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 00:00:27,404 --> 00:00:28,385 and people forward. 13 00:00:28,960 --> 00:00:30,960 This is Haley Rudger with the Becker's Payer 14 00:00:30,960 --> 00:00:32,879 Podcast, and we are recording live at the 15 00:00:32,879 --> 00:00:35,539 Becker's third annual spring payer issues roundtable. 16 00:00:36,000 --> 00:00:38,079 Today, I'm thrilled to be joined by Courtney 17 00:00:38,079 --> 00:00:41,439 Whitten, area vice president of enterprise population health 18 00:00:41,439 --> 00:00:42,579 at Advocate Health. 19 00:00:42,984 --> 00:00:44,505 Courtney, thank you so much for joining me 20 00:00:44,505 --> 00:00:46,265 today. Can you go ahead and get us 21 00:00:46,265 --> 00:00:47,865 started by telling us a little bit about 22 00:00:47,865 --> 00:00:49,005 yourself and your background? 23 00:00:49,704 --> 00:00:51,405 Sure. Thank you for having me. 24 00:00:51,704 --> 00:00:53,645 I am the, area vice president 25 00:00:54,185 --> 00:00:56,984 for population health for our Wisconsin division at 26 00:00:56,984 --> 00:00:59,899 Advocate Health. I've been with Advocate over a 27 00:00:59,899 --> 00:01:01,759 decade in several different roles 28 00:01:02,299 --> 00:01:05,280 and, helped build our value based care infrastructure 29 00:01:05,420 --> 00:01:06,560 for the state of Wisconsin 30 00:01:07,340 --> 00:01:10,159 and have recently taken on an expanded role 31 00:01:10,379 --> 00:01:12,239 as a managing network partner 32 00:01:13,454 --> 00:01:15,954 for enterprise population health. Well, congratulations 33 00:01:16,334 --> 00:01:18,655 on that new role. Now to start our 34 00:01:18,655 --> 00:01:21,075 conversation off, I'd like to talk about balancing 35 00:01:21,135 --> 00:01:24,115 affordability and quality. So how is your organization 36 00:01:24,255 --> 00:01:26,015 innovating to manage the cost of care while 37 00:01:26,015 --> 00:01:27,795 maintaining or improving member outcomes? 38 00:01:29,140 --> 00:01:30,680 So quality and affordability 39 00:01:30,980 --> 00:01:32,439 are not mutually exclusive. 40 00:01:32,980 --> 00:01:34,520 In fact, many of our strategies 41 00:01:34,900 --> 00:01:35,400 to 42 00:01:35,700 --> 00:01:37,159 look at cost reduction 43 00:01:37,620 --> 00:01:40,439 revolve around prevention and wellness for our patients. 44 00:01:41,305 --> 00:01:43,384 And building a relationship with our patients in 45 00:01:43,384 --> 00:01:44,604 ambulatory clinic 46 00:01:45,064 --> 00:01:45,884 is key. 47 00:01:46,265 --> 00:01:49,545 We can then help identify which patients have 48 00:01:49,545 --> 00:01:50,444 chronic conditions 49 00:01:51,064 --> 00:01:53,144 or other factors that put them at higher 50 00:01:53,144 --> 00:01:55,244 risk for adverse health events. 51 00:01:55,619 --> 00:01:57,319 So when we get to know our patients 52 00:01:57,939 --> 00:01:59,000 in a more regular 53 00:01:59,379 --> 00:02:01,379 setting, then we can start to predict who 54 00:02:01,379 --> 00:02:02,359 will be at risk 55 00:02:02,739 --> 00:02:04,280 for adverse health events 56 00:02:04,659 --> 00:02:06,739 and start to proactively set them up with 57 00:02:06,739 --> 00:02:07,239 resources 58 00:02:08,675 --> 00:02:10,914 and support programs to try and help maintain 59 00:02:10,914 --> 00:02:12,455 their highest level of health. 60 00:02:13,074 --> 00:02:15,175 This should in turn lead to fewer 61 00:02:15,474 --> 00:02:16,534 emergency room, 62 00:02:17,074 --> 00:02:20,995 hospital stays, skilled nursing facility stays, and, really, 63 00:02:20,995 --> 00:02:22,534 you know, demonstrates the 64 00:02:22,900 --> 00:02:24,599 strong quality of care for our patients. 65 00:02:25,060 --> 00:02:26,419 Well, I'd like to go off of that 66 00:02:26,419 --> 00:02:29,139 on the quality of care. So what best 67 00:02:29,139 --> 00:02:31,620 practices or tools does your organization rely on 68 00:02:31,620 --> 00:02:33,400 to keep quality of care at the forefront? 69 00:02:34,659 --> 00:02:37,245 So it's important to stay on top of 70 00:02:37,245 --> 00:02:39,965 new quality programs and regulations as they're coming 71 00:02:39,965 --> 00:02:42,685 out. Especially nowadays, it feels like things are 72 00:02:42,685 --> 00:02:43,824 changing very rapidly. 73 00:02:44,525 --> 00:02:47,004 But quality is still key, and building a 74 00:02:47,004 --> 00:02:48,384 relationship with our patients 75 00:02:48,844 --> 00:02:50,879 is the most important part of that. 76 00:02:51,599 --> 00:02:54,400 We do use technology. So we have, patient 77 00:02:54,400 --> 00:02:57,599 lists. We identify care gaps, and we use 78 00:02:57,599 --> 00:02:59,620 technology partners that can help, 79 00:03:00,480 --> 00:03:03,280 proactive outreach to those patients and work on 80 00:03:03,280 --> 00:03:05,985 addressing those care gaps. We've also got some 81 00:03:05,985 --> 00:03:07,444 creative solutions around, 82 00:03:07,985 --> 00:03:10,324 virtual care, remote patient monitoring 83 00:03:11,025 --> 00:03:13,905 services for patients at home who are not 84 00:03:13,905 --> 00:03:15,764 able or not willing to come in 85 00:03:16,064 --> 00:03:18,385 for their care. So meeting the patients where 86 00:03:18,385 --> 00:03:19,125 they are, 87 00:03:19,539 --> 00:03:21,620 to help look at the the data and 88 00:03:21,620 --> 00:03:24,439 metrics, but also really provide that patient centric 89 00:03:24,979 --> 00:03:27,620 care helps us, you know, understand those care 90 00:03:27,620 --> 00:03:28,520 gaps and 91 00:03:29,219 --> 00:03:29,719 then, 92 00:03:30,419 --> 00:03:32,759 help patients maintain their highest level of health. 93 00:03:33,055 --> 00:03:35,875 So on the topic of patient centric care, 94 00:03:36,094 --> 00:03:38,655 member satisfaction is essential to thrive in today's 95 00:03:38,655 --> 00:03:39,875 competitive health care landscape. 96 00:03:40,254 --> 00:03:43,055 So what experience or engagement strategies have proven 97 00:03:43,055 --> 00:03:44,814 effective for your organization, and how are you 98 00:03:44,814 --> 00:03:45,955 measuring that success? 99 00:03:46,889 --> 00:03:49,610 I agree. Patient satisfaction is really important, and 100 00:03:49,610 --> 00:03:51,469 it's a good barometer of the trust 101 00:03:51,930 --> 00:03:54,030 that we have with our patients between, 102 00:03:54,569 --> 00:03:55,310 the clinician, 103 00:03:55,689 --> 00:03:57,949 the patient, and even the communities and caregivers 104 00:03:58,010 --> 00:03:59,849 that we serve. So a big part of 105 00:03:59,849 --> 00:04:01,389 that is managing expectations, 106 00:04:02,784 --> 00:04:05,584 helping patients understand if there are any delays 107 00:04:05,584 --> 00:04:07,985 or issues that we can anticipate in getting 108 00:04:07,985 --> 00:04:09,125 out in front of those, 109 00:04:09,504 --> 00:04:11,824 and then also checking in with patients while 110 00:04:11,824 --> 00:04:13,985 they're at our settings of care to see 111 00:04:13,985 --> 00:04:16,944 if they have additional questions or concerns or 112 00:04:16,944 --> 00:04:17,444 issues. 113 00:04:17,970 --> 00:04:20,129 And that does two things. The first is 114 00:04:20,129 --> 00:04:21,670 it lets patients feel heard 115 00:04:22,129 --> 00:04:25,170 if they have some feedback or questions for 116 00:04:25,170 --> 00:04:27,970 us, and it also enables us to provide 117 00:04:27,970 --> 00:04:29,189 a timely solution, 118 00:04:29,810 --> 00:04:31,910 that we can agree upon with the patients. 119 00:04:32,449 --> 00:04:32,949 And 120 00:04:33,675 --> 00:04:37,454 thinking of treating patients with respect and empathy 121 00:04:37,995 --> 00:04:40,154 is is really important. That does more than 122 00:04:40,154 --> 00:04:42,334 just build your survey results. 123 00:04:42,714 --> 00:04:45,675 It allows us to build relationships with patient. 124 00:04:45,675 --> 00:04:47,134 It goes to patient loyalty. 125 00:04:47,599 --> 00:04:48,419 It goes to 126 00:04:48,720 --> 00:04:50,639 understanding and getting to know our patients so 127 00:04:50,639 --> 00:04:52,079 they will come to us and call us 128 00:04:52,079 --> 00:04:52,579 first 129 00:04:52,959 --> 00:04:55,199 when they need care and allows us to 130 00:04:55,199 --> 00:04:57,120 provide the highest standard of care that we 131 00:04:57,120 --> 00:04:57,620 can. 132 00:04:58,479 --> 00:04:58,979 Absolutely. 133 00:04:59,279 --> 00:05:01,120 And looking ahead, what do you see as 134 00:05:01,120 --> 00:05:03,345 the biggest opportunity for payers to lead the 135 00:05:03,345 --> 00:05:05,985 charge in transforming care delivery and driving better 136 00:05:05,985 --> 00:05:07,125 outcomes for all stakeholders? 137 00:05:08,305 --> 00:05:10,064 Now more than ever, I think we have 138 00:05:10,064 --> 00:05:11,524 an abundance of data. 139 00:05:11,904 --> 00:05:12,404 And 140 00:05:12,705 --> 00:05:14,590 what do we do with that? How we 141 00:05:14,590 --> 00:05:17,150 analyze data, how we learn from it, that 142 00:05:17,150 --> 00:05:19,730 can have a significant impact on 143 00:05:20,110 --> 00:05:21,569 our patients, our communities, 144 00:05:21,949 --> 00:05:22,770 and our teammates. 145 00:05:23,870 --> 00:05:26,750 If we can proactively identify patients who need 146 00:05:26,750 --> 00:05:28,290 additional support and resources 147 00:05:29,024 --> 00:05:30,485 before they have 148 00:05:30,865 --> 00:05:33,045 adverse health events, that's a huge win. 149 00:05:33,584 --> 00:05:36,564 If we can work to streamline our operations 150 00:05:36,705 --> 00:05:38,884 and find some efficiencies using technology, 151 00:05:39,584 --> 00:05:41,925 that can take some of the administrative burden 152 00:05:42,300 --> 00:05:44,079 off of our staff and our clinicians 153 00:05:44,699 --> 00:05:47,919 and allow those folks to spend more time 154 00:05:47,980 --> 00:05:48,480 caring 155 00:05:48,860 --> 00:05:49,839 for our patients. 156 00:05:50,620 --> 00:05:51,120 And 157 00:05:51,660 --> 00:05:52,879 technology can also 158 00:05:53,339 --> 00:05:55,600 offer different access points for care. 159 00:05:55,935 --> 00:05:58,115 So we can consider virtual options, 160 00:05:58,495 --> 00:05:59,875 remote patient monitoring, 161 00:06:00,814 --> 00:06:02,675 in home options for care, 162 00:06:03,134 --> 00:06:05,235 different apps to connect with our patients, 163 00:06:05,694 --> 00:06:09,134 different outreach solutions, and and contact points. So 164 00:06:09,134 --> 00:06:11,699 all of the technology that's out there can 165 00:06:11,699 --> 00:06:13,639 allow us to meet patients where they are, 166 00:06:13,779 --> 00:06:15,620 and this is a really exciting time to 167 00:06:15,620 --> 00:06:17,720 be in health care and to 168 00:06:18,259 --> 00:06:20,279 improve care delivery as we operationalize 169 00:06:20,819 --> 00:06:22,740 some of the technology options that are out 170 00:06:22,740 --> 00:06:23,240 there. 171 00:06:23,714 --> 00:06:26,035 Well, I really enjoyed this conversation with you 172 00:06:26,035 --> 00:06:28,115 today. Again, this is Haley Recker with the 173 00:06:28,115 --> 00:06:29,495 Becker's Payer Podcast, 174 00:06:30,035 --> 00:06:32,514 recording live at the Becker's third annual spring 175 00:06:32,514 --> 00:06:35,154 payer issues roundtable. Courtney, thank you so much. 176 00:06:35,154 --> 00:06:35,895 Thank you.