1 00:00:00,175 --> 00:00:00,695 - Hello everyone. 2 00:00:00,695 --> 00:00:03,415 This is Jacob Emerson with the Becker's Healthcare Podcast. 3 00:00:03,675 --> 00:00:06,135 Thanks so much for tuning in to us today. 4 00:00:06,555 --> 00:00:08,855 I'm thrilled today to be joined by a very special guest. 5 00:00:08,915 --> 00:00:11,415 Amanda Brewery is the Chief Commercial Officer 6 00:00:11,595 --> 00:00:12,615 at Informatica. 7 00:00:12,715 --> 00:00:13,935 Amanda, welcome and thanks 8 00:00:13,935 --> 00:00:15,175 so much for taking the time to be with us. 9 00:00:15,625 --> 00:00:17,415 - Thank you so much, Jacob, for having me today. 10 00:00:18,155 --> 00:00:20,375 - So Amanda, before we dive into our questions for you, 11 00:00:20,555 --> 00:00:22,655 I'm hoping you can tell us a little bit more about your 12 00:00:22,655 --> 00:00:24,735 background in healthcare and what it is 13 00:00:24,735 --> 00:00:26,415 that you do today at Informatica. 14 00:00:27,155 --> 00:00:30,125 - Yeah, so my background in healthcare has been going on 15 00:00:30,125 --> 00:00:31,805 for about the last 15 plus years. 16 00:00:31,915 --> 00:00:33,845 I've been working with hospitals, health systems, 17 00:00:34,455 --> 00:00:37,285 large payer organizations in the beginning, 18 00:00:37,285 --> 00:00:40,685 really migrating them from offline to online activation 19 00:00:40,685 --> 00:00:41,965 of their members and patients. 20 00:00:42,385 --> 00:00:45,765 And in today's ecosystem, really focusing on engagement 21 00:00:46,185 --> 00:00:48,125 and empowerment of those same patient 22 00:00:48,225 --> 00:00:49,485 and member populations. 23 00:00:50,905 --> 00:00:53,355 - Wonderful. So then it sounds like you know very well 24 00:00:53,355 --> 00:00:57,035 that payers right now are very focused on their strategies 25 00:00:57,055 --> 00:01:00,795 on how to advance value-based care, population health, 26 00:01:00,815 --> 00:01:03,395 and of course overall member satisfaction. 27 00:01:04,075 --> 00:01:05,875 Considering these pretty broad aims, 28 00:01:06,295 --> 00:01:07,915 how does member engagement 29 00:01:08,015 --> 00:01:10,835 and care navigation specifically play a role in those? 30 00:01:11,255 --> 00:01:13,435 And what are you finding are some of the key challenges 31 00:01:13,435 --> 00:01:15,115 that health plans across the country are 32 00:01:15,115 --> 00:01:16,755 facing with these goals? 33 00:01:17,815 --> 00:01:19,705 - Yeah. At, in Informatica, we're one 34 00:01:19,705 --> 00:01:23,185 of the leading AI powered member engagement tool for payers, 35 00:01:23,615 --> 00:01:26,105 providing clinically validated navigation 36 00:01:26,105 --> 00:01:29,385 to help guide those members toward the most appropriate 37 00:01:29,445 --> 00:01:30,545 and cost effective care. 38 00:01:31,085 --> 00:01:32,905 And really what they're looking for today 39 00:01:33,085 --> 00:01:35,065 and how they're looking to engage 40 00:01:35,065 --> 00:01:38,385 and navigate these members is through technologies 41 00:01:38,415 --> 00:01:42,385 that are creating automation, that are creating engagement. 42 00:01:42,845 --> 00:01:45,225 And when we look at some of the key challenges 43 00:01:45,225 --> 00:01:48,625 that they're facing is, number one, how do you identify 44 00:01:48,805 --> 00:01:51,945 and really look towards, um, various tools 45 00:01:51,945 --> 00:01:54,305 and technologies that are gonna help you get there, 46 00:01:54,365 --> 00:01:56,825 but how do you also analyze those, knowing 47 00:01:56,885 --> 00:01:59,065 how your members are going to react? 48 00:01:59,245 --> 00:02:04,145 So we really wanna focus, um, on helping to educate 49 00:02:04,285 --> 00:02:05,665 and empower patients 50 00:02:05,665 --> 00:02:08,345 and members to really make sure that they're, um, 51 00:02:08,645 --> 00:02:10,905 not only engaged in their plan, 52 00:02:11,285 --> 00:02:14,385 but they are also taking steps forward to connect 53 00:02:14,385 --> 00:02:16,705 with the right level of care at the right time. 54 00:02:17,775 --> 00:02:19,525 - Understood. So not just engaged, 55 00:02:19,625 --> 00:02:21,845 but engaged with the right kind of healthcare 56 00:02:21,865 --> 00:02:23,125 and the right kinds of services. 57 00:02:23,635 --> 00:02:26,605 Obviously implementing these new technologies like ai, 58 00:02:26,605 --> 00:02:29,845 it's been a ubiquitous goal across the health plan industry. 59 00:02:30,425 --> 00:02:32,245 Are, are you finding that there's opportunities 60 00:02:32,435 --> 00:02:34,885 that you're seeing in terms of adopting these new tools 61 00:02:35,065 --> 00:02:37,805 to drive better member engagement and, 62 00:02:37,805 --> 00:02:40,045 and the care navigation tools that we just discussed? 63 00:02:40,465 --> 00:02:42,165 And, and can you share a few examples of that 64 00:02:42,225 --> 00:02:44,765 and how Informatica specifically is approaching this? 65 00:02:45,805 --> 00:02:47,935 - Yeah, so I think people get really nervous. 66 00:02:48,185 --> 00:02:49,975 We've just come off the course of a couple 67 00:02:50,115 --> 00:02:51,895 of the first conferences of the season, 68 00:02:51,995 --> 00:02:54,415 and AI has obviously been a topic and theme, 69 00:02:54,435 --> 00:02:57,575 and I'm sure it will continue throughout the rest of the, 70 00:02:57,635 --> 00:02:58,735 uh, conference season. 71 00:02:59,545 --> 00:03:01,245 And what people are really looking at 72 00:03:01,385 --> 00:03:04,445 and what the payers specifically that we work with and, 73 00:03:04,465 --> 00:03:08,485 and we talk to are looking at is how do I take pieces of AI 74 00:03:08,945 --> 00:03:12,685 and implement it into areas that are going to not only help 75 00:03:12,685 --> 00:03:14,285 with operational efficiencies, 76 00:03:14,745 --> 00:03:16,805 but also provide clinical guidance. 77 00:03:17,025 --> 00:03:18,805 So at Informatica, 78 00:03:18,895 --> 00:03:22,005 we're really focusing on this virtual care navigation 79 00:03:22,005 --> 00:03:23,165 or virtual triage, 80 00:03:23,455 --> 00:03:26,645 which takes members from the time they are feeling sick. 81 00:03:26,785 --> 00:03:29,365 So think about it, Jacob, you have an ear infection, 82 00:03:29,435 --> 00:03:32,045 it's 11 o'clock at night, you don't wanna leave the house. 83 00:03:32,795 --> 00:03:36,365 What can you do? Well, you can use tools that are powered 84 00:03:36,385 --> 00:03:40,245 by AI in the comfort of your living room to take you 85 00:03:40,245 --> 00:03:42,925 through a symptom assessment, asking you questions and, 86 00:03:43,145 --> 00:03:46,685 and personalizing it to your specific ailments. 87 00:03:46,745 --> 00:03:49,365 So your right ear hurts, you know, um, 88 00:03:49,365 --> 00:03:51,325 you've had a fever the last couple of days. 89 00:03:51,945 --> 00:03:55,165 And then through that question and answer, the tools 90 00:03:55,185 --> 00:03:57,445 and technologies are gonna then help guide you 91 00:03:57,625 --> 00:04:00,325 to the appropriate level, uh, care endpoint. 92 00:04:00,865 --> 00:04:03,045 Now we're taking, um, out of the equation, 93 00:04:03,845 --> 00:04:05,165 somebody leaving their house in the middle 94 00:04:05,165 --> 00:04:06,885 of the night going to the ED, 95 00:04:07,355 --> 00:04:10,125 when in reality they can do a lot of this from their, 96 00:04:10,295 --> 00:04:11,965 their device or their computer 97 00:04:12,665 --> 00:04:14,405 and be connected with the right care, 98 00:04:14,425 --> 00:04:16,125 and maybe they can go see their doctor tomorrow 99 00:04:16,225 --> 00:04:17,925 or schedule a telemedicine appointment. 100 00:04:18,265 --> 00:04:22,245 So leveraging tools like ai, um, in this specific setting 101 00:04:22,865 --> 00:04:25,725 are ways in which not only we can create member engagement, 102 00:04:26,105 --> 00:04:28,405 but also appropriate care navigation so 103 00:04:28,405 --> 00:04:31,245 that those members stay in network and are 104 00:04:31,485 --> 00:04:33,605 provided the most optimal experience based on 105 00:04:33,605 --> 00:04:34,645 their plan benefits. 106 00:04:35,715 --> 00:04:38,485 - Okay. So let me get to the key question here then. Amanda. 107 00:04:39,115 --> 00:04:41,245 What is the ROI here for payers? 108 00:04:41,245 --> 00:04:44,525 What kind of outcomes can organizations expect when they 109 00:04:44,805 --> 00:04:47,205 leverage this technology in the way that you're describing? 110 00:04:47,905 --> 00:04:50,805 Any, any outcomes, case studies, success stories 111 00:04:50,805 --> 00:04:52,845 that really, uh, are sticking in your mind? 112 00:04:53,875 --> 00:04:55,285 - Yeah, and I think case studies 113 00:04:55,385 --> 00:04:58,325 and this idea of how do we learn from each other in ai, 114 00:04:58,925 --> 00:05:00,245 I think a lot of what we have 115 00:05:00,245 --> 00:05:02,365 to take into account is we have to be patient 116 00:05:02,545 --> 00:05:03,925 and learn from each other and, 117 00:05:04,105 --> 00:05:05,805 and really absorb what's happening. 118 00:05:06,305 --> 00:05:10,765 And so knowing that 57% of patients, Jacob usually, um, 119 00:05:11,275 --> 00:05:13,605 what we're hearing go to the doctor's appointment only 120 00:05:13,605 --> 00:05:15,845 to discover it's not the right one for their condition. 121 00:05:16,105 --> 00:05:18,125 And on the flip side, the providers are saying, 122 00:05:18,415 --> 00:05:21,325 we're seeing patients that don't fit our, our scope 123 00:05:21,325 --> 00:05:23,005 of work 24% of the time. 124 00:05:23,545 --> 00:05:25,405 So we actually have a case study, um, 125 00:05:25,555 --> 00:05:29,245 with the Reliant group, uh, an East coast base, uh, 126 00:05:29,245 --> 00:05:32,765 medical group where when they had about 10,000 members 127 00:05:32,835 --> 00:05:34,765 that we did this case study on, 128 00:05:35,145 --> 00:05:38,205 we saw a couple really interesting pieces to this. 129 00:05:38,705 --> 00:05:41,725 Number one, they wanted to increase appropriate use 130 00:05:41,725 --> 00:05:45,045 of virtual care for their members via e-visit 131 00:05:45,045 --> 00:05:46,245 or telephone calls. 132 00:05:47,145 --> 00:05:48,885 By starting this process 133 00:05:49,185 --> 00:05:52,805 inside their Epic MyChart application, what we were able 134 00:05:52,825 --> 00:05:55,445 to do is through the series of questions, based on 135 00:05:55,445 --> 00:05:57,085 how they were feeling, we were able 136 00:05:57,245 --> 00:06:01,525 to increase telemedicine a appointments through this, uh, 137 00:06:01,765 --> 00:06:04,725 a benefit for their members by 111%. 138 00:06:05,385 --> 00:06:07,845 Not only did this provide the convenience to the members, 139 00:06:08,265 --> 00:06:10,485 but it also alleviate a lot of the burden 140 00:06:10,585 --> 00:06:14,205 of the in-office doctors, um, during the day, um, 141 00:06:14,225 --> 00:06:16,845 for appointments that could have been handled much easier 142 00:06:17,265 --> 00:06:20,485 via teleco, uh, telecommunication or telephone call. 143 00:06:21,625 --> 00:06:24,485 The other part that I really liked was this idea that 144 00:06:24,785 --> 00:06:28,125 during this study we knew that about 67% 145 00:06:28,145 --> 00:06:29,965 of the members didn't know the appropriate 146 00:06:30,115 --> 00:06:31,285 care for their needs. 147 00:06:32,225 --> 00:06:36,005 And what we were able to do was we were able to not only 148 00:06:36,705 --> 00:06:38,005 change the behavior 149 00:06:38,185 --> 00:06:41,485 and care seeking behavior by those members, about 35% 150 00:06:41,485 --> 00:06:43,885 of the time, they actually switched their recommendation. 151 00:06:43,885 --> 00:06:47,085 So Jacob, think about it, you go through this, um, uh, uh, 152 00:06:47,145 --> 00:06:49,205 triage, you're talking about your ear infection, 153 00:06:49,865 --> 00:06:51,645 and you don't know really what you're gonna do. 154 00:06:51,665 --> 00:06:53,165 You think you're gonna go to the ED 155 00:06:53,185 --> 00:06:55,685 or you're gonna schedule an appointment 35% of the time. 156 00:06:56,105 --> 00:06:58,245 We were able to divert, um, those members 157 00:06:58,345 --> 00:07:00,685 to lower care care acuity acuities 158 00:07:01,145 --> 00:07:05,005 and also leading to 26% fewer in-person visits. 159 00:07:05,875 --> 00:07:09,245 Huge numbers, being able to take almost 30% 160 00:07:09,385 --> 00:07:10,885 of your patient population 161 00:07:11,685 --> 00:07:13,205 and in lower acuity settings, 162 00:07:13,275 --> 00:07:15,005 have them either self-care at home 163 00:07:15,305 --> 00:07:18,165 or treat in a couple days opening up those slots 164 00:07:18,505 --> 00:07:22,525 for more important or potentially more urgent, uh, members 165 00:07:22,595 --> 00:07:24,205 that need care at that time. 166 00:07:25,665 --> 00:07:27,325 - Wow. Yeah, those are some incredible numbers. 167 00:07:27,345 --> 00:07:28,725 Really appreciate you sharing that. 168 00:07:28,985 --> 00:07:31,125 And I, I love that little anecdote about the epic 169 00:07:31,125 --> 00:07:32,365 integration and the outcomes 170 00:07:32,385 --> 00:07:33,765 you're, you're seeing there as well. 171 00:07:34,105 --> 00:07:36,405 Before we go though, Amanda, anything else I'm missing? 172 00:07:36,745 --> 00:07:37,765 Any final thoughts 173 00:07:37,945 --> 00:07:39,805 or anything else our listeners should know? 174 00:07:41,265 --> 00:07:43,445 - No. At Informatica, we're really excited 175 00:07:43,505 --> 00:07:45,405 to attend our first Becker's round 176 00:07:45,405 --> 00:07:46,605 table in a couple of weeks. 177 00:07:46,625 --> 00:07:49,685 You can stop by Booth one 18 C, uh, 178 00:07:49,785 --> 00:07:53,205 to learn more about our AI powered market leading 179 00:07:53,205 --> 00:07:54,765 engagement tool for payers. 180 00:07:55,225 --> 00:07:58,205 Um, I would also mention that in a lot of the work 181 00:07:58,205 --> 00:08:00,245 that we're doing, we're also looking at a lot 182 00:08:00,245 --> 00:08:01,485 of early detection work. 183 00:08:01,585 --> 00:08:04,645 And so I think it's important as well for payers to identify 184 00:08:04,645 --> 00:08:09,045 that triaging their members earlier on in their care cycle 185 00:08:09,375 --> 00:08:12,765 could also help reduce, um, some of the, you know, 186 00:08:12,795 --> 00:08:15,165 five most leading causes of death that we see, 187 00:08:15,165 --> 00:08:17,845 which are heart attack, stroke, asthma, pneumonia, 188 00:08:18,315 --> 00:08:19,565 pulmonary embolism. 189 00:08:19,945 --> 00:08:22,205 So it's not just about treating people when 190 00:08:22,205 --> 00:08:24,805 and where they need care, but also looking, um, 191 00:08:24,825 --> 00:08:27,405 at some early detection work to make sure that 192 00:08:27,465 --> 00:08:30,445 as their member populations are either aging 193 00:08:30,545 --> 00:08:33,005 or their health might be deteriorating, they're able 194 00:08:33,025 --> 00:08:35,485 to identify those issues earlier on, 195 00:08:35,675 --> 00:08:37,165 getting them the care they need 196 00:08:37,165 --> 00:08:38,805 to help not only reduce cost, 197 00:08:38,985 --> 00:08:40,605 but also improve clinical outcomes. 198 00:08:42,305 --> 00:08:44,115 - Well, I know I speak for all of us here at Becker's. 199 00:08:44,205 --> 00:08:46,155 We're so excited to have Informatica 200 00:08:46,155 --> 00:08:48,635 with us at the Becker's payer event here in Chicago. 201 00:08:48,815 --> 00:08:50,875 But until then, Amanda, I just want to thank you 202 00:08:51,055 --> 00:08:52,755 for taking the time to be with us 203 00:08:53,135 --> 00:08:54,995 and for sharing your insights with our audience. 204 00:08:55,225 --> 00:08:56,285 We truly appreciate it. 205 00:08:57,335 --> 00:08:59,725 - Thank you so much. - We'd also like 206 00:08:59,725 --> 00:09:03,045 to thank our podcast sponsor for this episode, Informatica. 207 00:09:03,345 --> 00:09:05,485 You can tune into more podcasts from Becker's Healthcare 208 00:09:05,665 --> 00:09:09,405 by visiting our podcastPage@beckerhospitalreview.com. 209 00:09:09,885 --> 00:09:10,005 I.