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Featured speakers:

David Shapiro

David Shapiro
GM and SVP, Member Experience, Press Ganey

David Shapiro is the Senior Vice President and General Manager of Member Experience, where he leads a team dedicated to advancing solutions, analytics, and insights aimed at enhancing the quality, experience, and retention of health plan members.

With a 25-year career marked by a focus on health plan member experience, David’s successful track record includes significantly improving consumer and provider satisfaction, net promoter scores (NPS), and Star Ratings during his leadership at UnitedHealthcare as Chief Experience Officer.

His broad skillset spans consumer and provider experience, managed care experience strategy, engagement marketing, consumer data, and customer relationship management.

Jessica Assefa

Jessica Assefa
Partner, Strategic Consulting, Press Ganey

Jessica Assefa is a nationally recognized expert in Medicare Advantage Star Ratings and healthcare quality improvement, with over 20 years of experience across both payer and provider sectors. In previous roles, she has helped health plans achieve 4- and 5-Star ratings through strategic consulting, data-driven insights, and hands-on support. A former Chief Quality Officer and nurse, Jessica brings a unique blend of clinical and operational expertise to drive meaningful improvements in care and performance.

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