2022 Hospital Command Center Management Summit
Clinical and Operational Insights in Action
September 19-20, 2022 * Marriott Chicago Downtown * Chicago, IL

2022 Hospital Command Center Management Summit

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About the Conference:

Patients arrive at hospitals every day through different paths. Some through the emergency department, some through physician referrals, and some through scheduled procedures. What makes all of these situations similar is the fact that critically ill patients need access to care at the right place and the right time. At the same time, there are challenges when it comes to creating a culture of access. Health systems face growing capacity challenges and patient experience suffers when access is limited, or delays occur between transitions in care. Barriers include organizational silos, lack of continuity across care settings, and a lack of real-time operational visibility. For example, if someone needs acute, immediate care they would typically enter a health system through the ED or via a referral/transfer from another physician or facility, otherwise known as a direct admit. However, sometimes a direct admit isn’t that direct. Sometimes it ends up being fragmented, inefficient and time-consuming. And in some cases, it may take so long that the referring physician sends a patient to a competing health system. The result of these delays is lost revenue, a negative impact to a health system’s reputation, and a weakening of community physician ties. Another unfortunate scenario that can unfold when a health system can’t accommodate a direct admit is that patients may end up getting sent to the emergency room instead. That results in overcrowding and increases in left-without-being-seen.

So, what is the answer? How do you give physicians an easy way to not just admit a patient, but also track the patients progress throughout their continuum of care—at no cost to them?

Command centers are springing up across the country and feature sophisticated technology and give health systems a leading edge to manage capacity and improve patient experience. They have been proven to lead to big jumps in the number of patients who can access care at a health system—as well as corresponding jumps in patient satisfaction, revenue, growth and market share.

At this conference you will learn about how command centers utilize advanced predictive analytic technology and artificial intelligence to monitor and target real-time data on incoming patients, patient discharges, bed availability, and other hospital logistics. While hospital command centers are progressively growing in use among medical centers across the globe, learn how different hospitals utilize their own facilities to address their unique needs and issues.

Who Should Attend?

From Hospitals/Health Systems/Health Plans

  • Case Management
  • Discharge Planning
  • Patient Flow
  • Admissions
  • Nursing
  • Operations
  • CEO
  • CFO
  • Patient Care
  • Compliance
  • Clinical Care
  • Medical Directors
  • Quality
  • Patient Financial Services
  • Care Management
  • Emergency Medicine
  • Social Worker
  • Utilization Management
  • Hospitalist
  • Chief of Staff
  • Capacity Management
  • Transportation Manager
  • Logistics Director
  • Critical Care/Trauma
  • Patient Throughput
  • Bed Management
  • Patient Logistics
  • Patient Transport
  • Clinical Operations
  • Innovation Officer
  • Performance Improvement
  • Telehealth
  • IT Management
  • Health Information Management

Also of Interest to:

  • Vendors
  • Solution Providers
  • Consultants

Conference Agenda

Day One - Monday, September 19, 2022

7:15am – 8:00am
Conference Registration & Networking Breakfast 

8:00am – 8:10am
Chairperson’s Opening Remarks

Michelle Skinner, RN, BSN, MBA
Vice President
Strategic Client Management
TeleTracking

8:10am – 8:50am
The Role of Command Centers in Health System Operations
Hospitals and health systems nationally have struggled with the challenges of increasing demand and limited overall capacity leading to bottlenecks in care and inefficient patient flow through the hospital. Given constraints on expanding bed capacity including both regulatory barriers and high costs, hospitals and health systems have increasingly focused on improving operational efficiency as a method to improve patient flow. This session will present a case study on Ochsner Health’s journey to improve patient flow over several years through the application of engineering principles, analytics, improved management of variation, and creation of a system-wide playbook for approaching capacity management and patient flow in hospitals.  It’ll also detail how Ochsner’s Patient Flow Center drove the operational response during Covid surges, as well as served as the epicenter for the state’s response and evacuation of hospitals during Hurricanes Laura and Ida.

Stephen Pepitone
VP – Patient Flow and Clinical Services
Ochsner Health 

Jeffrey Kuo, MD
System Chair – Patient Flow Center
Ochsner Health 

8:50am – 9:30am
How a Command Center Can Improve Patient Access, Flow and Efficiency
A command center will control the flow of patients from the moment they are admitted to their discharge—all from one place. In this session learn how command centers change the way patient capacity is managed in a hospital and throughout the health system, overall leading to positive impacts on patient care.

Paul Taber
Director, Centralized Patient Logistics Center
Broward Health 

9:30am – 10:00am
Networking & Refreshments Break 

10:00am – 10:40am
TeleTracking 

10:40am – 11:20am

To build a high-functioning Operations Command Center it is imperative that your organization articulate both the short-term and long-term vision, including objectives and key operating results.  Once formulated, the command center design team is successfully positioned to develop capabilities that are aligned with clear organizational goals.  This session will walk through how to design an Operations Command Center from both the organization’s and the patient’s perspective by focusing on four critical build components:  people, space, data and analytics. Teams from two Mayo Clinic Command center locations- Jacksonville and Rochester  will present this approach.

Jamie Newman, MD, MHA, MACP
Medical Director, Rochester Hospital Operations Command Center
Mayo Clinic 

Karen Waters
Associate Administrator, Hospital
Mayo Clinic 

Michael Maniaci, MD
Medical Director
Mayo Clinic 

11:20am – 12:00pm
Achieving Positive Patient Flow Outcomes by Creating a Capacity Command Center
Learn how establishing a centralized operations center can control patient access, inpatient throughput, ambulatory capacity and quality and safety efforts. By co-locating core functions such as bed management, patient transport, environmental services, care management and ambulance services, you can set workflows to streamline patient throughput. This presentation will review the creation of a command center, and how to leverage dashboards, technology, real time data and metrics to enhance patient flow.

Raven Carter
Assistant Vice President Operations
Montefiore Health System 

Janine Duran Llamzon
Assistant Vice President, Emergency Service Line
Montefiore Health System 

12:00pm – 12:20pm
Air Traffic Control On the Go - Using a “Smart” Command Center to Better Manage Patient Throughput
Patient throughput and discharge barrier management has been a complex, constant struggle for hospitalsand healthcare systems and has become even more challenging due to reimbursement pressures, sicker patients, and fewer staff and resources. Other industries with high risk- like the airline industry- have successfully leveraged AI and machine learning to better manage capacity - so why can we do this in healthcare? We can, and we are. This session will demonstrate how hospitals are leveraging cloud based technology to optimize operational efficiency and patient flow.  By delivering real-time status and highly accurate predictions, hospital leaders, providers, front line staff and everyone in between has access to information needed to reduce the chaos and ensure safe, optimal patient flow.

Objectives

- Learn how AI and predictive analytics are enabling hospitals and healthcare organizations to more efficiently manage patient throughput and capacity management

- Describe how leaders, providers and staff can leverage “smart” command centers to simplify bed huddles, MDRs, and other patient-care meetings

Vivek Karun, MD, MPH
Product Implementation Manager, iQueue for Inpatient Beds
LeanTaaS

12:20pm – 1:20pm
Luncheon 

1:20pm – 2:00pm
Supercharge Command Center Automation with Clinically-Validated AI Chat to Triage Patients to the Safest, Best Next Actions
While modern command center technologies can be configured for common call routing and now include omnichannel support, few platforms are designed to manage clinical use cases that account for a large share of health system call center volume. 

In particular, consumers presenting with symptoms and seeking guidance and treatment advice are among the most common reasons for contacting the call center, yet systems still rely on manual analog methods to triage demand and route consumers to the appropriate care.

A March 2022 survey conducted by Clearstep found that only 4% of health systems had implemented a self-service virtual triage solution. COVID screener installations and non-clinical AI chatbots increased market penetration to 10%, but these narrow, more basic tools lack the clinical logic and operational rules required to automate intelligent patient routing to the right resource and right setting at a specific health system.

This session will share the operational and technical challenges that Clearstep’s customers addressed to implement a clinical AI chatbot product that leverages natural language processing, machine learning, and an auditable expert system to determine the safest, best next action for healthcare consumers/patients seeking care.

Adeel Malik
Cofounder & Chief Executive Officer
Clearstep

Bilal Naved
Cofounder & Chief Product Officer
Clearstep

Brian McGoldrick
Vice President, Operations
Clearstep

2:00pm – 3:00pm
Panel:
How to Get the Most Out of Your Command Center
Command centers combine the latest in systems engineering, predictive analytics and innovative problem-solving to better manage patient safety, experience, volume, and the movement of patients in and out of the hospital, enabling greater access lifesaving services. As more command centers launch around the nation, this session will explore how to get the most out of your command center to achieve greater operational efficiency and ROI.

Panelists:

Jodie Cremeans, RN
Executive Director, Operations Command Center
Kettering Health 

Stephen Pepitone
VP – Patient Flow and Clinical Services
Ochsner Health 

Alicia Vermeulen, MSN, RN, NE-BC, CEN
Director of Patient Placement and Logistics, Avera Transfer Center
Avera McKennan Hospital & University Health Center

3:00pm – 3:30pm
Networking & Refreshments Break

3:30pm – 4:10pm
How Hospital Command Centers Bring a New Balance to Healthcare
IU Health Bloomington Hospital is the Regional Academic Health Center that supports the South-Central Region of Indiana and IU Health.  When the pandemic hit, beds were at a premium!  The SCR of IU Health is lucky to have 2 Critical Access Hospitals with inpatient capabilities to help support the care of the region.  Integrating the entire SCR into the Command Center provided us the high-level view of bed availability and capacity beyond the beds in our own building.  This high-level view allowed for decompression as well as growth into the CAHs in the region.  Our smaller facilities were able to flex up and expand their capacity to support the communities that were hit by this pandemic.   In addition to sharing bed capacity, we share staffing resources and regional administration on call.  This is all managed through the command center for escalation of issues that might impact patient care.

Pam Tanner-Lauderbaugh, MSN, RN, CMSRN, NE-BC
Director SCR Integrated Care Management
Indiana University Health Bloomington 

4:10pm – 4:50pm
Building a Hospital Command Center Ecosystem
Implementations of hospital command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. Command centers can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction. This session will explore how a large academic medical center integrated an ecosystem that included network affiliates during the development & co-creation of a hospital command center—a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and nursing & providers’ needs & critical insights and best practices regarding what it takes to successfully implement and optimize a command center.

Toni Braden, DNP, RN
Patient Care Director of Capacity Management
Integrated Transfer Center
Nursing Administration
UCSF Health 

Pat Patton, DNP, MSN, RN
Chief Nurse Executive & Vice President for Patient Care Services
UCSF Health 

4:50pm – 5:30pm
Things to Get Right in Your Hospital Command Center
Command Centers are significant investments of time, energy and money. To realize their potential we must design them well. This session will explore imagining, designing and building command centers, and considerations for every team thinking of investing in one, including:

  • How to design your command center
  • How will your command center help patients?
  • How much to budget
  • How will it pay for itself?
  • What IT is needed?
  • How to optimize utilization of limited resources while preserving clinical quality, patient experience and staff experience

Jodie Cremeans, RN
Executive Director, Operations Command Center
Kettering Health

 5:30pm
End of Day One

Day Two – Tuesday, September 20, 2022

7:15am – 8:00am
Networking Breakfast 

8:00am – 8:15am

Chairperson’s Recap

Michelle Skinner, RN, BSN, MBA
Vice President
Strategic Client Management
TeleTracking

8:10am – 8:50am
The Benefits of Hospital Command Centers
Everything healthcare providers do comes back to what is best for the patient. Delivering the right care, at the right place, at the right time — is the goal of an effective, efficient patient flow strategy. And the best way to achieve that goal is through an operational command center. This session will explore how command centers allow for the seamless entry of patients into the health system and coordination of the safest, most appropriate care throughout their length of stay. Topics to be discussed include:

  • Barriers to patient access and throughput
  • Creating synergies and managing cultural change
  • Impact and lessons learned

Sanjay Pattani, MD, MHSA, FACEP
VP | Associate Chief Medical Officer
Mission Control, AdventHealth
Central Florida Division, South Region
Attending, Emergency Medicine
AdventHealth Central Florida 

8:50am – 9:30am
The Command Center’s Role in Driving Throughput and Managing Surge
Efficient management of patient flow throughout the organization is essential for safe and appropriate care of patients. Through active, real-time, coordination the command center can optimize resources and effectively manage surges in patient volume. This model is useful in managing flow under normal circumstances, but proved vital during the surge crisis recently experienced with the COVID pandemic. Real-time dashboards, that are accessible by stakeholders throughout the organization, are a key to success.

Key Objectives:

  • Discuss considerations related to command center staffing
  • Discuss data visualization using Tableau dashboards designed to give remote access to stakeholders throughout the organization
  • Identify the coordination of efforts across the hospital system and hospital departments (nursing, physicians, EVS, transport and bed control)
  • Discuss criteria for Surge protocols

Eric J. Morley, MD MHA MS CPHQ
Chief Quality Officer
Stony Brook Medicine
Associate Professor of Emergency Medicine
Renaissance School of Medicine
Stony Brook University  

Allison M. Copenhaver, MSN, RN, NEA-BC
Associate Director of Nursing, Medicine Services
Stony Brook Medicine 

Ally Silver, MPH
Associate Director of Operations
Stony Brook Medicine 

9:30am – 10:00am
Networking & Refreshments Break 

10:00am – 10:40am
Designing the Hospital Command Center of the Future
The command center of the future will leverage clinical technologies, virtual care, advanced analytics, and strategic spatial design to optimally progress patients to the right care settings. This session will explore how centralized care is connecting in-hospital and post-acute settings and share case studies highlighting methodologies such as data analytics, service line planning, financial modelling, strategic spatial design, future proofing, flow mapping and go-live activation approaches to launch successful hospital command centers. We will also share clinical outcomes on virtual care, speak on developing technologies and show a preview of where next generation centers are heading in the future.

Paul Davenport
Vice President, Emergency Services and Care Management
Carilion Clinic 

10:40am – 11:20am
Smoothing Demand
The Covid pandemic stressed hospital resources and often resulted in difficult and delayed transfer of patients requiring higher level of care. We will discuss a specific protocol implemented to optimize the use of all resources in our 16-hospital system while maintaining the best access for all referrers. We will also discuss the regulatory (EMTALA) implications and some of the unforeseen challenges with this process.

Cassie Latta
Director, Patient Placement Services
Indiana University Health

Charles M. Shufflebarger, MD
Medical Director, Transfer Center
Indiana University Health 

11:20am – 12:00pm
How Operational Readiness and Process Standardization is Fundamental to the Success of a Capacity Command Center

Krupa Desai, MD
Medical Director, NGHS Care Traffic Control
Co-Medical Director Hospital Medicine
Northeast Georgia Health System

Paul Montpas, RN, MSN, CNML
Director of Clinical Resources and Care Traffic Control
Northeast Georgia Health System 

12:00pm – 12:40pm
The Critical Role of Capacity Management and Coordination of Care in a Safety Net System
The very definition of “safety net hospitals” and their mission places these hospitals at financial risk due to an unfavorable payer mix and the mission of accepting every patient irrespective of the patient’s ability to pay. Couple this with the fact that these hospitals are located in poor communities and treating underserved members of our society who have multiple social determinants of health. Because of these limited resources and complex patient population these hospitals have to use their beds more “efficiently” and coordinate the patient’s care post discharge. This session will cover how a safety net hospital is deploying technology to move patients efficiently through the hospital and the outpatient. With the goal of improving clinical outcomes, improving patient satisfaction, and improvement of the system’s fiscal stability.

Olusegun A. Ishmael, MD, MBA
Vice President, Clinical Operations
Associate Chief Medical Officer
Sinai Health System, Chicago

12:40pm
Conference Concludes

Workshop - Tuesday, September 20, 2022

12:45pm – 2:45pm

Exploring the Various Models for Hospital Command Centers

Considering a command center for your hospital or health system? Do you have a commend center but feel like it isn’t working as effectively as it could? This session will explore various models, technology integration, transfer centers, discharge processes, bed management and throughput, financial clearance, and incident command.

Establishing and growing centralized acute care support services requires a thoughtful approach to design, function, and change management. This workshop will include an interactive exercise in collaborative development and consensus building specific to command center planning and optimization.

We’ll also discuss:

  • Strategic design and evolution
  • Challenges and limitations to centralized operations
  • Overcoming barriers to implementation and optimization
  • Reporting and analytics development
  • Command center disaster response

Thomas Brehmer
Director, Patient Flow
Prisma Health 

Lanie Crow
Manager
ECG Management Consultants

Featured Speakers

Stephen Pepitone

Stephen Pepitone

VP – Patient Flow and Clinical Services

Ochsner Health

Jeffrey Kuo, MD

Jeffrey Kuo, MD

System Chair – Patient Flow Center

Ochsner Health

Paul Taber

Paul Taber

Director, Centralized Patient Logistics Center

Broward Health

 

Jamie Newman, MD, MHA, MACP

Jamie Newman, MD, MHA, MACP

Mayo Clinic

Karen Waters

Karen Waters

Associate Administrator, Hospital

Mayo Clinic

Michael Maniaci, MD

Michael Maniaci, MD

Mayo Clinic

Raven Carter

Raven Carter

Assistant Vice President Operations

Montefiore Health System

Janine Duran Llamzon

Janine Duran Llamzon

Assistant Vice President, Emergency Service Line

Montefiore Health System

Vivek Karun, MD, MPH

Vivek Karun, MD, MPH

Product Implementation Manager, iQueue for Inpatient Beds

LeanTaaS

 

Jodie Cremeans, RN

Jodie Cremeans, RN

Executive Director, Operations Command Center

Kettering Health

 

Pam Tanner-Lauderbaugh, MSN, RN, CMSRN, NE-BC

Pam Tanner-Lauderbaugh, MSN, RN, CMSRN, NE-BC

Director SCR Integrated Care Management

Indiana University Health Bloomington

Toni Braden, DNP, RN

Toni Braden, DNP, RN

Patient Care Director of Capacity Management

Integrated Transfer Center
Nursing Administration
UCSF Health

Pat Patton, DNP, MSN, RN

Pat Patton, DNP, MSN, RN

Chief Nurse Executive & Vice President for Patient Care Services

UCSF Health

Michelle Skinner, RN, BSN, MBA

Michelle Skinner, RN, BSN, MBA

Vice President

Strategic Client Management
TeleTracking

Sanjay Pattani, MD, MHSA, FACEP

Sanjay Pattani, MD, MHSA, FACEP

VP | Associate Chief Medical Officer

Mission Control, AdventHealth
Central Florida Division, South Region
Attending, Emergency Medicine
AdventHealth Central Florida

Eric J. Morley, MD MHA MS CPHQ

Eric J. Morley, MD MHA MS CPHQ

Chief Quality Officer

Stony Brook Medicine
Associate Professor of Emergency Medicine 
Renaissance School of Medicine
Stony Brook University 

Allison M. Copenhaver, MSN, RN, NEA-BC

Allison M. Copenhaver, MSN, RN, NEA-BC

Associate Director of Nursing, Medicine Services

Stony Brook Medicine

Ally Silver, MPH

Ally Silver, MPH

Associate Director of Operations

Stony Brook Medicine

Paul Davenport

Paul Davenport

Vice President, Emergency Services and Care Management

Carilion Clinic

 

Cassie Latta

Cassie Latta

Director, Patient Placement Services

Indiana University Health

Charles M. Shufflebarger, MD

Charles M. Shufflebarger, MD

Medical Director, Transfer Center

Indiana University Health

Krupa Desai, MD

Krupa Desai, MD

Medical Director, NGHS Care Traffic Control

Co-Medical Director Hospital Medicine
Northeast Georgia Health System

Olusegun Ishmael, MD

Olusegun Ishmael, MD

Vice President, Clinical Operations Associate Chief Medical Officer

Sinai Health System, Chicago

Alicia Vermeulen, MSN, RN, NE-BC, CEN

Alicia Vermeulen, MSN, RN, NE-BC, CEN

Director of Patient Placement and Logistics, Avera Transfer Center

Avera McKennan Hospital & University Health Center

Paul Montpas, RN, MSN, CNML

Paul Montpas, RN, MSN, CNML

Director of Clinical Resources and Care Traffic Control

Northeast Georgia  Health System

Thomas Brehmer

Thomas Brehmer

Director, Patient Flow

Prisma Health

Lanie Crow

Lanie Crow

Manager

ECG Management Consultants

Venue

Marriott Chicago Downtown
540 North Michigan Avenue
Chicago, IL 60611
312-836-0100

Mention BRI Network to get the discounted rate of $289/night or use the link below:

https://book.passkey.com/e/50318235

Venue

Additional Rooms added at the Intercontinental Hotel at the discounted rate of $299/night (hotel is right across the street)

Sponsors and Exhibitors

LEAD SPONSOR


TeleTracking is the world’s leading healthcare operations platform. For over 30 years, we have exclusively focused on developing integrated operational solutions and clinical operations expertise that deliver measurable outcomes for healthcare organizations and governments. Our commitment to expanding the capacity to care has resulted in improved quality of care, better workflow and staff management, and significant financial performance savings for over 1,000 hospitals globally. Headquartered in Pittsburgh, Pennsylvania, TeleTracking works across North America and Europe with offices in Nashville, Tennessee; London, United Kingdom; and Berlin, Germany. For more information, please visit www.teletracking.com. 

EXECUTIVE SPONSOR

Clearstep, Inc. builds technology that makes it easy for healthcare consumers to access the most useful, clear next steps for health and care.

Clearstep’s Smart Care Routing™ solutions leverage clinical AI chat technology to improve patient access, engagement, and outcomes. Our healthcare chat assistant guides patient consumers to the right care and settings by enabling self-service Virtual Triage, automating common Patient Services, and streamlining critical touchpoints for Clinical Journeys. All while reducing administrative burdens, simplifying workflows, and delivering measurable value.

Clearstep is used by leading health systems, payers, and digital health providers including CVS Health, BayCare, HCA Healthcare, Medecision, and Duly Health & Care - Proven to increase patient loyalty by 4X, grow new patient revenue and enable partners to protect their bottom line by increasing efficiencies. Connect with us to learn more by visiting www.clearstep.health

LUNCHEON SPONSOR

LeanTaaS develops software that increases patient access to medical care by optimizing how health systems use expensive, constrained resources like infusion chairs, operating rooms, and inpatient beds. More than 120 health systems and 485 hospitals – including 40% of the top 25 health systems in the country, based on net patient revenue, 80% of all National Comprehensive Cancer Network institutions, and 55% of all National Cancer Institute locations – rely on the company’s iQueue cloud-based platform to increase patient access, decrease wait times, and reduce healthcare delivery costs. LeanTaaS is based in Santa Clara, California, and Charlotte, North Carolina.

EXHIBITOR

Patient Navigation is a proven transfer center model that improves patient outcomes, increases revenue, and increases market share. Elevating leading-edge technology, advanced analytics, and highly skilled clinicians, Patient Navigation helps our customers lower transfer center costs. Our goal is simple: we are the revenue-generating partner that helps your team do what they do best – patient care.

 

FAQ

Are there group discounts available?

  • Yes – Register a group of 3 or more at the same time and receive an additional 10% off the registration fee

Are there discounts for Non-Profit/Government Organizations?

  • Yes – please call us at 800-743-8490 for special pricing

What is the cancellation policy?

  • Cancellations received 4 weeks prior to the event will receive a refund minus the administration fee of $225. Cancellation received less than 4 weeks prior to the event will receive a credit to a future event valid for one year.

Can the registration be transferred to a colleague?

  • Yes – please email us in writing at info@brinetwork.com with the colleague’s name and title

Where can I find information on the venue/accommodations?

  • Along with your registration receipt you will receive information on how to make your hotel reservations. You can also visit individual event page for specific hotel information. The conference fee does not include the cost of accommodations.

What is the suggested dress code?

  • Business casual. Meeting rooms can sometimes be cold so we recommend a sweater or light jacket
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