1 00:00:00,000 --> 00:00:02,240 Hi, everyone. This is Brian Zimmerman with Becker's 2 00:00:02,240 --> 00:00:04,160 Healthcare. Thank you so much for tuning in 3 00:00:04,160 --> 00:00:05,540 to the Becker's Healthcare podcast. 4 00:00:06,160 --> 00:00:08,880 Today, we're on-site at Becker's payer roundtable. We're 5 00:00:08,880 --> 00:00:10,480 going to talk about the future of member 6 00:00:10,480 --> 00:00:12,900 experience, engagement, efficiency, and outcomes. 7 00:00:13,359 --> 00:00:15,699 Joining me for today's discussion is Sadie Rizzuto, 8 00:00:15,994 --> 00:00:19,434 vice president at enterprise technology solution implementation with 9 00:00:19,434 --> 00:00:22,154 Humana, and Stuart Langley, senior vice president of 10 00:00:22,154 --> 00:00:23,934 client services with Evervise. 11 00:00:24,394 --> 00:00:25,994 Sadie and Stuart, thank you so much for 12 00:00:25,994 --> 00:00:28,074 being here. To begin, I'm gonna tap on 13 00:00:28,074 --> 00:00:30,279 each of you to introduce yourselves and share 14 00:00:30,279 --> 00:00:32,119 a few pertinent details about your your your 15 00:00:32,119 --> 00:00:33,899 professional background and your organization. 16 00:00:34,439 --> 00:00:36,140 Stuart, why don't you kick things off? 17 00:00:36,840 --> 00:00:38,699 Sure. So my name's Stuart Langley. 18 00:00:39,000 --> 00:00:42,379 I am SVP of client services at EverRise. 19 00:00:43,479 --> 00:00:43,979 And, 20 00:00:44,965 --> 00:00:47,784 EverRise, we are a a full services BPO 21 00:00:48,005 --> 00:00:49,545 providing contact center, 22 00:00:49,844 --> 00:00:52,185 back office, and technology services. 23 00:00:52,725 --> 00:00:54,804 And we have a specialism in the health 24 00:00:54,804 --> 00:00:57,045 care space working with wonderful clients such as 25 00:00:57,045 --> 00:00:59,899 Humana. Excellent. Well, with that, that's a perfect 26 00:00:59,899 --> 00:01:01,439 transition over to Sadie then. 27 00:01:02,140 --> 00:01:05,579 Sadie Rizzuto, vice president for technology enablement and 28 00:01:05,579 --> 00:01:08,799 readiness within our insurance operation space at Humana. 29 00:01:09,579 --> 00:01:12,939 Within Humana, we focus on our Medicare and 30 00:01:12,939 --> 00:01:13,439 Medicaid 31 00:01:13,954 --> 00:01:16,775 population and how we improve our health outcomes 32 00:01:16,834 --> 00:01:17,895 within those members. 33 00:01:18,594 --> 00:01:21,575 I am responsible for several product teams, including 34 00:01:21,635 --> 00:01:25,395 our enterprise CRM and knowledge management populations, and 35 00:01:25,395 --> 00:01:26,375 I'm also responsible 36 00:01:26,674 --> 00:01:27,495 for our, 37 00:01:28,209 --> 00:01:29,269 artificial intelligence, 38 00:01:30,049 --> 00:01:31,989 program for insurance operations. 39 00:01:32,370 --> 00:01:34,209 Excellent. And and, Sadie, we could begin with 40 00:01:34,209 --> 00:01:35,510 you with this next question. 41 00:01:35,969 --> 00:01:36,209 So, 42 00:01:36,849 --> 00:01:39,170 when we think about predictive models and and 43 00:01:39,170 --> 00:01:41,875 leveraging those to deeper deepen member engagement, you 44 00:01:41,875 --> 00:01:43,875 know, it's not just about sending more messages, 45 00:01:43,875 --> 00:01:46,194 but driving meaningful action. Can you talk about 46 00:01:46,194 --> 00:01:47,894 how you're thinking about that at Humana? 47 00:01:48,515 --> 00:01:50,274 One of the key things with our predictive 48 00:01:50,274 --> 00:01:53,554 models is understanding how to meet members where 49 00:01:53,554 --> 00:01:56,100 they're at and when they are there and 50 00:01:56,100 --> 00:01:58,420 how we make those interactions count. And it's 51 00:01:58,420 --> 00:02:00,680 really around quality over quantity, 52 00:02:01,219 --> 00:02:03,640 how we guide towards the right programs 53 00:02:03,939 --> 00:02:06,100 based on what we know about those members. 54 00:02:06,100 --> 00:02:07,795 And the key to that is how we 55 00:02:07,795 --> 00:02:10,194 use the data that we have. We use, 56 00:02:10,594 --> 00:02:14,354 our predictive models to understand their engagement levels 57 00:02:14,354 --> 00:02:15,414 and their styles. 58 00:02:15,794 --> 00:02:17,314 One of the key examples we have of 59 00:02:17,314 --> 00:02:19,735 that is for example, medication adherence, 60 00:02:20,034 --> 00:02:22,615 medication adherence is one of the key 61 00:02:23,199 --> 00:02:25,199 stars scores as a lot of payers know 62 00:02:25,199 --> 00:02:27,780 that's one of the three weighted stars measures. 63 00:02:28,159 --> 00:02:30,479 And some of the key examples around med 64 00:02:30,479 --> 00:02:33,859 adherence is around social determinations of health, transportation 65 00:02:34,319 --> 00:02:36,099 challenges, financial challenges, 66 00:02:36,560 --> 00:02:38,525 the data that we have around our members 67 00:02:38,584 --> 00:02:40,664 helps us understand what are some of those 68 00:02:40,664 --> 00:02:43,544 key examples of those that what are the 69 00:02:43,544 --> 00:02:45,245 members running into challenges 70 00:02:45,544 --> 00:02:49,004 with and how can we bring information forward. 71 00:02:49,145 --> 00:02:50,985 And when we're talking to those members that 72 00:02:50,985 --> 00:02:53,330 could help them change those outcomes sooner rather 73 00:02:53,330 --> 00:02:53,990 than later. 74 00:02:54,530 --> 00:02:57,490 Those behavior patterns are really critical, and the 75 00:02:57,490 --> 00:02:59,969 predictive models help us understand which members we 76 00:02:59,969 --> 00:03:02,210 need to change up the conversations with. Yeah. 77 00:03:02,210 --> 00:03:04,050 Thank you, Sadie. It and Stuart, what does 78 00:03:04,449 --> 00:03:06,530 what is what Sadie just shared, how does 79 00:03:06,530 --> 00:03:08,495 that sort of align with what you're seeing 80 00:03:08,495 --> 00:03:10,655 among EverRise's other partners, and what what are 81 00:03:10,655 --> 00:03:11,474 your thoughts here? 82 00:03:11,854 --> 00:03:13,614 Yeah. Absolutely. Across the different, 83 00:03:14,014 --> 00:03:15,634 pairs that we're working with, 84 00:03:16,175 --> 00:03:18,814 mainly, they're in different stages, but everybody's working 85 00:03:18,814 --> 00:03:20,750 to to the same set of ideas of 86 00:03:20,750 --> 00:03:23,069 trying to build these big predictive models and 87 00:03:23,069 --> 00:03:24,449 and trying to really 88 00:03:24,989 --> 00:03:27,469 get, proactive and get ahead of the need 89 00:03:27,469 --> 00:03:29,469 instead of waiting for members to call in, 90 00:03:29,469 --> 00:03:30,449 which helps 91 00:03:30,830 --> 00:03:32,194 smooth out the staffing that's needed to things, 92 00:03:32,615 --> 00:03:33,115 but 93 00:03:33,534 --> 00:03:35,694 also makes it more frictionless for the member. 94 00:03:35,694 --> 00:03:37,775 Mhmm. And that that friction that you that 95 00:03:37,775 --> 00:03:39,855 you're speaking to, that claims friction is a 96 00:03:39,855 --> 00:03:42,034 top pain point for for members as well. 97 00:03:42,094 --> 00:03:44,175 Stuart, can you expand on even how you've 98 00:03:44,175 --> 00:03:44,675 seen, 99 00:03:45,599 --> 00:03:48,580 automation or AI materially improve that experience? 100 00:03:48,879 --> 00:03:50,500 What what what have you seen out there? 101 00:03:50,560 --> 00:03:52,819 Absolutely. So so to your point, 102 00:03:53,360 --> 00:03:54,099 when people 103 00:03:54,400 --> 00:03:56,419 are going through a claims process, 104 00:03:56,719 --> 00:03:58,800 typically, they're they're already in a high stress 105 00:03:58,800 --> 00:04:00,985 situation. Right. They're dealing with a health care 106 00:04:00,985 --> 00:04:02,605 issue or maybe an emergency. 107 00:04:03,784 --> 00:04:04,284 So 108 00:04:04,745 --> 00:04:06,185 anything that you put in the way of 109 00:04:06,185 --> 00:04:08,344 them getting to care is just adding to 110 00:04:08,344 --> 00:04:10,925 that frustration, adding to that that that stress. 111 00:04:11,865 --> 00:04:13,004 Something as simple 112 00:04:13,385 --> 00:04:14,764 as through the app, 113 00:04:15,370 --> 00:04:17,610 not just when someone's looking for care, having 114 00:04:17,610 --> 00:04:19,610 it list up a set of providers that 115 00:04:19,610 --> 00:04:22,170 can provide that care, but allowing them through 116 00:04:22,170 --> 00:04:24,490 that app to directly reach out and schedule 117 00:04:24,490 --> 00:04:25,230 that care 118 00:04:25,610 --> 00:04:27,290 just takes a step out of the process 119 00:04:27,290 --> 00:04:28,810 for them, makes it a little bit easier, 120 00:04:28,810 --> 00:04:30,350 makes it a little bit more intuitive, 121 00:04:30,954 --> 00:04:33,214 and and eases that friction for the member. 122 00:04:33,354 --> 00:04:34,875 It's such a good point that they're going 123 00:04:34,875 --> 00:04:37,595 through a challenging experience because people can get 124 00:04:37,595 --> 00:04:40,875 frustrated just when they're calling, you know, their 125 00:04:40,875 --> 00:04:42,975 their bank about an automated thing versus 126 00:04:43,289 --> 00:04:45,610 calling somebody about their own health. The stakes 127 00:04:45,610 --> 00:04:47,050 get higher. People get a little bit more 128 00:04:47,050 --> 00:04:48,829 tense, understandably so. Right? 129 00:04:49,289 --> 00:04:51,069 Yeah. Definitely. I, for me, 130 00:04:51,370 --> 00:04:52,269 grew up outside 131 00:04:52,729 --> 00:04:54,569 US and and and moving here a few 132 00:04:54,569 --> 00:04:57,014 years ago and and and trying to navigate 133 00:04:57,014 --> 00:04:59,175 the health care system, it's not the most 134 00:04:59,175 --> 00:04:59,675 straightforward 135 00:04:59,975 --> 00:05:00,475 process. 136 00:05:01,814 --> 00:05:03,894 Anything that we can do to to remove 137 00:05:03,894 --> 00:05:05,814 some of that confusion, make it it it 138 00:05:05,814 --> 00:05:07,894 more straightforward and ensure that people are getting 139 00:05:07,894 --> 00:05:10,100 the right outcomes and the most cost effective 140 00:05:10,240 --> 00:05:10,740 outcomes 141 00:05:11,120 --> 00:05:12,180 is a huge benefit. 142 00:05:12,639 --> 00:05:14,879 Yep. Yep. Sadie, can you expand on this, 143 00:05:15,199 --> 00:05:16,500 how how you think about, 144 00:05:17,600 --> 00:05:18,660 leveraging AI, 145 00:05:19,039 --> 00:05:21,379 automation to to really improve this experience? 146 00:05:22,264 --> 00:05:23,704 One of the ways that we're looking at 147 00:05:23,704 --> 00:05:26,204 that is also, you know, to Stuart's point, 148 00:05:26,504 --> 00:05:27,004 recognizing 149 00:05:27,384 --> 00:05:30,185 that especially at that claims interaction point is 150 00:05:30,185 --> 00:05:32,425 when the members tend to be at one 151 00:05:32,425 --> 00:05:34,504 of a difficult moments in their life is 152 00:05:34,504 --> 00:05:36,330 how we also smooth it out from the 153 00:05:36,330 --> 00:05:37,389 provider side 154 00:05:37,930 --> 00:05:40,670 and how the providers interacting with the members 155 00:05:41,050 --> 00:05:44,089 using intelligent data automation to reduce the friction 156 00:05:44,089 --> 00:05:46,430 with between payers and providers 157 00:05:46,730 --> 00:05:48,670 from an accounts receivable receivables 158 00:05:49,050 --> 00:05:51,634 perspective is gonna help the providers be there 159 00:05:51,634 --> 00:05:53,175 for the members as well. 160 00:05:53,875 --> 00:05:55,235 In 2023, 161 00:05:55,235 --> 00:05:57,394 there was identified that there was an opportunity 162 00:05:57,394 --> 00:05:59,314 of over $800,000,000 163 00:05:59,314 --> 00:06:01,555 in payments and over a billion dollars in 164 00:06:01,555 --> 00:06:02,370 remit advice. 165 00:06:03,009 --> 00:06:05,169 If providers were able to get to a 166 00:06:05,169 --> 00:06:07,189 full digital adoption for reconciliation. 167 00:06:07,970 --> 00:06:10,689 So there's huge opportunity out there for payers 168 00:06:10,689 --> 00:06:13,250 to work with providers to smooth out those 169 00:06:13,250 --> 00:06:16,384 friction points that that only brings value down 170 00:06:16,384 --> 00:06:18,485 to smooth out those points for the members. 171 00:06:18,705 --> 00:06:19,764 So as we continue 172 00:06:20,145 --> 00:06:23,285 to create those interaction points between the providers 173 00:06:23,345 --> 00:06:25,665 and payers, it's just gonna bring that down 174 00:06:25,665 --> 00:06:27,910 to the members as well. Yeah. And and 175 00:06:27,910 --> 00:06:29,509 can we talk about speaking to sort of, 176 00:06:29,990 --> 00:06:32,089 some of Stewart's points, just the navigating, 177 00:06:33,029 --> 00:06:34,629 some of this stuff is really hard. And 178 00:06:34,629 --> 00:06:35,529 claims education, 179 00:06:36,069 --> 00:06:38,310 is another thing that's really challenging and very 180 00:06:38,310 --> 00:06:38,810 complex, 181 00:06:39,189 --> 00:06:42,095 but very important to do, especially to help 182 00:06:42,095 --> 00:06:44,654 folks understand their benefits, the care they need, 183 00:06:44,654 --> 00:06:46,495 and make sure they're getting the care. Also, 184 00:06:46,495 --> 00:06:48,175 understanding the right side of care. Like, there's 185 00:06:48,175 --> 00:06:50,194 just so much that goes into to education 186 00:06:50,334 --> 00:06:52,095 here. Can you talk about, 187 00:06:52,894 --> 00:06:55,214 Sadie, any any tools you've seen that have 188 00:06:55,214 --> 00:06:56,194 actually simplified, 189 00:06:57,310 --> 00:06:58,850 education member education, 190 00:06:59,389 --> 00:07:00,610 specifically as it 191 00:07:01,069 --> 00:07:02,370 relates to sort of, 192 00:07:02,750 --> 00:07:05,250 open enrollment seems like a a a specifically 193 00:07:05,310 --> 00:07:07,949 challenging moment for folks. So in anything you 194 00:07:07,949 --> 00:07:10,654 can share there. Yeah. That plan education with 195 00:07:10,654 --> 00:07:13,775 members is something that we are continuously looking 196 00:07:13,775 --> 00:07:15,455 at how do we shift that as far 197 00:07:15,455 --> 00:07:16,435 left as possible 198 00:07:16,975 --> 00:07:19,314 in working with members and beneficiaries. 199 00:07:20,654 --> 00:07:22,735 Understanding you know, very similar to where we're 200 00:07:22,735 --> 00:07:25,060 talking about meeting members where they're at, 201 00:07:25,439 --> 00:07:27,120 and using the data that we have with 202 00:07:27,120 --> 00:07:29,680 members, either with their current plans or even 203 00:07:29,680 --> 00:07:31,139 their previous payers, 204 00:07:31,439 --> 00:07:34,000 understanding how they wanna be engaged with and 205 00:07:34,000 --> 00:07:37,435 using predictive models to understand where they're going 206 00:07:37,435 --> 00:07:40,495 to engage more effectively, whether that's with inbound 207 00:07:40,714 --> 00:07:44,014 engagements, outbound engagements, or even digital engagements. 208 00:07:44,474 --> 00:07:46,095 That's gonna help us understand 209 00:07:46,875 --> 00:07:48,875 how do we get in front of potential 210 00:07:48,875 --> 00:07:49,290 health 211 00:07:49,770 --> 00:07:51,149 gaps? How do we help them 212 00:07:51,529 --> 00:07:52,029 understand 213 00:07:52,330 --> 00:07:53,310 what are those 214 00:07:53,689 --> 00:07:56,089 plan opportunities that they may not know about 215 00:07:56,089 --> 00:07:58,569 like transportation benefits that could help them get 216 00:07:58,569 --> 00:08:01,850 ahead of things that whether it's medication adherence, 217 00:08:01,850 --> 00:08:03,834 like we were talking about a minute ago, 218 00:08:04,134 --> 00:08:07,014 whether it's other services that they don't know 219 00:08:07,014 --> 00:08:08,854 that they have an opportunity that they can 220 00:08:08,854 --> 00:08:11,735 tap into sometimes even before their plan effective 221 00:08:11,735 --> 00:08:12,235 date. 222 00:08:12,535 --> 00:08:15,660 So by shifting those conversations further left and 223 00:08:15,660 --> 00:08:17,500 in a way that the member is going 224 00:08:17,500 --> 00:08:19,439 to engage with us in a way that 225 00:08:19,660 --> 00:08:22,060 maybe they didn't know about and ways that 226 00:08:22,060 --> 00:08:24,060 we know that they're gonna step up sooner 227 00:08:24,060 --> 00:08:26,379 because that's how they are more apt to 228 00:08:26,379 --> 00:08:27,979 engage with us is one of our big 229 00:08:27,979 --> 00:08:30,634 focuses. And we get that to that by 230 00:08:30,634 --> 00:08:32,794 using the data in a more proactive manner. 231 00:08:32,794 --> 00:08:35,274 Yeah. Big big component of education here is 232 00:08:35,274 --> 00:08:37,355 letting them know what they've got. Yeah. Because 233 00:08:37,355 --> 00:08:39,274 sometimes they've got they've got coverage for things 234 00:08:39,274 --> 00:08:41,274 that they didn't realize, and I imagine finding 235 00:08:41,274 --> 00:08:43,195 out about that as a positive experience as 236 00:08:43,195 --> 00:08:45,695 well. Stuart, what would you add to this? 237 00:08:46,519 --> 00:08:48,600 In addition to to the area Sadie was 238 00:08:48,600 --> 00:08:51,320 covering, another important part for us, you know, 239 00:08:51,320 --> 00:08:53,879 we we we do build, in our Ever 240 00:08:53,879 --> 00:08:55,800 AI labs. We're working with our clients to 241 00:08:55,800 --> 00:08:56,300 build 242 00:08:57,000 --> 00:08:57,500 technologies, 243 00:08:57,960 --> 00:09:00,875 AI that can directly outreach to the members. 244 00:09:01,254 --> 00:09:04,134 But another important area for us is we've 245 00:09:04,134 --> 00:09:04,875 got a 246 00:09:05,334 --> 00:09:06,394 large contingent 247 00:09:06,695 --> 00:09:08,714 of advocates in our call centers. 248 00:09:09,174 --> 00:09:12,134 And due to the seasonality, you're onboarding people 249 00:09:12,134 --> 00:09:15,230 for the season each year. So building tools 250 00:09:15,230 --> 00:09:17,549 that can help those advocates get to the 251 00:09:17,549 --> 00:09:18,289 right information, 252 00:09:19,230 --> 00:09:22,209 maybe by doing predictive intent modeling and understanding 253 00:09:22,269 --> 00:09:24,110 what a member might be calling about before 254 00:09:24,110 --> 00:09:26,289 they call in or just, 255 00:09:26,750 --> 00:09:27,250 improved 256 00:09:27,629 --> 00:09:30,235 AI back tools to support knowledge bases, 257 00:09:30,694 --> 00:09:33,034 to improve the training process for the advocates 258 00:09:33,095 --> 00:09:34,954 allows them to be more informed 259 00:09:35,414 --> 00:09:37,414 and allows them to provide a much better 260 00:09:37,414 --> 00:09:40,454 level of experience to the member, getting to 261 00:09:40,454 --> 00:09:41,674 the information quicker, 262 00:09:42,059 --> 00:09:44,220 resolving in a single call, something that that 263 00:09:44,220 --> 00:09:46,059 previously might have taken a few calls to 264 00:09:46,059 --> 00:09:48,299 call in. All of these different areas come 265 00:09:48,299 --> 00:09:51,360 together and improve that member experience. Yep. And 266 00:09:51,580 --> 00:09:53,660 what you're laying out here, there's a deep 267 00:09:53,660 --> 00:09:54,495 need for it. 268 00:09:54,975 --> 00:09:56,894 It's very exciting opportunity to be able to 269 00:09:56,894 --> 00:09:57,875 give this to members. 270 00:09:58,335 --> 00:09:59,774 But, of course, we wouldn't be talking about 271 00:09:59,774 --> 00:10:01,375 health care if we weren't talking about hurdles 272 00:10:01,375 --> 00:10:03,054 and potential challenges. So, 273 00:10:03,455 --> 00:10:05,134 we should we should honor those and talk 274 00:10:05,134 --> 00:10:06,575 a bit about those. Stuart, we can start 275 00:10:06,575 --> 00:10:09,019 with you. What compliance or regulatory hurdles are 276 00:10:09,019 --> 00:10:11,259 gonna prove most challenging here, and how can 277 00:10:11,259 --> 00:10:14,220 folks navigate those without losing momentum and and 278 00:10:14,220 --> 00:10:15,980 really still being able to take advantage of 279 00:10:15,980 --> 00:10:17,360 this really excellent opportunity? 280 00:10:18,299 --> 00:10:20,240 One of the areas, funnily enough, 281 00:10:20,540 --> 00:10:22,480 that I've seen as a challenge 282 00:10:22,940 --> 00:10:23,440 is 283 00:10:24,215 --> 00:10:26,875 you've got a bit of a a friction 284 00:10:26,934 --> 00:10:27,434 between 285 00:10:28,134 --> 00:10:30,375 marketing groups at companies such as ours who 286 00:10:30,375 --> 00:10:32,075 wanna plaster AI, 287 00:10:33,095 --> 00:10:35,095 on everything that they're doing in the marketing 288 00:10:35,095 --> 00:10:35,995 material and 289 00:10:37,169 --> 00:10:37,669 technology 290 00:10:38,450 --> 00:10:39,830 groups who rightly 291 00:10:41,009 --> 00:10:42,149 are looking at risk 292 00:10:42,690 --> 00:10:44,389 and have concerns around 293 00:10:45,169 --> 00:10:46,789 how AI is being used. 294 00:10:47,730 --> 00:10:49,695 AI is an umbrella term. It means a 295 00:10:49,695 --> 00:10:51,215 lot of different things to different people, and 296 00:10:51,215 --> 00:10:53,535 it's it's very important to be very precise 297 00:10:53,535 --> 00:10:54,995 in what we're talking about 298 00:10:55,375 --> 00:10:55,875 because, 299 00:10:57,055 --> 00:10:58,355 you may have a solution 300 00:10:58,894 --> 00:11:00,675 that is truly 301 00:11:01,134 --> 00:11:02,909 generative AI interacting 302 00:11:04,269 --> 00:11:06,829 data set that includes member information that really 303 00:11:06,829 --> 00:11:08,289 does need to go through, 304 00:11:08,990 --> 00:11:09,730 full regulatory 305 00:11:10,429 --> 00:11:12,990 body, and and understanding what the implications are 306 00:11:12,990 --> 00:11:14,909 before it gets deployed. But there may be 307 00:11:14,909 --> 00:11:15,809 another technology 308 00:11:16,350 --> 00:11:19,485 that's kind of AI or has very controlled 309 00:11:19,704 --> 00:11:21,964 AI use in a completely ring fenced, 310 00:11:23,065 --> 00:11:25,304 setup that doesn't need to go through that 311 00:11:25,304 --> 00:11:27,225 full full setup. And you can have a 312 00:11:27,225 --> 00:11:29,464 situation where you've got a great tool that 313 00:11:29,464 --> 00:11:31,644 you want to deploy that's gonna deliver fantastic 314 00:11:31,784 --> 00:11:34,200 either cost reductions or improvements or an experience. 315 00:11:34,420 --> 00:11:35,540 And it sits in the back of the 316 00:11:35,540 --> 00:11:37,639 queue waiting to go through that full regulatory 317 00:11:37,860 --> 00:11:40,759 review that probably could go through a faster, 318 00:11:40,980 --> 00:11:43,300 smaller setup. So so for me, that's one 319 00:11:43,300 --> 00:11:45,320 of the areas that's important is 320 00:11:45,855 --> 00:11:46,355 education, 321 00:11:47,215 --> 00:11:49,774 education within our business to understand what we're 322 00:11:49,774 --> 00:11:51,534 really talking about and being a little bit 323 00:11:51,534 --> 00:11:53,855 more precise as we define what these tools 324 00:11:53,855 --> 00:11:55,855 and technologies are and what they do. Yeah. 325 00:11:55,855 --> 00:11:58,174 Cutting through the the umbrella term. Right? 326 00:11:58,894 --> 00:12:00,819 So that people don't just think AI. We 327 00:12:00,819 --> 00:12:02,740 gotta we gotta check this out. This is 328 00:12:02,740 --> 00:12:04,659 gonna take time, and they can they can 329 00:12:04,659 --> 00:12:06,579 then be more, like you said, intentional with 330 00:12:06,579 --> 00:12:08,360 how you're educating about certain solutions. 331 00:12:08,899 --> 00:12:10,360 Sadie, what would you add here? 332 00:12:10,899 --> 00:12:13,299 You know, I think to Stewart's point, one 333 00:12:13,299 --> 00:12:14,519 of our biggest challenges 334 00:12:14,899 --> 00:12:17,325 is actually our internal governance. 335 00:12:17,785 --> 00:12:20,504 And that's part of why, you know, not 336 00:12:20,504 --> 00:12:22,125 only AI, but technologies 337 00:12:22,825 --> 00:12:24,845 moving faster than ever before, 338 00:12:25,304 --> 00:12:28,759 in our lifetime right now. And you need 339 00:12:28,759 --> 00:12:31,500 to have really strong dynamic partnerships 340 00:12:31,800 --> 00:12:36,059 within legal risk compliance and your technology organizations 341 00:12:36,519 --> 00:12:37,019 internally 342 00:12:37,399 --> 00:12:39,179 to keep up with those changes. 343 00:12:39,800 --> 00:12:43,085 And they have to be ready to evolve 344 00:12:43,144 --> 00:12:45,565 and look at from a multifaceted 345 00:12:46,024 --> 00:12:46,524 perspective 346 00:12:47,144 --> 00:12:48,665 what are all of those things that are 347 00:12:48,665 --> 00:12:50,825 changing. And you have to look beyond your 348 00:12:50,825 --> 00:12:51,325 current 349 00:12:51,705 --> 00:12:54,345 industry and understand what else is changing and 350 00:12:54,345 --> 00:12:55,404 start looking ahead. 351 00:12:55,945 --> 00:12:58,420 You have to start looking at what else 352 00:12:58,420 --> 00:12:59,960 is happening across, 353 00:13:00,820 --> 00:13:01,559 the technology 354 00:13:01,940 --> 00:13:04,980 across even across in industries that maybe you 355 00:13:04,980 --> 00:13:05,720 wouldn't anticipate 356 00:13:06,100 --> 00:13:08,420 outside of health care and how that could 357 00:13:08,420 --> 00:13:10,154 be what's coming up in the next six 358 00:13:10,154 --> 00:13:12,554 months, nine months, a year ahead, so that 359 00:13:12,554 --> 00:13:14,315 you can be ready for that to start 360 00:13:14,315 --> 00:13:15,934 influencing the healthcare industry. 361 00:13:16,315 --> 00:13:18,475 And that's how we're gonna start being able 362 00:13:18,475 --> 00:13:21,809 to both understand and partner within governance or 363 00:13:21,889 --> 00:13:25,009 government policy makers to start planning ahead and 364 00:13:25,009 --> 00:13:26,929 making sure we're getting the right outcomes for 365 00:13:26,929 --> 00:13:27,590 our beneficiaries. 366 00:13:28,769 --> 00:13:30,529 I think that's also how we make sure 367 00:13:30,529 --> 00:13:32,610 we're staying focused on the problem at hand 368 00:13:32,610 --> 00:13:35,889 and not necessarily focusing on the shiny object, 369 00:13:35,889 --> 00:13:37,965 which is helps us get ahead of some 370 00:13:37,965 --> 00:13:41,004 of those advertising techniques. Yep. Focusing on the 371 00:13:41,004 --> 00:13:41,904 actual needs, 372 00:13:42,285 --> 00:13:44,605 of your members and not just the the 373 00:13:44,605 --> 00:13:47,804 the technology in of itself. Technology for technology's 374 00:13:47,804 --> 00:13:48,465 sake. Yeah. 375 00:13:49,004 --> 00:13:50,605 It was a real pleasure getting to speak 376 00:13:50,605 --> 00:13:52,540 with both of you today. And before we 377 00:13:52,540 --> 00:13:54,139 sign off, I'll I'll open it up to 378 00:13:54,139 --> 00:13:55,660 each of you to share any closing thoughts 379 00:13:55,660 --> 00:13:57,580 with listeners. Sadie, you can go ahead. Go 380 00:13:57,580 --> 00:13:59,420 first. You know, we were just talking about, 381 00:13:59,420 --> 00:14:01,100 you know, making sure you stay focused on 382 00:14:01,100 --> 00:14:03,019 the problem at hand even if it's not 383 00:14:03,019 --> 00:14:05,274 the sexy one. I think it's staying in 384 00:14:05,274 --> 00:14:06,495 on that same topic. 385 00:14:06,954 --> 00:14:08,394 You need to be, you know, we talk 386 00:14:08,394 --> 00:14:10,954 about, you know, across the industry, folks are 387 00:14:10,954 --> 00:14:13,514 talking about being agile and failing fast, but 388 00:14:13,514 --> 00:14:15,834 you really have to live that and be 389 00:14:15,834 --> 00:14:17,700 willing to pull the plug. If you're not 390 00:14:17,700 --> 00:14:19,320 seeing the outcomes that's expected. 391 00:14:19,700 --> 00:14:22,440 We're seeing that a lot with AI that 392 00:14:22,500 --> 00:14:23,860 you have to be willing to say, if 393 00:14:23,860 --> 00:14:25,540 you're not seeing the outcomes that you were 394 00:14:25,540 --> 00:14:26,040 expecting 395 00:14:26,580 --> 00:14:28,820 and make the changes that you need to 396 00:14:28,820 --> 00:14:29,320 see, 397 00:14:29,940 --> 00:14:32,195 that's really critical to get to the outcomes 398 00:14:32,195 --> 00:14:33,634 that are expected. You know, there's a lot 399 00:14:33,634 --> 00:14:35,794 of big promises out there. If you really 400 00:14:35,794 --> 00:14:37,475 wanna see the outcomes, you have to be 401 00:14:37,475 --> 00:14:39,394 able to make the tweaks and pull those 402 00:14:39,394 --> 00:14:42,195 triggers as you go, and that's really critical 403 00:14:42,195 --> 00:14:44,535 and and be comfortable making those big changes. 404 00:14:44,929 --> 00:14:46,709 Yeah. Yeah. Stuart, what would you add? 405 00:14:47,169 --> 00:14:49,350 It's been a fantastic conference here, 406 00:14:49,730 --> 00:14:51,490 hearing a lot of speakers up on the 407 00:14:51,490 --> 00:14:53,350 stage talking about similar 408 00:14:53,730 --> 00:14:55,509 areas around the technologies. 409 00:14:57,024 --> 00:14:59,184 Obviously, it's a it's an exciting time. It's 410 00:14:59,184 --> 00:15:02,004 a it's a challenging time, but I think 411 00:15:02,225 --> 00:15:05,184 another area that's important with with such a 412 00:15:05,184 --> 00:15:05,684 rapidly 413 00:15:06,065 --> 00:15:07,365 developing set of technologies, 414 00:15:08,304 --> 00:15:10,084 it is easy to get distracted 415 00:15:10,709 --> 00:15:13,110 by by the the marketing spin that's being 416 00:15:13,110 --> 00:15:15,029 put out there and and for everybody to 417 00:15:15,029 --> 00:15:16,789 try and jump on the next shiny object. 418 00:15:16,789 --> 00:15:19,190 So it's easy for companies to to get 419 00:15:19,190 --> 00:15:21,990 kind of a fractured strategy where they're getting 420 00:15:21,990 --> 00:15:24,070 all these promises. There's so many companies reaching 421 00:15:24,070 --> 00:15:26,235 out, and they're they're jumping from solution to 422 00:15:26,235 --> 00:15:28,394 solution and and and kind of over indexing 423 00:15:28,394 --> 00:15:30,014 on on trying a bit of everything. 424 00:15:30,554 --> 00:15:32,174 And and maybe the best approach 425 00:15:32,554 --> 00:15:35,034 is to pick a couple of key partners 426 00:15:35,034 --> 00:15:37,195 that you can work with, that you have 427 00:15:37,195 --> 00:15:39,434 trust with, that you have experience with, that 428 00:15:39,434 --> 00:15:42,040 understand your business needs to your point so 429 00:15:42,040 --> 00:15:44,220 that you can partner on a strategy. 430 00:15:44,759 --> 00:15:47,879 And understanding these technologies, they're evolving so rapidly 431 00:15:47,879 --> 00:15:49,960 that they're gonna leapfrog each other in terms 432 00:15:49,960 --> 00:15:51,820 of the the the immediate deliverables. 433 00:15:52,759 --> 00:15:55,320 So having that slightly longer term view can 434 00:15:55,320 --> 00:15:57,565 get you to better outcomes instead of just 435 00:15:57,565 --> 00:15:59,485 getting drawn in a a thousand directions and 436 00:15:59,485 --> 00:16:01,565 getting nowhere. And you need a partner that's 437 00:16:01,565 --> 00:16:03,884 willing to take that long term view with 438 00:16:03,884 --> 00:16:05,644 you. Yep. And invest with you, I mean, 439 00:16:05,644 --> 00:16:07,745 and and partner. Excellent. Well, 440 00:16:08,284 --> 00:16:10,445 Sadie, Stuart, it's been a pleasure speaking with 441 00:16:10,445 --> 00:16:12,330 you today. I wanna thank you both for 442 00:16:12,330 --> 00:16:14,669 coming on the podcast. I wanna thank EverRise, 443 00:16:14,730 --> 00:16:16,990 of of course, for for sponsoring this episode. 444 00:16:17,210 --> 00:16:18,809 You can tune in to more podcasts from 445 00:16:18,809 --> 00:16:21,370 Becker's Healthcare by visiting our podcast page at 446 00:16:21,370 --> 00:16:23,230 beckerspodcast.com.