Sponsored By: 
In today’s behavioral health industry, consumer experience is no longer a “soft” metric, it’s a primary driver of access, engagement, outcomes, and financial performance. As expectations evolve and competition intensifies, leading organizations are rethinking how they design and deliver care to meet consumers where they are while strengthening their bottom line.
This executive seminar will explore how forward-thinking behavioral health organizations are transforming the consumer journey–from first touchpoint through ongoing engagement–by leveraging data, digital tools, and person-centered care models. Attendees will gain practical insights into reducing friction in access and the intake process, improving retention and adherence, and building trust with diverse populations, all while aligning experience strategies with sustainable revenue growth. Discover how to integrate consumer experience into organizational strategy, measure what matters, and operationalize improvement across clinical, administrative, and digital channels.
Key takeaways include:
- Strategies to improve consumer access, engagement and retention across the care continuum
- Leveraging technology and data to personalize and streamline the consumer journey
- Building a culture of consumer-centricity that drives both outcomes and loyalty
4:00 pm – 4:30 pm
Giving Client Engagement A True Home At Christian Children’s Home Of Ohio
Part of the Consumer Experience Seminar
At Christian Children’s Home of Ohio (CCHO), client engagement wasn’t struggling because of a lack of effort or commitment — it was operating within a highly complex environment. With many teams, systems, and handoffs in play, it wasn’t always clear what came next—slowing progress across intake, documentation, communication, and billing. When intake, documentation, communication, and billing span multiple teams and systems, even simple questions can slow progress if answers aren’t easy to find. Staff and leaders frequently found themselves asking: Is this ready to go to the client? Did the client receive it? Who owns the next step?
In this session, Tonia Hanshaw shares how CCHO stepped back and realized the work was getting done — just across too many disconnected tools and workarounds. Rather than adding another system, CCHO focused on giving client engagement a true home by anchoring it directly to their Qualifacts EHR. With the Client Engagement Suite, CCHO extended existing workflows, replaced assumptions with visibility from intake through billing, and developed clear, intentional engagement with its clients.
The result is a more confident, predictable client experience — and a quieter, more trusted operational environment. Staff isn’t left guessing, clients engage at the right time with the right context, and leadership doesn’t have to investigate or intervene to keep things moving. This session offers a practical, real‑world look at the value of consolidating client engagement into the same ecosystem as your EHR — and what changes when engagement finally has a place to live.