Evernorth brings the power of wonder and relentless
innovation to create world class pharmacy care and
benefit solutions. Our connected health services make the
treatment, prediction, and prevention of health care's most
complex conditions
easier and more accessible as we drive organizations
and people forward. Ever North Home Based Care
provides value based care that helps patients with
multiple chronic conditions
and social determinant of health barriers get the
care they need and the personalized experience they
deserve. We serve patients who struggle to navigate
the health care system by bringing high quality
primary
and preventative care services to the home. By
providing clinical care and support services that provide
whole person care, we improve health equity, access,
and outcomes for the populations we serve.
Hello, and welcome to the Becker's Healthcare podcast.
I'm joined today by Erin Henderson Moore, president
and CEO of Fidelis Care. Erin, welcome to
the show. And, can you please tell us
a little bit about your background and what
your role at your organization is? Yeah. Hey,
everyone.
Like he said, my name is Erin Henderson
Moore, and I'm the president and CEO of
Fidelis Care New Jersey.
We serve a 150,000
people across the state of New Jersey. That
includes our Medicaid business, our Medicare business, and
our marketplace business.
And it is a wholly owned subsidiary of
Centene Corporation.
What's exciting about Centene Corporation and Fidelis Care
is that we serve 1 in 15 individuals
across the United States through our government services
platform.
From improving member experience and expanding value based
care to controlling costs,
Executives in the payer space have ambitious growth
goals for the rest of the year and
in next year.
As president and CEO, what is your top
priority,
and, how are you planning to get there?
Yes. I have 5 priorities that I'm really
focused on. One of my top priorities is
definitely growth.
Besides growth, one of my top other priorities
really focus on our external reputation,
quality, and member experience.
The reason these are really important is that
without all of those, you're not gonna grow
in a way that is meaningful and that
drives down disparities and really focuses on health
equity. So, you know,
one of those things that we're seeing coming
out of the pandemic is that people are
sicker and that they are using health care
services at a much higher rate. And so
really focusing on making sure that we can
do all that we can to connect people
with both health care, but also social care
to meet their needs.
At the industry level, what would you say
are the biggest barriers to effectively serving and
engaging members?
And what opportunities are there for large scale
improvements? And and what are you doing in
your organization to address these with your current
strategies?
Well, one is really the rates and understanding
about how that we think about health care
curve services in the Medicaid space. So what
we're seeing in that is coming out of
the pandemic
that members are sicker. And so that we
there's really working with our state partners to
figure out how do you really pay us
appropriately so that we can care for those
people. So that's just an ongoing
learning curve that we're really talking about. This
is a never seen before situation that we're
really looking at. So that's one. The second
is really how do we think about doing
more with less so that we can be
more community oriented
to continue to focus on how do we
reach members where they are
to drive health care literacy and to drive
engagement with the health care system in a
different way because traditional ways are not working.
And so, you know, you'll see that across
the industry are really how do we partner
and work as a convener to drive,
systemic change.
So, you know, technology in the healthcare space
is rapidly evolving.
How is it kind of currently playing a
role in your organization's growth strategies? And do
you have any examples you can share?
Yeah. One of the things that we're really
proud of is leveraging AI in a different
way to give us more information about our
members. Because you know, one of the things
that managed care organizations have are we have
a lot of data. We don't always know
how to what to do with all that
data and how do we use that to
help predict and help support our members across
their journey.
So, you know, we use we're leveraging AI
as a tool in our toolbox to really
spur and help growth. But, also, do we
have the right providers in our network? Do
we have the right point solutions?
Are we thinking about, you know, making sure
that all of the interactions with our health
plan
are appropriate and are used in the most
efficient and effective way possible. So we're really
excited about that. Typically, you know, AI has
been a scary thing of, like, how do
we prevent people? But we just think it's
a really interesting way in our toolbox
to drive innovation at the local level.
One of the things I I am hearing
pretty frequently is how excited people are about
all the new technologies out there. Mhmm. Is
there anything that really jumps out to you
that you're particularly excited about when it comes
to technology and how it can improve, your
your member's experience?
Yeah. I mean, I would say, again,
I will techno there's a lot of them
out there. And so I I lump them
as, like, yes, technology is
exciting, and it is a solution for some
but not for all. I think health care
is so local,
and and I really think it's member to
member, kind of like voting. Right? You gotta
knock on doors and get people out and
engage and talk to them in the community
and leverage community health workers. So, yeah,
I am excited about a lot of the
point solutions that we're evaluating. And when I
mean that, it's all the different vendors out
there. But what I'm most excited about is
how do we, as a healthcare organization,
really tie all those together to really focus
on member experience.
I love that. I love that. And with
your experience,
you know, especially with as rapidly as the
health care landscape is changing,
what would you say are your, you know,
maybe top one or two pieces of advice
for other other leaders in the health care
space?
Yeah. That's a really good question. The first
one is do not forget the member.
You know, a lot of times we can
focus on profits. We can focus on point
solutions. We can focus on digital. There's a
lot of there's a lot of things that
we can focus on in the shiny things.
But the end of the day, it's a
person centered business. And so that when we
move away from that, we've lost sight of
really our most important customer.
So one of the things that we do
in in meetings and in town halls and
different things in our local organization is we
always start with a member story.
We spend a lot of time tracing how
the member journeys through our internal health plan
and where that we can change operations to
focus back to the member.
And then the bells and whistles are just
an an addition. You know, again, a tool
in our toolbox with something shiny, and they
add to the member experience. But sometimes it's
just, does your call center work? Mhmm. Can
are we speaking our does our team speak
in the correct languages? Those simple things like
that.
So that that's one of the things that
I've been really focused on and really changing
my mindset and and encouraging my team to
do the same to make sure that we
have that we're grounded in the member experience.
I really like that that that focus on
the people as opposed to that overreliance on
technology. I think I think that's important.
Erica, I really appreciate you joining us today.
But before I let you go, do you
have any final thoughts you'd like to leave
with our listeners?
Yes. I would say that this is a
really exciting time to be in health care
and especially in government sponsored health care. I
would encourage everybody to not forget that Medicaid
is,
you know, pays for more births across this
country than any other payer. And that one
in you know, more than 1 in 15
individuals are on Medicaid. And that this is
really the backbone
of really a healthy society and a society
that we really wanna can see continue to
do transformative
things across the country. So I would say
that stay tuned. This is a super exciting
time, and I'm excited to see how it
continues to evolve. Right. Thank you again for
joining us today on the Becker Self Care
Podcast, and you have a lovely rest of
your day. Thank you. My pleasure.