:

Fern McCree, MPH
Senior Health Care Analyst - NCQA

Julie Goldfarb, MS
EmblemHealth - NY

Sharon Kuhrt, RN, DNP
Priority Health - MI

Suzanne Beck, MS
Capital District Physicians' Health Plan CDPHP - NY

Plus+

All-Access

Quality Connections Office Hours with NCQA Staff: Accreditation and HEDIS

Have a burning question you want answered by NCQA staff? NCQA staff for HEDIS, Accreditation, and Certification are readily available on Fridays to answer any questions Quality Innovation Series attendees may have. These sessions are unstructured and dedicated to addressing attendee questions regarding NCQA programs.
Speakers:

NCQA Staff

Plus+

All-Access

FEATURED SESSION

Taking Care of New York’s Heart & Soul, Its People

EmblemHealth is one of the nation’s largest not-for-profit health insurers, with more than 3 million members and an 80-year legacy of serving New York City and the Tri-State area. Join us for a discussion with Karen Ignagni, EmblemHealth’s CEO, as she shares its companies’ commitment to meeting the needs of a diverse membership while navigating the epicenter of the pandemic.

Speakers:

Karen Ignagni
CEO - EmblemHealth

Lisa Slattery
Vice President, Accreditation and Recognition Operations, NCQA - Moderator

Basic

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Successful Telehealth Implementation During and After COVID

Join our panel of NCQA faculty and clinicians as they share best practices on how to implement and fine-tune your telehealth platform to ensure delivery of patient-centered care—today, and in the future.

Speakers:

Greg Adams, MD
Physician, Blue Ridge Pediatric & Adolescent Medicine - Co-president, Community Care Physician Network 

Ana Maria Lopez, MD, MPH, MACP
Sidney Kimmel Medical College, Jefferson Health New Jersey, Sidney Kimmel Cancer Center, NCI Designated - Thomas Jefferson University

Christina Borden, PCMH CCE
Director, Recognition Programs Policy - NCQA 

Basic

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A Deep Dive into the Measures - HEDIS Measure Changes – Part 2

NCQA staff will discuss the rationale behind retiring measures and developing new ones, share feedback from public comment—an important part of the development process—and outline updates to existing measures.

Speakers:

Cindy Ottone, MHA
Director, Policy-Measures - NCQA

Plus+

All-Access

Quality Connections Office Hours with NCQA Staff: Recognition Programs

Have a burning question you want answered by NCQA staff? NCQA staff for Recognition Programs are readily available on Fridays to answer any questions Quality Innovation Series attendees may have. These sessions are unstructured and dedicated to addressing attendee questions regarding NCQA programs.
Speakers:

NCQA Staff

Plus+

All-Access

Innovation in Primary Care and the COVID Response:
Finding Inspiration

Primary care is under siege. The combination of COVID-related quarantines and a fee-for-service payment system focused on in-person care has threatened its financial existence, even though the need for strong primary care has never been more urgent—from mitigating spread and treating a clinically complex disease, to preserving hospital capacity and providing regular medical care. Despite these challenges, primary care continues to innovate. This session will identify a range of community-responsive innovations that have emerged and will review what has enabled those innovations.

Speakers:

Christine Bechtel, MA
Co-Founder, X4 Health

Andrew Morris-Singer, MD
Co-Director, Morris-Singer Foundation, and Chair - Primary Care Progress

Howard Haft, MD, MMM, CPE, FACPE
Deputy Secretary for Public Health Services - Maryland Department of Health

Michael Klinkman, MD
Professor - University of Michigan, Department of Family Medicine

Marlene Putman, JD
Administrator - Tillamook County Health Department, Oregon

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The Three C’s of Quality During COVID-19: Communication, Compassion & Continuity

In the midst of a global pandemic, Louisiana Healthcare Connections adopted an innovative strategy that is ensuring uninterrupted access to quality, coordinated care for one of the state’s most vulnerable populations. By incorporating direct outreach to high-risk members, increasing telehealth access and implementing protocols for addressing the social determinants of health, the Medicaid health plan is working aggressively to improve outcomes in spite of the unprecedented challenges of COVID-19. “It’s not enough to point our members in the direction of the care they need; it’s our duty to see that they get it,” says Gwen Laury, Senior Director of Quality Improvement.

Speakers:

Gwen Laury, RN, CPHQ, PCMH CCE, SSBBP
Senior Director of Quality Improvement - Louisiana Healthcare Connections

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Embracing Virtual Care: The Veterans Health Administration’s Rapid Acceleration of Telemental Health During the COVID-19 Response

Dr. Weaver will describe the VHA’s history and promotion of telemental health and how this facilitated a rapid scale-up during the initial COVID-19 response period. She will talk about VHA’s conversion of in-person care to virtual care and the impact of telemental health services for veterans. Hear lessons learned, including organizational strengths and opportunities, moving forward, and implications for other providers and health care systems.

Speakers:

Kendra Weaver, Psy.D.
Sr. Consultant, Veterans Health Administration Office of Mental Health & Suicide Prevention

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Technology Hub Demonstration: The Interactive Data Submission System (IDSS) for HEDIS®

The Interactive Data Submission System (IDSS) is a web-based platform used to collect HEDIS results. Organizations use IDSS to access templates and resources for data imports and exports, manage user access, import data for HEDIS submission, and report on submissions. The redesigned IDSS has a new look and format. This demonstration is intended for healthcare organizations and vendors submitting data to NCQA for HEDIS reporting and would like to view the new features. Session attendees will have Q&A with presenters following this screen shared tutorial.

Speakers:

Garcene Duckett
Assistant Director, Data Collection - NCQA

Wendy Talbot, MPH
Assistant Vice President, Measure Collection and Audit - NCQA

Basic

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Using Health IT to Enhance Communication Between Patients and Providers

EHRs are evolving to keep up with the quickly developing IT platforms built to enhance care coordination and communication with patients and families. In this webinar, we will discuss what’s available in most EHRs to better inform patients about care plans and provide access to full chart information, and to enhance communication between the care team, provider and patient or family. Topics include sharing progress notes, use and set-up of text messaging, implementing proxy portals for populations with confidentiality concerns and use of CommonWell and Carequality.

Speakers:

Samantha Sawdon, PCMH CCE
Principal Consultant - Synergistic Strategies, LLC

Basic

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Building on the HEDIS Foundation: Digital Quality Measures

Digital quality measures create more efficient data collection and reporting, and better accountability at all levels. NCQA presents a panel of experts to discuss allowable adjustments, digital measures and the new HEDIS timeline.

Speakers:

Cindy Ottone, MHA
Director, Policy - NCQA

Anne Smith, RN, MHSA
AVP, Performance Measurement – NCQA

Plus+

All-Access

Technology Hub Demonstration: The Interactive Review Tool (IRT) for NCQA Accreditation

The Interactive Review Tool (IRT) is a web-based platform used to manage the survey process for NCQA Accreditation and Certification. Organizations use IRT to access the Standards, complete presurvey process steps, complete a self-assessment, and submit survey materials and documentation. This demonstration is intended for health plans and organizations eligible for an NCQA Accreditation or Certification. Session attendees will have Q&A with presenters following this screen shared tutorial. This live session will be hosted twice for the Quality Innovation Series (QIS).

Speakers:

Shannon Kern
Senior Operations Engineer - NCQA

Basic

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Improving Health System Management of Hypertension, Cholesterol, Diabetes and Physician Quality Before and During COVID (Provider Plus)

Jessica Schappacher, a CCE consultant, will discuss a grant-funded collaboration with the Florida Department of Health’s Bureau of Chronic Disease Prevention and the University of Central Florida College of Medicine’s HealthARCH to improve the performance of Floridian health systems’ management of hypertension, high cholesterol and diabetes (including pre-diabetes), and improve physician quality of care through clinical processes, clinical quality measurement and implementation of evidence-based intervention referral systems. Faculty will discuss how the project has adapted to meet the challenges of COVID-19 while working toward its original scope and goals.

Speakers:

Jessica Schappacher, MS-HSA, PCMH CCE
Consultant - HealthARCH

Quality Connections Office Hours with NCQA Staff: Recognition Programs

Have a burning question you want answered by NCQA staff? NCQA staff for Recognition Programs are readily available on Fridays to answer any questions Quality Innovation Series attendees may have. These sessions are unstructured and dedicated to addressing attendee questions regarding NCQA programs.
Speakers:

NCQA Staff

Plus+

All-Access

Technology Hub Demonstration: The Interactive Data Submission System (IDSS) for HEDIS®

The Interactive Data Submission System (IDSS) is a web-based platform used to collect HEDIS results. Organizations use IDSS to access templates and resources for data imports and exports, manage user access, import data for HEDIS submission, and report on submissions. The redesigned IDSS has a new look and format. This demonstration is intended for healthcare organizations and vendors submitting data to NCQA for HEDIS reporting and would like to view the new features. Session attendees will have Q&A with presenters following this screen shared tutorial.

Speakers:

Garcene Duckett
Assistant Director, Data Collection - NCQA

Wendy Talbot, MPH
Assistant Vice President, Measure Collection and Audit - NCQA

Basic

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All-Access

Knowing and Managing Your Patients “Deconstructed”

NCQA’s Knowing and Managing Your Patients is the largest of the NCQA Recognition Concepts and has the most Core and Elective criteria. This session will break down the most challenging KM criteria into understandable components of an overall comprehensive assessment and discuss how to use data to identify and segment populations and drive decision making for services offered to those populations.

Speakers:

Karen Taubert RN, BSN, MBA, PCMH CCE
Senior Consultant - Comagine Health

Basic

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Measurement Year 2020 Reporting HEDIS Audit Updates

Wendy Talbot, MPH

Plus+

All-Access

Driving Organizational Quality through Credentialing Accreditation and Peer Review

Rachel Austin, CPMSM
National Director, Credentialing & Provider Enrollment

Taysha Henke, CPC
Senior Manager, Quality Programs & Clinical Reporting

Basic

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Providing Holistic Pediatric Primary Care during the COVID-19 Pandemic & What Comes Next

This session will outline the COVID-19 response and recovery plans for Nemours duPont Pediatrics, Primary Care; describe barriers to providing primary care services—including behavioral health—during the pandemic; outline specific countermeasures, including tools and structures implemented to ensure access to necessary primary care services while maintaining a safe environment for patients, families and associates; and discuss emerging practices for integrated care in the evolving health care landscape.

Speakers:

Lauren Daley, MBA
Primary Care Administrator - Nemours/Alfred I. duPont Hospital for Children

Meghan Lines, PhD
Clinical Director, Integrated Primary Care Psychology - Nemours/Alfred I. duPont Hospital for Children

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Technology Hub Demonstration:
Q-PASS for NCQA Recognition 

Q-PASS is a web-based platform used to manage the survey process for NCQA Recognition. Organizations use Q-PASS to access the Standards, manage user access, complete NCQA agreements, schedule virtual check-ins, and submit evidence for surveyor review. This demonstration is intended for professionals preparing for NCQA Recognition, leading the readiness evaluation team, or teaching others about NCQA’s Web-based survey process. Session attendees will have Q&A with presenters following this screen shared tutorial. This live session will be hosted twice for the Quality Innovation Series (QIS).

Speakers:

Tracelyn Hairston
Senior Operations Engineer - NCQA

Plus+

All-Access

Quality Connections Office Hours with NCQA Staff: Accreditation and HEDIS

Have a burning question you want answered by NCQA staff? NCQA staff for HEDIS, Accreditation, and Certification are readily available on Fridays to answer any questions Quality Innovation Series attendees may have. These sessions are unstructured and dedicated to addressing attendee questions regarding NCQA programs.
Speakers:

NCQA Staff

Plus+

All-Access

Leveraging Telehealth in Primary Care: How Use of Telehealth Meets PCMH Criteria

Telehealth has seen explosive growth over the past few months. For practices that have integrated telehealth into their workflow, this session will highlight how those changes can meet core and elective criteria in PCMH Recognition. We’ll also review telehealth-related updates to the PCMH Recognition standards and guidelines (version 6).

Speakers:

Kevin Sheahan, MD, FAAP
Medical Director - Nemours duPont Pediatric Practices
Clinical Instructor of Pediatrics - The Sidney Kimmel Medical College

Amy Tennant, PCMH CCE
Manager, Recognition Programs, Policy & Resources - NCQA

Basic

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Optimizing Patient Care During a Pandemic

This panel discussion will highlight the experiences of practices during the pandemic and the benefits of being a PCMH-Recognized practice during this time. Panelists will share challenges to connecting with patients to drive and maintain engagement; strategies for ensuring continuity of care and health preservation for high-risk patients; and SDOH outreach with at-risk patient populations and the resources available. They will also reveal how their practices survived the heavy demand with limited resources and how the COVID crisis sharpened challenges.

Speakers:

Amy Honeycutt, CMA (AAMA)
Operations Project Manager - Holston Medical Group

Julia McKay, LPN, PCMH CCE
Project Manager, Patient Centered Medical Home and CPC+ - Erlanger Health System

Pat Pope-Stout, PCMH CCE, CPHIMS
Quality Improvement Specialist - QSource

Adrice L. Williams BSN, RN
Manager - THE MED, Christ Community Health Services

Basic

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A Deep Dive into the New Measures: Kidney Health Evaluation, Cardiac Rehabilitation, Osteoporosis

Join NCQA measurement champions as they share insight into the development of the new HEDIS measures. They will share the research and guidelines shaping the rationale for the measures and provide an overview of the themes and considerations to help shape the development of these brand new measures. 

Speakers:

Emily Hubbard, BA 
Health Care Analyst, Quality Measurement & Research - NCQA

Nancy McGee, MS, MBA
Senior Health Care Analyst, Quality Measurement & Research - NCQA

Dan Roman
Director, Performance Measurement - NCQA

Basic

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Targeted Digital and Telephonic Messaging as Effective Support and Engagement Tools During the COVID-19 Pandemic

This presentation will evaluate the essential role of targeted digital and telephonic outreach in effective patient engagement during the COVID-19 Pandemic. Once New York Governor Andrew Cuomo instituted NY PAUSE, Rapha Family Medicine, like most small community-based practices, was left without the guidance or resources necessary to support their population, especially the most vulnerable among them. Understanding how small primary care practices effectively utilized patient portals, phone calls and text messaging to communicate, engage with, manage, and support their patient population when the pandemic abruptly shut down the world is critical not just for care during this pandemic but for ongoing transition and continuity of care afterwards. Utilizing EHRs, the patient population was initially segmented based on overall risk level and health care needs. This information was then used to craft general support and engagement plans for each segment and individual plans for those in higher risk categories. In addition, this presentation explores the critical importance of follow up messages and/or virtual meetings with patient and family members on care plan implementation, ongoing support and reevaluation.

Speakers:

Frances Ilozue, MD, MPH, PCMH CCE
Rapha Family Medicine PC

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Technology Hub Demonstration:
Q-PASS for NCQA Recognition 

Q-PASS is a web-based platform used to manage the survey process for NCQA Recognition. Organizations use Q-PASS to access the Standards, manage user access, complete NCQA agreements, schedule virtual check-ins, and submit evidence for surveyor review. This demonstration is intended for professionals preparing for NCQA Recognition, leading the readiness evaluation team, or teaching others about NCQA’s Web-based survey process. Session attendees will have Q&A with presenters following this screen shared tutorial. This live session will be hosted twice for the Quality Innovation Series (QIS).

Speakers:

Tracelyn Hairston
Senior Operations Engineer - NCQA

How the Patient-Clinician Relationship Will Help Us Survive the Pandemic

COVID has increased the sense of social and physical isolation in our society. Clinicians are experiencing tremendous strain as they adapt to a “new normal” that has magnified the flaws in the U.S. health care system, and patients are adapting to that system under strain in unprecedented ways. What would happen if patients and physicians came together virtually to (re)connect, talk openly about their experiences, support one another and find the silver lining that might show a better way forward? Could this help mitigate clinician burnout and patient disengagement with care? Might this be a platform for collaborative action aimed at transforming care processes or advocating for policy change?

Speakers:

Christine Bechtel, MA
Co-Founder, X4 Health

Nicole Defenbaugh, PhD
Clinical Communication Specialist and Medical Educator - St. Luke’s University Health Network

Matt Lewis, PhD
Narrative Leadership Expert - 3rd Conversation

Andrew Morris-Singer, MD
Co-Director, Morris-Singer Foundation, and Chair - Primary Care Progress

Jennifer Sweeney, MA
Co-Founder - X4 Health & 3rd Conversation