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This is Hailey Recker with the Becker's Payer
Podcast, and we are recording live at the
Becker's third annual spring payer issues roundtable.
I am thrilled today to be joined by
doctor Sachin Jain, president and CEO of SCAN
Group. It is my understanding that you just
finished speaking in the Conference Conference Room, so
thank you so much for taking the time
to be here today. My pleasure.
Can you go ahead and introduce yourself and
tell us a little bit about your background?
Sure. Sachin Jain, I lead SCAN Group. SCAN
is a not for profit Medicare Advantage
organization that was started in 1977.
We have a presence in California, Arizona, Nevada,
New Mexico, and Texas,
and,
serve over 300,000
members. We also now operate,
five different medical groups,
that serve special populations,
within the older adult population.
Alright. Well, thank you so much for that
brief introduction.
Now to get started, net promoter score is
a powerful indicator of member loyalty and satisfaction.
How are how are you using NPS to
drive meaningful and
improvements across your health plan? Look. I think
NPS is just what you're measuring. At the
end of the day, it's really about, like,
changing the experience of care. And I think
a lot of what we think about at
SCAN as first principles,
You know, what would it look like to
actually treat this person like a person as
opposed to a health plan member?
And a lot of that is, like, getting
into the space of not normalizing the abnormal
practices that
really,
we've normalized in our industry. We treat people
like ping pong balls. We send them,
from, you know, one call center to the
other call center to the other call center,
and we call it, quote, unquote, great member
service.
We're in the process of trying to really
unpack what it is that we do with
our members,
and then get them into a place where
they're feeling like we're treating them more like
humans than they are like health plan members.
Well, that's super important. And I kind of
wanna pivot the conversation a little bit to
the future of the payer space.
So looking ahead, what do you see as
the biggest opportunity for payers to lead the
charge in transforming care delivery and driving better
outcomes for all stakeholders? And how can leaders
take a step in this direction now? For
us, it's driving a much higher degree of
collaboration between payers and providers.
Right now, payers and providers sit on opposite
side of the table and basically argue about
rates. And then, you know, there's some cute
window dressing that's about service innovation or quality
innovation.
But the reality is is that most of
what takes place between payers and providers
is haggling over rates.
I think, you know, our most recently announced
partnership with Sutter Health Plan Sutter Medical Group
or Sutter Health System,
you know, exemplifies the kinds of things that
we wanna see more of in health care,
which is payers and providers collaborating
to build new provider oriented health plans, provider
sponsored health plans, provider partnered health plans, that
ultimately are gonna serve members
through a a lot of innovation and collaboration.
Right now, I would say the nature of
the relationship just needs to change very fundamentally.
Well, doctor, thank you so much for joining
me today. Again, this is Haley Recker with
the Becker's Payer Podcast
recorded live at the Becker's third annual spring
payer issues roundtable.
Doctor, thank you so much. My pleasure. Thank
you.