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Keynote Speaker

 

Lou Carbone, Founder and Chief Experience Officer, ExperienceEngineering

 

Lou Carbone is the Founder, President and Chief Experience Officer of Experience Engineering, Inc., a total customer and employee experience management firm. He is also the author of Clued In: How to Keep Customers Coming Back Again and Again (Prentice-Hall, 2004). Carbone has spent more than two decades leading the world in the development of experience value management theory and practice in a broad range of industries including travel, healthcare, retail, technology, financial services, manufacturing, and education.

 

Carbone is widely recognized in academic and business circles as the thought leader who launched the customer experience and employee experience movement with the publication of his seminal article titled "Engineering Experiences," first published in Marketing Management magazine in 1994. He is an expert in the field of experience value creation, and is the originator of the first and only method for experience value management. He has lectured and his theories have been taught at leading institutions including the Harvard Business School, Columbia, The Cornell School of Hospitality, Haas School at the University of California at Berkeley, Texas A&M’s Center for Retail Studies, Carlson School of Business at the University of Minnesota, Boston University, UNLV and Parsons School of Design among others.

 

Carbone has written numerous published articles, is a business speaker (member of the National Speaker’s Association), and has been an adjunct faculty member at the IBM Advanced Business Institute. He is past chairman of the American Management Association Sales and Marketing Council, Co-Chairman of the Board of Directors of Health Quality Partners, Inc., former Chairman of the Board of Trustees at Brown College, member of the Thiel College Board of Trustees, and has served on the editorial board of Healthcare Design Magazine. His best selling book, Clued In: How to Keep Customers Coming Back Again and Again, received the celebrated Fast Company Reader’s Choice Award.

 

Carbone has worked with companies like Pizza Hut, KFC, Avis, H&R Block, General Motors, IBM, Taco Bell, Progressive Auto Insurance, John Deere, Blockbuster, IBM, La Quinta, Time Warner Cable, Deluxe Financial Services, Office Depot, Audi of America, Royal Bank of Canada, and Boston Children’s Hospital to name just a few.

 

Prior to founding Experience Engineering, Carbone was an advertising executive with major agencies in New York, Detroit and Minneapolis. While with Campbell-Ewald Advertising, Grey Advertising, and Manoff Geers Gross, he worked with companies including American Tourister Luggage, National Car Rental, Walt Disney World, Eastern Airlines and Howard Johnson.


 

 

Speakers

 

Andrea Addo, MBA, CPA, CFE, CITP, Audit Principal, Fraud & Forensic Group, Olson Thielen & Co., Ltd.

 

 

Andrea Addo, MBA, CPA, CFE, CITP is an Audit Principal in the Fraud and Forensic group at Olsen Thielen with 12 years of extensive experience in accounting, auditing and consulting. Andrea works with commercial and non-profit companies in various industries. She performs audit and accounting services, including fraud risk assessments and internal control evaluations, which have been instrumental in reducing the organization's fraud risk.


 

David Anderson, OSCP, Manager, Information Security, CliftonLarsonAllen LLP

 

David is a Manager and Information Security Consultant with nine years of experience in the Information Technology field. He has experience in networking, Linux, and managing a Microsoft Windows domain. Currently, he performs, and provides project management for, network penetration testing, internal vulnerability assessments, and social engineering engagements within a wide range of industries. David has firsthand knowledge and experience using leading edge hacking/testing methods: -) External and internal network penetration designed to gain access to high value targets -) Social Engineering Techniques designed to assess all aspects of company security “People, Rules, and Tools” -) Techniques for email Phishing that result in remote access to company networks, bypassing improperly configured firewalls and proxy systems. David has been a featured speaker at national conferences and training sessions related to information security including topics related to penetration testing and vulnerability assessment; corporate account takeovers, email phishing, social engineering and network security.


 

Craig Baillie, Partner / Account Director, Brave New Media

 

Craig currently serves as Partner and Account Director at Brave New Media, a Minneapolis-based digital media agency. Craig brings more than 22 years of experience as a web and print designer. Craig has worked on very kind of marketing communications initiative you can imagine. In his current role, Craig manages the creative and technology aspects of client campaigns and initiatives. Craig brings a strong design and detail oriented approach to clients across various industries. Craig holds a Bachelor of Arts from the University of Chicago.


 

Annie Belde, Project Coordinator, Patient Access, HealthPartners

 

Annie Belde graduated from the University of Minnesota Twin-Cities in May of 2017 with her Bachelor’s degree in Health Services Management. As an undergraduate student, she obtained a summer internship at HealthPartners where she was able to gain experience related to her chosen field of study. Annie obtained a full-time position at HealthPartners post-graduation and currently works as a Project Coordinator on the Patient Access Team.


 

Christian Betancourt, MBA, Head of Digital, Brave New Media

 

Christian currently serves as Head of Digital at Brave New Media, a Minneapolis-based digital media agency. In this role, Christian helps clients across various industries develop strategic, data-driven marketing strategies that help achieve desired business outcomes. As leader of the agency’s digital practice, Christian manages talented teams working on all aspects of digital marketing including: social media, search engine optimization, paid media strategy, email marketing, lead generation and analytics. Previously, Christian held public relations, marketing and digital roles at Best Buy, Thomson Reuters and Securian Financial Group. Christian holds a Bachelor of Arts in Public Relations from the University of Minnesota and a Master of Business Administration in marketing from the University of St. Thomas.


 

Robert Boisvert, Attorney & Shareholder, Fredrikson & Byron, P.A.

 

Bob Boisvert is a shareholder at Fredrikson & Byron, P.A., where he has practiced employment law for 33 years. He is certified by the Minnesota State Bar Association as a Labor & Employment Law Specialist and licensed to practice law in Minnesota, Iowa, and Wisconsin.


 

Matt Brandt, Vice President Operations and Business Development, Center for Diagnostic Imaging

 

For the past 15 years Matt Brandt has held various roles in healthcare administration, from consulting to Chief Executive Officer of a large private practice group. Currently, he is working with the Center for Diagnositic Imaging as Vice President of Operations & Business Development MN.


 

Jennifer Carlson, CPA, Metro Market Manager, Robert Half

 

Jennifer Carlson is a metro market manager with Robert Half Management Resources, which finds skilled senior-level accounting, finance or business systems professionals on a project or interim basis. With 20 years of experience in the staffing and recruiting industry, Jennifer started with Robert Half Management Resources as client services director in 1998 and was promoted to division director in 2004. In 2012, she was promoted to her current role as metro market manager. Jennifer has a bachelor’s in accounting from St. Cloud State University, and is active in the Minnesota Society of CPAs as well as the Minnesota Society of Human Resource Management. She serves on the accounting advisory committee for North Hennepin Community College and is a regular guest speaker at the University of Minnesota in Minneapolis Carlson School of Management. Jennifer was named a 40 Under 40 honoree by the Minneapolis/St. Paul Business Journal in 2007.


 

Mark Fisher, Health Care Partners (HCP)

 

Mark is a Principal with Health Care Partners (HCP) - a consulting firm dedicated to successfully positioning HC clients by focusing on their Niche, Differentiation, and Execution strategies.  He has over 35 years of experience in ‘C’ level positions ranging from; Park Nicollet, UMP, and Aspen Medical Group/Allina to Stillwater Medical Group, MHN and Associated Eye Care.  He co-founded Medcare Compare a web based company that enabled Patient/Consumers to find Physicians/Providers that met their Patient Value Equation criteria and needs.   He is a Faculty member of the UST Graduate School of Business, Health Care MBA and the Center for Business Excellence programs.  His most recent class; Financing and Spending in the U.S. Health Care System.   

Along with being a Past President of MMGMA and Fellow in the American College of Medical Practice Executives he is a Past President of the Stillwater Sunrise Rotary and the St. Croix Area United Way. 


 

Shelly Gompf, MA, SPHR, Director Healthcare Leadership, Professor – Offutt School of Business, Concordia College

 

Shelly Gompf is a passionate leader and faculty member who enjoys sharing thoughts and driving dialogue about key business imperatives inside the healthcare industry. She is the Director of Healthcare Leadership at Concordia College, Moorhead, MN where she leads the undergraduate program inside and outside the classroom though lectures, integrated case studies, site visits and internships.  Additionally she teaches graduate courses at the University of Jamestown and Minnesota State University Moorhead in strategic human resources management. Prior to transitioning to academia, Shelly served for nearly twenty years as an executive in Operations and Human Resource Management in companies such as Catholic Health Initiatives, Innovis Health, Douglas County Hospital as well as other non-healthcare industries.  Today she stays active throughout the state volunteering for non-profit board of directors, local and state associations as well as business consulting.  Shelly lives in Fargo North Dakota with her husband Tracy and four daughters.   


 

James Hereford, President & CEO, Fairview Health Services

 

James Hereford is president and CEO of Fairview Health Services. Based in Minneapolis, Fairview is $5.4 billion non-profit, integrated health system affiliated with the University of Minnesota. Fairview's 32,000 employees and 2,400 aligned providers provide exceptional clinical care, from prevention of illness and injury to caring for the most complex medical conditions. Fairview has proudly served its communities for more than 100 years.


 

Charles Killmer, Netgain

 

Charles is an expert in IT Security and works closely with organizations throughout the United States to design secure computing environments.


 

Susan E. McClernon, Innovative Healthcare Leadership

 

Susan E. McClernon serves as the Faculty Director of the Bachelor's of Applied Science in Health Services Management program for the UMN  Twin Cities and is also President/CEO of Innovative Healthcare Leadership, a health care consulting firm. Sue has served in health services administration for over 30 years, most recently as the COO of St. Mary’s Medical Center in Duluth, MN and COO of University Brackenridge Hospital in Austin, TX with Ascension Health. She completed her PhD and MHA at the University of Minnesota in Health Policy and Management with a passion and focus on chronic disease management and innovation. Sue has served as adjunct faculty in the MHA Executive program, UMD and the College of St. Scholastica HIM Masters Program. She has authored the chapter author on strategic business planning in the AHIMA HIM textbook since 2010. She is a Fellow in the American College of Healthcare Executives. Sue lives in Duluth with her husband and three children.


 

Caroline A. Minnick, CPA, CISA, CCSFP, Manager, Health Care, CliftonLarsonAllen LLP

 

Caroline Minnick is a manager with the health care group of CliftonLarsonAllen LLP specializing in assurance, reimbursement, consulting, and tax services (both for-profit and non-profit) for hospitals and health systems and senior living organizations. Caroline has over six years of experience in public accounting. Her background includes auditing services for hospitals and health systems, as well as senior living clients including: continuing care retirement communities (CCRC’s), nursing homes, assisted living facilities, and HUD projects. Caroline has and continues to develop expertise in the health care industry focusing on hospitals and health systems, as well as senior living organizations. Specifically, she devotes her time to audit, reimbursement, and tax services (both for-profit and non-profit) of hospital related organizations, long-term care organizations, and HUD projects. She provides compliance/Risk based services along with vulnerability and HIPAA assessments. She also works with organizations through guidance on strengthening internal controls and mitigating IT risks.


 

Alyssa Nordberg, Senior, Concordia College, Intern at BCBSND

 

Alyssa Nordberg is a current Concordia College student graduating in August of 2018. She will graduate with a Bachelor's degree in Business with concentrations in Healthcare Leadership and Healthcare Finance. As a part of her undergraduate coursework, she completed 480-hour Healthcare Finance internship at Blue Cross Blue Shield of North Dakota, focusing on provider relations and networks. Upon completing her final semester at Concordia, she will experience a second full-time summer internship to complete her Healthcare Leadership concentration requirements. Alyssa plans to return to the metro area for her summer internship with plans to pursue full-time employment in the area post-graduation.


 

Mark Pottenger, Administrator/COO, Apple Valley Medical Clinic, Ltd.

 

Mark Pottenger has been and advocate and supporter of Independent Primary Care clinics having over 30 years of experience successfully leading those organizations including being the Administrator/COO for the Apple Valley Clinic since 2015 and Administrator of Northwest Family Clinics for 25 years prior to Apple Valley Clinic. His support of Independent clinics includes serving as a board member of MHN and PrimaCare Direct. He is an active member of MMGMA, having been a presenter at previous conferences and currently serves as Co-Chair of the Sponsorship Committee as well as the MMGMA board. Mark has been supportive of students in healthcare education and has worked with many healthcare administration interns over the years as well as serving as a guest speaker for the U of M MBA program in Health Care Administration.


 

Kelly Salwei, CPA, CMA, Audit Principal

 

Kelly Salwei, CPA, CMA is an Audit Principal with over 38 years of public accounting experience. Kelly works with medical clinics in all areas of financial reporting and consults with them regarding internal control, compensation, shareholder buy-in and redemption, tax planning and more.


 

Angie Soderberg, Internship Director & Undergraduate Research Opportunities (UROP) Coordinator, University of Minnesota Duluth, Labovitz School of Business & Economics

 

Angie Soderberg is the Internship Director and Undergraduate Research Opportunities (UROP) Coordinator for the University of Minnesota Duluth in the Labovitz School of Business & Economics (LSBE). Her work includes providing support to students, engaging with employers to develop internship opportunities, and working directly with academic departments to provide quality learning experiences for students.

 

Soderberg brings to the LSBE community over 14 years of experience working in higher education specifically developing career programming for students and employers. As an alumna of UMD, she was excited to go back to the institution that provided her the foundation to her career path. Soderberg holds a Master of Science in Education from Portland State University located in Portland, OR.

 

Her past employment includes working within career programming for the College of Education and Human Development at University of Minnesota Twin Cities, the University of Wisconsin Superior, State of Oregon, and The Art Institute of Portland.   


 

Tony Yanni, Operations Manager, Alltran Health Services, Inc.

 

Tony’s Healthcare Career includes over 15 years of Healthcare Management and County and State Federal programs experience in various front line and leadership positions, such as Financial Clearance Manager and most recently Front End Operations Manager at Alltran Health Services. Tony is an experienced financial clearance and operations expert in the Revenue Cycle and has recently made the transition from a hospital revenue cycle to vendor revenue cycle. Most recently Tony has Project Managed the MNsure program at Hennepin County Medical Center in Minneapolis as well as redesigned their Financial Counseling and Prior Authorization Departments. Tony hold a Bachelor’s Degree in Business and is currently working on his MBA. He also enjoys spending time exploring his new home in St. Cloud.


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