1 00:00:00,080 --> 00:00:02,080 Hello, everyone. This is Jacob Emerson with the 2 00:00:02,080 --> 00:00:05,120 Becker's Payer Issues podcast. Thrilled today to be 3 00:00:05,120 --> 00:00:06,740 joined by two special guests. 4 00:00:07,040 --> 00:00:10,320 Rona Lee is SCAN Group's chief development officer, 5 00:00:10,320 --> 00:00:13,199 and Rob Scruggs is SCAN Group's chief digital 6 00:00:13,199 --> 00:00:15,405 officer. Rona, Rob, thank you so much for 7 00:00:15,405 --> 00:00:16,685 taking the time to be with me on 8 00:00:16,685 --> 00:00:17,664 the podcast today. 9 00:00:18,125 --> 00:00:19,164 Well, thanks for having us. Thank you for 10 00:00:19,164 --> 00:00:21,804 having us. Yeah. And before we dive into 11 00:00:21,804 --> 00:00:23,725 everything we wanna talk with you both about, 12 00:00:23,725 --> 00:00:25,164 Rona, can you tell us a little bit 13 00:00:25,164 --> 00:00:27,929 more about yourself, your background in health care, 14 00:00:27,929 --> 00:00:29,869 and what it is that you're doing today 15 00:00:29,929 --> 00:00:30,910 at SCAN Group? 16 00:00:31,769 --> 00:00:32,590 Yeah. Sure. 17 00:00:33,049 --> 00:00:36,030 I currently serve as the chief corporate development 18 00:00:36,090 --> 00:00:37,469 officer here at SCAN, 19 00:00:37,929 --> 00:00:41,549 where I oversee our portfolio of diversified assets, 20 00:00:42,045 --> 00:00:44,765 as well as investments, joint ventures, and other 21 00:00:44,765 --> 00:00:46,625 partnerships that we might do. 22 00:00:47,725 --> 00:00:49,564 I like to joke that I started my 23 00:00:49,564 --> 00:00:52,604 health career when the first episode of Grey's 24 00:00:52,604 --> 00:00:54,524 Anatomy came out and ended in my high 25 00:00:54,524 --> 00:00:55,744 school chemistry class. 26 00:00:56,204 --> 00:00:58,859 But, truthfully, it started when my grandfather was 27 00:00:58,859 --> 00:01:01,020 diagnosed with liver cancer, and it made me 28 00:01:01,020 --> 00:01:02,859 wonder how I could make an impact in 29 00:01:02,859 --> 00:01:04,799 the future to make someone else's 30 00:01:05,579 --> 00:01:07,900 family's life a little bit better through either 31 00:01:07,900 --> 00:01:09,840 preventative care or early diagnosis 32 00:01:10,655 --> 00:01:12,734 or otherwise. And so that took the shape 33 00:01:12,734 --> 00:01:15,215 of Rold and Finance to start and eventually 34 00:01:15,215 --> 00:01:17,694 evolved to venture building and investing over time 35 00:01:17,694 --> 00:01:19,234 before joining SCAN. 36 00:01:20,015 --> 00:01:22,114 Thanks, Rona and Rob. How about you? 37 00:01:22,655 --> 00:01:23,395 Thanks, Jacob. 38 00:01:24,015 --> 00:01:24,915 Yeah. I 39 00:01:25,469 --> 00:01:27,870 serve as the chief digital officer here at 40 00:01:27,870 --> 00:01:29,810 Scan. And I think in simplest terms, 41 00:01:30,510 --> 00:01:33,549 I characterize it as I oversee our digital 42 00:01:33,549 --> 00:01:36,510 strategy and road map, really driving consumer like 43 00:01:36,510 --> 00:01:37,010 experiences 44 00:01:37,310 --> 00:01:38,770 that we use to leverage, 45 00:01:39,994 --> 00:01:40,814 you know, 46 00:01:41,354 --> 00:01:44,394 in leading technologies and enhancing our member journey 47 00:01:44,394 --> 00:01:45,295 to streamlining 48 00:01:45,754 --> 00:01:48,954 operational efficiencies and driving organizational growth through this 49 00:01:48,954 --> 00:01:51,435 channel, really leaning into this channel in new 50 00:01:51,435 --> 00:01:53,435 and differentiated ways that we haven't in the 51 00:01:53,435 --> 00:01:55,950 past as both a lever for our business 52 00:01:55,950 --> 00:01:57,329 as well as for driving 53 00:01:57,709 --> 00:01:59,729 better member experiences and and 54 00:02:00,030 --> 00:02:02,209 have about 20, 55 00:02:02,829 --> 00:02:06,109 in the channel leading digital transformation efforts across 56 00:02:06,109 --> 00:02:09,115 different industries like financial services and retail, 57 00:02:09,974 --> 00:02:11,115 consulting and entertainment. 58 00:02:11,415 --> 00:02:13,895 Like Rona, my journey was a little personal 59 00:02:13,895 --> 00:02:16,215 to arrive at health care with that type 60 00:02:16,215 --> 00:02:16,875 of experience. 61 00:02:17,335 --> 00:02:20,555 My passion was really trying to apply 62 00:02:20,935 --> 00:02:23,400 what I could from a a digital standpoint 63 00:02:23,539 --> 00:02:25,560 to helping fix health care. 64 00:02:26,500 --> 00:02:28,659 Fantastic. Well, we both we really appreciate you 65 00:02:28,659 --> 00:02:30,579 both taking the time to sit down with 66 00:02:30,579 --> 00:02:32,579 us. And I wanted to get started by 67 00:02:32,579 --> 00:02:35,995 talking about Scan Group making its tenth investment 68 00:02:36,215 --> 00:02:39,014 into the league platform, which, as I understand, 69 00:02:39,014 --> 00:02:41,175 is going to help the company and the 70 00:02:41,175 --> 00:02:43,275 health plan digitize and personalize 71 00:02:43,735 --> 00:02:44,794 member experiences. 72 00:02:45,094 --> 00:02:46,935 And that includes the launch of the Scan 73 00:02:46,935 --> 00:02:49,289 member portal this coming spring and then followed 74 00:02:49,289 --> 00:02:51,770 by a new member app this coming summer. 75 00:02:51,770 --> 00:02:54,169 So, Rob, what were some of the specific 76 00:02:54,169 --> 00:02:57,209 member needs or pain points that you have 77 00:02:57,209 --> 00:03:00,430 been seeing, are seeing across across your members 78 00:03:00,489 --> 00:03:02,810 that you're really hoping to address through this 79 00:03:02,810 --> 00:03:03,949 mobile first experience? 80 00:03:04,405 --> 00:03:05,864 And how does the League platform 81 00:03:06,164 --> 00:03:07,144 help to meet those 82 00:03:07,604 --> 00:03:09,685 goals? Yeah. Thanks, Jacob. I I look. I'd 83 00:03:09,685 --> 00:03:10,504 start with 84 00:03:10,805 --> 00:03:13,284 you know, Scan has partnered with League to 85 00:03:13,284 --> 00:03:14,424 help us take, 86 00:03:14,965 --> 00:03:16,025 at a high level, 87 00:03:16,485 --> 00:03:17,544 a more connected 88 00:03:17,849 --> 00:03:21,710 ecosystem approach in delivering against our digital engagement 89 00:03:21,770 --> 00:03:23,930 strategy and moving to a more consumer like 90 00:03:23,930 --> 00:03:26,810 experience. And with respect to solving for those 91 00:03:26,810 --> 00:03:28,729 member pain points, I'd say there's three key 92 00:03:28,729 --> 00:03:30,509 areas of focus for us, 93 00:03:31,275 --> 00:03:31,775 personalization, 94 00:03:32,314 --> 00:03:33,534 access, and self-service. 95 00:03:33,914 --> 00:03:36,175 So, you know, it's our intent to 96 00:03:36,875 --> 00:03:39,614 drive a much more personalized member experience, 97 00:03:40,474 --> 00:03:44,254 also provide easier access to critical care information 98 00:03:44,314 --> 00:03:46,254 and relative educational content, 99 00:03:46,889 --> 00:03:48,510 and also really amplifying, 100 00:03:49,449 --> 00:03:51,230 more easy to use self-service 101 00:03:51,689 --> 00:03:54,510 features that help manage a member's care journey. 102 00:03:55,689 --> 00:03:58,330 Ultimately, though, we're looking to drive better outcomes 103 00:03:58,330 --> 00:04:00,830 with an experience that improves member satisfaction 104 00:04:01,290 --> 00:04:01,784 with, 105 00:04:02,585 --> 00:04:04,745 you know, through this channel that better supports 106 00:04:04,745 --> 00:04:06,685 members throughout their care journey. 107 00:04:07,305 --> 00:04:10,365 It improves in member education around health conditions 108 00:04:10,905 --> 00:04:13,625 and overall benefits usage. It should make it 109 00:04:13,625 --> 00:04:16,024 easier for members to access the services and 110 00:04:16,024 --> 00:04:17,404 support that they so 111 00:04:17,740 --> 00:04:20,779 critically need from SCAN with things like easier 112 00:04:20,779 --> 00:04:21,279 navigation, 113 00:04:21,899 --> 00:04:22,639 more intuitive, 114 00:04:23,500 --> 00:04:25,199 content, and more meaningful 115 00:04:25,500 --> 00:04:28,060 benefits explanations, and, you know, and we also 116 00:04:28,060 --> 00:04:29,680 provide content in multiple languages. 117 00:04:30,795 --> 00:04:32,555 So we're we're trying to make it easier 118 00:04:32,555 --> 00:04:35,035 for members to engage and stay connected throughout 119 00:04:35,035 --> 00:04:37,915 this process, throughout their their their journey, their 120 00:04:37,915 --> 00:04:38,814 health care journey. 121 00:04:39,675 --> 00:04:42,634 And, also, we provide opportunities for them to 122 00:04:42,634 --> 00:04:45,300 connect, more seamlessly with our member service teams. 123 00:04:45,459 --> 00:04:47,319 You know, this is an omnichannel experience, 124 00:04:48,339 --> 00:04:50,019 and so we wanna make it easy on 125 00:04:50,019 --> 00:04:52,180 the member when they may have a higher 126 00:04:52,180 --> 00:04:53,720 touch support need. 127 00:04:54,099 --> 00:04:56,259 Our objective is really to drive a better 128 00:04:56,259 --> 00:04:59,754 experience that connects these touch points more seamlessly 129 00:04:59,814 --> 00:05:02,714 across the omni omnichannel health experience 130 00:05:03,095 --> 00:05:04,394 because it is omnichannel, 131 00:05:05,014 --> 00:05:07,654 and provides a more holistic view into the 132 00:05:07,654 --> 00:05:10,535 member's overall health journey, but focus squarely on 133 00:05:10,535 --> 00:05:12,794 that support and access for them. 134 00:05:13,300 --> 00:05:15,060 Absolutely. And then, Rob, you mentioned this is 135 00:05:15,060 --> 00:05:17,000 all about making and improving, 136 00:05:17,860 --> 00:05:20,420 members' health outcomes. So can you expand a 137 00:05:20,420 --> 00:05:22,420 bit on some of the key features of 138 00:05:22,420 --> 00:05:24,900 the new scan member app and and how 139 00:05:24,900 --> 00:05:27,394 they are going to be aiming to improve 140 00:05:27,534 --> 00:05:29,615 those outcomes for your members, particularly when it 141 00:05:29,615 --> 00:05:31,615 comes to what you mentioned with better health 142 00:05:31,615 --> 00:05:33,634 engagement and managing their benefits. 143 00:05:34,334 --> 00:05:37,134 Sure. Sure. And we've really taken the time 144 00:05:37,134 --> 00:05:38,970 to shape the experience around 145 00:05:40,230 --> 00:05:43,350 the most frequently used tasks and behaviors that 146 00:05:43,350 --> 00:05:45,509 we see from members to ensure that we're 147 00:05:45,509 --> 00:05:48,490 solving for those top use cases. And so 148 00:05:48,710 --> 00:05:50,470 both the, you know, the portal and the 149 00:05:50,470 --> 00:05:53,024 app have been designed to drive stickiness and 150 00:05:53,024 --> 00:05:55,345 pull folks into that ecosystem and drive more 151 00:05:55,345 --> 00:05:57,904 engagement with the member through things like health 152 00:05:57,904 --> 00:06:00,305 journeys and the health journeys experience that we're 153 00:06:00,305 --> 00:06:01,764 launching, which is an orchestrated 154 00:06:02,305 --> 00:06:05,584 series of next best actions, including scans health 155 00:06:05,584 --> 00:06:06,404 risk assessment 156 00:06:06,750 --> 00:06:07,970 that users can, 157 00:06:08,509 --> 00:06:12,110 leverage to shape their specific health journey. For 158 00:06:12,110 --> 00:06:14,110 example, you know, here, a health journey is 159 00:06:14,110 --> 00:06:16,430 a series of data driven, you know, data 160 00:06:16,430 --> 00:06:18,129 driven preventative actions 161 00:06:18,589 --> 00:06:21,389 that SCAN determines for each member based on 162 00:06:21,389 --> 00:06:22,485 the data we have 163 00:06:23,044 --> 00:06:24,644 for them, which is an you know, an 164 00:06:24,644 --> 00:06:27,444 experience presents in a more engaging way based 165 00:06:27,444 --> 00:06:29,444 on that data and how we're using that 166 00:06:29,444 --> 00:06:30,104 to translate, 167 00:06:30,485 --> 00:06:32,724 you know, an experience more personalized for them 168 00:06:32,724 --> 00:06:35,764 and the goal being to to to drive 169 00:06:35,764 --> 00:06:38,160 an experience in a more personalized way that 170 00:06:38,160 --> 00:06:40,560 meets the most important needs for that particular 171 00:06:40,560 --> 00:06:43,540 member to help close those identified care gaps. 172 00:06:44,319 --> 00:06:46,079 And, you know, we're using data to motivate 173 00:06:46,079 --> 00:06:48,319 users in a way that's relevant to them, 174 00:06:48,319 --> 00:06:50,560 focusing on what's meaningful or important to them 175 00:06:50,560 --> 00:06:53,354 in their particular health journey, like tying health 176 00:06:53,654 --> 00:06:56,055 outcomes to leading a more active lifestyle with 177 00:06:56,055 --> 00:06:57,034 friends and family. 178 00:06:57,574 --> 00:07:00,134 I think understanding your benefits is also key 179 00:07:00,134 --> 00:07:03,115 to driving more successful outcomes, and we're providing 180 00:07:03,175 --> 00:07:06,055 easier access to navigate a member's benefits with 181 00:07:06,055 --> 00:07:08,990 a more simplified view of cost and coverage 182 00:07:09,050 --> 00:07:09,550 details. 183 00:07:10,089 --> 00:07:12,990 We've added key self-service features that include 184 00:07:13,449 --> 00:07:16,250 easier access to ID card management and access 185 00:07:16,250 --> 00:07:19,370 to key documents anywhere like EOB statements and 186 00:07:19,370 --> 00:07:22,394 bills. We also offer, you know, prescription management 187 00:07:22,615 --> 00:07:25,754 where members can more easily track their prescriptions 188 00:07:25,814 --> 00:07:27,834 and medication adherence status. 189 00:07:28,455 --> 00:07:30,634 We're also looking at, you know, 190 00:07:31,254 --> 00:07:32,634 providing a health dashboard 191 00:07:33,254 --> 00:07:36,150 where members can capture key key health metrics 192 00:07:36,850 --> 00:07:39,330 around personal health data for things like blood 193 00:07:39,330 --> 00:07:42,210 pressure or BMI or other health attributes and 194 00:07:42,210 --> 00:07:44,470 track those in a consolidated view, consolidated 195 00:07:45,009 --> 00:07:45,509 dashboard. 196 00:07:45,970 --> 00:07:47,730 We also have, you know, what we're calling 197 00:07:47,730 --> 00:07:49,189 a get care feature, 198 00:07:49,615 --> 00:07:52,974 which enables members to access and interact directly 199 00:07:52,974 --> 00:07:55,294 with their care and support teams to better 200 00:07:55,294 --> 00:07:55,794 understand 201 00:07:56,254 --> 00:07:58,735 and give them confidence in what their care 202 00:07:58,735 --> 00:07:59,634 options are. 203 00:08:00,495 --> 00:08:02,094 Wow. So it sounds like based off everything 204 00:08:02,094 --> 00:08:03,294 you just said, Rob, this is going to 205 00:08:03,294 --> 00:08:04,354 be a very transformative 206 00:08:04,735 --> 00:08:05,069 offering 207 00:08:08,910 --> 00:08:11,949 Rona Skin has made several strategic investments in 208 00:08:11,949 --> 00:08:14,370 innovative tech companies in the last few years. 209 00:08:15,069 --> 00:08:17,250 So how does this partnership with League specifically 210 00:08:17,389 --> 00:08:20,189 fit into the company's broader vision for using 211 00:08:20,189 --> 00:08:22,875 tech to improve health care for for your 212 00:08:22,875 --> 00:08:23,375 members? 213 00:08:24,555 --> 00:08:25,935 Yeah. That's a great question. 214 00:08:26,475 --> 00:08:30,235 I think SCAN's partnership with League really is 215 00:08:30,235 --> 00:08:32,875 rooted in our commitment to listening to our 216 00:08:32,875 --> 00:08:35,455 members and adapting to their evolving preferences. 217 00:08:36,329 --> 00:08:38,009 I mean, we've been doing that since our 218 00:08:38,009 --> 00:08:38,509 inception. 219 00:08:39,289 --> 00:08:39,789 We 220 00:08:40,169 --> 00:08:42,889 are proud of having translated these tailored patient 221 00:08:42,889 --> 00:08:46,089 needs into population specific health plans. We launched 222 00:08:46,089 --> 00:08:48,569 the industry's first semi product for women and 223 00:08:48,569 --> 00:08:49,230 the LGBTQ 224 00:08:49,610 --> 00:08:50,350 plus population. 225 00:08:50,934 --> 00:08:53,175 We've also had a fantastic cohort of seniors 226 00:08:53,175 --> 00:08:55,274 in the community join us as peer advocates 227 00:08:55,415 --> 00:08:58,455 to support their peers navigating the MA and 228 00:08:58,455 --> 00:08:59,995 aging journey along the way. 229 00:09:00,375 --> 00:09:02,615 And this partnership with League is just a 230 00:09:02,615 --> 00:09:03,835 reflection of 231 00:09:04,295 --> 00:09:06,929 how we believe that, you know, keeping the 232 00:09:06,929 --> 00:09:09,350 member at the center of the mission is 233 00:09:09,490 --> 00:09:11,750 critical to everything that we do every day, 234 00:09:12,049 --> 00:09:13,730 and this is just enabling us to do 235 00:09:13,730 --> 00:09:16,309 it in a more digital first and personalized 236 00:09:16,370 --> 00:09:16,870 way. 237 00:09:17,970 --> 00:09:20,824 I mean, I'm sure these statistics aren't new 238 00:09:20,824 --> 00:09:23,304 to people, but smartphone adoption among older adults 239 00:09:23,304 --> 00:09:25,384 have doubled in the past ten years, and 240 00:09:25,384 --> 00:09:26,264 66% 241 00:09:26,264 --> 00:09:28,504 of older adults are using technology in all 242 00:09:28,504 --> 00:09:30,504 different sorts of ways to simplify their daily 243 00:09:30,504 --> 00:09:30,870 life. 244 00:09:31,350 --> 00:09:33,690 This is very different from the MA population 245 00:09:33,830 --> 00:09:35,450 a decade ago. And so 246 00:09:35,830 --> 00:09:37,429 being able to work with the league are 247 00:09:37,429 --> 00:09:39,589 allowing is allowing us to meet seniors where 248 00:09:39,589 --> 00:09:41,909 they are by delivering a mobile first and 249 00:09:41,909 --> 00:09:44,970 personalized healthcare experience that they're expecting from healthcare 250 00:09:45,350 --> 00:09:46,250 payers today. 251 00:09:46,625 --> 00:09:48,865 And at the same time, this allows us 252 00:09:48,865 --> 00:09:51,204 to remain more focused on the human touch 253 00:09:51,584 --> 00:09:54,065 and empowering our teams at every touch point 254 00:09:54,065 --> 00:09:56,725 with these seniors to build more meaningful connections 255 00:09:56,865 --> 00:09:58,565 to support their health and independence. 256 00:09:59,850 --> 00:10:01,210 And such a good point that you just 257 00:10:01,210 --> 00:10:04,190 mentioned there, Rona, that digital engagement amongst seniors 258 00:10:04,250 --> 00:10:05,629 has really grown exponentially 259 00:10:06,250 --> 00:10:08,409 over the last decade. I think the natural 260 00:10:08,409 --> 00:10:10,009 follow-up question there is, how do you see 261 00:10:10,009 --> 00:10:11,690 the role of the portal and the app 262 00:10:11,690 --> 00:10:12,589 then evolving 263 00:10:12,889 --> 00:10:14,429 over the next few years? 264 00:10:16,215 --> 00:10:17,674 So that was a big question. 265 00:10:18,295 --> 00:10:18,795 Rob, 266 00:10:19,335 --> 00:10:21,575 I'm sure you have thoughts too. And we're 267 00:10:21,575 --> 00:10:23,415 we're used to not being able to read 268 00:10:23,415 --> 00:10:25,514 perfectly into a crystal ball, but, 269 00:10:26,375 --> 00:10:27,835 I think that the 270 00:10:28,659 --> 00:10:31,059 the the only thing constant in health care 271 00:10:31,059 --> 00:10:33,320 and consumer preferences is change. 272 00:10:34,259 --> 00:10:36,840 I think that the more that we can 273 00:10:36,980 --> 00:10:39,399 get to an n of one to understand 274 00:10:39,779 --> 00:10:41,720 what people need and, 275 00:10:42,575 --> 00:10:44,195 you know, what exactly 276 00:10:44,654 --> 00:10:46,754 their health care needs are, 277 00:10:47,134 --> 00:10:49,235 how they want us to engage with them, 278 00:10:50,014 --> 00:10:53,214 how do we empower our agents and people 279 00:10:53,214 --> 00:10:55,475 with the next best action to actually 280 00:10:57,000 --> 00:10:57,500 preempt 281 00:10:57,960 --> 00:11:00,620 what consumers actually may need in this situation. 282 00:11:02,919 --> 00:11:04,759 Those are all things that we can we 283 00:11:04,759 --> 00:11:05,740 see very applicable 284 00:11:06,200 --> 00:11:08,440 ways this to evolve in the next few 285 00:11:08,440 --> 00:11:08,940 years. 286 00:11:09,320 --> 00:11:10,860 Yeah. And I I'll I'll just 287 00:11:11,174 --> 00:11:13,134 echo that and and build that. Look. There 288 00:11:13,254 --> 00:11:16,134 there's no question that we are dealing with 289 00:11:16,134 --> 00:11:19,575 the incredibly engaged digitally engaged audience. I mean, 290 00:11:19,575 --> 00:11:20,554 when you think about 291 00:11:21,174 --> 00:11:23,975 the the generation that created the Internet is 292 00:11:23,975 --> 00:11:24,875 now our audience. 293 00:11:25,409 --> 00:11:27,409 Right? So I I would say at SCAN, 294 00:11:27,409 --> 00:11:29,649 we are always looking at what's next in 295 00:11:29,649 --> 00:11:32,210 terms of innovation. We've gotta get the basics 296 00:11:32,210 --> 00:11:34,309 right, but we're also looking around the corner 297 00:11:34,850 --> 00:11:37,169 and making sure that we're prepared, you know, 298 00:11:37,169 --> 00:11:39,075 for for what they need from us in 299 00:11:39,075 --> 00:11:40,995 this channel when they need it. And we're 300 00:11:40,995 --> 00:11:44,434 considering several impactful enhancements and upcoming releases, things 301 00:11:44,434 --> 00:11:44,934 like, 302 00:11:45,394 --> 00:11:46,054 you know, 303 00:11:46,915 --> 00:11:50,274 caregiver access and, you know, a caregiver tailored 304 00:11:50,274 --> 00:11:50,774 experience 305 00:11:51,330 --> 00:11:52,550 specific to those caregivers, 306 00:11:53,170 --> 00:11:54,389 or, you know, for our members, 307 00:11:54,930 --> 00:11:57,649 continuing to enhance those self-service capabilities and, you 308 00:11:57,649 --> 00:11:59,649 know, even some of the basics around better 309 00:11:59,649 --> 00:12:00,710 ID card management, 310 00:12:01,330 --> 00:12:03,970 replacement of cards, and digital IDs, you know, 311 00:12:03,970 --> 00:12:04,470 online, 312 00:12:05,264 --> 00:12:07,345 the ability to submit, you know, com 313 00:12:07,865 --> 00:12:10,865 claims more easily online and change providers or 314 00:12:10,865 --> 00:12:12,565 plans more easily online. 315 00:12:13,024 --> 00:12:15,825 I could see more experiences around gamification and 316 00:12:15,825 --> 00:12:19,184 rewards, incentivizing members to complete health care actions 317 00:12:19,184 --> 00:12:20,485 to drive those outcomes 318 00:12:21,039 --> 00:12:23,120 that we both wanna see through rewards and 319 00:12:23,120 --> 00:12:23,620 gamification 320 00:12:24,000 --> 00:12:24,500 experiences, 321 00:12:25,519 --> 00:12:28,240 additional supplemental benefits integration. When you think of 322 00:12:28,240 --> 00:12:31,440 a more seamless integrated experience around things like 323 00:12:31,440 --> 00:12:34,019 dental and transportation and other types of 324 00:12:34,514 --> 00:12:37,394 supplemental benefits to give folks easier access to 325 00:12:37,394 --> 00:12:37,894 those. 326 00:12:38,595 --> 00:12:40,434 And, of course, we have to talk about 327 00:12:40,434 --> 00:12:43,315 AI. Right? And and think about benefits AI 328 00:12:43,315 --> 00:12:44,774 or an AI enabled 329 00:12:45,394 --> 00:12:49,129 service that simplifies complex benefits and really breaks 330 00:12:49,129 --> 00:12:51,690 down that information to enable members to find 331 00:12:51,690 --> 00:12:52,190 answers 332 00:12:52,569 --> 00:12:55,309 quickly and more easily and complete tasks faster, 333 00:12:55,850 --> 00:12:58,490 or an AI driven care finder to better 334 00:12:58,490 --> 00:13:01,049 guide folks through you know, in determining the 335 00:13:01,049 --> 00:13:03,684 right providers at and facilities at the moment 336 00:13:03,684 --> 00:13:05,605 of need and the ability to schedule with 337 00:13:05,605 --> 00:13:08,644 those providers more easily. And lastly, I'd probably 338 00:13:08,644 --> 00:13:10,245 say I I could see a role for 339 00:13:10,245 --> 00:13:12,424 immersive experiences as you think about 340 00:13:12,965 --> 00:13:15,764 the continued sort of evolution and innovation with, 341 00:13:15,764 --> 00:13:18,500 you know, payers and providers leveraging virtual or 342 00:13:18,500 --> 00:13:21,319 augmented reality to deliver services or capabilities 343 00:13:21,779 --> 00:13:24,120 in a way that drives more interactive experiences 344 00:13:24,179 --> 00:13:26,179 with members at the point of need and 345 00:13:26,179 --> 00:13:26,919 on demand. 346 00:13:28,339 --> 00:13:30,419 Absolutely. Well, clearly, a lot of exciting things 347 00:13:30,419 --> 00:13:32,934 on the horizon from these offerings. So hope 348 00:13:32,934 --> 00:13:34,774 you will keep us updated as as these 349 00:13:34,774 --> 00:13:36,315 products continue to evolve. 350 00:13:36,934 --> 00:13:38,774 But before we go, Rona, we've got a 351 00:13:38,774 --> 00:13:41,495 lot of health plan leaders listening in from 352 00:13:41,495 --> 00:13:42,475 all over the country. 353 00:13:42,855 --> 00:13:45,355 Any final thoughts or final bits of advice 354 00:13:45,415 --> 00:13:46,555 you wanna offer them? 355 00:13:48,110 --> 00:13:50,610 There's so many things, but I think 356 00:13:51,629 --> 00:13:54,429 oftentimes in as complicated of an industry as 357 00:13:54,429 --> 00:13:56,670 health care, it's it's very easy to lose 358 00:13:56,670 --> 00:13:57,570 sight of 359 00:13:58,429 --> 00:14:00,204 what we're what how what got us into 360 00:14:00,204 --> 00:14:01,804 the industry to begin with, you know, and 361 00:14:01,804 --> 00:14:04,284 between Rob and I with personal experiences that 362 00:14:04,284 --> 00:14:06,845 landed us here, I'm sure that resonates with 363 00:14:06,845 --> 00:14:09,264 a lot of people listening in. And so 364 00:14:09,485 --> 00:14:10,064 I think 365 00:14:10,444 --> 00:14:12,125 this sounds so simple, but we need to 366 00:14:12,125 --> 00:14:14,250 just stop thinking of pace patients as 367 00:14:14,730 --> 00:14:16,649 a statistic or a data point as a 368 00:14:16,649 --> 00:14:18,649 case and start seeing them as people with 369 00:14:18,649 --> 00:14:20,110 unique needs and expectations. 370 00:14:21,049 --> 00:14:23,450 That's how you really understand and can be 371 00:14:23,450 --> 00:14:25,370 in their shoes of how do they actually 372 00:14:25,370 --> 00:14:27,049 want to engage with you and what you're 373 00:14:27,049 --> 00:14:28,350 trying to help them with. 374 00:14:29,424 --> 00:14:31,585 I think as Rob has probably seen in 375 00:14:31,585 --> 00:14:35,504 financial services and hospitality and transportation, etcetera, and 376 00:14:35,504 --> 00:14:36,884 myself with other industries, 377 00:14:37,504 --> 00:14:39,184 other industries have set the bar for what 378 00:14:39,184 --> 00:14:41,264 people are expecting from us in terms of 379 00:14:41,264 --> 00:14:42,485 convenience and delight. 380 00:14:43,679 --> 00:14:45,679 Technology can help us get there in closing 381 00:14:45,679 --> 00:14:47,539 the gap, but it's not the whole answer. 382 00:14:48,480 --> 00:14:49,539 So I hope, 383 00:14:50,639 --> 00:14:51,700 everyone sees 384 00:14:52,159 --> 00:14:54,879 technology and the speed of innovation as just 385 00:14:54,879 --> 00:14:57,924 a tool in our toolkit to empower collaboration 386 00:14:58,144 --> 00:14:59,125 between stakeholders, 387 00:14:59,745 --> 00:15:02,565 particularly between pairs and providers at this point, 388 00:15:02,865 --> 00:15:05,184 to really amplify the human touch and not 389 00:15:05,184 --> 00:15:06,004 replace it. 390 00:15:07,745 --> 00:15:09,985 Fantastic. And, Rob, how about you? Your concluding 391 00:15:09,985 --> 00:15:10,964 thoughts for us? 392 00:15:11,740 --> 00:15:12,720 I would just echo, 393 00:15:13,340 --> 00:15:15,899 you know, Rona said it very well, and 394 00:15:15,899 --> 00:15:18,139 I just say it's gonna be a a 395 00:15:18,139 --> 00:15:20,379 a balance of finding the right balance. This 396 00:15:20,379 --> 00:15:22,299 is for the you know, in our lifetime, 397 00:15:22,299 --> 00:15:24,000 gonna always be an omnichannel 398 00:15:24,904 --> 00:15:26,605 high touch experience. And, 399 00:15:26,985 --> 00:15:29,304 you know, being the digital person, I will 400 00:15:29,304 --> 00:15:31,705 never say there digital is always the answer. 401 00:15:31,705 --> 00:15:33,304 And so I think there is a a 402 00:15:33,304 --> 00:15:36,345 thoughtful means and way to incorporate it into 403 00:15:36,345 --> 00:15:38,585 that end to end health journey that, you 404 00:15:38,585 --> 00:15:39,804 know, complete holistic 405 00:15:40,429 --> 00:15:42,610 experience in a way that's thoughtful and meaningful 406 00:15:42,909 --> 00:15:45,250 and complements the experience. And so 407 00:15:45,629 --> 00:15:47,309 I think as long as we look at 408 00:15:47,309 --> 00:15:49,789 it from that point of view and use 409 00:15:49,789 --> 00:15:51,950 it as a service, you know, to an 410 00:15:51,950 --> 00:15:54,210 end for the member and their benefit, 411 00:15:54,669 --> 00:15:57,134 that, you know, that's gonna be the successful 412 00:15:57,134 --> 00:15:58,975 path forward and drive the outcomes we wanna 413 00:15:58,975 --> 00:15:59,475 see. 414 00:16:00,495 --> 00:16:03,134 Wonderful. Well, Rona, Rob, thank you both so 415 00:16:03,134 --> 00:16:04,894 much for taking the time to sit down 416 00:16:04,894 --> 00:16:06,894 with us and for sharing your insights with 417 00:16:06,894 --> 00:16:08,835 our listeners. We really appreciate it. 418 00:16:09,740 --> 00:16:11,440 Thank you, Jacob. For having us. 419 00:16:11,820 --> 00:16:13,659 If you'd like to listen to more podcasts 420 00:16:13,659 --> 00:16:17,519 from Becker's Health Care, you can visit beckershospitalreview.com.