1 00:00:00,160 --> 00:00:02,480 Hi, everyone. This is Lucas Voss with Becker's 2 00:00:02,480 --> 00:00:04,480 Healthcare. Thanks so much for tuning in to 3 00:00:04,480 --> 00:00:07,759 the Becker's Healthcare podcast series. Fantastic to have 4 00:00:07,759 --> 00:00:11,039 you. Today, we're talking about reimagining access, aligning 5 00:00:11,039 --> 00:00:12,900 technology strategy and 6 00:00:13,255 --> 00:00:16,295 the member experience. And I'm very excited to 7 00:00:16,295 --> 00:00:18,375 be joined by Rachel French, chief strategy and 8 00:00:18,375 --> 00:00:19,434 partnerships officer, 9 00:00:19,815 --> 00:00:23,095 MD Live by Evernorth. Rachel, it's so great 10 00:00:23,095 --> 00:00:24,714 to have you. Thanks for being here. 11 00:00:25,219 --> 00:00:27,160 Thanks for having me today. Absolutely. 12 00:00:27,619 --> 00:00:29,140 I wanna start off for our audience with, 13 00:00:29,460 --> 00:00:31,140 introductions. If you could just share a little 14 00:00:31,140 --> 00:00:33,140 bit about yourself and your work and journey 15 00:00:33,140 --> 00:00:34,039 in health care. 16 00:00:34,500 --> 00:00:35,000 Absolutely. 17 00:00:35,619 --> 00:00:38,340 So my background is actually in public health 18 00:00:38,340 --> 00:00:39,559 and digital innovation. 19 00:00:40,255 --> 00:00:43,395 I've spent my career working across payers, providers, 20 00:00:43,534 --> 00:00:44,594 and tech organizations, 21 00:00:45,454 --> 00:00:47,534 really with a mission to improve how care 22 00:00:47,534 --> 00:00:48,914 is delivered and experienced. 23 00:00:49,695 --> 00:00:52,495 What drew me to virtual care and to 24 00:00:52,495 --> 00:00:53,875 MD Live more specifically 25 00:00:54,520 --> 00:00:56,440 was the opportunity to address some of the 26 00:00:56,440 --> 00:00:58,760 most persistent challenges that we see in health 27 00:00:58,760 --> 00:01:01,100 care today, which is access and affordability. 28 00:01:02,119 --> 00:01:04,040 I myself was born and raised in a 29 00:01:04,040 --> 00:01:06,060 rural state, and I know firsthand 30 00:01:06,520 --> 00:01:08,920 the challenges of not having access to quality 31 00:01:08,920 --> 00:01:10,140 and affordable care. 32 00:01:10,655 --> 00:01:12,734 But now as the chief strategy and partnerships 33 00:01:12,734 --> 00:01:14,734 officer at MDLIVE, I have the pleasure to 34 00:01:14,734 --> 00:01:16,674 continue to drive my personal passion 35 00:01:17,135 --> 00:01:19,534 along with the company mission forward. And for 36 00:01:19,534 --> 00:01:21,614 me, it's incredibly rewarding to be part of 37 00:01:21,614 --> 00:01:23,295 a team that is making health care better 38 00:01:23,295 --> 00:01:24,034 every day. 39 00:01:24,450 --> 00:01:27,269 MD Live is an Evernorth health services company, 40 00:01:27,329 --> 00:01:29,729 and we're a leading provider of virtual care 41 00:01:29,729 --> 00:01:32,229 services, which includes primary care, 42 00:01:32,609 --> 00:01:35,269 urgent care, behavioral health, and dermatology. 43 00:01:36,209 --> 00:01:37,890 Nearly 63,000,000 44 00:01:37,890 --> 00:01:40,364 people have access to MD live either through 45 00:01:40,364 --> 00:01:42,305 their health plan or employer benefits, 46 00:01:42,924 --> 00:01:45,004 and we have a national network of board 47 00:01:45,004 --> 00:01:46,144 certified providers, 48 00:01:46,685 --> 00:01:49,825 including board certified doctors, licensed therapists, 49 00:01:50,125 --> 00:01:52,465 who are specifically trained in virtual care. 50 00:01:53,040 --> 00:01:56,560 We're dedicated to delivering accessible, personalized health care 51 00:01:56,560 --> 00:01:58,340 through a seamless digital platform, 52 00:01:58,719 --> 00:02:00,340 which we'll talk about more today. 53 00:02:01,359 --> 00:02:02,880 Rachel, it's always so great to hear the 54 00:02:02,880 --> 00:02:05,520 rural perspective. As someone who lives in Iowa, 55 00:02:05,520 --> 00:02:06,900 I absolutely understand. 56 00:02:08,365 --> 00:02:10,764 And you've you've mentioned some of the the 57 00:02:10,764 --> 00:02:12,844 challenges. Right? You've talked about these challenges. So 58 00:02:12,844 --> 00:02:13,745 we talk about, 59 00:02:14,205 --> 00:02:16,384 long wait times, appointment availability, 60 00:02:17,164 --> 00:02:19,724 patient access. Right? You talked about it remains 61 00:02:19,724 --> 00:02:22,079 one of the most persistent challenges for organizations 62 00:02:22,139 --> 00:02:24,879 right now. How are you thinking about redefining 63 00:02:25,180 --> 00:02:26,239 access in a way 64 00:02:26,939 --> 00:02:29,759 that's more sustainable and equitable for members? 65 00:02:30,859 --> 00:02:33,180 Yeah. I think up until recently, we've really 66 00:02:33,180 --> 00:02:34,560 thought about access 67 00:02:34,935 --> 00:02:36,875 primarily in terms of network design. 68 00:02:37,254 --> 00:02:38,935 And what I mean by that is the 69 00:02:38,935 --> 00:02:42,055 core question patients often ask is, is my 70 00:02:42,055 --> 00:02:44,534 provider in network or out of network? Is 71 00:02:44,534 --> 00:02:47,015 the provider service covered by my insurance or 72 00:02:47,015 --> 00:02:50,319 not? But today, we're seeing a shift. Access 73 00:02:50,379 --> 00:02:52,540 really is no longer just about who's in 74 00:02:52,540 --> 00:02:53,040 network. 75 00:02:53,580 --> 00:02:55,680 It's also about how care is delivered. 76 00:02:56,139 --> 00:02:59,259 So that means thinking beyond traditional modalities like 77 00:02:59,259 --> 00:03:00,159 brick and mortar, 78 00:03:00,594 --> 00:03:01,414 but including 79 00:03:01,715 --> 00:03:02,215 virtual 80 00:03:02,594 --> 00:03:04,055 and asynchronous care. 81 00:03:04,514 --> 00:03:06,995 It's really about meeting members where they are, 82 00:03:06,995 --> 00:03:08,294 and that's beyond geography, 83 00:03:08,914 --> 00:03:10,754 and making it easier for them to take 84 00:03:10,754 --> 00:03:12,694 the next best step in their care journey 85 00:03:12,834 --> 00:03:14,935 that's only gotten increasingly complex. 86 00:03:16,060 --> 00:03:17,180 Yeah. At the end of the day, it 87 00:03:17,180 --> 00:03:19,419 is truly about patient care. How can we 88 00:03:19,419 --> 00:03:21,340 improve that step and make it as easy 89 00:03:21,340 --> 00:03:23,579 as possible so folks can receive the care 90 00:03:23,579 --> 00:03:25,919 that they deserve and that they need? 91 00:03:26,699 --> 00:03:27,759 Why is this 92 00:03:28,584 --> 00:03:31,324 more personalized connected care experience 93 00:03:32,264 --> 00:03:34,284 so crucial in this process? 94 00:03:35,465 --> 00:03:38,185 It really comes down to that personalized and 95 00:03:38,185 --> 00:03:40,525 connected care is critical for engagement. 96 00:03:41,310 --> 00:03:42,830 You really have to think about how we 97 00:03:42,830 --> 00:03:45,069 can meet patients where they are so that 98 00:03:45,069 --> 00:03:47,069 they we can also think about how we 99 00:03:47,069 --> 00:03:48,990 provide the support for them to either take 100 00:03:48,990 --> 00:03:51,010 their first step in their care journey 101 00:03:51,390 --> 00:03:53,650 or continue on their journey to better health. 102 00:03:53,935 --> 00:03:55,534 And what I mean by that, or maybe 103 00:03:55,534 --> 00:03:56,914 a more specific example, 104 00:03:57,375 --> 00:03:59,534 is that MD Live, we do this through 105 00:03:59,534 --> 00:04:01,555 our provider guided care programs. 106 00:04:02,094 --> 00:04:03,775 And an example I'll give you is through 107 00:04:03,775 --> 00:04:06,514 our provider guided weight management care plan specifically, 108 00:04:07,379 --> 00:04:09,379 which we offer as part of our virtual 109 00:04:09,379 --> 00:04:10,519 primary care solution. 110 00:04:11,219 --> 00:04:13,860 And within these care plans, our providers work 111 00:04:13,860 --> 00:04:16,360 directly with our members to create an individualized 112 00:04:16,579 --> 00:04:17,319 care plan. 113 00:04:17,779 --> 00:04:20,120 These plans include clinical oversight, 114 00:04:20,774 --> 00:04:22,555 behavioral health support, and referrals. 115 00:04:23,014 --> 00:04:25,814 We also have tailored education that includes meal 116 00:04:25,814 --> 00:04:28,774 planning and exercise plans, all that have a 117 00:04:28,774 --> 00:04:32,055 personalized goal set not only with the patient, 118 00:04:32,055 --> 00:04:33,754 but in conjunction with their provider. 119 00:04:34,459 --> 00:04:36,620 And today, we see so many solutions on 120 00:04:36,620 --> 00:04:39,360 the market that rely primarily on the technology 121 00:04:39,500 --> 00:04:42,220 piece alone. But at MD Live, we see 122 00:04:42,220 --> 00:04:45,120 firsthand how provider involvement is so critical 123 00:04:45,500 --> 00:04:48,220 to those sustained outcomes, and we see those 124 00:04:48,220 --> 00:04:48,720 today. 125 00:04:49,154 --> 00:04:51,714 We see members are losing weight, they're staying 126 00:04:51,714 --> 00:04:53,574 engaged, and they're feeling supported. 127 00:04:54,035 --> 00:04:56,115 And it's all about making sure members aren't 128 00:04:56,115 --> 00:04:59,154 just receiving care, but they're actively participating in 129 00:04:59,154 --> 00:05:01,475 it with the right guidance every step of 130 00:05:01,475 --> 00:05:02,134 the way. 131 00:05:02,759 --> 00:05:04,759 Yeah. And you've mentioned something very important, 132 00:05:05,160 --> 00:05:07,099 just now as well, and you know this. 133 00:05:07,160 --> 00:05:07,979 We've seen 134 00:05:08,360 --> 00:05:12,199 so much investment, such significant investments in digital 135 00:05:12,199 --> 00:05:14,060 point solutions to improve access. 136 00:05:14,439 --> 00:05:16,680 However, there's still a large number of members 137 00:05:16,680 --> 00:05:18,060 that struggle to get 138 00:05:18,384 --> 00:05:20,004 the care that they need. 139 00:05:20,384 --> 00:05:23,024 Where do you see that disconnect between payer 140 00:05:23,024 --> 00:05:24,645 strategies and member experiences, 141 00:05:25,345 --> 00:05:27,745 and then how can organizations better align those 142 00:05:27,745 --> 00:05:28,245 two? 143 00:05:28,944 --> 00:05:31,425 Yeah. So payers are continuing to invest in 144 00:05:31,425 --> 00:05:34,169 digital solutions at increasing rates even more so 145 00:05:34,169 --> 00:05:36,490 since the pandemic. Mhmm. And they've done so 146 00:05:36,490 --> 00:05:38,110 to solve the access problem. 147 00:05:38,490 --> 00:05:40,649 But what's happening is now they're creating new 148 00:05:40,649 --> 00:05:42,029 issues or challenges. 149 00:05:42,889 --> 00:05:45,949 Members are experiencing more confusion, more fatigue, 150 00:05:46,294 --> 00:05:49,415 and ultimately ending up more disengaged because they're 151 00:05:49,415 --> 00:05:51,334 lost in all of the different offerings that 152 00:05:51,334 --> 00:05:51,995 they have. 153 00:05:52,375 --> 00:05:55,574 They're overwhelmed by a hodgepodge of offerings that 154 00:05:55,574 --> 00:05:56,875 don't really feel connected, 155 00:05:57,415 --> 00:05:59,435 intuitive, or even easy to navigate. 156 00:06:00,389 --> 00:06:01,769 Many of the digital solutions 157 00:06:02,149 --> 00:06:04,410 really have dead ends and lack connectivity, 158 00:06:05,110 --> 00:06:07,589 and most importantly, don't have a clear call 159 00:06:07,589 --> 00:06:09,370 to action for that member to take 160 00:06:09,670 --> 00:06:11,689 for their next part of their care journey. 161 00:06:12,144 --> 00:06:14,724 So the answer really isn't more solutions. 162 00:06:15,425 --> 00:06:18,464 It's payers need to move away from deploying 163 00:06:18,464 --> 00:06:20,485 some of these solutions and silos 164 00:06:20,865 --> 00:06:22,724 and instead towards designing 165 00:06:23,024 --> 00:06:25,524 a more personalized holistic care experience 166 00:06:25,979 --> 00:06:28,240 that connects the dots for the main members. 167 00:06:28,699 --> 00:06:31,019 And that's really the only way payers will 168 00:06:31,019 --> 00:06:33,180 ultimately be able to deliver on the promise 169 00:06:33,180 --> 00:06:33,759 of access. 170 00:06:34,939 --> 00:06:35,839 What role 171 00:06:36,220 --> 00:06:39,199 does patient education play here in this context? 172 00:06:39,339 --> 00:06:42,725 Right? How can leaders drive more effective engagement 173 00:06:42,725 --> 00:06:44,564 into all of these processes that you just 174 00:06:44,564 --> 00:06:45,064 mentioned? 175 00:06:46,084 --> 00:06:48,165 Yeah. One of the biggest barriers that we 176 00:06:48,165 --> 00:06:49,704 see is simply awareness. 177 00:06:50,165 --> 00:06:52,884 In fact, according to our own research that 178 00:06:52,884 --> 00:06:55,764 we've done, seventy percent of members who had 179 00:06:55,764 --> 00:06:56,665 MD live 180 00:06:57,279 --> 00:06:59,040 didn't use it simply because they didn't know 181 00:06:59,040 --> 00:06:59,860 they had it. 182 00:07:00,240 --> 00:07:02,720 That's a huge missed opportunity for both the 183 00:07:02,720 --> 00:07:04,180 member and the health plan. 184 00:07:04,800 --> 00:07:07,860 So the answer really lies in proactive guidance, 185 00:07:07,919 --> 00:07:08,419 meaning 186 00:07:08,959 --> 00:07:11,199 that we have personalized outreach so the member 187 00:07:11,199 --> 00:07:12,259 gets the information 188 00:07:12,774 --> 00:07:15,735 that feels relevant to them, while also making 189 00:07:15,735 --> 00:07:18,375 referrals and care transitions seamless so that the 190 00:07:18,375 --> 00:07:20,555 next step in their care journey is clear. 191 00:07:21,254 --> 00:07:23,254 When we take the burden off the patient 192 00:07:23,254 --> 00:07:24,714 to figure out what's available, 193 00:07:25,500 --> 00:07:27,500 when and how and where to use it, 194 00:07:27,500 --> 00:07:29,920 engagement goes up. Outcomes improve, 195 00:07:30,300 --> 00:07:32,779 and the investment payers are making can start 196 00:07:32,779 --> 00:07:34,000 to deliver real value. 197 00:07:35,020 --> 00:07:37,605 Yeah. The easier, the better. That's really a 198 00:07:37,685 --> 00:07:39,764 a good way to go for the patient 199 00:07:39,764 --> 00:07:41,545 and for everybody really in the process. 200 00:07:42,404 --> 00:07:45,545 Looking ahead, right, how do you see technology 201 00:07:46,884 --> 00:07:49,685 shaping the next five years of health care 202 00:07:49,685 --> 00:07:52,245 access really? And what are some of those 203 00:07:52,245 --> 00:07:53,790 innovations that you think 204 00:07:54,490 --> 00:07:57,629 will have the greatest impact on payer strategies 205 00:07:57,769 --> 00:07:59,550 and member experience here? 206 00:08:00,569 --> 00:08:02,889 We're going to continue to see the impact 207 00:08:02,889 --> 00:08:04,269 of two major forces. 208 00:08:04,569 --> 00:08:05,069 One, 209 00:08:05,449 --> 00:08:06,430 provider shortages, 210 00:08:07,194 --> 00:08:10,074 and two, an increasing number of consumers who 211 00:08:10,074 --> 00:08:11,375 do expect seamless, 212 00:08:11,834 --> 00:08:13,375 unfettered access to care. 213 00:08:13,915 --> 00:08:16,394 And as clinics close and we do have 214 00:08:16,394 --> 00:08:17,774 fewer providers available, 215 00:08:18,314 --> 00:08:21,449 virtual care isn't just a convenience anymore. It's 216 00:08:21,449 --> 00:08:23,870 an essential part of how care is delivered. 217 00:08:24,810 --> 00:08:26,729 One of the more exciting things we're seeing 218 00:08:26,729 --> 00:08:27,550 is the potential 219 00:08:27,850 --> 00:08:30,329 of generative AI, and that's to help solve 220 00:08:30,329 --> 00:08:31,949 this supply demand equation 221 00:08:32,570 --> 00:08:34,589 using AI to help providers 222 00:08:34,970 --> 00:08:35,950 work more efficiently 223 00:08:36,554 --> 00:08:38,654 without replacing that personal touch. 224 00:08:39,514 --> 00:08:40,975 At MD Live, for example, 225 00:08:41,274 --> 00:08:43,434 I can speak to that AI. We're using 226 00:08:43,434 --> 00:08:47,615 AI to reduce the administrative burden on providers, 227 00:08:48,235 --> 00:08:50,315 meaning that providers can spend less time on 228 00:08:50,315 --> 00:08:52,410 paperwork and more time with their patients. 229 00:08:52,870 --> 00:08:54,389 And, of course, we always wanna make sure 230 00:08:54,389 --> 00:08:56,889 that we're leveraging this powerful technology 231 00:08:57,669 --> 00:08:58,809 ethically and responsibly. 232 00:08:59,509 --> 00:09:01,269 I also think we're going to see a 233 00:09:01,269 --> 00:09:04,230 shift towards more virtual first models where members 234 00:09:04,230 --> 00:09:06,009 begin their journey digitally, 235 00:09:06,684 --> 00:09:08,524 and technology will play a huge role in 236 00:09:08,524 --> 00:09:09,504 making that happen. 237 00:09:09,805 --> 00:09:11,425 Think of things like intelligently 238 00:09:11,805 --> 00:09:14,144 guiding patients, sharing data bilaterally, 239 00:09:14,605 --> 00:09:17,485 and connector connecting different sites of care to 240 00:09:17,485 --> 00:09:18,705 ensure that that continuity 241 00:09:19,165 --> 00:09:21,264 exists so members don't fall through the cracks. 242 00:09:22,149 --> 00:09:24,470 Rachel, it's so fantastic to have you. We 243 00:09:24,470 --> 00:09:27,669 covered so many different aspects of this topic 244 00:09:27,669 --> 00:09:29,269 today. I wanna thank you for for your 245 00:09:29,269 --> 00:09:31,269 time and your insights and turn the floor 246 00:09:31,269 --> 00:09:32,789 over to you here too. Is there anything 247 00:09:32,789 --> 00:09:34,470 else that that you wanna mention to our 248 00:09:34,470 --> 00:09:35,990 audience that we might have not touched on 249 00:09:35,990 --> 00:09:37,129 that you think is important? 250 00:09:37,924 --> 00:09:39,845 Yeah. I think the last thing I'll mention 251 00:09:39,845 --> 00:09:42,325 is innovation in healthcare, which we talk a 252 00:09:42,325 --> 00:09:44,584 lot about. We talk about how 253 00:09:44,964 --> 00:09:46,884 it's really, in some ways, easy to get 254 00:09:46,884 --> 00:09:48,024 caught up in the technology 255 00:09:48,485 --> 00:09:50,264 on the tools and platforms 256 00:09:50,884 --> 00:09:53,019 and how they integrate and how they solve 257 00:09:53,019 --> 00:09:55,660 specific problems, and that's absolutely right, how we 258 00:09:55,660 --> 00:09:57,600 can leverage technology to advance 259 00:09:58,059 --> 00:10:00,620 health care. But oftentimes, we need to ensure 260 00:10:00,620 --> 00:10:03,679 we're not overlooking how critical the provider's role 261 00:10:03,980 --> 00:10:06,299 is in making these tools meaningful and helping 262 00:10:06,299 --> 00:10:08,794 patients understand and act act on their health. 263 00:10:09,174 --> 00:10:12,075 At MD Live, we're focused on innovating technology, 264 00:10:12,134 --> 00:10:14,294 but we're still centering our model on the 265 00:10:14,294 --> 00:10:15,674 patient provider relationship. 266 00:10:16,294 --> 00:10:18,375 So when our providers are empowered with the 267 00:10:18,375 --> 00:10:19,595 right tools and data, 268 00:10:20,070 --> 00:10:22,230 patients feel more supported, and that's how we 269 00:10:22,230 --> 00:10:24,710 ultimately deliver on the promise of personalized and 270 00:10:24,710 --> 00:10:25,690 holistic care. 271 00:10:26,149 --> 00:10:27,830 Rachel, so great to have you. Thanks for 272 00:10:27,830 --> 00:10:30,870 being here. Thanks for having me. Absolutely. And 273 00:10:30,870 --> 00:10:32,710 we also want to thank our podcast sponsor, 274 00:10:32,710 --> 00:10:34,309 MD Life. You can tune in to more 275 00:10:34,309 --> 00:10:37,189 podcast from Becker's Healthcare by visiting our podcast 276 00:10:37,189 --> 00:10:40,329 page at beckershospitalreview.com.