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 00:00:28,879 --> 00:00:30,879 This is Haley Recker with the Becker's Payer 14 00:00:30,879 --> 00:00:32,640 Podcast, and we are recording live at the 15 00:00:32,640 --> 00:00:35,299 Becker's third annual spring payer issues roundtable. 16 00:00:35,759 --> 00:00:37,439 I am thrilled today to be joined by 17 00:00:37,439 --> 00:00:40,079 Elan Shapiro Straggler, who is the chief health 18 00:00:40,079 --> 00:00:43,304 correspondent at medical affairs officer and senior vice 19 00:00:43,304 --> 00:00:46,024 president at UltaMed Health Services. Elon, thank you 20 00:00:46,024 --> 00:00:47,865 so much for joining me today. It's a 21 00:00:47,865 --> 00:00:49,625 pleasure. Can I have you go ahead and 22 00:00:49,625 --> 00:00:51,225 introduce yourself and tell us a little bit 23 00:00:51,225 --> 00:00:53,625 more about yourself and your background? Gladly. Born 24 00:00:53,625 --> 00:00:55,859 and raised in Mexico City. Had the pleasure 25 00:00:55,920 --> 00:00:58,640 actually to do my MD career over there. 26 00:00:58,640 --> 00:01:01,039 And afterwards, I had the opportunity to work 27 00:01:01,039 --> 00:01:03,460 as a liaison between the secretary of health 28 00:01:03,840 --> 00:01:06,019 and the WHO representing Mexico, 29 00:01:06,400 --> 00:01:08,665 and I loved it. And I saw the 30 00:01:08,665 --> 00:01:09,165 complexities 31 00:01:09,625 --> 00:01:10,125 of, 32 00:01:10,905 --> 00:01:12,905 not only the Pueblitos, the little towns in 33 00:01:12,905 --> 00:01:15,805 Mexico, but also the complexity of multilateral 34 00:01:16,344 --> 00:01:16,844 treaties, 35 00:01:17,145 --> 00:01:18,844 the way of, opportunities, 36 00:01:19,225 --> 00:01:19,725 complex 37 00:01:20,185 --> 00:01:22,204 operational aspects of it, and regulatory, 38 00:01:22,905 --> 00:01:23,405 pathways. 39 00:01:24,000 --> 00:01:26,560 Had the the opportunity to actually be in 40 00:01:26,560 --> 00:01:28,659 Duke Pediatrics here in Chicago, 41 00:01:29,520 --> 00:01:30,500 and afterwards 42 00:01:30,799 --> 00:01:34,159 served in, migrant communities and agricultural workers in 43 00:01:34,159 --> 00:01:36,674 Fort Myers, Florida, and ended up for the 44 00:01:36,674 --> 00:01:38,034 past ten years at, 45 00:01:38,594 --> 00:01:41,394 AltaMed serving as a chief health correspondent medical 46 00:01:41,394 --> 00:01:43,875 affairs officer, but passing along, 47 00:01:44,194 --> 00:01:47,474 mental health, employee health, and, health education and 48 00:01:47,474 --> 00:01:47,974 wellness. 49 00:01:48,950 --> 00:01:50,549 Thank you so much for giving us a 50 00:01:50,549 --> 00:01:52,629 little bit more info on your background. Now 51 00:01:52,629 --> 00:01:54,709 to begin, I'd like to ask you about 52 00:01:54,709 --> 00:01:57,670 the ever evolving regulatory landscape. So what best 53 00:01:57,670 --> 00:01:59,989 practices or tools does your organization rely on 54 00:01:59,989 --> 00:02:01,769 to keep quality of care at the forefront? 55 00:02:02,069 --> 00:02:04,725 I think everybody will love to for me 56 00:02:04,725 --> 00:02:06,645 to tell them what's my crystal ball and 57 00:02:06,645 --> 00:02:08,665 how are we managing all this stuff. 58 00:02:09,044 --> 00:02:10,805 And the important thing is to make sure 59 00:02:10,805 --> 00:02:12,585 that we are in different forms 60 00:02:13,205 --> 00:02:16,564 connecting and making sure that we're relying not 61 00:02:16,564 --> 00:02:20,000 only on, what we're hearing, but also there's 62 00:02:20,000 --> 00:02:22,659 tons of technology out there that gives you 63 00:02:22,799 --> 00:02:23,539 the landscape 64 00:02:24,239 --> 00:02:24,979 and also, 65 00:02:25,919 --> 00:02:27,919 kind of project a lot of the things 66 00:02:27,919 --> 00:02:30,079 that are happening at a local level, at 67 00:02:30,079 --> 00:02:32,000 a state level, and, of course, at the 68 00:02:32,000 --> 00:02:32,979 federal level. 69 00:02:33,985 --> 00:02:34,485 Absolutely. 70 00:02:34,784 --> 00:02:36,305 Now I'm gonna go ahead and pivot the 71 00:02:36,305 --> 00:02:38,705 conversation a little bit to net promoter score, 72 00:02:38,705 --> 00:02:41,105 which is a powerful indicator of member loyalty 73 00:02:41,105 --> 00:02:41,844 and satisfaction. 74 00:02:42,465 --> 00:02:44,385 So how are you using NPS to drive 75 00:02:44,385 --> 00:02:46,645 meaningful improvements across your health plan? 76 00:02:47,409 --> 00:02:48,389 It's a reflection 77 00:02:48,689 --> 00:02:50,770 of a lot of things. It's one is 78 00:02:50,770 --> 00:02:51,270 appreciation 79 00:02:51,569 --> 00:02:54,530 of the member, the patient, and, actually, what 80 00:02:54,530 --> 00:02:57,169 we are doing and what's actually happening on 81 00:02:57,169 --> 00:02:57,830 the ground. 82 00:02:58,210 --> 00:02:59,750 Then it's one of the most, 83 00:03:00,675 --> 00:03:02,754 it's it's kind of a north. I will 84 00:03:02,754 --> 00:03:05,015 not call it the true north of everything, 85 00:03:05,235 --> 00:03:07,155 but actually gives you a lot of feedback 86 00:03:07,155 --> 00:03:09,254 on processes and IVS 87 00:03:09,635 --> 00:03:12,055 from the frontline. Who's actually answering the phone? 88 00:03:12,530 --> 00:03:15,189 How are they getting their referral done? 89 00:03:15,650 --> 00:03:18,050 Are the physicians taking care of them? Are 90 00:03:18,050 --> 00:03:18,710 are they 91 00:03:19,170 --> 00:03:20,790 having the results on time? 92 00:03:21,250 --> 00:03:23,830 All of those things actually end up reflecting 93 00:03:23,969 --> 00:03:26,230 the the that that actually metric. 94 00:03:26,835 --> 00:03:28,915 Then integrating that to make sure that we're 95 00:03:28,915 --> 00:03:32,775 achieving operational value and quality, it's extremely important. 96 00:03:33,314 --> 00:03:35,335 So in addition to that quality, 97 00:03:35,794 --> 00:03:38,034 we've also talked about the imperative to reduce 98 00:03:38,034 --> 00:03:40,390 costs and advance health equity. So how do 99 00:03:40,390 --> 00:03:42,969 you approach aligning these priorities in your organization's 100 00:03:43,110 --> 00:03:44,090 strategic vision? 101 00:03:44,710 --> 00:03:46,629 A lot of people think that that's completely 102 00:03:46,629 --> 00:03:49,210 separate one to the other. On reality, 103 00:03:49,510 --> 00:03:50,330 they're tied. 104 00:03:50,629 --> 00:03:50,950 And, 105 00:03:51,830 --> 00:03:54,090 it's very hard, and I'm a practicing physician. 106 00:03:54,230 --> 00:03:55,930 And, we always hear 107 00:03:56,444 --> 00:03:59,084 that our doctors tell us, you know, one, 108 00:03:59,084 --> 00:04:00,864 make sure that you're eating green stuff. 109 00:04:01,324 --> 00:04:04,125 Two, make exercise. And three, actually go and, 110 00:04:04,125 --> 00:04:04,784 you know, 111 00:04:05,245 --> 00:04:07,025 sleep well and everything else. 112 00:04:07,485 --> 00:04:08,465 Then on reality, 113 00:04:08,844 --> 00:04:10,544 when my patients go to a community 114 00:04:11,240 --> 00:04:13,080 and they're in the supermarket, they they know 115 00:04:13,080 --> 00:04:14,460 what's the green stuff, but 116 00:04:15,480 --> 00:04:18,680 they actually fight against hunger. Then sometimes the 117 00:04:18,680 --> 00:04:20,920 green stuff is actually more expensive and Mhmm. 118 00:04:21,000 --> 00:04:23,319 Doesn't fight that. Or the other part of 119 00:04:23,319 --> 00:04:24,139 doing exercise, 120 00:04:24,444 --> 00:04:26,685 maybe there's no green spaces around them or 121 00:04:26,685 --> 00:04:29,805 maybe they're not safe. Then integrating the way 122 00:04:29,805 --> 00:04:32,625 that we are approaching the linguistically and culturally 123 00:04:32,764 --> 00:04:33,264 concordant 124 00:04:33,884 --> 00:04:36,365 hell is extremely important to make sure that 125 00:04:36,365 --> 00:04:37,745 we are not just driving, 126 00:04:38,350 --> 00:04:41,629 you know, those medications, those screenings, but also 127 00:04:41,629 --> 00:04:43,490 trying to go outside of the 128 00:04:43,790 --> 00:04:45,550 way that we are pursuing health care. You 129 00:04:45,550 --> 00:04:47,870 know, like that, I go to a doctor 130 00:04:47,870 --> 00:04:49,470 and I see the doctor and I do 131 00:04:49,470 --> 00:04:52,074 that connection to the part of how can 132 00:04:52,074 --> 00:04:53,294 we really integrate 133 00:04:53,595 --> 00:04:55,995 everybody as a human. Because the interaction with 134 00:04:55,995 --> 00:04:57,774 the doctors may be half an hour, 135 00:04:58,314 --> 00:05:00,634 but the interaction with the community is long 136 00:05:00,634 --> 00:05:01,134 lasting. 137 00:05:01,834 --> 00:05:03,995 Absolutely. Well, thank you so much for taking 138 00:05:03,995 --> 00:05:05,914 the time to have this conversation with me 139 00:05:05,914 --> 00:05:08,160 today. Again, this is Haley Brecker with the 140 00:05:08,160 --> 00:05:09,379 Becker's Payer Podcast 141 00:05:09,839 --> 00:05:12,080 recorded live at the Becker's third annual spring 142 00:05:12,080 --> 00:05:14,639 payer issues roundtable. Elan, thank you so much. 143 00:05:14,639 --> 00:05:15,540 Always a pleasure.