1 00:00:00,000 --> 00:00:02,740 Evernorth brings the power of wonder and relentless 2 00:00:02,799 --> 00:00:05,599 innovation to create world class pharmacy, care, and 3 00:00:05,599 --> 00:00:06,580 benefit solutions. 4 00:00:07,200 --> 00:00:08,960 Barriers to care can lead to gaps in 5 00:00:08,960 --> 00:00:10,719 care, which can drive up the total cost 6 00:00:10,719 --> 00:00:13,839 of care. Our capabilities work seamlessly together to 7 00:00:13,839 --> 00:00:17,245 create innovative pharmacy care and benefit solutions for 8 00:00:17,245 --> 00:00:18,225 today and tomorrow. 9 00:00:18,765 --> 00:00:21,565 Our connected health services make the treatment, prediction, 10 00:00:21,565 --> 00:00:24,225 and prevention of health care's most complex conditions 11 00:00:24,685 --> 00:00:27,265 easier and more accessible as we drive organizations 12 00:00:27,484 --> 00:00:28,545 and people forward. 13 00:00:29,269 --> 00:00:31,429 This is Hailey Recker with the Becker's Payer 14 00:00:31,429 --> 00:00:33,590 Podcast, and we are recording live at the 15 00:00:33,590 --> 00:00:36,090 Becker's third annual spring payer issues roundtable. 16 00:00:36,629 --> 00:00:38,549 I am thrilled today to be joined by 17 00:00:38,549 --> 00:00:41,590 doctor Sachin Jain, president and CEO of SCAN 18 00:00:41,590 --> 00:00:43,655 Group. It is my understanding that you just 19 00:00:43,655 --> 00:00:45,655 finished speaking in the Conference Conference Room, so 20 00:00:45,655 --> 00:00:47,015 thank you so much for taking the time 21 00:00:47,015 --> 00:00:48,554 to be here today. My pleasure. 22 00:00:49,174 --> 00:00:51,574 Can you go ahead and introduce yourself and 23 00:00:51,574 --> 00:00:53,335 tell us a little bit about your background? 24 00:00:53,335 --> 00:00:55,814 Sure. Sachin Jain, I lead SCAN Group. SCAN 25 00:00:55,814 --> 00:00:57,594 is a not for profit Medicare Advantage 26 00:00:58,159 --> 00:01:00,740 organization that was started in 1977. 27 00:01:01,119 --> 00:01:03,679 We have a presence in California, Arizona, Nevada, 28 00:01:03,679 --> 00:01:05,060 New Mexico, and Texas, 29 00:01:05,680 --> 00:01:06,180 and, 30 00:01:06,640 --> 00:01:08,000 serve over 300,000 31 00:01:08,000 --> 00:01:10,000 members. We also now operate, 32 00:01:10,594 --> 00:01:12,055 five different medical groups, 33 00:01:12,674 --> 00:01:14,215 that serve special populations, 34 00:01:14,995 --> 00:01:16,534 within the older adult population. 35 00:01:17,474 --> 00:01:19,075 Alright. Well, thank you so much for that 36 00:01:19,075 --> 00:01:19,974 brief introduction. 37 00:01:20,594 --> 00:01:23,075 Now to get started, net promoter score is 38 00:01:23,075 --> 00:01:24,280 a powerful indicator of member loyalty and satisfaction. 39 00:01:24,280 --> 00:01:24,417 How are how are you using NPS to 40 00:01:24,417 --> 00:01:25,415 drive meaningful and 41 00:01:29,709 --> 00:01:32,430 improvements across your health plan? Look. I think 42 00:01:32,430 --> 00:01:34,429 NPS is just what you're measuring. At the 43 00:01:34,429 --> 00:01:36,750 end of the day, it's really about, like, 44 00:01:36,750 --> 00:01:38,509 changing the experience of care. And I think 45 00:01:38,509 --> 00:01:39,869 a lot of what we think about at 46 00:01:39,869 --> 00:01:41,090 SCAN as first principles, 47 00:01:41,615 --> 00:01:43,055 You know, what would it look like to 48 00:01:43,055 --> 00:01:45,215 actually treat this person like a person as 49 00:01:45,215 --> 00:01:46,755 opposed to a health plan member? 50 00:01:47,215 --> 00:01:49,135 And a lot of that is, like, getting 51 00:01:49,135 --> 00:01:51,615 into the space of not normalizing the abnormal 52 00:01:51,615 --> 00:01:52,674 practices that 53 00:01:52,975 --> 00:01:53,475 really, 54 00:01:53,950 --> 00:01:56,270 we've normalized in our industry. We treat people 55 00:01:56,270 --> 00:01:58,049 like ping pong balls. We send them, 56 00:01:58,510 --> 00:02:00,189 from, you know, one call center to the 57 00:02:00,189 --> 00:02:02,049 other call center to the other call center, 58 00:02:02,189 --> 00:02:04,430 and we call it, quote, unquote, great member 59 00:02:04,430 --> 00:02:04,930 service. 60 00:02:05,710 --> 00:02:07,805 We're in the process of trying to really 61 00:02:07,805 --> 00:02:09,324 unpack what it is that we do with 62 00:02:09,324 --> 00:02:09,985 our members, 63 00:02:10,444 --> 00:02:12,284 and then get them into a place where 64 00:02:12,284 --> 00:02:13,965 they're feeling like we're treating them more like 65 00:02:13,965 --> 00:02:15,985 humans than they are like health plan members. 66 00:02:16,365 --> 00:02:18,525 Well, that's super important. And I kind of 67 00:02:18,525 --> 00:02:20,740 wanna pivot the conversation a little bit to 68 00:02:20,740 --> 00:02:22,439 the future of the payer space. 69 00:02:22,819 --> 00:02:24,979 So looking ahead, what do you see as 70 00:02:24,979 --> 00:02:27,300 the biggest opportunity for payers to lead the 71 00:02:27,300 --> 00:02:30,180 charge in transforming care delivery and driving better 72 00:02:30,180 --> 00:02:32,419 outcomes for all stakeholders? And how can leaders 73 00:02:32,419 --> 00:02:34,245 take a step in this direction now? For 74 00:02:34,245 --> 00:02:36,724 us, it's driving a much higher degree of 75 00:02:36,724 --> 00:02:38,745 collaboration between payers and providers. 76 00:02:39,605 --> 00:02:41,605 Right now, payers and providers sit on opposite 77 00:02:41,605 --> 00:02:44,004 side of the table and basically argue about 78 00:02:44,004 --> 00:02:46,405 rates. And then, you know, there's some cute 79 00:02:46,405 --> 00:02:49,125 window dressing that's about service innovation or quality 80 00:02:49,125 --> 00:02:49,625 innovation. 81 00:02:50,060 --> 00:02:51,979 But the reality is is that most of 82 00:02:51,979 --> 00:02:54,239 what takes place between payers and providers 83 00:02:54,699 --> 00:02:56,400 is haggling over rates. 84 00:02:56,780 --> 00:02:59,419 I think, you know, our most recently announced 85 00:02:59,419 --> 00:03:02,379 partnership with Sutter Health Plan Sutter Medical Group 86 00:03:02,379 --> 00:03:04,000 or Sutter Health System, 87 00:03:04,895 --> 00:03:06,895 you know, exemplifies the kinds of things that 88 00:03:06,895 --> 00:03:08,254 we wanna see more of in health care, 89 00:03:08,254 --> 00:03:10,194 which is payers and providers collaborating 90 00:03:10,735 --> 00:03:13,534 to build new provider oriented health plans, provider 91 00:03:13,534 --> 00:03:16,175 sponsored health plans, provider partnered health plans, that 92 00:03:16,175 --> 00:03:17,875 ultimately are gonna serve members 93 00:03:18,360 --> 00:03:21,180 through a a lot of innovation and collaboration. 94 00:03:21,879 --> 00:03:24,199 Right now, I would say the nature of 95 00:03:24,199 --> 00:03:26,539 the relationship just needs to change very fundamentally. 96 00:03:27,400 --> 00:03:29,319 Well, doctor, thank you so much for joining 97 00:03:29,319 --> 00:03:31,159 me today. Again, this is Haley Recker with 98 00:03:31,159 --> 00:03:32,379 the Becker's Payer Podcast 99 00:03:32,773 --> 00:03:34,853 recorded live at the Becker's third annual spring 100 00:03:34,853 --> 00:03:35,913 payer issues roundtable. 101 00:03:36,213 --> 00:03:37,893 Doctor, thank you so much. My pleasure. Thank 102 00:03:37,893 --> 00:03:38,393 you.