This week’s episode offers interesting insights on how we can leverage Telehealth to close healthcare gaps. Justin Davis, CEO at Congruity Health, describes how transforming the Telehealth industry can lead to proactive care and decreased healthcare costs. He also identifies the central friction points throughout the shift and ways to handle them.

What You’ll Learn From This Episode:

  • 02:02 The current state of Telehealth
  • 04:41 Telehealth can help fill these particular healthcare gaps
  • 11:50 ‘Continuity of care’ as a goal for Telehealth
  • 13:41 Telehealth and AI
  • 15:29 ‘Aligning incentives’ as the major pain points for the Telehealth industry’s transformation
  • 18:12 Leveraging Telehealth for musculoskeletal disease
  • 20:54 An approach to driving better consumer behavior

Quotes:

05:13 “Telehealth can fit a really interesting niche to help sort of close that continuity of care— close that gap, communicate with those care coordination teams, and actually help folks change the trajectory down that high-risk, high-cost path.”

06:29 “The way I see this thing shifting— and I see the meaningful change that it can make— is when you can get to a place where it’s pre-diagnosis or emerging diagnosis, where we can understand when folks are on a particular path towards chronic illness or towards a poor outcome. And Telehealth companies can be positioned really well to do that outreach and that proactive care.”

12:27 “Staying connected to the folks that actually coordinate— the specialist, the PCPs— it’s really important that the data and information gets passed along to all folks involved. For Telehealth to serve that purpose, it needs to nestle into that ecosystem.”

14:21 We know a lot about comorbidities and what leads to what, and there are some incredible experts out there that are much better than I at describing how all these things link together. But I think AI is going to help us better understand that journey in a much more predictive way than we are able to today. And the next part of that AI is figuring out how to connect to these Telehealth companies or these delivery mechanisms sooner.”

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This week’s episode features a group fostering a unique collaborative environment to help benefit consulting firms excel. Scott Smith, president and CEO of True Network Advisors, shares how his group builds a collaborative process across different agencies and the challenges that lie beneath it.

What You’ll Learn From This Episode:

  • 02:22 Introduction to Scott and how True Network started
  • 07:06 How collaboration is done within the True Network
  • 14:14 How the group creates and fosters relationships with clients
  • 17:55 The biggest challenge of advisors coming together as a group

Quotes:

09:23 “We just decided early on that if we could not do something better than the best agency at True, we were not going to do it because if we put forward that capability— and let’s say that person left True to go somewhere— then we might be putting those agencies in a bad spot to try to cover for that loss of capability. So we build resources— sort of like a cafeteria plan for our agencies where we do have compliance resources, we do have sales resources. For us to do something to put our name on it, our logo on it, and the True brand, we have to be sure that we are really really great at that.”

12:52 “The altruistic vision of True, in the beginning, was to get agencies together: They wouldn’t compete with each other, that we share all their best ideas. And because we had ‘benefits people’— that’s who we were— then we know who’s doing great work and we can elevate and push that out.”

18:56 “The concept of getting together with peers in a large or a small group— I just don’t think people do it enough and if they do it, they don’t do it for the right intentions. There is such power in small groups(…); it is really meaningful if you can find a small group with which you can share and collaborate and not compete with, be vulnerable. We’ve tried to take that ‘8 to 10 person culture’ and maintain it.”

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This week’s episode explains why it takes both art and science to make a health benefit plan work for all stakeholders. Allison DePaoli, founder of Altiqe Consulting, shares their process in creating a health plan that affects all constituents positively while helping people work through the setbacks in these plans.

What You’ll Learn From This Episode:

  • 02:13 Allison on the rebranding of her benefits firm, Altiqe
  • 06:24 What’s their process for building a health benefit plan that works for all constituents?
  • 12:20 Apps as global communication tools for employees
  • 16:26 Their outbound dialing process raises employee engagement

Quotes:

07:20 “When you can take people where they are, okay you’re here, what you’re telling me is you wanna go here so let us create a map to get you there. And we have a process for it. Literally, get the information— data rules all. Understand what the actual problem is because every employer has a different problem (…), then what solutions are right to deal with that, and what kind of timeline do you need to implement that?”

09:42 “You have to talk about the risks as well. I used to get in trouble with this with the sales manager, saying all the bad things (…) but you become more trustworthy, you become a trusted adviser when you clearly outline the pitfalls.”

13:17 “I like apps that you can put on people’s phones that will do push notifications and reminders, and will also allow them to have everything that they need in one place. If I’m using a concierge medical management, it’s on there. If we’re using alternate sourcing for prescriptions, it’s on there. There’s 24-hr advocacy on there so you have somebody that can get information about a doctor, a bill… You can put Telehealth on there. You can put behavioral health on there.”

18:34 “Many employers and advisers underestimate the power of an employee. Employees have budgets and families. They don’t wanna pay anymore than they need to and they want high-quality care. We’ve done a horrible job of giving them tools to find that out. So give them the tools.”

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This week’s episode focuses on the use of improvisation as a valuable training tool for business professionals. Peter Margaritis, author of Improv is No Joke, describes what improv can do for your career and organization. He also introduces the effectiveness of the “Yes, and…” principle in sharpening your leadership and communication skills.

What You’ll Learn From This Episode:

  • 03:06 What is improv?
  • 05:35 Improv in action and the ‘group mind’ mentality
  • 09:06 The “Yes, and…” principle as a helpful tool in business discussions
  • 11:20 Using improv to bridge the gap for your prospect’s interest
  • 16:18 How to get started with improv

Quotes:

08:43 “The ability to communicate without using words with your team, the ability to be able to adapt on a dime without really having that much thought because ‘I know what everybody else is gonna do. I’ve been working with them for a while, I know their likes and dislikes, and I can deliver something that they might not‘— that just becomes powerful when you have that type of respect and trust for each other.”

12:18 “Yes, and…’s about agreement but not always agreeing. It’s actually you telling the person [who’s talking with you] that you’re gonna listen to what they have to say. You’re gonna park your ego and your agenda and you’re gonna actively listen to them. And then when they’re done, add on to that conversation. Not tear down. Move it in a positive way. And that’s powerful.”

13:32 “What improvisers do is we are scripted beforehand (…). However, when I walk into that room, I wad that script up in my mind and throw it away. Absolutely throw it away and just spend that time reading the audience, engaging with the audience. And when they take me down another path, I can go off-script and explore that with them, or explore that rejection with them, or explore that thought process with them, all the while knowing that I still need to bring them back to some point. But I’m able to entertain that. And a lot of it really has to do with getting rid of distractions, those internal distractions, that self-talk in our head…”

15:27 “I’ve curated about 65 articles that improv, in some ways, shape performers being discussers as a business tool. And the more that we can create a culture (…) that is embracing, that is collaborative, that is respectful and has appreciation for the people and treats them, and allows them to make mistakes and not punishing them, that’s an empowered workforce. That’s an empowered organization.”

Resources:

Improv Is No Joke: Using Improvisation to Create Positive Results in Leadership and Life

Off Script: Mastering the Art of Business Improv

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This week’s episode looks at how having a marketer’s mindset can make a difference to your business. Kate Colbert, author of Think Like a Marketer, explains the importance of stories in today’s competitive world. She also shares the common pitfalls of DIY marketing and why companies should avoid them.

What You’ll Learn From This Episode:

  • 02:04 What it means to think like a marketer
  • 06:22 How stories can save lives and make someone stand out in a competitive world
  • 10:14 Knowing your differentiator is different than knowing how to tell it
  • 14:12 Why it’s important for agents, brokers, and benefits advisors to know their differentiator
  • 18:34 The pitfalls of Do-It-Yourself marketing

Quotes:

02:54 “If we can teach all of ourselves how to think like marketers, one, we can communicate better with one another but two, we’d generate more sustainable, profitable growth for our organizations.”

09:02 “I’m surprised when I work with a lot of organizations that are really smart and have great products or great services, they’re absolutely brilliant, and I ask them, ‘But what makes you different from that other guy (…)?’ And a lot of times they can’t articulate it. They really don’t know what makes themselves meaningfully different. They have to understand what that difference is and then they have to have a story that will stick with their customers.”

18:18 “I would advise your listeners to be spending some time thinking about the words that they’re using because the words that they use— if they’re not intentional about them— will attract the wrong customers.”

21:13 “If you’re going to make money— if your marketing is going to have a really great return on investment— you have to stop panicking about every dollar you spend. You have to start thinking about what’s the right spend to get you the right return.”

Resources:

Think Like a Marketer: How a Shift in Mindset Can Change Everything for Your Business

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This week’s episode presents key insights into where the rising musculoskeletal claims are coming from and how we can prevent them. Melissa Gill, owner and CEO of On-Site Solutions, highlights the significant intervention of physical therapy in minimizing the risks of work-related injuries and in creating a proactive, positive, and engaging workplace culture.

What You’ll Learn From This Episode:

  • 02:35 Where the issue on high musculoskeletal claims stem from
  • 06:27 Being preventive with physical therapy
  • 11:22 How physical therapists can help the virtual workforce in preventing musculoskeletal conditions
  • 13:53 KPIs that are being tracked by On-Site Solutions
  • 19:03 How On-Site Solutions translate their services into employee engagement

Quotes:

03:31 “I’ve seen over the years, [nurse triage lines and a lot of the companies we worked with] they didn’t know what else to use so they have a nurse call-in line. And it’s not that those are not helpful, but you have to go to the medical person that’s got the most amount of knowledge about the musculoskeletal system.”

12:28 “Even if you have a perfect setup [you have a great chair, you even have a sit-stand, everything’s perfectly set up], your body was meant to move. It was meant to move every 20 minutes, that’s really what we have to do.”

14:28 “Originally, we only had clients that had really high sprain/strain claims. Very clear ROI. Get those claims down. We can look at the report of injuries. We can look at the OSHA Recordables. We can look at work claim numbers and dollars. Very clear data. And we still track that [if that’s important to the company]. But now, what we’re seeing is more and more employers are coming to us because it’s a quality of life.”

20:12 “So many factors change that most of the companies we start with, or most of the employees we work with— we continue those relationships. We continue seeing them because there’s always something else that can be added— education, stretching, strengthening, or something to make their body skills because they can feel.”

21:23 “The surprising thing that the companies don’t realize is how well-received it is [the data and the stats go with that, right?] But it’s really looked at as a benefit. It really has helped shift the culture, especially in a tight labor shortage, to a very engaging, proactive, and positive relationship.”

 

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This week’s episode highlights the tools and techniques to be effective and confident in building a referral base. Bill Cates, president of Referral Coach International, provides an in-depth discussion on the “Perpetual Revenue System” and what should be covered in order to successfully turn referrals into introductions.

What You’ll Learn From This Episode:

  • 02:39 An overview of Bill’s books: “Get More Referrals Now”, “Don’t Keep Me A Secret”, “Beyond Referrals”, and “Radical Relevance”
  • 06:44 The 3-step process to building a referral base
  • 11:17 How mindset works in the “Perpetual Revenue System”
  • 14:27 What items are covered in the value discussions?
  • 16:49 Turning referrals into introductions
  • 22:14 Get access to Bill’s free downloadable e-guide

Quotes:

03:58 “The referral is not the end game; the referral is a means to the end.”

07:04 “Our studies have shown that it’s not loyal, satisfied clients who give referrals and make introductions— it’s engaged clients. What’s an engaged client? Someone who feels engaged with your value. They like the things you teach. They like the questions you ask. They’d get them thinking in ways that also teach, they like your responsive service.”

13:43 “Yes, we need to serve the heck out of our clients. And some of those people will introduce us to others because some are inclined to do it on their own. But if we don’t have a way to be proactive, then we’re gonna miss a tremendous amount of opportunity.”

17:28 “To me, the process is not complete if we haven’t been introduced— if we haven’t been connected in some ways.”

Resources:

FREE High-Content eGuide from Bill Cates

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This week’s episode looks into the prevalent chronic conditions that women suffer from and the main reasons why they’re unable to have access to proper care. Joe Connolly, founder and CEO at Visana Health, explains how a tech-enabled, high-touch care model can provide solutions and make a difference to women’s healthcare.

What You’ll Learn From This Episode:

  • 02:11 Introduction to the Virtual-First Healthcare model
  • 06:58 What caused the challenges in women’s healthcare
  • 10:53 How the care model has transformed women’s healthcare experience
  • 14:15 How big providers look at the adoption of this care model
  • 16:28 Cost savings for self-funded employers
  • 17:51 Majority of the population being served are women with gynecological conditions

Quotes:

03:13 “Virtual-first providers have lots of ancillary providers to have a holistic care model… The technologies that they’ll use (…), it’s a much more elegant technology platform that can include a really elegant symptom tracker so you can track patient reports and outcomes over time— which then can feed back into your care model so that you can make continuous improvements.”

04:21 “Asynchronous care— typically the way that you will do it— is a text message, email, in-app messaging, care that’s delivered not in real-time.”

11:08 “In addition to having longer times that we’re interacting with the patient, we also make sure that all of our providers go through racial disparity training where they’re educated on these differences and we make sure that they’re aware of these differences when they’re interacting with patients.”

18:06 “About 30-35% of women will have heavy menstrual bleeding or uterine fibroids; 15-20% of women have endometriosis. So these are very very high prevalence diseases, and you just don’t hear about them a lot because there’s this element of shame or stigma associated with them.”

 

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This week’s episode covers the significant decision factors that every patient must have in this current state of healthcare. Dr. Sanjay Prasad, surgeon and author of Resetting Healthcare, explains the need to reform the industry and how transparency can also help raise the quality of care.

What You’ll Learn From This Episode:

  • 02:17 How COVID19 has impacted the state of healthcare
  • 06:03 Avoiding the ‘Patient Trap’
  • 11:10 Success Rate: One of the deciding factors in choosing a healthcare professional
  • 13:25 A medical cost doesn’t have a direct relationship with quality
  • 16:24 Introducing a platform that helps patients go for smarter options

Quotes:

05:18 “Biopsies were even put on hold. Colonoscopies were on hold. There were undiagnosed colon tumors that are now emerging. But 2021 and beyond, these surgeries are starting to be scheduled again. There’s an explosion of cases that’s happening in 2021 and it’s gonna continue for the next five years. This is a great time— a great pause if you will— in healthcare and a great time to reset healthcare as we know it today.”

07:04 “Depending on specialty, 15-30% of surgeries that are being performed today are unnecessary, have not been peer-reviewed. Patients are suffering from having unnecessary surgery and suffering from complications of unnecessary surgery. And patients are getting referred to surgeons that don’t necessarily have the best outcomes.”

12:03 “When you’re talking to a surgeon, you need to have their outcomes [data] the past year [the past two years], not their lifetime data.”

13:58 “Price and quality are completely unrelated. You can have a high price with high quality. You can have a high price with low quality. You can have a lower price with low quality and give a low price with high quality. We’re all trying to achieve lower prices with high quality, but the systems have to be mission-central and primarily focused on quality alone initially and truncate with pricing.”

16:13 “It’s all about creating a consumer that’s well-educated, well-informed, making good decisions.”

Resources:

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This week’s episode introduces a self-care tech platform for Diabetics. Integrated with AI and Machine Learning, this new approach to healthcare is believed to enhance consumer experience. Lonny Stormo, CEO of Pops Diabetes Care, describes what these tech advances would offer as we lean toward consumer-driven healthcare.

What You’ll Learn From This Episode:

  • 02:51 The concept and practical sense of “Democratizing Healthcare”
  • 06:16 On-Demand Healthcare: What drives this trend?
  • 09:15 Lonny on reasons why his platform focuses on diabetes
  • 10:30 Remote patient care management vs self-care thru tech platform
  • 13:46 How a Diabetic user experience looks like during an interaction with AI and virtual health assistant
  • 18:50 Ongoing developments and roadmap for AI in the healthcare industry

Quotes:

05:14 “Look back at the beginning of companies like Fitbit and how we all started spending our own hard-earned money on buying simple things like activity trackers and apps that go along with that so that we could all start to kinda be healthier and take more steps; it’s clear that that has started to happen and now we see more and more coming into the consumers’ homes so they can take care of themselves as opposed to going to a doctor.”

11:11 “Self-management through a tech platform— which is where I believe all of healthcare’s gonna end up beyond kinda letting go of remotely managing people or patients— starts with nobody strives to be a patient (…). What we wanna do is give them an experience that they can use and choose to use themselves to take care of themselves.”

11:44 “At Pops when somebody starts using our solution, we don’t call them a participant. We don’t call them a member. We call them an owner because now they’re in a position where they can start to own their own life using our technology. “

20:45 “This is consumer-driven healthcare; consumer demand is going to select which solutions work for them and which ones don’t. And it’s no longer gonna be kind of what is the payor paying for or the provider providing as much as what the consumer wants, and then it’s their choice if they want to take that next step in the circle and engage with the doctor.”

21:29 “There’s a lot of data that’s starting to come out that says when people self care using tech platforms, they overall lower their claims cost. So that’s good for the payor, that’s good for the self-insured employer, and/or whatever patient pay is happening.”

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