1 00:00:00,240 --> 00:00:02,580 Imagine this. You're in the heart of Chicago 2 00:00:02,639 --> 00:00:05,059 mingling with the brightest minds in health IT. 3 00:00:05,279 --> 00:00:07,839 You've arrived at the 9th annual Health IT 4 00:00:07,839 --> 00:00:11,439 plus Digital Health Plus RCM conference taking place 5 00:00:11,439 --> 00:00:14,424 October 1st through 4th at the luxurious Hyatt 6 00:00:14,424 --> 00:00:15,484 Regency Chicago. 7 00:00:15,945 --> 00:00:18,664 Picture the excitement as you collect countless business 8 00:00:18,664 --> 00:00:22,425 cards, forging invaluable connections with over 25 100 9 00:00:22,425 --> 00:00:23,884 executive level attendees. 10 00:00:24,425 --> 00:00:26,585 Feel the buzz of ideas flowing as you 11 00:00:26,585 --> 00:00:29,460 engage in meaningful conversations about the future of 12 00:00:29,460 --> 00:00:30,440 healthcare technology. 13 00:00:30,980 --> 00:00:34,200 Envision yourself attending sessions led by over 415 14 00:00:35,140 --> 00:00:36,039 elite speakers, 15 00:00:36,420 --> 00:00:39,000 gaining insights that could transform your organization. 16 00:00:39,539 --> 00:00:43,015 From digital transformation and telehealth to clinician burnout 17 00:00:43,015 --> 00:00:43,755 and cybersecurity, 18 00:00:44,615 --> 00:00:47,174 each topic is designed to spark new ideas 19 00:00:47,174 --> 00:00:49,895 and provide actionable takeaways, but it doesn't stop 20 00:00:49,895 --> 00:00:53,015 there. Imagine sitting in a packed auditorium listening 21 00:00:53,015 --> 00:00:55,210 to motivating keynotes from some of the biggest 22 00:00:55,210 --> 00:00:58,189 names in sports. Four time Super Bowl champion, 23 00:00:58,250 --> 00:00:58,990 Rob Gronkowski, 24 00:00:59,689 --> 00:01:00,189 WNBA 25 00:01:00,570 --> 00:01:02,509 champion, and author, Lisa Leslie, 26 00:01:02,890 --> 00:01:04,829 and NFL legend and ESPN 27 00:01:05,209 --> 00:01:05,709 analyst, 28 00:01:06,010 --> 00:01:08,564 Eli Manning, will be there sharing their stories 29 00:01:08,564 --> 00:01:11,525 and inspiring you to reach new heights. All 30 00:01:11,525 --> 00:01:14,244 around you, the future of health IT unfolds, 31 00:01:14,244 --> 00:01:15,784 and you're not just a spectator. 32 00:01:16,165 --> 00:01:17,784 You're an active participant. 33 00:01:18,244 --> 00:01:20,484 Don't wait. You can find the event website 34 00:01:20,484 --> 00:01:22,905 and get registered by visiting peckershospital 35 00:01:33,979 --> 00:01:34,879 healthcare podcast. 36 00:01:35,259 --> 00:01:37,055 I'm thrilled today to be joined by Casey 37 00:01:37,055 --> 00:01:39,694 Hossa, chief information officer and security officer at 38 00:01:39,694 --> 00:01:41,614 Health New England. Casey, it's a pleasure to 39 00:01:41,614 --> 00:01:42,995 have you on the podcast today. 40 00:01:43,375 --> 00:01:45,295 Laura, it's a pleasure to be here. Thanks 41 00:01:45,295 --> 00:01:46,194 for the opportunity. 42 00:01:46,895 --> 00:01:48,950 Well, absolutely. And I'm excited to have you 43 00:01:48,950 --> 00:01:50,630 on the line today because I know there's 44 00:01:50,630 --> 00:01:52,870 so much happening in changing in the digital 45 00:01:52,870 --> 00:01:53,370 transformation 46 00:01:54,150 --> 00:01:56,010 in the health care space and particularly 47 00:01:56,390 --> 00:01:58,790 around security as well. Just being a big 48 00:01:58,790 --> 00:02:00,795 focus this year, we've seen some really big, 49 00:02:01,435 --> 00:02:04,394 breaches and challenges in the cybersecurity space. And 50 00:02:04,394 --> 00:02:06,634 so I'm looking forward to learning a little 51 00:02:06,634 --> 00:02:08,555 bit more about your perspective on how you're 52 00:02:08,555 --> 00:02:09,375 thinking about, 53 00:02:10,155 --> 00:02:11,914 you know, what you're doing today and and 54 00:02:11,914 --> 00:02:13,514 growing in the future. But before we dive 55 00:02:13,514 --> 00:02:15,034 into my discussion, can you tell me a 56 00:02:15,034 --> 00:02:17,479 little bit more about yourself and, your background? 57 00:02:18,740 --> 00:02:19,939 No. I'm happy to. 58 00:02:20,580 --> 00:02:21,539 You know, I I, 59 00:02:22,099 --> 00:02:23,939 I spent the last couple of decades in 60 00:02:23,939 --> 00:02:26,340 health care, but, probably early in my health 61 00:02:26,500 --> 00:02:27,479 in my career, 62 00:02:28,180 --> 00:02:30,284 I spent a lot of time in almost 63 00:02:30,284 --> 00:02:32,305 every industry outside of health care. 64 00:02:32,844 --> 00:02:34,604 Right? And so a lot of it's been 65 00:02:34,604 --> 00:02:37,084 focused on, you know, organizations like Deloitte and 66 00:02:37,084 --> 00:02:39,584 Ernst, where we brought innovative solutions forward. 67 00:02:39,965 --> 00:02:41,965 And so the past couple of decades, I've 68 00:02:41,965 --> 00:02:44,139 really spent quite a bit of time across 69 00:02:44,139 --> 00:02:46,639 a couple of different organizations in the healthcare 70 00:02:46,699 --> 00:02:47,199 vertical. 71 00:02:47,900 --> 00:02:50,460 I spent some time at, actually, here in 72 00:02:50,460 --> 00:02:52,539 Chicago, one of the largest privately held loose 73 00:02:52,539 --> 00:02:53,520 plans, HCSC. 74 00:02:54,620 --> 00:02:56,219 And then I had the opportunity to be 75 00:02:56,219 --> 00:02:56,879 a CIO, 76 00:02:57,314 --> 00:03:00,034 for a provider system, a 9 hospital provider 77 00:03:00,034 --> 00:03:01,574 system in Washington State, 78 00:03:02,675 --> 00:03:05,074 then pivoted and took an opportunity to really 79 00:03:05,074 --> 00:03:07,495 drive something different in the world of Medicaid, 80 00:03:07,875 --> 00:03:09,814 specifically with duals and 81 00:03:10,439 --> 00:03:12,439 behavioral health. And I was the CIO in 82 00:03:12,439 --> 00:03:13,180 that space. 83 00:03:13,560 --> 00:03:14,459 And I joined, 84 00:03:15,080 --> 00:03:15,979 Health New England 85 00:03:16,599 --> 00:03:18,219 just about 3 years ago. 86 00:03:18,599 --> 00:03:20,840 And what's interesting with Health New England is 87 00:03:20,840 --> 00:03:22,699 we're a provider owned payer 88 00:03:23,254 --> 00:03:25,754 in Western Massachusetts. So it's a great opportunity 89 00:03:25,814 --> 00:03:27,514 to think about how do you bring together 90 00:03:27,974 --> 00:03:28,555 sort of 91 00:03:29,014 --> 00:03:29,675 the relationship, 92 00:03:30,455 --> 00:03:33,574 being a provider owned organization and and get 93 00:03:33,655 --> 00:03:35,835 address some of the friction points and opportunities 94 00:03:35,895 --> 00:03:38,235 to to really have a strong relationship with 95 00:03:39,550 --> 00:03:42,590 the providers in this space, and specifically our, 96 00:03:42,590 --> 00:03:44,209 you know, our parent company, 97 00:03:44,669 --> 00:03:46,930 and have an impact for our members. 98 00:03:47,229 --> 00:03:49,090 And so quite a bit of work across 99 00:03:49,150 --> 00:03:51,009 a number of dimensions in this space. 100 00:03:52,134 --> 00:03:53,495 Well, it's great to hear. You know? And, 101 00:03:53,495 --> 00:03:56,395 certainly, I can imagine each different experience has 102 00:03:56,455 --> 00:03:59,034 given you different tools and, 103 00:03:59,735 --> 00:04:01,655 abilities to, you know, jump in and, as 104 00:04:01,655 --> 00:04:03,814 you said, be primed for some of the 105 00:04:03,814 --> 00:04:05,814 challenges and opportunities in the health care space 106 00:04:05,814 --> 00:04:08,000 today. And I know, like you were mentioning, 107 00:04:08,300 --> 00:04:11,819 that relationship between the providers and the, health 108 00:04:11,819 --> 00:04:13,819 care organizations as well as the payers, it 109 00:04:13,819 --> 00:04:15,740 seems like across the board is becoming more 110 00:04:15,740 --> 00:04:17,360 and more essential to have that, 111 00:04:17,740 --> 00:04:19,839 you know, kind of strong relationship 112 00:04:20,220 --> 00:04:22,725 between them as health care continues to evolve. 113 00:04:22,725 --> 00:04:24,985 So that's really fascinating to see. 114 00:04:25,524 --> 00:04:27,205 From your vantage point, what are some of 115 00:04:27,205 --> 00:04:29,205 the opportunities and headwinds that you have your 116 00:04:29,205 --> 00:04:30,185 eye on right now? 117 00:04:30,964 --> 00:04:33,125 You know, I I think all of us 118 00:04:33,125 --> 00:04:35,225 are looking at some of the same areas, 119 00:04:35,285 --> 00:04:35,579 but 120 00:04:36,139 --> 00:04:37,839 specifically in our region, 121 00:04:38,379 --> 00:04:41,199 right, we've got some unique opportunities and challenges. 122 00:04:41,899 --> 00:04:43,360 And so I think Massachusetts 123 00:04:43,819 --> 00:04:45,919 in particular really is a microcosm 124 00:04:46,300 --> 00:04:47,839 of national trends, 125 00:04:48,300 --> 00:04:50,685 because we're often very progressive in terms of 126 00:04:50,764 --> 00:04:51,425 our policies, 127 00:04:52,044 --> 00:04:54,625 and just early adoption of healthcare innovations. 128 00:04:55,485 --> 00:04:57,884 And, I think the areas that we're focused 129 00:04:57,884 --> 00:05:01,185 on in terms of potential opportunities are similar 130 00:05:01,485 --> 00:05:03,660 to many of the other payers, I would 131 00:05:03,660 --> 00:05:04,160 assume. 132 00:05:04,540 --> 00:05:05,740 And a lot of this has been sort 133 00:05:05,740 --> 00:05:08,639 of the onset recently of AI, right? And 134 00:05:09,100 --> 00:05:11,020 I think there are some publications out there 135 00:05:11,020 --> 00:05:14,139 that begin to talk about what AI can 136 00:05:14,139 --> 00:05:16,964 potentially do in the payer space with some 137 00:05:17,125 --> 00:05:19,625 significant savings on the administrative cost side, 138 00:05:20,004 --> 00:05:21,865 savings on the medical cost side, 139 00:05:22,404 --> 00:05:25,285 as well as improvement in revenue. And so 140 00:05:25,285 --> 00:05:28,084 we're certainly like many other organizations thinking about 141 00:05:28,084 --> 00:05:29,764 how do we get that established, what are 142 00:05:29,764 --> 00:05:32,279 the opportunities and how do we begin to 143 00:05:32,600 --> 00:05:35,079 understand how to apply those technologies to really 144 00:05:35,079 --> 00:05:37,019 those broader problems that are out there? 145 00:05:37,800 --> 00:05:39,819 You mentioned it, digital transformation, 146 00:05:40,279 --> 00:05:40,779 right? 147 00:05:41,160 --> 00:05:42,839 And I think for us, we live in 148 00:05:42,839 --> 00:05:45,785 a region that's pretty tech savvy, and oftentimes 149 00:05:46,004 --> 00:05:47,225 are early adopters. 150 00:05:47,685 --> 00:05:49,845 They were early adopters of EHRs. So it 151 00:05:49,845 --> 00:05:52,425 really provides a nice fertile ground for us 152 00:05:52,645 --> 00:05:53,785 for additional innovation. 153 00:05:54,485 --> 00:05:56,165 And so how do we we're looking at 154 00:05:56,165 --> 00:05:58,740 how we continue to enhance customer experiences 155 00:05:59,919 --> 00:06:02,479 and drive things that are focused on data 156 00:06:02,479 --> 00:06:04,399 integration, so that we can take advantage of 157 00:06:04,399 --> 00:06:05,939 the broader healthcare ecosystem 158 00:06:06,639 --> 00:06:08,979 and provide a much more personalized experience. 159 00:06:10,719 --> 00:06:12,560 The other areas that we're focused on are 160 00:06:12,560 --> 00:06:13,699 things that are 161 00:06:14,035 --> 00:06:15,875 you know, again, I had been out in 162 00:06:15,875 --> 00:06:17,314 the market for a while, but I think 163 00:06:17,314 --> 00:06:19,074 we're getting to a place where the maturity 164 00:06:19,074 --> 00:06:20,754 and the tools have really helped us begin 165 00:06:20,754 --> 00:06:21,495 to emphasize 166 00:06:22,115 --> 00:06:24,274 things like, you know, value based care with 167 00:06:24,274 --> 00:06:26,454 quality and cost effectiveness, right? 168 00:06:27,810 --> 00:06:29,830 And, you know, developing much more, 169 00:06:30,770 --> 00:06:33,589 I'll call it, robust risk adjustment models, 170 00:06:33,970 --> 00:06:35,270 care management programs. 171 00:06:36,050 --> 00:06:39,009 Again, looking at the region, you know, we've 172 00:06:39,009 --> 00:06:41,665 got aging population, right? And so it creates 173 00:06:41,665 --> 00:06:45,024 significant opportunities for Medicare Advantage Plans. And so 174 00:06:45,024 --> 00:06:46,545 we're looking at how do we begin to 175 00:06:46,545 --> 00:06:48,245 differentiate ourselves like others, 176 00:06:48,704 --> 00:06:51,845 better understanding our members, offering up tailored products, 177 00:06:52,064 --> 00:06:53,045 tailored benefits. 178 00:06:53,819 --> 00:06:56,379 I think the other areas that are, again, 179 00:06:56,379 --> 00:06:56,879 focused 180 00:06:57,259 --> 00:07:01,100 on opportunities are telehealth and telemedicine. And I 181 00:07:01,100 --> 00:07:03,100 think everybody is looking at and we are 182 00:07:03,100 --> 00:07:04,620 as well at how can we kind of 183 00:07:04,620 --> 00:07:06,540 expand on the promises that have been out 184 00:07:06,540 --> 00:07:08,960 there, especially for rural areas, 185 00:07:09,955 --> 00:07:11,975 things like clinically integrated 186 00:07:12,514 --> 00:07:14,535 information exchanges, right? Again, 187 00:07:15,235 --> 00:07:16,675 how do we take advantage of that and 188 00:07:16,675 --> 00:07:17,735 bring that forward? 189 00:07:18,115 --> 00:07:19,154 And then I would say, 190 00:07:20,355 --> 00:07:22,935 like everyone, we're always exploring risk bearing arrangements, 191 00:07:23,235 --> 00:07:24,455 right? Care coordination, 192 00:07:25,389 --> 00:07:27,250 enhanced population health outcomes, 193 00:07:27,790 --> 00:07:29,490 and all those, I think, really are just 194 00:07:29,870 --> 00:07:30,529 good opportunities. 195 00:07:31,550 --> 00:07:33,949 I think in the conversation, you talked a 196 00:07:33,949 --> 00:07:35,089 little bit about headwinds, 197 00:07:36,270 --> 00:07:37,730 right, as part of the question. 198 00:07:38,345 --> 00:07:39,245 I would say, 199 00:07:40,025 --> 00:07:41,625 you know, the health care industry is just 200 00:07:41,625 --> 00:07:42,764 heavily regulated. 201 00:07:43,145 --> 00:07:44,125 Right? And so 202 00:07:44,504 --> 00:07:45,004 Massachusetts 203 00:07:45,305 --> 00:07:47,245 often leads the way in terms of implementing 204 00:07:47,305 --> 00:07:48,045 new policies. 205 00:07:48,905 --> 00:07:51,600 And so, you know, like all organizations, we're 206 00:07:51,600 --> 00:07:54,160 very much focused on compliance and regulatory, how 207 00:07:54,160 --> 00:07:56,800 do we develop the expertise to navigate the 208 00:07:56,800 --> 00:07:57,779 complex environments. 209 00:07:58,240 --> 00:07:59,919 And I think as a CIO, what that 210 00:07:59,919 --> 00:08:02,240 means is oftentimes we've got to be pretty 211 00:08:02,240 --> 00:08:05,379 agile in responding to updates to IT systems. 212 00:08:06,014 --> 00:08:07,475 You know, talent and retention 213 00:08:07,855 --> 00:08:10,014 is a big part of what we were 214 00:08:10,014 --> 00:08:13,155 focused on. There's always, you know, an opportunity 215 00:08:13,215 --> 00:08:13,955 to take advantage 216 00:08:14,655 --> 00:08:16,194 of talents and data analytics, 217 00:08:16,495 --> 00:08:16,995 cybersecurity, 218 00:08:17,694 --> 00:08:18,675 digital health. 219 00:08:19,259 --> 00:08:21,520 You know, there's we I mentioned digital 220 00:08:22,220 --> 00:08:24,800 transformation, but consumer expectations are 221 00:08:25,259 --> 00:08:27,900 there's an easy button out there. Right? There's 222 00:08:27,900 --> 00:08:29,839 a there's a rise in health care, 223 00:08:30,779 --> 00:08:32,399 and health consumer expectations 224 00:08:33,259 --> 00:08:36,434 around personal access, right, transparent services, 225 00:08:37,375 --> 00:08:40,095 making sure that everything's offered in advance, right, 226 00:08:40,335 --> 00:08:42,754 being insight, identifying the next steps, 227 00:08:43,214 --> 00:08:45,634 you know, and the associated digital platforms 228 00:08:46,014 --> 00:08:48,195 and messaging that comes along with that. 229 00:08:48,610 --> 00:08:50,290 Because I think all of us, you know, 230 00:08:50,290 --> 00:08:52,210 and I think retail has been ahead of 231 00:08:52,210 --> 00:08:53,750 the game in a lot of ways, 232 00:08:54,290 --> 00:08:58,049 just reset the customers and consumer expectations for 233 00:08:58,049 --> 00:08:59,990 personalized care, convenient access, 234 00:09:00,690 --> 00:09:01,509 right, transparency 235 00:09:01,889 --> 00:09:02,629 and cost, 236 00:09:03,095 --> 00:09:04,934 and making sure that and you've you mentioned 237 00:09:04,934 --> 00:09:06,455 it at the start of this. Right? How 238 00:09:06,455 --> 00:09:08,455 does all this maintain how do we maintain 239 00:09:08,455 --> 00:09:09,355 sort of a security 240 00:09:10,134 --> 00:09:12,795 and compliance associated with this critical space? 241 00:09:13,254 --> 00:09:14,315 And and I think 242 00:09:15,110 --> 00:09:17,529 there's a number of dimensions associated with that. 243 00:09:18,230 --> 00:09:19,910 One of them actually is in the world 244 00:09:19,910 --> 00:09:22,310 of AI, there's a lot more automation across 245 00:09:22,310 --> 00:09:24,710 the tool sets in the security space that 246 00:09:24,710 --> 00:09:25,690 allow us to 247 00:09:25,990 --> 00:09:28,490 put more quickly understand patterns and 248 00:09:29,264 --> 00:09:29,764 opportunities 249 00:09:30,544 --> 00:09:31,605 to almost automatically 250 00:09:32,464 --> 00:09:34,944 turn things off and turn off risk areas 251 00:09:34,944 --> 00:09:38,004 and isolate, challenge areas where you might have 252 00:09:38,865 --> 00:09:40,804 some unusual patterns that occur. 253 00:09:41,424 --> 00:09:43,125 And so I think all of these really 254 00:09:43,449 --> 00:09:46,750 provide a set of headwinds and opportunities, right, 255 00:09:47,289 --> 00:09:48,269 hand in hand. 256 00:09:48,649 --> 00:09:51,929 And so ourselves along with others are continuing 257 00:09:51,929 --> 00:09:53,549 to look at and invest appropriately 258 00:09:54,570 --> 00:09:56,495 to help us you know, in terms of 259 00:09:56,495 --> 00:09:59,054 long term success and and, again, delivering value 260 00:09:59,054 --> 00:10:00,335 to our members and and, 261 00:10:01,215 --> 00:10:01,875 the community. 262 00:10:03,295 --> 00:10:05,455 That's fascinating to hear, you know, and really 263 00:10:05,455 --> 00:10:07,295 a lot of the things you mentioned, all 264 00:10:07,295 --> 00:10:09,509 coming together, whether it's looking at some of 265 00:10:09,509 --> 00:10:11,509 the areas where, you know, you can, 266 00:10:12,230 --> 00:10:14,710 optimize the value based care, the quality, the 267 00:10:14,710 --> 00:10:15,529 cost effectiveness, 268 00:10:16,149 --> 00:10:17,129 and then integrating 269 00:10:17,430 --> 00:10:19,910 systems, the digital transformation to be able to 270 00:10:19,910 --> 00:10:21,894 better coordinate care and, 271 00:10:22,534 --> 00:10:24,075 facilitate the flow of information. 272 00:10:24,455 --> 00:10:27,575 And then to thinking about that consumerism aspect 273 00:10:27,575 --> 00:10:29,835 and how patients and their, 274 00:10:30,774 --> 00:10:32,934 you know, demand for care and the experience 275 00:10:32,934 --> 00:10:34,649 that they want from their health care journey. 276 00:10:34,649 --> 00:10:36,570 It's just it's been really fascinating to see 277 00:10:36,570 --> 00:10:37,789 how all of those things, 278 00:10:38,490 --> 00:10:40,809 are changing the way health plans and health 279 00:10:40,809 --> 00:10:43,850 systems are operating and and, you know, thinking 280 00:10:43,850 --> 00:10:45,450 about what they need in order to be 281 00:10:45,450 --> 00:10:46,750 successful in the future. 282 00:10:47,825 --> 00:10:49,285 You hit all the right buttons. 283 00:10:49,985 --> 00:10:51,985 No question about it. And it's not not 284 00:10:51,985 --> 00:10:53,985 an easy task to pursue. Right? There's a 285 00:10:53,985 --> 00:10:55,985 lot of coordination, a lot of complexity to 286 00:10:55,985 --> 00:10:56,725 all of it. 287 00:10:57,425 --> 00:10:58,325 And, you know, 288 00:10:58,705 --> 00:11:01,205 there's a there's a element of this associated 289 00:11:01,345 --> 00:11:02,959 with personal privacy. 290 00:11:03,500 --> 00:11:05,899 We're talking about we're not talking about, hey, 291 00:11:05,899 --> 00:11:07,740 Casey is getting this pair of shoes on 292 00:11:07,740 --> 00:11:09,120 Saturday that he ordered 293 00:11:09,740 --> 00:11:12,959 on Amazon. We're talking about individual health care 294 00:11:13,579 --> 00:11:16,079 and things that are very personal. And sometimes 295 00:11:16,220 --> 00:11:17,839 disease management and chronic 296 00:11:18,184 --> 00:11:19,725 disease management that gets 297 00:11:20,264 --> 00:11:21,084 pretty complex. 298 00:11:21,544 --> 00:11:24,044 And there's a lot of interactions across 299 00:11:24,664 --> 00:11:25,884 caretakers and 300 00:11:26,264 --> 00:11:28,524 the health payer, etcetera. So 301 00:11:28,985 --> 00:11:30,745 a lot of complexities. If it was easy, 302 00:11:30,745 --> 00:11:32,445 I think it would have been done already, 303 00:11:32,504 --> 00:11:34,329 right. People would have figured it out and 304 00:11:34,329 --> 00:11:35,709 there'd been an easy button. 305 00:11:37,370 --> 00:11:38,029 Yeah. Absolutely. 306 00:11:38,809 --> 00:11:40,490 You know, I I think a lot of 307 00:11:40,490 --> 00:11:42,409 executives and leaders in the health care space 308 00:11:42,409 --> 00:11:43,629 wish that easy button, 309 00:11:44,889 --> 00:11:47,375 existed in front of them. But, you know, 310 00:11:47,375 --> 00:11:48,995 I I know it's a lot more complicated 311 00:11:49,134 --> 00:11:50,815 than that as you mentioned. Otherwise, you know, 312 00:11:50,815 --> 00:11:52,975 we would be in a different place, today. 313 00:11:52,975 --> 00:11:55,535 But how are you thinking about growth and 314 00:11:55,535 --> 00:11:57,934 adding value overall in the future? What does 315 00:11:57,934 --> 00:11:59,774 that look like for you, especially on the 316 00:11:59,774 --> 00:12:01,475 technology and security side? 317 00:12:02,559 --> 00:12:05,299 Yeah. For us, it's a continued focus on, 318 00:12:05,919 --> 00:12:06,899 digital transformation 319 00:12:07,200 --> 00:12:07,700 innovation. 320 00:12:08,080 --> 00:12:08,580 Right? 321 00:12:08,960 --> 00:12:10,639 You know, there's there's a lot of cloud 322 00:12:10,639 --> 00:12:13,039 based platforms. There's a lot of automation with 323 00:12:13,039 --> 00:12:14,639 AI that we're taking a look at and 324 00:12:14,639 --> 00:12:15,539 thinking about. 325 00:12:15,995 --> 00:12:18,475 And again, how do we deliver those through 326 00:12:18,475 --> 00:12:20,174 mobile apps, telehealth services, 327 00:12:21,034 --> 00:12:22,254 omnichannel capabilities. 328 00:12:22,794 --> 00:12:24,235 I spent quite a bit of time early 329 00:12:24,235 --> 00:12:26,394 in my career with in a number of 330 00:12:26,394 --> 00:12:27,214 other industries. 331 00:12:27,834 --> 00:12:30,475 And so these concepts have been around for 332 00:12:30,475 --> 00:12:30,975 decades. 333 00:12:31,839 --> 00:12:34,240 They just need to be implemented differently in 334 00:12:34,240 --> 00:12:35,139 each of the industries. 335 00:12:36,000 --> 00:12:37,620 Data analytics and AI, 336 00:12:38,000 --> 00:12:39,220 in fact, I just finished 337 00:12:40,159 --> 00:12:42,740 some individual coursework at the University of Chicago 338 00:12:42,799 --> 00:12:44,740 because there's so much to be harnessed 339 00:12:46,144 --> 00:12:49,445 with AI and some of the models, AIMO 340 00:12:49,504 --> 00:12:50,945 and some of the data models that are 341 00:12:50,945 --> 00:12:52,544 out there and the insights that you're able 342 00:12:52,544 --> 00:12:54,384 to get. And so much of it is 343 00:12:54,384 --> 00:12:56,784 really focused on making sure that you've got 344 00:12:56,784 --> 00:12:58,164 good clean data 345 00:12:58,620 --> 00:13:00,940 that you can make good decisions on. And 346 00:13:00,940 --> 00:13:02,639 that's always been a constant struggle, 347 00:13:03,179 --> 00:13:05,740 you know, for decades. And it's been in 348 00:13:05,740 --> 00:13:08,379 almost any industry and health care even more 349 00:13:08,379 --> 00:13:10,160 so just because of the privacy 350 00:13:10,955 --> 00:13:12,735 associated with so much of that information 351 00:13:13,754 --> 00:13:16,075 and the compliance and regulations that we need 352 00:13:16,075 --> 00:13:16,654 to apply. 353 00:13:17,274 --> 00:13:19,195 All of us are focused, I think, on 354 00:13:19,195 --> 00:13:21,915 cybersecurity and data privacy. It just has to 355 00:13:21,915 --> 00:13:25,090 be, right. It's we've got to protect our 356 00:13:25,090 --> 00:13:27,509 sensitive member data. We've got to ensure regulatory 357 00:13:27,570 --> 00:13:28,070 compliance. 358 00:13:29,170 --> 00:13:31,090 It's a top priority for all of us. 359 00:13:31,090 --> 00:13:33,810 And there's a lot of sensitivity to it, 360 00:13:33,810 --> 00:13:35,810 not only in the industry, but across the 361 00:13:35,810 --> 00:13:37,430 leadership. And that's been 362 00:13:37,995 --> 00:13:40,235 really positive. I think the one positive maybe 363 00:13:40,235 --> 00:13:41,134 out of it is 364 00:13:41,995 --> 00:13:45,115 everybody's focused on it, everybody recognizes the importance 365 00:13:45,115 --> 00:13:47,595 of it. And I think it just puts 366 00:13:47,595 --> 00:13:49,455 us in a much better place to put 367 00:13:49,850 --> 00:13:52,029 you know, 0 trust security frameworks, 368 00:13:52,889 --> 00:13:55,629 encryption safeguards across all platforms. 369 00:13:56,730 --> 00:13:57,389 I think, 370 00:13:57,769 --> 00:13:59,450 you know, I talked a bit about AI 371 00:13:59,450 --> 00:14:00,190 and data. 372 00:14:01,290 --> 00:14:01,361 And this particular industry is so rich in 373 00:14:01,361 --> 00:14:01,950 information, right? And 374 00:14:02,855 --> 00:14:03,355 different 375 00:14:04,215 --> 00:14:04,715 organizations, 376 00:14:05,894 --> 00:14:06,295 providers, payers, and the platforms, I think can 377 00:14:06,295 --> 00:14:06,795 really 378 00:14:18,250 --> 00:14:20,329 differentiate and create a level of growth and 379 00:14:20,329 --> 00:14:21,389 value for organizations. 380 00:14:22,089 --> 00:14:24,350 And we've talked about the other pieces, right, 381 00:14:24,649 --> 00:14:27,690 member experience with technology, cloud computing platforms that 382 00:14:27,690 --> 00:14:29,309 allow us to move some things forward. 383 00:14:30,009 --> 00:14:30,509 We 384 00:14:30,954 --> 00:14:33,615 those things are just not buzzwords, they're reality. 385 00:14:34,714 --> 00:14:36,394 We've been able to see that. I've seen 386 00:14:36,394 --> 00:14:39,034 this in many organizations as well as ours 387 00:14:39,034 --> 00:14:39,534 today. 388 00:14:40,315 --> 00:14:42,254 We're able to move things much quicker 389 00:14:43,210 --> 00:14:45,549 and deliver solutions much more effectively 390 00:14:46,809 --> 00:14:48,509 and reduce the cycle times 391 00:14:48,970 --> 00:14:51,289 associated with some of these platforms and the 392 00:14:51,289 --> 00:14:53,450 experiences and the learnings that have been had 393 00:14:53,450 --> 00:14:55,230 over the course of time. 394 00:14:55,690 --> 00:14:57,345 And so we've been able to do a 395 00:14:57,345 --> 00:14:59,365 lot, I think, in a short window for 396 00:14:59,665 --> 00:15:02,404 a small organization taking advantage of these, 397 00:15:02,865 --> 00:15:05,285 you know, oftentimes off the shelf capabilities. 398 00:15:06,144 --> 00:15:07,825 And then I would say maybe some of 399 00:15:07,825 --> 00:15:09,184 the other things that are out there maybe 400 00:15:09,184 --> 00:15:10,085 further out, 401 00:15:10,610 --> 00:15:12,070 Laura, are things like, 402 00:15:13,009 --> 00:15:15,090 I've I've been in technology for decades, so 403 00:15:15,090 --> 00:15:16,610 I'm always a big fan of what you 404 00:15:16,610 --> 00:15:17,350 can do. 405 00:15:18,290 --> 00:15:21,009 But, you know, blockchain, again, because it enhances 406 00:15:21,009 --> 00:15:21,509 security. 407 00:15:21,970 --> 00:15:22,790 There's transparency. 408 00:15:23,250 --> 00:15:24,080 There's an efficiency of transactions. And so, you 409 00:15:24,080 --> 00:15:24,379 know, I'm hoping that, as we look a 410 00:15:24,379 --> 00:15:24,705 little 411 00:15:25,904 --> 00:15:28,625 I'm hoping that, as we look a little 412 00:15:28,625 --> 00:15:31,184 further out, those are sort of the technologies 413 00:15:31,184 --> 00:15:33,205 that we can begin to take advantage of. 414 00:15:33,345 --> 00:15:35,904 And then the other piece that's out there 415 00:15:35,904 --> 00:15:38,705 is there's been a pretty significant pivot over 416 00:15:38,705 --> 00:15:40,720 the course of time here where a lot 417 00:15:40,720 --> 00:15:41,299 of organizations, 418 00:15:42,320 --> 00:15:44,100 especially tech companies, startups, 419 00:15:44,639 --> 00:15:45,539 and in the Massachusetts 420 00:15:45,919 --> 00:15:47,840 region, right, we just got so many of 421 00:15:47,840 --> 00:15:50,500 those because it's a pretty tech rich area. 422 00:15:51,039 --> 00:15:53,360 There's a lot of collaborations, not only across 423 00:15:53,360 --> 00:15:55,220 peers, but with some of these, organizations 424 00:15:55,679 --> 00:15:56,144 and 425 00:16:01,825 --> 00:16:03,045 solutions that address 426 00:16:03,585 --> 00:16:06,884 health coaching and chronic disease management. So 427 00:16:07,425 --> 00:16:09,684 a pretty long winded answer to 428 00:16:10,065 --> 00:16:10,804 sort of 429 00:16:12,679 --> 00:16:14,839 the opportunities for for growth because I think 430 00:16:14,839 --> 00:16:16,279 there's quite a few of them in this 431 00:16:16,279 --> 00:16:17,259 particular space. 432 00:16:18,360 --> 00:16:20,679 Well, that's exciting to hear. And, certainly, you 433 00:16:20,679 --> 00:16:21,179 know, 434 00:16:21,559 --> 00:16:23,399 having that ability as we've talked a little 435 00:16:23,399 --> 00:16:24,059 bit about, 436 00:16:24,674 --> 00:16:27,575 just the automation, the technology, the artificial intelligence, 437 00:16:27,634 --> 00:16:30,355 then blockchain too, making come back into the 438 00:16:30,355 --> 00:16:32,995 conversation in health care in a meaningful way, 439 00:16:33,394 --> 00:16:35,735 is just fascinating. And I I can imagine 440 00:16:36,115 --> 00:16:38,514 from your perspective looking on the technology side 441 00:16:38,514 --> 00:16:40,730 and seeing all the challenges that we've talked 442 00:16:40,730 --> 00:16:42,429 about in in ways that, 443 00:16:42,809 --> 00:16:45,549 the technology can streamline that is really helpful. 444 00:16:46,250 --> 00:16:47,769 But on the flip side, I I know 445 00:16:47,769 --> 00:16:50,169 just thinking about the economics of health care 446 00:16:50,169 --> 00:16:52,555 today, every dollar is precious. So, you know, 447 00:16:52,555 --> 00:16:55,435 when you're looking at these growth opportunities and 448 00:16:55,435 --> 00:16:56,654 technology and consuming, 449 00:16:58,075 --> 00:16:58,575 optimize, 450 00:16:58,955 --> 00:17:01,675 from the capabilities that you have, what is 451 00:17:01,675 --> 00:17:03,835 one risk or investment that's still worth making 452 00:17:03,835 --> 00:17:05,195 this year even if you even have a 453 00:17:05,195 --> 00:17:05,934 tight budget? 454 00:17:07,269 --> 00:17:09,910 In in my opinion, I think it's really 455 00:17:09,910 --> 00:17:10,410 the, 456 00:17:11,430 --> 00:17:15,190 risky but rewarding investment of continuing to expand 457 00:17:15,190 --> 00:17:17,369 into value based care. Right? 458 00:17:17,910 --> 00:17:20,549 It's just it's a high stakes investment, right, 459 00:17:20,549 --> 00:17:23,085 for for for payers as you begin to 460 00:17:23,085 --> 00:17:25,025 dive deeper into 461 00:17:25,404 --> 00:17:27,025 VBC models, right, 462 00:17:27,565 --> 00:17:30,144 because it's complex and it's a risky endeavor, 463 00:17:30,204 --> 00:17:32,304 but the potential awards I think are substantial, 464 00:17:33,244 --> 00:17:33,744 right. 465 00:17:34,605 --> 00:17:36,625 The opportunity to improve 466 00:17:37,325 --> 00:17:38,464 top health outcomes, 467 00:17:39,750 --> 00:17:43,109 taking on more risk, greater incentive, the opportunity 468 00:17:43,109 --> 00:17:46,250 to focus on preventative care, chronic disease management, 469 00:17:46,710 --> 00:17:50,009 the integration of Cures and its corresponding solutions, 470 00:17:51,525 --> 00:17:52,265 the stronger 471 00:17:52,884 --> 00:17:53,384 provider 472 00:17:53,765 --> 00:17:55,924 partnerships that can lead to better care and 473 00:17:55,924 --> 00:17:57,465 delivery and overall, 474 00:17:57,924 --> 00:18:01,125 hopefully, reduced cost. Right? And we've talked about 475 00:18:01,125 --> 00:18:03,799 this, right, that the relevant communication 476 00:18:04,099 --> 00:18:04,599 services 477 00:18:06,819 --> 00:18:09,139 and anticipating member needs. So sort of that 478 00:18:09,139 --> 00:18:11,240 personalized member experience, right? 479 00:18:11,700 --> 00:18:13,079 That I think is important. 480 00:18:13,700 --> 00:18:14,440 And I 481 00:18:15,059 --> 00:18:17,720 believe that we've made so many strides forward 482 00:18:19,894 --> 00:18:20,954 in data analytics, 483 00:18:21,575 --> 00:18:24,535 right, that give us the opportunity to begin 484 00:18:24,535 --> 00:18:27,755 to, especially with the interoperability and exchange of 485 00:18:28,134 --> 00:18:29,835 some very important information, 486 00:18:30,809 --> 00:18:33,130 the opportunity to do the analytics around it 487 00:18:33,130 --> 00:18:34,990 and really begin to be better prepared 488 00:18:36,649 --> 00:18:38,990 and understand the risk and understand the complexity 489 00:18:39,529 --> 00:18:42,730 and respond appropriately and take actions. And a 490 00:18:42,730 --> 00:18:43,789 lot of that takes 491 00:18:44,125 --> 00:18:46,704 a level of trust that's developed, 492 00:18:47,644 --> 00:18:48,704 across organizations, 493 00:18:49,884 --> 00:18:51,265 to be able to do that effectively. 494 00:18:52,284 --> 00:18:54,765 And so the tools and the information and 495 00:18:54,765 --> 00:18:56,910 the insights that are coming out, if you 496 00:18:56,910 --> 00:18:59,230 can begin to build that trust relationship and 497 00:18:59,230 --> 00:19:00,850 leverage those tools, I think 498 00:19:01,390 --> 00:19:03,090 it is the one investment that, 499 00:19:04,430 --> 00:19:05,890 feels, I think, benefits. 500 00:19:06,190 --> 00:19:06,690 And, 501 00:19:07,470 --> 00:19:09,789 honestly, at the bottom line, right, improves the 502 00:19:09,789 --> 00:19:11,890 patient's health and outcomes and and 503 00:19:12,565 --> 00:19:14,965 a significant impact to quality. So I think 504 00:19:14,965 --> 00:19:17,384 it's the one area that so many technologies, 505 00:19:17,845 --> 00:19:18,744 we talked about 506 00:19:19,205 --> 00:19:20,105 digital transformation 507 00:19:20,805 --> 00:19:23,765 and AI and data and interoperability, but they 508 00:19:23,765 --> 00:19:24,904 sort of all converge 509 00:19:25,205 --> 00:19:26,184 to be able to 510 00:19:26,724 --> 00:19:28,105 make this kind of an impact. 511 00:19:28,859 --> 00:19:31,019 So, I I think it's the the one 512 00:19:31,019 --> 00:19:33,440 space that's worth the worth investment 513 00:19:34,619 --> 00:19:35,759 for for organizations. 514 00:19:37,579 --> 00:19:39,019 That makes a lot of sense. And, you 515 00:19:39,019 --> 00:19:41,279 know, it's just fascinating to see how, 516 00:19:41,819 --> 00:19:43,684 the value based care, 517 00:19:44,125 --> 00:19:46,684 has evolved, especially in the last 5 to 518 00:19:46,684 --> 00:19:48,204 6 years or so. I know in the 519 00:19:48,204 --> 00:19:50,384 past, there's been energy around it and then, 520 00:19:50,525 --> 00:19:51,184 you know, 521 00:19:51,805 --> 00:19:54,444 not as much movement, and actually implementing it 522 00:19:54,444 --> 00:19:57,105 on the provider side for many organizations than, 523 00:19:57,325 --> 00:19:59,759 you know, still having to be in the 524 00:19:59,759 --> 00:20:01,919 fee for service world to some degree and 525 00:20:01,919 --> 00:20:02,579 not moving 526 00:20:02,960 --> 00:20:05,519 as quickly as they probably could into value 527 00:20:05,519 --> 00:20:07,039 based care. And so, you know, when you 528 00:20:07,039 --> 00:20:07,779 look at, 529 00:20:08,399 --> 00:20:10,960 what's happening today, is there anything that, you 530 00:20:10,960 --> 00:20:13,200 know, you're doing differently or that you're seeing 531 00:20:13,200 --> 00:20:13,664 a different, 532 00:20:14,625 --> 00:20:15,285 type of, 533 00:20:15,825 --> 00:20:18,305 approach to, I guess, in order to really 534 00:20:18,305 --> 00:20:20,404 make sure that, you know, these types of 535 00:20:20,625 --> 00:20:23,825 investments and, the move towards value based care 536 00:20:23,825 --> 00:20:26,160 in more risk based models is something that, 537 00:20:26,320 --> 00:20:28,340 you know, is gonna stick and be meaningful 538 00:20:28,400 --> 00:20:30,259 for organizations in years to come. 539 00:20:31,119 --> 00:20:32,960 Yeah. I mean, I think it's the, 540 00:20:33,519 --> 00:20:35,519 it's the advantages that some of the technologies 541 00:20:35,519 --> 00:20:36,720 and some of the data and some of 542 00:20:36,720 --> 00:20:37,299 the insights, 543 00:20:38,000 --> 00:20:38,740 are are bringing, 544 00:20:39,785 --> 00:20:41,544 And and some of the AI components as 545 00:20:41,544 --> 00:20:44,025 well. Right? I mean, we all behave differently. 546 00:20:44,025 --> 00:20:47,224 We all respond differently. And and the the 547 00:20:47,224 --> 00:20:50,585 the patient engagement and and their active engagement 548 00:20:50,585 --> 00:20:52,285 in the process is so critical. 549 00:20:52,744 --> 00:20:54,444 And so I think that's sort of 550 00:20:55,259 --> 00:20:56,400 the the pivot. Right? 551 00:20:56,940 --> 00:20:59,259 The the opportunity to to gain more insight, 552 00:20:59,259 --> 00:21:00,859 to be able to to to set the 553 00:21:00,859 --> 00:21:02,619 right incentives, right, to be able to make 554 00:21:02,619 --> 00:21:03,519 the right connections. 555 00:21:04,220 --> 00:21:05,900 And then I I think the other element, 556 00:21:05,900 --> 00:21:07,340 and I mentioned this a bit about, 557 00:21:07,660 --> 00:21:10,785 the data outside of it. Right? We're also 558 00:21:10,924 --> 00:21:12,224 so focused on 559 00:21:12,845 --> 00:21:16,285 integrating information and, oftentimes, clinical information. But in 560 00:21:16,285 --> 00:21:17,265 addition to that, 561 00:21:17,644 --> 00:21:19,664 there's been quite a bit of focus on 562 00:21:19,724 --> 00:21:23,549 social determinants of health, right, and addressing social 563 00:21:23,549 --> 00:21:24,049 needs, 564 00:21:24,750 --> 00:21:26,829 the things you would expect, housing, food and 565 00:21:26,829 --> 00:21:28,049 security, transportation, 566 00:21:29,390 --> 00:21:31,890 but also, you know, collaboration with 567 00:21:32,269 --> 00:21:33,970 local organizations and 568 00:21:34,444 --> 00:21:37,724 and, trying to track the effectiveness of some 569 00:21:37,724 --> 00:21:39,744 of these initiatives that sort 570 00:21:40,204 --> 00:21:40,785 of adds 571 00:21:41,484 --> 00:21:43,265 to, I think, the overall success, 572 00:21:43,644 --> 00:21:45,345 that you can create in this space. 573 00:21:45,644 --> 00:21:47,164 But a lot of it is just evolving 574 00:21:47,164 --> 00:21:48,845 to a place that's much better. And I 575 00:21:48,845 --> 00:21:50,009 actually think there's 576 00:21:50,809 --> 00:21:51,210 a space 577 00:21:52,170 --> 00:21:54,130 having spent some time in the provider world, 578 00:21:54,130 --> 00:21:54,570 there's, 579 00:21:55,289 --> 00:21:58,509 and so there's this Utopian precision medicine opportunity. 580 00:21:59,049 --> 00:22:00,349 But I think there's also 581 00:22:01,289 --> 00:22:03,309 an opportunity on the payer side 582 00:22:03,849 --> 00:22:04,750 to get to 583 00:22:05,965 --> 00:22:08,384 a much more view of 584 00:22:09,005 --> 00:22:11,105 a position plan almost, right? 585 00:22:11,725 --> 00:22:12,705 And one that 586 00:22:13,164 --> 00:22:13,664 fits 587 00:22:14,285 --> 00:22:16,545 the individual that fits the need. 588 00:22:16,845 --> 00:22:17,825 And so I think 589 00:22:18,569 --> 00:22:19,470 there's an opportunity 590 00:22:20,329 --> 00:22:22,190 as a in the marketplace, right, 591 00:22:22,649 --> 00:22:24,009 that begin to think about how do we 592 00:22:24,009 --> 00:22:26,429 do that and what does that take 593 00:22:26,889 --> 00:22:28,269 us in the long term. 594 00:22:29,130 --> 00:22:31,015 That makes a lot of sense. And I 595 00:22:31,015 --> 00:22:34,394 I feel like, as you mentioned, just the 596 00:22:34,855 --> 00:22:38,615 type of, technology and insights and ability to 597 00:22:38,615 --> 00:22:41,674 really make strong decisions based on that information 598 00:22:41,734 --> 00:22:42,394 and data, 599 00:22:43,494 --> 00:22:45,920 it does make a difference. Now, Casey, before 600 00:22:45,920 --> 00:22:47,220 I wrap up here, I'm wondering, 601 00:22:47,839 --> 00:22:49,599 what are some of the opportunities you're most 602 00:22:49,599 --> 00:22:51,359 excited about for the future? How are you 603 00:22:51,359 --> 00:22:52,579 looking at growth and, 604 00:22:52,880 --> 00:22:55,119 really, moving forward over the next couple of 605 00:22:55,119 --> 00:22:55,619 years? 606 00:22:56,720 --> 00:22:57,779 You know, for us, 607 00:22:58,865 --> 00:23:01,045 it's really the the digital transformation 608 00:23:01,424 --> 00:23:04,785 opportunity. Right? It's understanding how we can begin 609 00:23:04,785 --> 00:23:06,085 to take advantage of, 610 00:23:06,705 --> 00:23:08,404 I'll just say, AI. 611 00:23:09,025 --> 00:23:10,465 And a lot of this is gonna be 612 00:23:10,465 --> 00:23:11,285 a bit of, 613 00:23:12,059 --> 00:23:14,860 I don't know, maybe trial and and and 614 00:23:14,860 --> 00:23:15,759 testing and, 615 00:23:16,539 --> 00:23:18,539 figuring out where it makes the most sense 616 00:23:18,539 --> 00:23:20,140 and what we can begin to do with 617 00:23:20,140 --> 00:23:20,640 it. 618 00:23:21,580 --> 00:23:22,720 But I would say, 619 00:23:23,580 --> 00:23:25,019 when you take a look at it, there's 620 00:23:25,019 --> 00:23:25,840 there's opportunities 621 00:23:26,220 --> 00:23:26,720 across 622 00:23:27,955 --> 00:23:28,775 care management, 623 00:23:29,475 --> 00:23:30,134 care coordination, 624 00:23:30,755 --> 00:23:31,815 improving our, 625 00:23:33,394 --> 00:23:36,215 I'll call it, our overall medical cost. There's 626 00:23:36,515 --> 00:23:37,015 opportunities 627 00:23:37,955 --> 00:23:39,575 in reducing some of the administrative, 628 00:23:40,914 --> 00:23:43,095 and friction that's associated with 629 00:23:43,940 --> 00:23:46,440 some of the existing processes that are oftentimes 630 00:23:46,579 --> 00:23:47,559 very manual 631 00:23:48,420 --> 00:23:50,819 and paper based to some degree and maybe 632 00:23:50,819 --> 00:23:51,880 not paper, but 633 00:23:52,819 --> 00:23:54,759 faxes that are still used in the industry, 634 00:23:54,819 --> 00:23:55,319 etcetera. 635 00:23:56,339 --> 00:23:58,599 And then I mentioned a bit about tailored 636 00:23:59,234 --> 00:24:02,355 or maybe more precision plans, right? But I 637 00:24:02,355 --> 00:24:02,855 think 638 00:24:03,474 --> 00:24:05,494 in optimizing how you 639 00:24:06,194 --> 00:24:08,434 create you know your member and you know 640 00:24:08,434 --> 00:24:10,454 the communities and you know the market. 641 00:24:11,234 --> 00:24:12,615 How do you begin to 642 00:24:13,990 --> 00:24:16,589 improve and bring that information together and deliver 643 00:24:16,589 --> 00:24:17,450 a much more 644 00:24:18,230 --> 00:24:20,490 insightful set of products and plans 645 00:24:21,269 --> 00:24:23,049 and do the right outreach 646 00:24:24,230 --> 00:24:26,569 with the right connection and digital experience 647 00:24:27,349 --> 00:24:28,009 to maintain 648 00:24:28,710 --> 00:24:30,832 the number retention and and to build on 649 00:24:30,832 --> 00:24:31,704 that relationship and to really create a trusting 650 00:24:31,704 --> 00:24:33,224 relationship. Because I think in this particular space, 651 00:24:33,224 --> 00:24:33,724 there's, 652 00:24:34,025 --> 00:24:37,065 so much that so much good that that 653 00:24:37,065 --> 00:24:39,224 is being done and that can continue to 654 00:24:39,224 --> 00:24:40,045 be done. 655 00:24:44,079 --> 00:24:46,259 And being able to highlight that 656 00:24:46,720 --> 00:24:49,119 and to share that and to build that 657 00:24:49,119 --> 00:24:50,179 relationship versus 658 00:24:50,720 --> 00:24:51,460 a transactional 659 00:24:51,759 --> 00:24:52,740 relationship, right? 660 00:24:53,359 --> 00:24:54,880 I get an EOB or I get a 661 00:24:54,880 --> 00:24:56,295 bill from a provider and 662 00:24:57,255 --> 00:24:58,934 how do you take it forward, right? How 663 00:24:58,934 --> 00:25:01,335 do you begin to look at what detail 664 00:25:01,335 --> 00:25:04,055 is done in terms of understanding where you 665 00:25:04,055 --> 00:25:05,975 left off and what you might be looking 666 00:25:05,975 --> 00:25:06,795 for next? 667 00:25:07,335 --> 00:25:08,075 And so 668 00:25:08,880 --> 00:25:11,279 I think those are just areas for growth 669 00:25:11,279 --> 00:25:12,740 as we go forward. 670 00:25:13,119 --> 00:25:15,680 And I'm pretty excited about the opportunity to 671 00:25:15,680 --> 00:25:18,400 bring these things and these technologies together and 672 00:25:18,400 --> 00:25:19,539 see how we can impact 673 00:25:20,160 --> 00:25:22,325 them in a positive way, our member base 674 00:25:22,325 --> 00:25:24,164 and and the quality of the quality of 675 00:25:24,164 --> 00:25:26,505 health and and the outcomes associated with it. 676 00:25:27,605 --> 00:25:29,285 That's amazing to hear it. Casey, thank you 677 00:25:29,285 --> 00:25:30,805 so much for joining us on the podcast 678 00:25:30,805 --> 00:25:32,164 today. This has been such a fun and 679 00:25:32,164 --> 00:25:34,404 informative conversation, and I look forward to connecting 680 00:25:34,404 --> 00:25:35,464 with you again soon. 681 00:25:36,220 --> 00:25:37,980 Laura, it's been it's really been a pleasure. 682 00:25:38,220 --> 00:25:40,000 I always love talking about this. 683 00:25:40,940 --> 00:25:42,860 It's it's been a space that I've been 684 00:25:42,860 --> 00:25:44,000 focused on for 685 00:25:44,539 --> 00:25:46,240 way longer than I wanna admit. 686 00:25:47,500 --> 00:25:49,980 And, it's just such a space that, you 687 00:25:49,980 --> 00:25:51,200 know, all of us experience 688 00:25:53,025 --> 00:25:54,005 and need, right, 689 00:25:54,704 --> 00:25:56,625 at different levels at different points in our 690 00:25:56,625 --> 00:25:57,184 life. But, 691 00:25:57,984 --> 00:25:59,424 it's so important. And, 692 00:26:00,224 --> 00:26:01,505 I'm looking forward to seeing what we're going 693 00:26:01,505 --> 00:26:02,625 to be able to do in the future 694 00:26:02,625 --> 00:26:04,865 and really appreciate the opportunity to come on 695 00:26:04,865 --> 00:26:05,845 here today and 696 00:26:06,527 --> 00:26:08,467 share a little bit of my thoughts with 697 00:26:08,527 --> 00:26:09,586 you in the audience.