1 00:00:00,080 --> 00:00:01,860 This episode is brought to you by Veradigm, 2 00:00:02,159 --> 00:00:04,639 the only health care technology company connecting all 3 00:00:04,639 --> 00:00:07,859 corners of care. Some companies deliver clinical data. 4 00:00:08,000 --> 00:00:09,859 Others turn that data into insights. 5 00:00:10,160 --> 00:00:12,000 A few provide point of care tools to 6 00:00:12,000 --> 00:00:12,500 clinicians. 7 00:00:13,064 --> 00:00:15,804 Veradigm does it all at a national scale. 8 00:00:15,865 --> 00:00:18,184 That's why leading health care organizations are part 9 00:00:18,184 --> 00:00:21,304 of the Veradigm network. By enabling smarter, more 10 00:00:21,304 --> 00:00:24,504 connected workflows, Veradigm helps close care gaps right 11 00:00:24,504 --> 00:00:26,184 at the point of care where it matters 12 00:00:26,184 --> 00:00:26,844 the most. 13 00:00:27,149 --> 00:00:29,910 Whether you're a provider, a biopharma company, or 14 00:00:29,910 --> 00:00:32,689 a health plan, visit veradigm.com. 15 00:00:32,829 --> 00:00:36,429 That's veradigm.com 16 00:00:36,429 --> 00:00:38,530 to learn how Veradigm can help you too. 17 00:00:39,085 --> 00:00:41,244 Hello, everyone. This is Jacob Emerson with the 18 00:00:41,244 --> 00:00:44,284 Becker's Payer Issues podcast. Thrilled today to be 19 00:00:44,284 --> 00:00:46,924 joined by Amy Jordan, who's the vice president 20 00:00:46,924 --> 00:00:49,265 of consumer experience within UnitedHealthcare's 21 00:00:49,725 --> 00:00:52,445 commercial business. Amy, thank you so much for 22 00:00:52,445 --> 00:00:53,725 taking the time to be with me on 23 00:00:53,725 --> 00:00:54,704 the podcast today. 24 00:00:55,539 --> 00:00:56,980 Well, thank you so much for having me. 25 00:00:56,980 --> 00:00:58,200 I'm excited to be here. 26 00:00:58,579 --> 00:01:01,140 Absolutely. And, before we dive into everything we 27 00:01:01,140 --> 00:01:02,659 wanna talk with you about, Amy, can you 28 00:01:02,659 --> 00:01:04,599 tell us a little bit more about yourself 29 00:01:04,900 --> 00:01:06,500 and what it is that you do today 30 00:01:06,500 --> 00:01:07,240 at UnitedHealthcare? 31 00:01:08,545 --> 00:01:10,965 Perfect. Yeah. Happy to. So, yes, I am, 32 00:01:11,265 --> 00:01:13,765 in charge of all things digital and consumer 33 00:01:13,905 --> 00:01:15,444 experience for UnitedHealthcare. 34 00:01:15,745 --> 00:01:17,825 I've been with the organization for about six 35 00:01:17,825 --> 00:01:18,325 years. 36 00:01:19,025 --> 00:01:21,265 And so I'm really focused on our digital 37 00:01:21,265 --> 00:01:22,564 experiences with UnitedHealthcare 38 00:01:22,865 --> 00:01:24,180 app and our, 39 00:01:24,900 --> 00:01:27,459 web experience, my uhc.com. And then I also 40 00:01:27,459 --> 00:01:29,939 lead our rewards and incentive programs for the 41 00:01:29,939 --> 00:01:32,680 commercial business and really focus on supporting, 42 00:01:33,380 --> 00:01:34,819 our teams out in the field to make 43 00:01:34,819 --> 00:01:36,040 sure that they are talking, 44 00:01:36,685 --> 00:01:38,125 about the great tools that we feel like 45 00:01:38,125 --> 00:01:40,045 we're building here at UnitedHealthcare to support our 46 00:01:40,045 --> 00:01:40,545 members. 47 00:01:41,245 --> 00:01:43,325 Fantastic. Well, let's talk about one of those 48 00:01:43,325 --> 00:01:45,585 tools, Amy. As as you know, UnitedHealthcare 49 00:01:46,125 --> 00:01:48,844 recently launched a data driven enhancement to its 50 00:01:48,844 --> 00:01:50,225 provider search quality, 51 00:01:51,019 --> 00:01:53,579 that aims to help people more easily connect 52 00:01:53,579 --> 00:01:55,739 with care based on their personal needs, their 53 00:01:55,739 --> 00:01:56,959 their health plan benefits, 54 00:01:57,260 --> 00:01:59,739 and their own preferences. So talk to us 55 00:01:59,739 --> 00:02:01,900 a little bit about this. What is Smart 56 00:02:01,900 --> 00:02:04,239 Choice, and who is it available to? 57 00:02:04,734 --> 00:02:05,935 Yeah. Absolutely. It's, 58 00:02:06,334 --> 00:02:08,574 we're very excited about it. It launched about 59 00:02:08,574 --> 00:02:10,514 six to eight weeks ago now, 60 00:02:10,974 --> 00:02:12,495 and we did a a slow rollout, and 61 00:02:12,495 --> 00:02:15,215 it's broadly available now to a large portion 62 00:02:15,215 --> 00:02:16,974 of our commercial business. We have a few 63 00:02:16,974 --> 00:02:19,560 separate health plans that are on on different 64 00:02:19,560 --> 00:02:21,639 and distinct tools, but the majority of our 65 00:02:21,639 --> 00:02:23,259 commercial business now has access 66 00:02:23,639 --> 00:02:24,460 to this tool. 67 00:02:24,840 --> 00:02:27,180 I think it really starts with our overarching 68 00:02:27,400 --> 00:02:30,040 strategy around really trying to simplify the health 69 00:02:30,040 --> 00:02:31,020 health care system 70 00:02:31,335 --> 00:02:34,314 for our members, particularly around guidance and navigation. 71 00:02:34,694 --> 00:02:36,854 We're all aware of how complex the health 72 00:02:36,854 --> 00:02:38,935 care system can be, and we have a 73 00:02:38,935 --> 00:02:41,175 really broad network, which is great. It provides 74 00:02:41,175 --> 00:02:42,854 a lot of choice for our members, but 75 00:02:42,854 --> 00:02:44,615 sometimes can be hard to figure out who 76 00:02:44,615 --> 00:02:46,395 should I see and when should I see, 77 00:02:46,919 --> 00:02:49,180 which resource and for what problem. And so 78 00:02:49,240 --> 00:02:51,479 our goal is to really create simple tools, 79 00:02:51,479 --> 00:02:53,319 and Smart Choice is kind of the first 80 00:02:53,319 --> 00:02:53,819 example 81 00:02:54,280 --> 00:02:56,360 of that that we've launched recently to really 82 00:02:56,360 --> 00:02:58,520 kind of help drill down into some of 83 00:02:58,520 --> 00:03:00,584 that data and really bring it forward in 84 00:03:00,584 --> 00:03:02,985 an easy to understand way. So it's a 85 00:03:02,985 --> 00:03:06,424 proprietary scoring methodology that we created here that's 86 00:03:06,424 --> 00:03:07,965 across those five capabilities 87 00:03:08,344 --> 00:03:09,245 of quality, 88 00:03:10,344 --> 00:03:10,844 benefits, 89 00:03:12,264 --> 00:03:13,324 personal fit, 90 00:03:14,229 --> 00:03:15,290 convenience factors, 91 00:03:15,669 --> 00:03:18,949 and then ultimately that provider data quality component, 92 00:03:18,949 --> 00:03:20,389 which we know is a is a challenge 93 00:03:20,389 --> 00:03:22,250 to make sure that we're keeping that information 94 00:03:22,310 --> 00:03:24,150 up to date, as members are coming in 95 00:03:24,150 --> 00:03:25,669 and searching the tools. So we're trying to 96 00:03:25,669 --> 00:03:27,430 be as transparent as possible about when we 97 00:03:27,430 --> 00:03:29,370 last validated that provider information. 98 00:03:29,750 --> 00:03:31,405 So that's kind of the core of what 99 00:03:31,405 --> 00:03:33,805 it is, and we score those providers across 100 00:03:33,805 --> 00:03:35,824 that algorithm zero to 100 101 00:03:35,965 --> 00:03:37,644 and then match that up to what the 102 00:03:37,644 --> 00:03:39,484 member is searching for to try to provide 103 00:03:39,484 --> 00:03:42,284 the best fit for that member, to help 104 00:03:42,284 --> 00:03:43,584 them make that smart choice. 105 00:03:44,740 --> 00:03:47,159 Sure. Understood. So this is all about simplifying 106 00:03:47,539 --> 00:03:49,780 access to high quality care. I wonder if 107 00:03:49,780 --> 00:03:51,379 you could expand a bit for us, Amy, 108 00:03:51,379 --> 00:03:54,500 in terms of specific member pain points or 109 00:03:54,500 --> 00:03:55,379 unmet needs, 110 00:03:55,699 --> 00:03:58,199 that really prompted the development of Smart Choice 111 00:03:58,534 --> 00:03:59,834 and how the platform's 112 00:04:00,215 --> 00:04:03,894 personalization engine improves the care navigation experience compared 113 00:04:03,894 --> 00:04:04,394 to, 114 00:04:04,935 --> 00:04:06,314 previous search tools. 115 00:04:07,334 --> 00:04:08,854 So I think it's great. You know, for 116 00:04:08,854 --> 00:04:11,689 us, it was really focused on how how 117 00:04:11,689 --> 00:04:14,250 we can bring forward this information in an 118 00:04:14,250 --> 00:04:16,490 easy to ingest way. And some people want 119 00:04:16,490 --> 00:04:18,729 a lot of information, and some people don't 120 00:04:18,729 --> 00:04:20,569 necessarily need all of the nuts and bolts. 121 00:04:20,569 --> 00:04:22,250 And, you know, that changes from person to 122 00:04:22,250 --> 00:04:24,089 person. Maybe if I'm just going to search 123 00:04:24,089 --> 00:04:26,365 for a primary care physician, maybe a little 124 00:04:26,365 --> 00:04:28,205 less invested. But if I'm going out and 125 00:04:28,205 --> 00:04:30,685 I'm getting a knee procedure done or something 126 00:04:30,685 --> 00:04:32,444 that's a little bit more extensive, I I'm 127 00:04:32,444 --> 00:04:33,665 gonna do more research. 128 00:04:34,045 --> 00:04:35,504 And so we're trying to balance, 129 00:04:36,125 --> 00:04:38,625 how much information we're providing to not overwhelm 130 00:04:39,220 --> 00:04:41,139 our members because not all of them are, 131 00:04:41,139 --> 00:04:43,060 you know, as invested in this as maybe 132 00:04:43,060 --> 00:04:44,339 we all are and those of you listening 133 00:04:44,339 --> 00:04:46,100 on the podcast to truly understand some of 134 00:04:46,100 --> 00:04:47,860 the nuts and bolts. And so it's really 135 00:04:47,860 --> 00:04:50,259 around creating that easy to understand score and 136 00:04:50,259 --> 00:04:52,305 then allowing for those double clicks in to 137 00:04:52,305 --> 00:04:54,305 really understand for those members that maybe want 138 00:04:54,305 --> 00:04:55,525 a little bit more information. 139 00:04:55,985 --> 00:04:58,064 So when they go into the experience, they 140 00:04:58,064 --> 00:04:59,985 can see the score. You can take that 141 00:04:59,985 --> 00:05:02,245 at at face value and make your decision, 142 00:05:02,465 --> 00:05:04,145 or you can click in and you can 143 00:05:04,145 --> 00:05:06,165 really read up on some of these providers. 144 00:05:06,519 --> 00:05:08,699 We have all of the the biography information, 145 00:05:09,479 --> 00:05:10,379 cost information, 146 00:05:10,839 --> 00:05:11,740 you know, location, 147 00:05:12,120 --> 00:05:14,680 quality metric information that's in there. But then 148 00:05:14,680 --> 00:05:17,159 you can really understand how they rate at 149 00:05:17,159 --> 00:05:19,464 that quality component to make up the score, 150 00:05:19,464 --> 00:05:21,625 how they rate across your benefits. Am I 151 00:05:21,625 --> 00:05:23,865 maximizing all of the benefits available to me 152 00:05:23,865 --> 00:05:26,105 as a member? And then those convenience factors. 153 00:05:26,105 --> 00:05:28,024 Do they have nights and weekends available? Do 154 00:05:28,024 --> 00:05:30,504 they offer online scheduling? Do they offer virtual 155 00:05:30,504 --> 00:05:32,665 visits? All of that is built into this 156 00:05:32,665 --> 00:05:35,279 as well. And then finally, that personal fit 157 00:05:35,279 --> 00:05:36,879 profile, which is really a key part of 158 00:05:36,879 --> 00:05:37,699 that personalization 159 00:05:38,000 --> 00:05:39,139 strategy you mentioned. 160 00:05:39,519 --> 00:05:42,319 It's it's really bringing forward the member's own 161 00:05:42,319 --> 00:05:42,819 preferences 162 00:05:43,199 --> 00:05:45,039 combined with what we all know in this 163 00:05:45,039 --> 00:05:47,535 industry from a quality data metrics perspective and 164 00:05:47,535 --> 00:05:49,455 really marrying the two together. So you're taking 165 00:05:49,455 --> 00:05:51,455 the best of both worlds, if you will. 166 00:05:51,455 --> 00:05:53,475 So you're not losing the steerage to quality. 167 00:05:53,694 --> 00:05:55,535 But when things are equal from a quality 168 00:05:55,535 --> 00:05:57,314 and benefit maximization perfection 169 00:05:57,694 --> 00:05:58,194 perspective, 170 00:05:58,495 --> 00:06:00,335 it's really around how then we look at 171 00:06:00,335 --> 00:06:02,115 what matters most to you as the member, 172 00:06:02,319 --> 00:06:04,720 gender of a provider, language of that provider 173 00:06:04,720 --> 00:06:05,220 spoken, 174 00:06:05,920 --> 00:06:08,000 board certifications or not. Those are the types 175 00:06:08,000 --> 00:06:09,680 of factors we can layer in with that 176 00:06:09,680 --> 00:06:10,740 personal fit profile. 177 00:06:11,519 --> 00:06:14,180 Absolutely. No. This this sounds very, very beneficial 178 00:06:14,399 --> 00:06:15,779 from the member's perspective. 179 00:06:16,264 --> 00:06:18,504 And and as I understand it, UnitedHealthcare actually 180 00:06:18,504 --> 00:06:20,764 made over 400 digital enhancements 181 00:06:21,144 --> 00:06:22,204 last year alone. 182 00:06:23,064 --> 00:06:25,384 So so how does SmartChoice fit into that 183 00:06:25,384 --> 00:06:28,524 broader digital transformation strategy? And I wonder, Amy, 184 00:06:28,584 --> 00:06:30,345 what lessons would you share with the other 185 00:06:30,345 --> 00:06:31,805 insurers or employers 186 00:06:32,370 --> 00:06:34,370 listening in, who could take, 187 00:06:34,930 --> 00:06:37,889 take lessons from your investment in consumer facing 188 00:06:37,889 --> 00:06:38,389 tech? 189 00:06:39,410 --> 00:06:41,170 Yeah. For sure. We have done a a 190 00:06:41,170 --> 00:06:43,089 lot of work to really improve our digital 191 00:06:43,089 --> 00:06:45,089 experiences. You know? We're really proud of the 192 00:06:45,089 --> 00:06:46,770 fact that we are the number one payer 193 00:06:46,770 --> 00:06:48,764 app out there right now in the Apple 194 00:06:48,764 --> 00:06:50,764 and Google Store, and we've received a lot 195 00:06:50,764 --> 00:06:53,564 of positive feedback from our consultant partners in 196 00:06:53,564 --> 00:06:55,185 the industry and our employer partners 197 00:06:55,564 --> 00:06:57,644 really around the investments we've made and how 198 00:06:57,644 --> 00:06:59,904 far we've taken some of the digital capabilities 199 00:06:59,964 --> 00:07:01,024 we've brought forward. 200 00:07:01,430 --> 00:07:03,430 For us, that smart choice is one of 201 00:07:03,430 --> 00:07:06,169 the first kind of cornerstones of our retail 202 00:07:06,229 --> 00:07:08,310 focus strategy. And what I mean by that 203 00:07:08,310 --> 00:07:10,469 is how do we really simplify the health 204 00:07:10,469 --> 00:07:11,289 care experience 205 00:07:11,589 --> 00:07:13,555 to really allow for that that true kind 206 00:07:13,555 --> 00:07:14,134 of shopping 207 00:07:14,834 --> 00:07:15,334 component 208 00:07:15,714 --> 00:07:17,714 that you get with most other things within 209 00:07:17,714 --> 00:07:20,754 your daily life except health care. Oftentimes, health 210 00:07:20,754 --> 00:07:22,675 care is decisions are made for us, whether 211 00:07:22,675 --> 00:07:24,355 that's in the provider's office or due to, 212 00:07:24,355 --> 00:07:26,615 you know, an emergency and having to to 213 00:07:26,750 --> 00:07:29,310 find the closest care, and it's not necessarily 214 00:07:29,310 --> 00:07:31,330 something that you shop for historically. 215 00:07:31,870 --> 00:07:34,430 And with this tool, among a few others 216 00:07:34,430 --> 00:07:36,029 that we have planned as part of a 217 00:07:36,029 --> 00:07:37,009 broader strategy 218 00:07:37,550 --> 00:07:39,949 around making this more retail focused and retail 219 00:07:39,949 --> 00:07:42,675 friendly, we're really trying to empower our consumers 220 00:07:42,675 --> 00:07:45,175 to really allow them to shop, to compare, 221 00:07:45,475 --> 00:07:47,235 to make the best decision that fits their 222 00:07:47,235 --> 00:07:49,395 needs in that moment, and then bring that 223 00:07:49,395 --> 00:07:52,035 forward and and hopefully help improve their health 224 00:07:52,035 --> 00:07:52,535 overall 225 00:07:53,089 --> 00:07:55,430 with these tools there to really guide them 226 00:07:55,649 --> 00:07:58,209 appropriately and to help them maximize their dollars, 227 00:07:58,209 --> 00:08:00,289 which we know are increasingly becoming less and 228 00:08:00,289 --> 00:08:00,789 less. 229 00:08:01,169 --> 00:08:02,849 And so really trying to just provide our 230 00:08:02,849 --> 00:08:04,789 members with as much information as possible 231 00:08:05,089 --> 00:08:06,949 to make health care, while challenging, 232 00:08:07,329 --> 00:08:08,470 a simpler experience. 233 00:08:09,225 --> 00:08:09,725 Absolutely. 234 00:08:10,104 --> 00:08:11,384 Well, I mean, if we're talking about the 235 00:08:11,384 --> 00:08:13,704 bigger context here as well, we know that 236 00:08:13,704 --> 00:08:14,584 67 237 00:08:14,584 --> 00:08:17,485 of employers today are collecting and analyzing 238 00:08:17,785 --> 00:08:19,485 employee health data in-depth. 239 00:08:20,264 --> 00:08:22,185 So how do you think the tools like 240 00:08:22,185 --> 00:08:23,644 Smart Choice will, 241 00:08:24,240 --> 00:08:26,660 evolve as part of a broader shift towards 242 00:08:26,800 --> 00:08:29,600 more data driven health plan design and and 243 00:08:29,600 --> 00:08:30,580 value based care? 244 00:08:31,360 --> 00:08:33,360 Yeah. I certainly think the data is a 245 00:08:33,360 --> 00:08:36,399 key part in bringing forward that personalized approach 246 00:08:36,399 --> 00:08:38,865 to health care. And, certainly, we've seen that 247 00:08:39,184 --> 00:08:41,825 evolution over the past, you know, few years. 248 00:08:41,825 --> 00:08:43,985 Particularly, we certainly have been focused on it 249 00:08:43,985 --> 00:08:45,745 in the six years that I've been here 250 00:08:45,745 --> 00:08:48,625 and increasingly investing more and more there. But 251 00:08:48,625 --> 00:08:50,384 the more data that we have on an 252 00:08:50,384 --> 00:08:52,544 individual member or the more data we are 253 00:08:52,544 --> 00:08:53,044 given, 254 00:08:53,480 --> 00:08:56,279 for ourselves to make informed decisions, we're really 255 00:08:56,279 --> 00:08:58,679 able to unlock, you know, key differences that 256 00:08:58,679 --> 00:09:00,440 are gonna matter most to me based off 257 00:09:00,440 --> 00:09:02,759 of my health care needs, and maybe they'll 258 00:09:02,759 --> 00:09:04,220 shift from year to year, 259 00:09:04,679 --> 00:09:06,615 to really bring forward plan designs that are 260 00:09:06,615 --> 00:09:08,054 going to be able to address those better. 261 00:09:08,054 --> 00:09:09,815 And so the more that we can ingest 262 00:09:09,815 --> 00:09:11,514 data, medical data, 263 00:09:12,455 --> 00:09:14,294 and bring that forward in a way that's 264 00:09:14,294 --> 00:09:14,794 that's, 265 00:09:15,495 --> 00:09:17,815 helpful to the members as they're making decisions, 266 00:09:17,815 --> 00:09:19,894 whether that's upfront when they're deciding on their 267 00:09:19,894 --> 00:09:21,919 benefit plan design or throughout the year as 268 00:09:21,919 --> 00:09:24,159 they're figuring out how to best utilize those 269 00:09:24,159 --> 00:09:26,000 plans, we're really gonna be able to unlock 270 00:09:26,000 --> 00:09:28,399 for them a lot of key opportunities to 271 00:09:28,399 --> 00:09:30,019 not only improve their health, 272 00:09:30,559 --> 00:09:33,120 save themselves some money, but ultimately plan better 273 00:09:33,120 --> 00:09:34,879 for the future as they're thinking about those 274 00:09:34,879 --> 00:09:35,379 next 275 00:09:35,725 --> 00:09:37,565 steps or phases of their life, whether they 276 00:09:37,565 --> 00:09:38,764 know they're planning, you know, 277 00:09:39,404 --> 00:09:40,924 to try and, you know, build a family 278 00:09:40,924 --> 00:09:42,845 in the years to come or whatnot. By 279 00:09:42,845 --> 00:09:45,085 giving them that information and kind of ingesting 280 00:09:45,085 --> 00:09:46,684 that and then returning that to them in 281 00:09:46,684 --> 00:09:48,304 a way that's really easy to understand, 282 00:09:49,339 --> 00:09:51,500 and and make decisions off of, we're hoping 283 00:09:51,500 --> 00:09:52,940 that we're really gonna be able to build 284 00:09:52,940 --> 00:09:55,839 out something that provides for that more consumer 285 00:09:55,899 --> 00:09:56,399 choice, 286 00:09:57,019 --> 00:09:58,860 and the evolution of health care as we 287 00:09:58,860 --> 00:09:59,600 look ahead. 288 00:10:00,459 --> 00:10:02,595 Wonderful. Well, Amy, what else are we missing? 289 00:10:02,595 --> 00:10:04,754 Are there any final thoughts that you'd like 290 00:10:04,754 --> 00:10:06,615 to share with our listeners today? 291 00:10:07,634 --> 00:10:08,914 I think for us, you know, the biggest 292 00:10:08,914 --> 00:10:10,194 thing, as I said, is really, right, how 293 00:10:10,194 --> 00:10:12,115 can we put the consumer at everything that 294 00:10:12,115 --> 00:10:13,714 we do? And that's been a a shift 295 00:10:13,714 --> 00:10:15,814 for us over the past couple of years. 296 00:10:15,875 --> 00:10:17,975 We certainly have always been consumer focused, 297 00:10:18,570 --> 00:10:20,809 but our leadership has really challenged us to 298 00:10:20,809 --> 00:10:23,789 think about that consumer experience. And we've increasingly 299 00:10:23,929 --> 00:10:25,929 see that come up as we're talking to 300 00:10:25,929 --> 00:10:28,649 our employers and clients around how we're better 301 00:10:28,649 --> 00:10:31,450 engaging consumers. And so as we think about 302 00:10:31,450 --> 00:10:33,705 all of the tools that we're building out, 303 00:10:33,785 --> 00:10:35,625 they're great. We hope that they are going 304 00:10:35,625 --> 00:10:36,184 to be, 305 00:10:36,665 --> 00:10:39,225 effective in helping people make better health care 306 00:10:39,225 --> 00:10:41,884 decisions. But if they aren't aware of them, 307 00:10:42,345 --> 00:10:44,105 we can build as many tools as we 308 00:10:44,105 --> 00:10:46,184 want, and it's not gonna do anything. So 309 00:10:46,184 --> 00:10:48,105 for us, in parallel with building out these 310 00:10:48,105 --> 00:10:50,269 tools, we're really focused on how we can 311 00:10:50,269 --> 00:10:52,210 drive engagement and utilizing them. 312 00:10:52,590 --> 00:10:54,269 And so there's a lot of strategies that 313 00:10:54,269 --> 00:10:56,450 we're building out and trying to, 314 00:10:56,990 --> 00:10:59,169 employ as part of this or alongside, 315 00:10:59,470 --> 00:11:01,570 you know, the digital work that we're doing 316 00:11:01,715 --> 00:11:03,955 to really make people aware of some of 317 00:11:03,955 --> 00:11:06,115 the great capabilities. But then also with that 318 00:11:06,115 --> 00:11:07,415 data that we have, 319 00:11:08,115 --> 00:11:09,475 bring that back to them in a way 320 00:11:09,475 --> 00:11:11,475 that will say, hey. Are you aware of 321 00:11:11,475 --> 00:11:13,875 this opportunity to save money by switching from 322 00:11:13,875 --> 00:11:15,875 a thirty to ninety day supply for a 323 00:11:15,875 --> 00:11:16,769 drug? Or, 324 00:11:17,090 --> 00:11:19,970 we see that you have had some, recent 325 00:11:19,970 --> 00:11:21,889 ER visits. Are you aware that you can 326 00:11:21,889 --> 00:11:24,050 use virtual care instead for some of these? 327 00:11:24,050 --> 00:11:26,470 So mostly, it's a lack of awareness sometimes, 328 00:11:26,610 --> 00:11:28,290 and bringing that forward to members in a 329 00:11:28,290 --> 00:11:29,350 way that really feels, 330 00:11:30,315 --> 00:11:33,195 relevant and contextual to how they're engaging with 331 00:11:33,195 --> 00:11:34,955 us is another key part of what we're 332 00:11:34,955 --> 00:11:37,115 thinking about as we're building out these tools 333 00:11:37,115 --> 00:11:39,514 and capabilities, but engaging them in them as 334 00:11:39,514 --> 00:11:40,014 well. 335 00:11:41,195 --> 00:11:43,754 Fantastic. Well, Amy, thank you so much for 336 00:11:43,754 --> 00:11:45,355 taking the time to be with me here 337 00:11:45,355 --> 00:11:47,409 on the podcast and for sharing your insights 338 00:11:47,409 --> 00:11:49,589 with our listeners. We really appreciate it. 339 00:11:50,129 --> 00:11:51,809 Absolutely. Thank you so much for having me. 340 00:11:51,809 --> 00:11:53,809 This is great. And to our listeners, if 341 00:11:53,809 --> 00:11:55,730 you'd like to listen to more podcasts from 342 00:11:55,730 --> 00:11:59,589 Becker's Healthcare, you can visit beckershospitalreview.com.