Talking CAHPS

Brian Heacox, VP of Product at mPulse, has a strong background in engagement, analytics, and product strategy. With over 10 years of experience in healthcare tech, he leads cross-functional teams to drive product growth, managing everything from co-development to market launch. Brian is passionate about delivering impactful solutions and collaborating with clients to bring ideas to life. He enjoys analyzing data, making key design decisions, and exploring new technologies. His focus is on improving healthcare outcomes and creating innovative, user-centric products.

Saeed founded Decision Point with the mission of improving health plan clinical, financial and operational performance through informed, data-driven predictions on strategic decisions. He has more than 25 years of health information technology experience, with a track record of developing innovative approaches to solve complex business problems. Saeed has held key senior management positions at Eliza Corporation, Ingenix (currently Optum), IHCIS and ProVentive, where he led high-performing teams focused on creative uses of technology for practical problem-solving.

Saeed is a graduate of The Johns Hopkins University with a BA in Economics. He brings his wealth of healthcare engagement expertise to his current role as Chief Product Officer for mPulse – a full-service healthcare engagement firm, leveraging predictive analytics, advanced health portals, and personalized omnichannel outreach, transforming the healthcare experience for 100+ million individuals.

Dan leads business development and strategic partnerships at mPulse, leveraging over a decade of experience in advancing data-driven, consumer-focused solutions. In his current role, Dan partners with healthcare organizations to identify opportunities for innovation, aligning cutting-edge technologies with business objectives. His work focuses on fostering collaboration and designing strategies that personalize consumer engagement, streamline operational efficiencies, and drive measurable improvements in business performance.

Lisette Roman, formerly the Vice President of Client Analytics at mPulse, a leader in digital solutions for the healthcare industry. She leveraged her expertise to drive data-driven strategies that enhance client outcomes and foster consumer-centric experiences.

Beyond her professional endeavors, Lisette has contributed to academia as an instructor at Northeastern University, where she has taught courses such as “Strategic Management and Leadership in Healthcare.”

Her dual roles in industry and education underscore her commitment to advancing healthcare analytics and leadership.

Rex Wallace is the founder and principal of Rex Wallace Consulting, LLC, a firm that specializes in improving Medicare Advantage health plans’ Star ratings. Since starting the company in 2017, he has helped numerous health plans achieve significant quality improvements, including full-Star rating jumps within a single year. With over 23 years of healthcare experience, Wallace previously led Star Ratings for a large multi-state health plan, where he consistently achieved ratings of 4 to 4.5 Stars across various contracts.His expertise lies in guiding Medicare Advantage plans through the development and execution of strategies that materially boost quality outcomes, focusing on areas like compliance, quality measures, and revenue optimization related to Star ratings.

Heidi Salerno is a seasoned healthcare professional with over 14 years of experience in the Medicare Star Ratings Program. She holds a bachelor’s degree in health care management. Since September 2023, Heidi has been serving as a Member Experience Consultant at Rex Wallace Consulting, LLC, where she guides clients in enhancing their Medicare Star Ratings.

Prior to joining Rex Wallace Consulting, Heidi had an extensive tenure at Cigna. From July 2020 to September 2023, she led the National Stars strategy and execution for CAHPS, HOS, and Member Experience as the Stars Customer Experience and Outcomes Director. Earlier roles at Cigna included CAHPS HOS Program Management Senior Advisor, Pharmacy Quality/Audit Specialist, and MAPD (Medicare Advantage Prescription Drug) Customer Service Supervisor, further honing her expertise in the Medicare segment.

Reva Sheehan is the Senior Director of Customer Insights at mPulse, a company specializing in digital solutions for the healthcare industry.

With over 15 years of experience in health plan operations, Medicare quality, long-term care, and compound pharmacy management, Reva is dedicated to enhancing member experiences and outcomes.

In her role at mPulse, Reva focuses on leveraging data-driven insights to improve healthcare consumer experiences. She has been instrumental in developing strategies to navigate changes in Medicare Star Ratings and has shared her expertise through webinars and industry events.