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Tuesday, March 19 • 2:45pm - 3:45pm
Track 6: INDUSTRY SESSION - Alexa, show me what’s possible for the citizen experience in health and human services?

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No matter our jobs, many of us often take on repetitive tasks that consume time we could be devoting to direct customer and citizen interaction and advancing strategic initiatives. Healthcare and human services workers might rightly argue that they have more than their fair share of these tasks—and that their time and mindshare could be better allocated to higher-value activities. Virtual assistants and cloud-computing are specifically designed to offload the kind of “undifferentiated heavylifting” that eats up valuable resources. These combine artificial intelligence (AI), robotic process automation (RPA), voice and text capabilities, and content analysis to support intuitive, conversational interactions.
The technology to make that possible is here, and healthcare/human services agencies using virtual assistants are already seeing improvements in availability and capacity, speed and accuracy, and customer and caseworker experience. Join us at this session to start talking about what’s possible and how to make it a reality for your organization.

avatar for Kathy Slater-Huff

Kathy Slater-Huff

Communication & Education Bureau Chief, NM Human Services Department Medical Assistance Division
Kathy Slater-Huff serves as the Communication and Education Bureau Chief for the New Mexico Human Services Department’s Medical Assistance Division (MAD). MAD is the administrator of the State’s Medicaid program. Kathy has worked in Medicaid for over eleven years and has been... Read More →
avatar for Jeanelle Romero

Jeanelle Romero

PEJUST Health Unit Program Manager, NM Human Services Department
Jeanelle Romero is a program manager for the New Mexico Human Services Department (HSD) Medical Assistance Division (MAD). Jeanelle manages the Presumptive Eligibility (PE) and Justice-Involved Utilization of State-Transitional Healthcare (JUST Health) programs for New Mexico Medicaid... Read More →
avatar for Mike Vozas

Mike Vozas

Collaboration Leader for US Public Sector, Amazon Web Services
Mike Vozas is a Collaboration Leader at Amazon Web Services. He has over twenty years of experience delivering collaboration technology solutions to customers across many markets and verticals.
avatar for Gaurav Diwan

Gaurav Diwan

Managing Director North America HHS, Accenture
Gaurav Diwan is a Managing Director in Accenture’s Health & Public Service practice, and the industry lead for Integrated Eligibility and Public Assistance. He is responsible for all work that Accenture delivers to public assistance agencies, and is currently leading Accenture’s... Read More →

Tuesday March 19, 2019 2:45pm - 3:45pm PDT
Paca (3rd Floor)