This is Laura Diet with the Becker Health
care podcast. I'm thrilled today to be joined
by Joanne and Mi, Coo of Banner.
Joanne is a pleasure to have you on
the podcast today.
Thank you. Thanks for having me.
Now I'm really looking forward to our discussion
and and learning more about what Banner Ae
is doing currently and how you're thinking about
the future. Before we dive in, can you
tell me a little bit more about yourself
in your background?
Sure.
As you mentioned, I'm by operating officer for
Banner Ae and,
Banner Ae,
for those who aren't familiar. It is a
health plan that is a joint venture.
A 50 50 joint venture between Ae and
Banner Health.
I have extensive background in the health insurance
industry
I actually worked
for, couple decades for Ae
in my earlier career,
and
really,
you know, saw a lot of of, difficulties
and and changes in the health health care
and health
insurance industry. And when I had this opportunity
to join Banner Ae back about 6 and
a half years ago,
the the thing that really appealed to me
and why I joined the company
is, the goal of transforming health care and
and simplifying and making things easier and better
for,
members and patients. And
so that's what I've really been primarily spending
the last 6 and a half years working
on at Banner ae and I think it's
been very exciting,
more so than just traditional health insurance.
And
and really working on creating some some
differentiation.
That's great to hear. You know, really exciting
to think about possibilities in the future of
health care and the really interesting and cool
things that you've been able to do at
banner.
Now from your perspective, what are some of
the big trends and headwind that you're following
right now?
There's there's a lot on on both. Obviously,
we're following the same trends everyone else is
1 thing that I think we see a
little closer because of our relationship with the,
our health system owner
is
the increase that health systems
are investing in
operational
transformation is what I'll call it.
In in a way, we haven't seen prioritized
before. So, you know, typically, those investments are
around care delivery and and, the actual patient
care clinically.
We're seeing a lot more investments not not
just from our parent company, but across the
board
in technology,
to improve that patient and member experience,
with all of their interactions with the health
system.
And I think that's a really positive thing,
and I'm excited to see what that will
do with
you know, there's Ai as part of that.
Right? A lot of opportunities with Ai, another
trend.
But
you know,
integrating the Emr interactions with other data sources
to really
understand
what the patient is looking for and to
really have the ability
to direct and help that patient with the
question. So I'm I'm excited about where that
trend is going and I'm excited that there's
such AAA
focus on on that
transformation in a health systems
across the board.
So that would be 1, I think in
an exciting trend. I mentioned Ai.
Obviously, that's exciting across all areas.
Of care and beyond
to see where that's gonna go and how
that's gonna improve
things for
patients and and and
simplify
the administrative burden
that that everyone has in the health system.
So those are kind of some
trends, I think, that are exciting.
Headwind,
we always have plenty of those, Of course,
I think 1 that's that's definitely a trend.
That as a health
insurer is the
adoption and expansion of Gl ones
for weight loss.
And you know,
really,
everyone's trying to get their arms around the
best way to handle this for the,
appropriate
outcomes for members with keeping costs so that
premiums don't go up as more utilization of
these drugs happen. So
that's something that we're very focused on and
trying to understand as much as we can
with our clinical partners as well as the
health
insurer side.
And then I think another headwind. So we
we're I think 3 years
into
participating in the federal,
marketplace
for individuals.
And
you know, we've seen
incredible growth as the industry has in that
membership,
and there are some enhanced federal subsidies
for that individual marketplace for,
participants and and individuals and families
that are set to expire in 20 25.
So, you know, that's something that could create
some affordability issues for some individuals, and,
you know, it's something that we're very focused
on really trying keep things as affordable as
possible.
I I could go on and on on
headwind, but, I think those are some of
the key ones we're focused on.
That's fascinating to here. And definitely, you know,
a lot to consider and think about when
you're looking at
some of the federal updates and policy updates,
then as well,
just really, you know,
cool
to note some of the things that you
had mentioned on the patient experience side as
well in corporate technology and making investments
to improve that. From your perspective, when you
look at,
you know, some of the ways that patients
are
interacting with health care today. Are there any,
I guess,
things you've noticed or or trends that have
been different from in the past on on
how patients are
experiencing health care or or where they really,
want their experience to be better.
Yes. I think, you know, just like in
every other industry, they're looking for transparency.
You know, traditionally in health care, you'd go
to the doctor, you'd go to a facility,
and they would tell you this is what
we're doing in and,
you'll find out later what it's gonna cost.
Just again, like, all industries where we can
go online and you can book a flight
or you a hotel and, you know exactly
what's nothing's is gonna cost. You go to,
online retailers.
Patients are wanting, more trans transparency around costs
and around auctions.
And
that's something that we're very focused on at
Banner Ae and working with banner health.
On making that available for members creating
concierge
assistance for our members that goes beyond
call us when you have a question, but
to really help walk them through
clinical
complexities that they may be dealing with and
helping them under stand questions to ask their
their doctor about conditions and things like that.
So III do think that that transparency is
something that will continue
to be
a need
and an expectation in this,
the health care industry like it has become
others.
What's great to hear, You know, and and
really appreciate those those additional insights. Now I'm
wondering when you do look into the future,
how are you thinking about growth in development
at Banner ae.
So at Banner Ae,
the products that we
deliver are health care only,
medical only.
And,
commercial, so employer based plans as well as
individuals. So we're not into Medicaid. We're not
in
Medicare
at this point. So we really are focused
on those
2 the commercial employer
plans as well as individual.
And
what what we're thinking about and especially
visible in the individual marketplace
is ways to improve
member experience and make things easier
for members to interact with us and with
their healthcare care system when they need to
use their benefits.
So,
those are the things that we really
for investing in at this point is improving
how members view us and view the health
system.
And we think that we can grow
by becoming that trusted health care partner
that's there to help them through whatever journey.
They're going through. Whether it's a a chronic,
an acute or a just, you know, I
wanna live healthier kind of situation.
That's great to hear it. And definitely, you
know, I'm just fascinating to have all of
these different opportunities now to
explore ways that, you know, you can treat
the whole person and and really integrate all
the care into 1 space that seems like
it would be ideal in
fascinating
way that we're seeing healthcare care just continue
to grow and improve.
Before we wrap up here, I'm wondering, can
you tell me about a project or initiative
from the last year that really yielded the
best results.
The work Sure. So we we've had a
few initiatives and and I'll dress amber experience
standpoint because as I mentioned that is where
we're really focused on making us the preferred
carrier for members.
We've made changes to our prior auth
outreach
that has a significantly
decreased denial rates
and appeal rates for our members, so we're
really happy about how that's worked out.
We have
created
for our members
an enhanced onboarding
approach where new members that come on to
our plan instead of waiting for them and
giving them permission saying call us if you
have any questions.
We're actually reaching out to new subscribers,
a live person by telephone
to ask them if we can help them
with the 3 things that our new members
sometimes,
get hung up on and that would be,
you know, is my provider in their network.
And if they're not, not knowing that until
you go is a big deal. So Second
1 is around, pharmaceuticals.
And what... How their prescriptions are covered. And
then the third 1 any kind of transition
of care if they're in the middle of
some complex treatment.
So we have seen
incredible responses
from members that, you know, wow. I can't
believe somebody actually called me to help me
with this. And, it also just, you know,
starts things off on the right foot with
new members.
So, those are a couple things that we've
done in the last year that have provided
some very positive results for us.
That's fantastic to hear. And and really, some
great examples. Thank you Joanne so much for
sharing that with us and and being here
on the podcast today. I really appreciate your
perspective, and I look forward to connecting for
you again soon.
Thank you, Laura. I appreciate it.