1 00:00:00,240 --> 00:00:02,399 This is Laura Doodel with the Becker's Healthcare 2 00:00:02,399 --> 00:00:04,559 podcast. I'm thrilled today to be joined by 3 00:00:04,559 --> 00:00:08,160 Malik Behar, AVP of the access center and 4 00:00:08,160 --> 00:00:11,519 loyalty at Virtua Health, and Erica Carney, director 5 00:00:11,519 --> 00:00:14,719 of virtual care transformation integration of strategic operations 6 00:00:14,719 --> 00:00:15,380 at Virtua. 7 00:00:15,925 --> 00:00:17,605 Malik, Erica, thank you so much for joining 8 00:00:17,605 --> 00:00:19,684 us today. Thanks for having us. Thank you. 9 00:00:19,684 --> 00:00:21,845 Thank you for having us. Absolutely. Now I'm 10 00:00:21,845 --> 00:00:23,765 excited for our conversation because I know there's 11 00:00:23,765 --> 00:00:26,565 so much happening around access to care as 12 00:00:26,565 --> 00:00:29,445 well as looking at, virtual care, how we 13 00:00:29,445 --> 00:00:30,149 can really, 14 00:00:30,710 --> 00:00:32,789 expand the health care outside of the four 15 00:00:32,789 --> 00:00:34,469 walls of the hospital. So I'm looking forward 16 00:00:34,469 --> 00:00:35,750 to learning more about what you're doing at 17 00:00:35,750 --> 00:00:37,670 virtual health. But before we dig in, I'm 18 00:00:37,670 --> 00:00:40,469 wondering, could you both briefly introduce yourself and 19 00:00:40,469 --> 00:00:41,909 tell us a bit about your background? And, 20 00:00:41,909 --> 00:00:43,094 Malik, we'll start with you. 21 00:00:43,655 --> 00:00:46,075 Okay. So my name is Malik Bahar. 22 00:00:46,454 --> 00:00:47,274 As mentioned, 23 00:00:47,734 --> 00:00:50,295 I'm the AVP of Access Center and Loyalty 24 00:00:50,295 --> 00:00:51,515 for Virtual Health System, 25 00:00:51,895 --> 00:00:54,215 coming up on my eleven year anniversary in 26 00:00:54,215 --> 00:00:56,395 just five days from now with Virtual Health. 27 00:00:56,695 --> 00:00:58,475 And really my journey is one 28 00:00:58,979 --> 00:01:01,399 of that's really people and human centric. 29 00:01:02,020 --> 00:01:04,019 In my previous stops, because health care was 30 00:01:04,019 --> 00:01:04,900 not my first, 31 00:01:05,299 --> 00:01:07,079 my first area as a profession, 32 00:01:07,700 --> 00:01:08,920 whether it be hospitality 33 00:01:09,459 --> 00:01:11,540 or whether it be wellness as a trainer 34 00:01:11,540 --> 00:01:13,935 for many years, Ultimately, it was about connecting 35 00:01:13,935 --> 00:01:16,915 with people and finding ways to improve outcomes 36 00:01:16,975 --> 00:01:18,734 to to help their experience be a bit 37 00:01:18,734 --> 00:01:20,975 better. And the best part about my virtual 38 00:01:20,975 --> 00:01:23,534 experience is that we've really been leaning into 39 00:01:23,534 --> 00:01:24,495 that and seeing, 40 00:01:25,210 --> 00:01:27,630 seeing really good results as a byproduct. So, 41 00:01:28,010 --> 00:01:29,310 that's a bit about me. 42 00:01:29,770 --> 00:01:31,530 Fantastic. And, Erica, could you tell us a 43 00:01:31,530 --> 00:01:32,909 bit about yourself as well? 44 00:01:33,290 --> 00:01:36,270 Absolutely. So, again, my name is Erica Carney, 45 00:01:36,329 --> 00:01:36,829 and 46 00:01:37,130 --> 00:01:40,829 I oversee Virtua's virtual care strategy that leverages 47 00:01:41,475 --> 00:01:44,515 some really neat advanced technologies such as optical 48 00:01:44,515 --> 00:01:46,534 cameras and ambient sensors. 49 00:01:46,915 --> 00:01:49,715 But before stepping into my current role as 50 00:01:49,715 --> 00:01:51,655 director of virtual care transformation, 51 00:01:52,034 --> 00:01:55,335 I spent nearly a decade leading our accountable 52 00:01:55,459 --> 00:01:56,119 care organization's 53 00:01:56,579 --> 00:01:59,560 provider relations team. So I had the opportunity 54 00:01:59,619 --> 00:02:02,420 to work side by side with primary and 55 00:02:02,420 --> 00:02:03,719 specialty care clinicians 56 00:02:04,099 --> 00:02:06,819 to really transform the way that medicine was 57 00:02:06,819 --> 00:02:10,120 being provided through a population health based approach. 58 00:02:10,474 --> 00:02:13,115 And it was an eye opening and, quite 59 00:02:13,115 --> 00:02:13,615 invigorating 60 00:02:14,074 --> 00:02:17,275 experience. So when the opportunity presented itself to 61 00:02:17,275 --> 00:02:19,455 lead Virtua's virtual care strategy, 62 00:02:19,915 --> 00:02:21,514 I knew this was going to be the 63 00:02:21,514 --> 00:02:23,754 way that I could contribute to the bigger 64 00:02:23,754 --> 00:02:26,639 movement occurring in health care and really utilize 65 00:02:27,260 --> 00:02:28,800 some of those same transformational 66 00:02:29,260 --> 00:02:32,379 practices. So today, I have the privilege of 67 00:02:32,379 --> 00:02:32,879 collaborating 68 00:02:33,180 --> 00:02:36,080 with operational leaders around the system like Malik 69 00:02:36,395 --> 00:02:39,435 to really bring innovative virtual care use cases 70 00:02:39,435 --> 00:02:42,314 to life. So these can range from appointment 71 00:02:42,314 --> 00:02:42,814 navigation 72 00:02:43,194 --> 00:02:44,495 to discharge coordination 73 00:02:44,875 --> 00:02:45,615 to overnight 74 00:02:45,995 --> 00:02:48,094 clinical support within our ICUs. 75 00:02:48,555 --> 00:02:50,655 But our aim here is really to 76 00:02:51,110 --> 00:02:52,569 revolutionize care delivery 77 00:02:52,949 --> 00:02:55,930 through seamlessly integrating some of those advanced technologies 78 00:02:56,150 --> 00:02:57,689 that I had recently referenced 79 00:02:58,069 --> 00:03:01,530 to really enhance both the patient and clinician 80 00:03:01,750 --> 00:03:02,250 experience, 81 00:03:02,884 --> 00:03:05,704 all while improving quality of care and driving 82 00:03:05,764 --> 00:03:07,864 operational efficiencies along the way. 83 00:03:08,405 --> 00:03:10,084 And that's amazing to hear. You know? And 84 00:03:10,084 --> 00:03:11,924 what a great, journey you've been on in 85 00:03:11,924 --> 00:03:14,164 terms of just being able to, both of 86 00:03:14,164 --> 00:03:15,224 you, experience 87 00:03:15,780 --> 00:03:17,620 how health care is touching so many different 88 00:03:17,620 --> 00:03:19,620 folks in the community. And then through this 89 00:03:19,620 --> 00:03:21,780 digital transformation we've had over the last several 90 00:03:21,780 --> 00:03:23,400 years, it's just really incredible. 91 00:03:23,699 --> 00:03:25,379 Now I am curious. What are some of 92 00:03:25,379 --> 00:03:27,299 the opportunities and headwinds that you have your 93 00:03:27,299 --> 00:03:28,579 eye on right now? And from this one, 94 00:03:28,579 --> 00:03:29,719 let's start with you, Erica. 95 00:03:30,534 --> 00:03:33,335 Thanks, Laura. So I think that there's a 96 00:03:33,335 --> 00:03:36,055 really pivotal moment occurring in health care right 97 00:03:36,055 --> 00:03:38,375 now. You know, there's the shortage of health 98 00:03:38,375 --> 00:03:40,854 care professionals, and we're seeing a rise in 99 00:03:40,854 --> 00:03:44,719 patients requiring care due to either aging populations 100 00:03:44,860 --> 00:03:47,120 or the prevalence of chronic diseases. 101 00:03:47,819 --> 00:03:50,479 So in order to deliver a really meaningful 102 00:03:50,620 --> 00:03:51,919 experience to patients, 103 00:03:52,300 --> 00:03:54,860 you know, it's important that we're identifying ways 104 00:03:54,860 --> 00:03:55,360 to 105 00:03:55,724 --> 00:03:58,125 prioritize face time with them and provide that 106 00:03:58,125 --> 00:04:02,064 clear communication and dedicated attention to each individual 107 00:04:02,205 --> 00:04:03,985 patient. That is so critical. 108 00:04:04,284 --> 00:04:05,965 And I know some are going to ask, 109 00:04:05,965 --> 00:04:07,985 you know, with what time, with what resources, 110 00:04:08,044 --> 00:04:09,884 and I think those are good questions to 111 00:04:09,884 --> 00:04:12,240 ask. But it's also important for us to 112 00:04:12,240 --> 00:04:13,460 be mindful of 113 00:04:13,920 --> 00:04:17,279 how we are attracting and retaining top talent 114 00:04:17,279 --> 00:04:18,980 in such competitive markets. 115 00:04:19,360 --> 00:04:21,360 So, you know, are we looking at how 116 00:04:21,360 --> 00:04:24,580 we are thoughtfully developing a culture that embraces 117 00:04:25,134 --> 00:04:28,814 work life harmony. So could alternative or hybrid 118 00:04:28,814 --> 00:04:31,855 work arrangements help achieve this goal? So at 119 00:04:31,855 --> 00:04:35,154 Virtua, through the use of these advanced technologies, 120 00:04:35,774 --> 00:04:38,899 our teams now have the ability to reimagine 121 00:04:39,120 --> 00:04:41,300 elements of care without sacrificing 122 00:04:42,160 --> 00:04:45,600 traditional delivery of services. So as the needs 123 00:04:45,600 --> 00:04:49,040 of our communities and our workforce evolves, so 124 00:04:49,040 --> 00:04:49,860 must we. 125 00:04:50,654 --> 00:04:52,014 That makes a lot of sense. You know, 126 00:04:52,014 --> 00:04:53,294 it really hits on so much of what 127 00:04:53,294 --> 00:04:55,454 we're hearing today from leaders across the board 128 00:04:55,454 --> 00:04:57,774 in trying to figure out how to deliver 129 00:04:57,774 --> 00:05:00,894 more care, expand capacity, and, create a better 130 00:05:00,894 --> 00:05:03,294 experience for patients. Malik, would you have anything 131 00:05:03,294 --> 00:05:06,180 to add? Absolutely. So I think Erica laid 132 00:05:06,180 --> 00:05:08,100 it out perfectly in regards to how we 133 00:05:08,100 --> 00:05:09,800 see things from a system approach. 134 00:05:10,339 --> 00:05:11,400 When it comes to 135 00:05:11,779 --> 00:05:12,279 opportunities, 136 00:05:12,580 --> 00:05:14,500 a a bit of background about what my 137 00:05:14,500 --> 00:05:16,680 day to day looks like. So I oversee 138 00:05:16,740 --> 00:05:17,879 our contact center. 139 00:05:18,444 --> 00:05:21,165 Our contact center is a 200 FTE team, 140 00:05:21,165 --> 00:05:22,205 about 92% 141 00:05:22,205 --> 00:05:22,705 remote, 142 00:05:23,485 --> 00:05:24,305 and, ultimately, 143 00:05:25,004 --> 00:05:28,045 we are a midsize contact center, 2,600,000 144 00:05:28,045 --> 00:05:31,105 interactions. We have centralized primary care, centralized, 145 00:05:31,805 --> 00:05:33,425 insurance referrals, centralized, 146 00:05:34,419 --> 00:05:37,779 OB GYN radiology scheduling, GI, and many, many 147 00:05:37,779 --> 00:05:40,019 others. And one of the things that we've 148 00:05:40,019 --> 00:05:42,659 really focused on, as Erica mentioned, is that 149 00:05:42,659 --> 00:05:43,639 work life harmony, 150 00:05:44,099 --> 00:05:46,579 really creating an environment and a space where 151 00:05:46,579 --> 00:05:49,284 we've been able to boast a ninety two 152 00:05:49,284 --> 00:05:52,185 percent retention rate since 02/2018, 153 00:05:52,404 --> 00:05:54,644 and that 8% churn year over year is 154 00:05:54,644 --> 00:05:56,185 normally largely positive. 155 00:05:56,644 --> 00:05:58,584 Now, how does this tie into opportunity? 156 00:05:59,204 --> 00:06:02,104 It ties into opportunity because we're really at 157 00:06:02,164 --> 00:06:02,824 a crossroads 158 00:06:03,529 --> 00:06:06,009 with what is presented in front of us 159 00:06:06,009 --> 00:06:06,509 with, 160 00:06:07,289 --> 00:06:10,089 with really making sure that the experience that 161 00:06:10,089 --> 00:06:10,589 people 162 00:06:11,050 --> 00:06:13,129 have when they reach out to to when 163 00:06:13,129 --> 00:06:14,169 they reach out to any of us in 164 00:06:14,169 --> 00:06:15,949 health care is comprehensive, 165 00:06:16,534 --> 00:06:17,435 that there's interoperability, 166 00:06:18,134 --> 00:06:20,854 and really that it's simple and easy. One 167 00:06:20,854 --> 00:06:22,454 of the key things we've been talking about 168 00:06:22,454 --> 00:06:25,254 internally is that when you think about headwinds, 169 00:06:25,254 --> 00:06:27,115 it's just kind of the evolving demands. 170 00:06:27,654 --> 00:06:30,954 Patients are no longer comparing us to necessarily 171 00:06:31,094 --> 00:06:34,439 our regional or national competitors. They are ultimately 172 00:06:34,500 --> 00:06:37,860 comparing their experience with virtual health to their 173 00:06:37,860 --> 00:06:40,120 less less last greatest experience 174 00:06:40,660 --> 00:06:42,740 in general. So whether it be the experience 175 00:06:42,740 --> 00:06:44,180 they felt sitting in the line at Chick 176 00:06:44,180 --> 00:06:46,740 fil A or their experience with Southwest Airlines 177 00:06:46,740 --> 00:06:47,399 or Disney, 178 00:06:47,955 --> 00:06:49,955 We really are looking to make sure that 179 00:06:49,955 --> 00:06:51,975 we provide the best experience possible. 180 00:06:52,514 --> 00:06:54,274 And how do we do that? The the 181 00:06:54,274 --> 00:06:56,375 opportunities to leverage the technology, 182 00:06:56,675 --> 00:06:58,834 many of the things that Erica oversees, but 183 00:06:58,834 --> 00:07:02,310 also things such as agentic AI to really 184 00:07:02,310 --> 00:07:05,050 simplify the overall experience is is really key, 185 00:07:05,269 --> 00:07:07,829 because the consumer base in our patient populations 186 00:07:07,829 --> 00:07:10,310 are only go only going to continue to 187 00:07:10,310 --> 00:07:10,810 improve 188 00:07:11,269 --> 00:07:13,669 and heighten their level of expectation about what 189 00:07:13,669 --> 00:07:14,569 is the standard. 190 00:07:15,349 --> 00:07:16,729 You know, we were talking 191 00:07:17,204 --> 00:07:19,605 recently about how gen x at the top 192 00:07:19,605 --> 00:07:21,365 end of their scale are now 28 years 193 00:07:21,365 --> 00:07:23,464 old. And with that, 194 00:07:23,925 --> 00:07:26,165 they are just two years from becoming 30 195 00:07:26,165 --> 00:07:28,884 and in many cases, beginning families becoming the 196 00:07:28,884 --> 00:07:30,824 caretakers of tomorrow and really prioritizing 197 00:07:31,125 --> 00:07:32,930 their sense of wellness and well-being. 198 00:07:33,389 --> 00:07:35,410 So with that, there's also an understanding 199 00:07:35,790 --> 00:07:39,250 that regardless of labels, that the upcoming generations 200 00:07:39,310 --> 00:07:40,449 have had immediate, 201 00:07:41,470 --> 00:07:44,189 answers and solutions at their fingertips, and that's 202 00:07:44,189 --> 00:07:46,189 the expectation that they make that they carry 203 00:07:46,189 --> 00:07:48,095 with them. So how do we as health 204 00:07:48,095 --> 00:07:49,875 care providers and practitioners 205 00:07:50,415 --> 00:07:53,394 really make sure that we meet that expectation 206 00:07:53,855 --> 00:07:54,675 by simplifying 207 00:07:55,134 --> 00:07:57,475 the road map to access, by simplifying 208 00:07:58,095 --> 00:07:58,334 the, 209 00:07:59,295 --> 00:08:01,730 the access to care, and by simplifying the 210 00:08:01,730 --> 00:08:04,210 communications that happen throughout the process to keep 211 00:08:04,210 --> 00:08:06,610 them up to speed, abreast of what's going 212 00:08:06,610 --> 00:08:08,870 on, and really make sure that the experience 213 00:08:08,930 --> 00:08:10,550 overall is a favorable one. 214 00:08:11,009 --> 00:08:12,930 That's such a fascinating point. And, you know, 215 00:08:12,930 --> 00:08:15,764 really to think about generationally that gen z 216 00:08:15,764 --> 00:08:17,605 coming into the space where they're becoming parents 217 00:08:17,605 --> 00:08:20,824 and really expecting different things than previous generations 218 00:08:20,884 --> 00:08:22,965 from their health care experience comparing it to 219 00:08:22,965 --> 00:08:25,925 other industries, and, it is just really fascinating 220 00:08:25,925 --> 00:08:27,490 to think about. Wanted to stay there for 221 00:08:27,490 --> 00:08:29,250 just one minute. When you look ahead, how 222 00:08:29,250 --> 00:08:31,009 are you thinking about growth and adding value 223 00:08:31,009 --> 00:08:32,450 to your organization? And what does that look 224 00:08:32,450 --> 00:08:33,350 like for you, Molly? 225 00:08:34,129 --> 00:08:36,289 So for me, it's, really playing a key 226 00:08:36,289 --> 00:08:39,250 role, along with other colleagues system wide to 227 00:08:39,250 --> 00:08:40,629 make sure that we identify 228 00:08:41,214 --> 00:08:44,355 the best way to align our agentic journey 229 00:08:44,575 --> 00:08:46,014 to really do all the things that I've 230 00:08:46,014 --> 00:08:48,674 mentioned previously regarding the experience that is provided. 231 00:08:49,054 --> 00:08:50,654 So that way, when a patient, whether they're 232 00:08:50,654 --> 00:08:51,875 leveraging their MyChart, 233 00:08:52,335 --> 00:08:54,735 their portal, regardless of the modality with which 234 00:08:54,735 --> 00:08:56,920 they choose to connect to virtual health, that 235 00:08:56,920 --> 00:08:58,759 when they are speaking to the front desk, 236 00:08:58,759 --> 00:08:59,500 that conversation 237 00:08:59,960 --> 00:09:03,000 is that conversation is made available so that 238 00:09:03,000 --> 00:09:05,259 same way the outreach from the marketing department 239 00:09:05,480 --> 00:09:07,320 or a conversation with a provider is a 240 00:09:07,320 --> 00:09:09,639 single source of truth so that our care 241 00:09:09,639 --> 00:09:12,615 teams and our and our clinical colleagues have 242 00:09:12,615 --> 00:09:14,934 the opportunity to really take a look at 243 00:09:14,934 --> 00:09:17,414 what the patient is experiencing and provide that 244 00:09:17,414 --> 00:09:19,754 personalized care that they're going to expect. 245 00:09:20,214 --> 00:09:21,894 Where the rubber meets the meets the road 246 00:09:21,894 --> 00:09:24,360 is really our ability to provide that, And 247 00:09:24,360 --> 00:09:25,960 I am part of a team that is 248 00:09:25,960 --> 00:09:26,460 working, 249 00:09:26,840 --> 00:09:29,080 diligently to make sure that we are positioned 250 00:09:29,080 --> 00:09:31,820 to deliver that through 2025 and beyond. 251 00:09:32,440 --> 00:09:34,519 That's fascinating to hear. That makes a lot 252 00:09:34,519 --> 00:09:36,139 of sense. You know, really is critical, 253 00:09:36,554 --> 00:09:38,815 in order to keep the health care organization 254 00:09:38,955 --> 00:09:41,514 modernized and and moving forward. Erica, from your 255 00:09:41,514 --> 00:09:43,674 perspective, what are you seeing with virtual care 256 00:09:43,674 --> 00:09:45,674 and some of the transformational efforts you're working 257 00:09:45,674 --> 00:09:46,174 on? 258 00:09:46,634 --> 00:09:50,370 Yeah. So the value proposition for the use 259 00:09:50,370 --> 00:09:52,389 of virtual and smart care technologies 260 00:09:53,009 --> 00:09:55,250 really continues to to grow each day to 261 00:09:55,250 --> 00:09:57,730 Malik's point. You know, we've only uncovered, I 262 00:09:57,730 --> 00:10:00,470 think, the tip of the iceberg size impact 263 00:10:00,529 --> 00:10:03,715 that's really occurring around our system through the 264 00:10:03,715 --> 00:10:05,894 hard work of so many dedicated teams. 265 00:10:06,274 --> 00:10:08,595 So since much of our, you know, virtual 266 00:10:08,595 --> 00:10:10,835 care work here at Virtua is additive in 267 00:10:10,835 --> 00:10:13,154 nature, you know, we have clinicians who are 268 00:10:13,154 --> 00:10:13,654 reporting 269 00:10:14,115 --> 00:10:17,495 burnout reduction and greater bandwidth at the bedside 270 00:10:17,929 --> 00:10:20,569 and just an overall, you know, enhanced feeling 271 00:10:20,569 --> 00:10:21,230 of teamwork. 272 00:10:21,690 --> 00:10:22,829 We are proactively 273 00:10:23,129 --> 00:10:27,549 detecting potential safety risks earlier. We've seen expedited 274 00:10:27,769 --> 00:10:30,429 consults and cross campus travel elimination. 275 00:10:31,225 --> 00:10:33,225 You know, many of these virtual care use 276 00:10:33,225 --> 00:10:36,904 cases have a direct impact on patient throughput 277 00:10:36,904 --> 00:10:39,945 efficiencies and readmission reduction efforts, you know, which 278 00:10:39,945 --> 00:10:42,904 are large focuses for so many organizations right 279 00:10:42,904 --> 00:10:44,579 now across the the country. 280 00:10:45,039 --> 00:10:47,759 You know, one of my personal favorite value 281 00:10:47,759 --> 00:10:49,759 adds that I have observed since we have 282 00:10:49,759 --> 00:10:52,339 gone live on some of these advanced technologies 283 00:10:52,799 --> 00:10:56,579 is the ability to virtually include family members 284 00:10:56,639 --> 00:10:59,394 and loved ones in the patient's care journey 285 00:10:59,394 --> 00:11:00,375 here at Virtua. 286 00:11:00,834 --> 00:11:03,875 So how often do loved ones wish they 287 00:11:03,875 --> 00:11:06,274 could be by the patient's side, but they're 288 00:11:06,274 --> 00:11:08,355 stuck at work or they're caring for small 289 00:11:08,355 --> 00:11:10,695 children or they live multiple states away? 290 00:11:11,129 --> 00:11:13,049 That is bear that's a barrier that has 291 00:11:13,049 --> 00:11:16,570 now been lifted, and patients now have the 292 00:11:16,570 --> 00:11:19,929 comfort of that familiar face during potentially some 293 00:11:19,929 --> 00:11:22,330 of their most vulnerable moments. And I think 294 00:11:22,330 --> 00:11:24,590 that's a testament to the virtual care impact. 295 00:11:25,524 --> 00:11:27,365 Absolutely. I think that's spot on and and 296 00:11:27,365 --> 00:11:27,865 certainly 297 00:11:28,325 --> 00:11:30,085 a huge impact that's been having and will 298 00:11:30,085 --> 00:11:31,924 continue to have for years to come. I 299 00:11:31,924 --> 00:11:33,684 think, you know, there's so many opportunities, so 300 00:11:33,684 --> 00:11:35,445 many cool things are happening in health care. 301 00:11:35,684 --> 00:11:37,684 It's just amazing to think about the future, 302 00:11:37,684 --> 00:11:40,620 but I know there's also risks involved. So 303 00:11:40,759 --> 00:11:42,940 what could you tell me, Erica, first, 304 00:11:43,320 --> 00:11:45,079 from your perspective, what is one risk or 305 00:11:45,079 --> 00:11:47,720 investment that's still worth taking this year even 306 00:11:47,720 --> 00:11:48,940 given some of the challenges, 307 00:11:49,799 --> 00:11:50,779 you know, with with 308 00:11:51,284 --> 00:11:53,445 financially and otherwise for many hospitals and health 309 00:11:53,445 --> 00:11:54,424 systems are facing? 310 00:11:55,284 --> 00:11:57,365 So, I'll I'll take a different spin on 311 00:11:57,365 --> 00:11:58,264 this. I think 312 00:11:58,565 --> 00:11:59,464 one investment 313 00:11:59,845 --> 00:12:03,065 that I believe to be quite fruitful is 314 00:12:03,429 --> 00:12:04,410 the power of storytelling. 315 00:12:04,790 --> 00:12:07,529 So that might not be a groundbreaking revelation, 316 00:12:07,750 --> 00:12:09,350 but I think it can be a game 317 00:12:09,350 --> 00:12:11,050 changer, especially when navigating, 318 00:12:11,670 --> 00:12:14,070 some of the challenges of change management around 319 00:12:14,070 --> 00:12:14,970 a new venture. 320 00:12:15,350 --> 00:12:17,264 So there is, you know, no shortage of 321 00:12:17,264 --> 00:12:19,745 books or podcast on the subject, but a 322 00:12:19,745 --> 00:12:21,664 quote that has really stuck with me that 323 00:12:21,664 --> 00:12:25,024 Robert McKee once shared is that storytelling is 324 00:12:25,024 --> 00:12:27,605 the most powerful way to put ideas 325 00:12:27,985 --> 00:12:30,809 into the world today. So there is, a 326 00:12:30,809 --> 00:12:32,730 place for pie charts. Don't get me wrong. 327 00:12:32,730 --> 00:12:35,690 Conversations related to ROI and length of state 328 00:12:35,690 --> 00:12:39,370 figures, but stories will stick. Stories speak to 329 00:12:39,370 --> 00:12:42,009 people. It's what connects us all as humans. 330 00:12:42,009 --> 00:12:42,495 So, 331 00:12:42,894 --> 00:12:45,794 my recommendation would be invest in the storytellers 332 00:12:46,174 --> 00:12:47,154 of your organization 333 00:12:47,534 --> 00:12:49,554 as they are really going to help craft 334 00:12:49,695 --> 00:12:50,995 the narrative of the future. 335 00:12:51,774 --> 00:12:54,254 I love that. It's such a important aspect 336 00:12:54,254 --> 00:12:56,254 of health care and how organizations are moving 337 00:12:56,254 --> 00:12:58,049 forward is to have those folks who are 338 00:12:58,289 --> 00:13:00,610 really strongly sharing the message and have an 339 00:13:00,610 --> 00:13:02,610 understanding of where you're trying to go. Malik, 340 00:13:02,610 --> 00:13:03,809 what are your thoughts? What do you see 341 00:13:03,809 --> 00:13:05,990 as being still important aspects of the organization 342 00:13:06,209 --> 00:13:07,970 to really double down on for the next 343 00:13:07,970 --> 00:13:08,470 year? 344 00:13:08,850 --> 00:13:10,929 No. I think Erica laid it out perfectly. 345 00:13:11,169 --> 00:13:12,929 I'll kind of expound on her point and 346 00:13:12,929 --> 00:13:15,464 then bring up what I was thinking about 347 00:13:15,464 --> 00:13:16,524 as she was answering. 348 00:13:17,225 --> 00:13:20,524 So the power of storytelling is absolutely integral, 349 00:13:20,985 --> 00:13:23,565 to change management. I'm really kind of providing 350 00:13:23,945 --> 00:13:25,725 the overarching why behind 351 00:13:26,169 --> 00:13:28,509 so that colleagues and all who are impacted 352 00:13:28,570 --> 00:13:29,389 have that narrative. 353 00:13:30,009 --> 00:13:32,029 One thing that really stands out to me 354 00:13:32,169 --> 00:13:34,910 is that within our world of customer service, 355 00:13:36,090 --> 00:13:37,690 and one of the things that we always 356 00:13:37,690 --> 00:13:39,934 focus on is that, you know, it's the 357 00:13:39,934 --> 00:13:41,535 Chick fil A model with an inside out 358 00:13:41,535 --> 00:13:44,675 approach focusing on people and growing and evolving 359 00:13:44,735 --> 00:13:46,514 great teams with the understanding 360 00:13:46,975 --> 00:13:47,475 that 361 00:13:47,855 --> 00:13:50,335 the patients or the community at at large 362 00:13:50,335 --> 00:13:51,855 will never be as big as a fan 363 00:13:51,855 --> 00:13:54,070 of your brand as your own as your 364 00:13:54,070 --> 00:13:56,870 own employees are. And because of that, the 365 00:13:56,870 --> 00:13:59,830 storytelling aspect of it and really connecting people 366 00:13:59,830 --> 00:14:01,850 to each other to provide a deeper understanding 367 00:14:01,990 --> 00:14:04,490 is is okay. But when it comes to, 368 00:14:05,190 --> 00:14:05,690 investment, 369 00:14:06,295 --> 00:14:08,535 from my perspective, it was really about the 370 00:14:08,535 --> 00:14:10,634 agentic AI journey, really 371 00:14:11,014 --> 00:14:13,195 finding ways to implement it to simplify, 372 00:14:14,134 --> 00:14:17,654 workflows and really provide additional efficiency that pay 373 00:14:17,654 --> 00:14:19,434 off in regards to patient experience. 374 00:14:19,839 --> 00:14:22,240 You know, when patients have the understanding, you 375 00:14:22,240 --> 00:14:24,799 know, and this is happening across industries, across 376 00:14:24,799 --> 00:14:25,779 service industries, 377 00:14:26,399 --> 00:14:27,940 you know, whether it be banking 378 00:14:28,480 --> 00:14:32,080 or different financial institutions, credit card companies, or 379 00:14:32,080 --> 00:14:34,404 so on and so forth. When you're contacting 380 00:14:34,544 --> 00:14:37,345 through one modality, right away, the AI is 381 00:14:37,345 --> 00:14:38,644 being leveraged to simplify 382 00:14:39,105 --> 00:14:41,125 and make sure that you are not only 383 00:14:41,184 --> 00:14:43,584 connecting with it that information in a safe 384 00:14:43,584 --> 00:14:45,985 and consistent manner, but also that it's taking 385 00:14:45,985 --> 00:14:47,845 the burden off of you and becomes ultimately 386 00:14:47,904 --> 00:14:50,360 one less thing in your day. So for 387 00:14:50,360 --> 00:14:50,860 us, 388 00:14:51,240 --> 00:14:53,879 through my lens, the investment into the AI 389 00:14:53,879 --> 00:14:54,379 space, 390 00:14:54,759 --> 00:14:58,139 and really finding ways to enhance the experience 391 00:14:58,519 --> 00:15:00,519 that all patients will have because people are 392 00:15:00,519 --> 00:15:01,340 gonna go 393 00:15:01,764 --> 00:15:02,745 to any institution, 394 00:15:03,284 --> 00:15:06,644 through any through any industry where the process 395 00:15:06,644 --> 00:15:07,304 is simple, 396 00:15:08,004 --> 00:15:09,544 favorable, and repeatable. 397 00:15:10,245 --> 00:15:12,485 So because of that, AI is something that 398 00:15:12,485 --> 00:15:14,424 plays a huge role in making that happen. 399 00:15:14,509 --> 00:15:17,970 And in in in conjunction with Erica's point 400 00:15:18,110 --> 00:15:21,070 about storytelling and investing in the people so 401 00:15:21,070 --> 00:15:23,490 that the community understands that it's not simply 402 00:15:23,789 --> 00:15:26,909 leveraging AI as a to supplant the human 403 00:15:26,909 --> 00:15:29,934 interaction, but to enhance and to complement it. 404 00:15:29,934 --> 00:15:31,934 And at its best, we are now enabled, 405 00:15:31,934 --> 00:15:33,634 just like we all do with our smartphones, 406 00:15:34,095 --> 00:15:36,595 to do more, to provide greater simplicity 407 00:15:36,975 --> 00:15:39,294 because of that partnership, because of that synergy 408 00:15:39,294 --> 00:15:40,274 between the two. 409 00:15:40,830 --> 00:15:42,290 I love that. One important 410 00:15:42,670 --> 00:15:44,910 impact that you're having on the organization when 411 00:15:44,910 --> 00:15:47,009 you're using technology and and using, 412 00:15:47,470 --> 00:15:49,870 all the different tools that you have to 413 00:15:49,870 --> 00:15:52,430 really care for patients to become smarter about 414 00:15:52,430 --> 00:15:53,230 it and then, 415 00:15:53,629 --> 00:15:55,309 truly, you know, extend that out to the 416 00:15:55,309 --> 00:15:56,370 community as well. 417 00:15:56,725 --> 00:15:58,565 Before we wrap up here, I wanted to 418 00:15:58,565 --> 00:16:00,205 ask you both, where do you see some 419 00:16:00,205 --> 00:16:02,164 of the best opportunities for growth in the 420 00:16:02,164 --> 00:16:04,245 future? And, Malik, we'd love to start with 421 00:16:04,245 --> 00:16:05,144 you on this one. 422 00:16:05,524 --> 00:16:08,004 Absolutely. So I'm gonna stay on on on 423 00:16:08,004 --> 00:16:10,424 narrative for me, and that being the technology 424 00:16:10,644 --> 00:16:12,529 aspect of it, really, because 425 00:16:12,830 --> 00:16:15,389 it's taking the workflow of today across all 426 00:16:15,389 --> 00:16:18,450 aspects of what health systems offer and simplifying 427 00:16:18,589 --> 00:16:21,070 it. So I'll use an example or, for 428 00:16:21,070 --> 00:16:24,129 instance, in our world of contact center operations, 429 00:16:24,754 --> 00:16:26,674 we are an epic shop for those who 430 00:16:26,674 --> 00:16:27,815 are listening and familiar. 431 00:16:28,195 --> 00:16:31,315 We utilize Cheer CRM and then Acdium Health 432 00:16:31,315 --> 00:16:32,455 CRM, Calabrio 433 00:16:32,914 --> 00:16:34,215 for workforce management 434 00:16:34,595 --> 00:16:38,274 and quality management, Harland's IVR, LUMA for SMS, 435 00:16:38,274 --> 00:16:39,975 and LOYO for online chatbot. 436 00:16:40,570 --> 00:16:42,490 So ultimately, we have a great deal of 437 00:16:42,490 --> 00:16:44,809 technology at our fingerprint at our fingertips, and 438 00:16:44,809 --> 00:16:46,429 that was the point of me sharing that. 439 00:16:46,490 --> 00:16:48,329 But really, it's how do we pull all 440 00:16:48,329 --> 00:16:50,509 those together to provide that comprehensive 441 00:16:51,129 --> 00:16:52,110 view of the patient 442 00:16:52,535 --> 00:16:54,774 That organizations that do that the best are 443 00:16:54,774 --> 00:16:56,315 going to be the ones that are chosen 444 00:16:56,375 --> 00:16:56,875 consistently, 445 00:16:57,175 --> 00:16:58,855 and to me, that's really the growth that 446 00:16:58,855 --> 00:17:00,875 we all wanna see. We want our organization, 447 00:17:01,495 --> 00:17:03,995 we want virtual health to be that preferred 448 00:17:04,215 --> 00:17:06,795 premier choice in in our in our region, 449 00:17:07,009 --> 00:17:09,090 and then ultimately to grow from a brand 450 00:17:09,090 --> 00:17:10,309 recognition perspective 451 00:17:10,610 --> 00:17:11,110 nationally, 452 00:17:11,730 --> 00:17:13,490 as a place that cares for people, that 453 00:17:13,490 --> 00:17:15,570 helps you get well, be well, and stay 454 00:17:15,570 --> 00:17:18,369 well. And because of that, that's the growth 455 00:17:18,369 --> 00:17:20,850 that we wanna see, and AI and leveraging 456 00:17:20,850 --> 00:17:22,470 the technology is really key. 457 00:17:23,325 --> 00:17:24,845 That makes a lot of sense. You know? 458 00:17:24,845 --> 00:17:26,845 What a a cool future that will be 459 00:17:26,845 --> 00:17:29,325 when everything comes together and and you're seeing 460 00:17:29,325 --> 00:17:30,704 so much of that work together. 461 00:17:31,164 --> 00:17:31,664 Erica, 462 00:17:31,964 --> 00:17:33,025 what would you add? 463 00:17:33,404 --> 00:17:35,804 Yeah. Building off of some of Malik's comments 464 00:17:35,804 --> 00:17:38,970 regarding technology, I believe we're gonna see continuous 465 00:17:39,269 --> 00:17:42,330 growth through the smart care facility lens. So 466 00:17:42,470 --> 00:17:42,970 organizations 467 00:17:43,350 --> 00:17:46,390 will be faced with identifying real time solutions 468 00:17:46,390 --> 00:17:49,049 for many of those challenges that we previously 469 00:17:49,190 --> 00:17:52,170 discussed, and tapping into smart technology 470 00:17:52,644 --> 00:17:54,964 is an approach to overcoming some of those 471 00:17:54,964 --> 00:17:55,464 hurdles. 472 00:17:55,845 --> 00:17:58,085 So if I was a betting woman, new 473 00:17:58,085 --> 00:18:02,005 technologies with promises of added efficiencies and cost 474 00:18:02,005 --> 00:18:02,505 benefits 475 00:18:02,884 --> 00:18:05,365 will continue to come to the market, and 476 00:18:05,365 --> 00:18:05,865 systems 477 00:18:06,259 --> 00:18:08,900 will really need to prioritize the opportunities that 478 00:18:08,900 --> 00:18:09,799 are most befitting 479 00:18:10,100 --> 00:18:10,920 further organization. 480 00:18:11,220 --> 00:18:12,759 So do you prioritize 481 00:18:13,059 --> 00:18:14,039 digital interfaces, 482 00:18:14,420 --> 00:18:17,380 or is it use of artificial intelligence, EMR 483 00:18:17,380 --> 00:18:17,880 integrations? 484 00:18:18,420 --> 00:18:20,259 I don't think it's a one size fits 485 00:18:20,259 --> 00:18:23,494 all answer. And I also see this as 486 00:18:23,494 --> 00:18:26,554 an evolution and not something that can necessarily 487 00:18:26,694 --> 00:18:28,075 be turned on overnight. 488 00:18:28,535 --> 00:18:30,615 So the same way that, you know, every 489 00:18:30,615 --> 00:18:33,515 new construction project starts with a solid foundation 490 00:18:33,654 --> 00:18:34,154 before 491 00:18:34,509 --> 00:18:37,069 moving on to building floors and installing windows 492 00:18:37,069 --> 00:18:39,869 and adding paint. That's the same way Vertu 493 00:18:39,869 --> 00:18:43,329 is really approaching our smart care journey because 494 00:18:43,630 --> 00:18:45,089 without that solid foundation, 495 00:18:45,470 --> 00:18:47,710 that's where the potential for risk really creeps 496 00:18:47,710 --> 00:18:48,210 in. 497 00:18:49,065 --> 00:18:52,024 Absolutely. That makes a lot of sense. Erica, 498 00:18:52,024 --> 00:18:53,384 Molly, thank you so much for joining us 499 00:18:53,384 --> 00:18:54,984 on the podcast today. This has been such 500 00:18:54,984 --> 00:18:56,984 a fascinating conversation, and I look forward to 501 00:18:56,984 --> 00:18:59,304 connecting with you both again soon. Absolutely. Thank 502 00:18:59,304 --> 00:18:59,804 you.