1 00:00:02,240 --> 00:00:04,980 This is where health insurance leadership comes together. 2 00:00:05,279 --> 00:00:08,960 Becker's fourth annual spring payer issues roundtable brings 3 00:00:08,960 --> 00:00:10,500 together over 400 4 00:00:10,639 --> 00:00:13,015 payer and health plan executives and more than 5 00:00:13,015 --> 00:00:16,475 100 speakers to Chicago April. 6 00:00:16,855 --> 00:00:19,734 This year's event includes keynote conversations with the 7 00:00:19,734 --> 00:00:23,015 industry's top leaders and former president George w 8 00:00:23,015 --> 00:00:25,654 Bush. For the full agenda and event details, 9 00:00:25,654 --> 00:00:27,809 visit beckershospitalreview.com 10 00:00:27,890 --> 00:00:29,170 and click on the events tab in the 11 00:00:29,170 --> 00:00:31,410 upper right. We're looking forward to hosting you 12 00:00:31,410 --> 00:00:32,549 here in Chicago. 13 00:00:33,969 --> 00:00:36,210 Hello, everyone. This is Jacob Emerson with the 14 00:00:36,210 --> 00:00:37,670 Becker's Healthcare Podcast. 15 00:00:37,969 --> 00:00:39,890 Thrilled today to be joined by a really 16 00:00:39,890 --> 00:00:43,435 special guest. Krista Nelson serves as the CEO 17 00:00:43,495 --> 00:00:46,295 of Optum Health. Krista, thank you so much 18 00:00:46,295 --> 00:00:47,815 for taking the time to be with me 19 00:00:47,815 --> 00:00:50,375 on the podcast today. Well, thank you, Jacob, 20 00:00:50,375 --> 00:00:52,075 for having me. It's great to be here. 21 00:00:52,295 --> 00:00:53,815 Absolutely. It's a pleasure to get to talk 22 00:00:53,815 --> 00:00:55,969 with you, Krista. And before we dive into 23 00:00:55,969 --> 00:00:57,649 everything we wanna talk with you about today 24 00:00:57,649 --> 00:00:59,729 and all the special work going on under 25 00:00:59,729 --> 00:01:02,130 your leadership at Optum Health, can you first 26 00:01:02,130 --> 00:01:03,909 fill in our audience on, 27 00:01:04,689 --> 00:01:07,489 your health care career background and what it 28 00:01:07,489 --> 00:01:09,750 is that you do today at Optum Health? 29 00:01:10,625 --> 00:01:11,685 Of course. So, 30 00:01:12,064 --> 00:01:14,384 today at Optum Health, I I lead the 31 00:01:14,384 --> 00:01:17,584 organization. And prior to this role, I was 32 00:01:17,584 --> 00:01:19,924 the chief operating officer for Optum Health. 33 00:01:20,465 --> 00:01:23,265 And really before that, I have a broad 34 00:01:23,265 --> 00:01:25,045 background in health care 35 00:01:25,409 --> 00:01:26,530 both on the, 36 00:01:27,329 --> 00:01:31,030 Optum side in our, you know, data analytics 37 00:01:31,170 --> 00:01:32,549 and consulting organization, 38 00:01:33,170 --> 00:01:33,909 but also, 39 00:01:34,290 --> 00:01:37,109 extensive background on the payer side at UnitedHealthcare, 40 00:01:38,354 --> 00:01:39,174 leading operations, 41 00:01:40,594 --> 00:01:43,015 in our Medicare business, and then also, 42 00:01:43,634 --> 00:01:45,734 leading our Medicaid and duals business 43 00:01:46,354 --> 00:01:48,935 as well as operations on the UnitedHealthcare 44 00:01:49,314 --> 00:01:49,814 side. 45 00:01:50,430 --> 00:01:52,530 But I'm, you know, delighted to be 46 00:01:52,829 --> 00:01:55,310 in, this role and really honored to be 47 00:01:55,310 --> 00:01:56,370 leading this organization 48 00:01:57,069 --> 00:01:59,310 through what is a, really incredible time in 49 00:01:59,310 --> 00:02:00,049 health care. 50 00:02:00,590 --> 00:02:03,329 Absolutely. So you've been with the broader company 51 00:02:03,469 --> 00:02:05,230 for a long time now and serving in 52 00:02:05,230 --> 00:02:07,805 different divisions of UnitedHealth and Optum. 53 00:02:08,105 --> 00:02:10,905 And now you've stepped into this role leading 54 00:02:10,905 --> 00:02:13,564 Optum Health during, as you know, a really 55 00:02:13,944 --> 00:02:16,205 important period, a strategic shift 56 00:02:16,665 --> 00:02:18,605 for this part of the company overall, 57 00:02:19,409 --> 00:02:22,930 moving from rapid network expansion toward a more 58 00:02:22,930 --> 00:02:26,849 focused direct employment model. We heard from Optum 59 00:02:26,849 --> 00:02:27,750 CEO publicly, 60 00:02:28,530 --> 00:02:30,629 last year talking a little bit about, 61 00:02:31,889 --> 00:02:34,805 how how in the past, the the company's 62 00:02:34,805 --> 00:02:38,185 rapid expansion maybe didn't align with clinically oriented 63 00:02:38,405 --> 00:02:39,625 value based models. 64 00:02:39,925 --> 00:02:40,425 So 65 00:02:41,205 --> 00:02:43,604 given all of that, what's your vision now 66 00:02:43,604 --> 00:02:46,485 moving forward for what Optum Health looks like 67 00:02:46,485 --> 00:02:49,305 on the other side of this major transition? 68 00:02:50,460 --> 00:02:52,719 Yeah. You know, when I joined Optum Health, 69 00:02:52,939 --> 00:02:55,200 we, you know, we quickly assessed 70 00:02:55,580 --> 00:02:57,120 the business and the capabilities 71 00:02:57,580 --> 00:02:58,800 and and our contracts 72 00:02:59,099 --> 00:03:01,020 and our, you know, our work with our 73 00:03:01,020 --> 00:03:01,840 payer partners. 74 00:03:02,415 --> 00:03:04,254 And it was, you know, clear right away 75 00:03:04,254 --> 00:03:06,354 that we needed to make the 76 00:03:06,814 --> 00:03:07,875 necessary shift 77 00:03:08,254 --> 00:03:10,415 to your point, you know, moving from what 78 00:03:10,415 --> 00:03:12,735 was really a rapid period of expansion and 79 00:03:12,735 --> 00:03:15,314 growth just back towards our core model. 80 00:03:16,129 --> 00:03:18,050 You know, before I answer your question on 81 00:03:18,050 --> 00:03:18,870 our vision, 82 00:03:19,250 --> 00:03:20,849 I just I thought I would share just 83 00:03:20,849 --> 00:03:22,229 three things that, 84 00:03:22,610 --> 00:03:24,930 really stood out to me from the very 85 00:03:24,930 --> 00:03:26,229 beginning. Please. 86 00:03:27,010 --> 00:03:29,349 You know, first and foremost is 87 00:03:29,775 --> 00:03:33,715 we have just incredible capabilities inside OptumHealth. You 88 00:03:33,775 --> 00:03:37,375 know, our primary and specialty care, behavioral health 89 00:03:37,375 --> 00:03:37,875 care, 90 00:03:38,175 --> 00:03:39,715 home health, hospice, 91 00:03:40,574 --> 00:03:43,395 palliative care, as well as surgery centers. 92 00:03:44,459 --> 00:03:46,400 You know, we care for people in clinic 93 00:03:46,459 --> 00:03:47,979 as well as in their homes and in 94 00:03:47,979 --> 00:03:48,719 their community, 95 00:03:49,500 --> 00:03:50,959 and we still also support, 96 00:03:51,259 --> 00:03:53,039 you know, transitions of care. 97 00:03:53,739 --> 00:03:56,539 And, you know, our model is anchored in 98 00:03:56,539 --> 00:03:58,879 primary care. And when we employ 99 00:03:59,485 --> 00:04:00,864 and deeply partner 100 00:04:01,405 --> 00:04:03,264 across these various service lines 101 00:04:03,884 --> 00:04:06,925 with an aligned payment model, you know, our 102 00:04:06,925 --> 00:04:10,144 value based care model delivers superior outcomes 103 00:04:10,925 --> 00:04:12,864 at a lower total cost of care 104 00:04:13,240 --> 00:04:15,740 while we see improved patient experiences 105 00:04:16,120 --> 00:04:17,500 and provider satisfaction. 106 00:04:19,000 --> 00:04:21,580 And, you know, maybe just give one example. 107 00:04:21,720 --> 00:04:23,100 One of our markets, Houston, 108 00:04:23,720 --> 00:04:24,620 where we serve 109 00:04:25,000 --> 00:04:26,379 almost a million patients 110 00:04:27,144 --> 00:04:29,644 across more than 50 different clinical settings. 111 00:04:30,104 --> 00:04:32,904 We offer that full suite of services that 112 00:04:32,904 --> 00:04:36,044 I mentioned, you know, primary care, labs, imaging, 113 00:04:36,185 --> 00:04:37,485 specialty care, surgery, 114 00:04:38,024 --> 00:04:38,844 care coordination. 115 00:04:40,110 --> 00:04:41,790 You know, in this market, we have a 116 00:04:41,790 --> 00:04:43,569 four and a half star health plan, 117 00:04:44,509 --> 00:04:47,310 total cost of care that is 15 to 118 00:04:47,310 --> 00:04:49,810 30% lower than the alternative, 119 00:04:50,829 --> 00:04:52,370 patient satisfaction scores 120 00:04:52,750 --> 00:04:53,649 in the nineties, 121 00:04:54,189 --> 00:04:54,689 and 122 00:04:55,245 --> 00:04:56,944 really low provider turnover. 123 00:04:57,324 --> 00:04:59,564 So, you know, again, first, it's just this 124 00:04:59,564 --> 00:05:00,064 incredible 125 00:05:00,845 --> 00:05:03,645 set of capabilities inside Optum Health. You know, 126 00:05:03,645 --> 00:05:05,365 second thing I wanna call out is just 127 00:05:05,485 --> 00:05:07,345 well, we have a number of really 128 00:05:07,649 --> 00:05:08,149 strong 129 00:05:08,449 --> 00:05:10,629 examples like I just mentioned, like Houston. 130 00:05:11,250 --> 00:05:13,410 You know, we have seen and we've discussed 131 00:05:13,410 --> 00:05:15,830 this publicly. There's we do have some variation 132 00:05:16,050 --> 00:05:17,990 in our performance across our markets. 133 00:05:18,769 --> 00:05:20,930 And, you know, whether it's attributed to some 134 00:05:20,930 --> 00:05:23,110 of the funding headwinds from b twenty eight 135 00:05:23,464 --> 00:05:24,525 or, you know, consistently 136 00:05:24,904 --> 00:05:26,205 elevated medical trends 137 00:05:26,824 --> 00:05:29,944 and really just that significant growth in our 138 00:05:29,944 --> 00:05:30,845 risk membership. 139 00:05:31,305 --> 00:05:33,384 You know, our operating performance is, you know, 140 00:05:33,384 --> 00:05:34,125 is inconsistent 141 00:05:34,425 --> 00:05:37,085 across employed and contracted providers. 142 00:05:37,829 --> 00:05:39,669 It's also, you know, we have some opportunity 143 00:05:39,669 --> 00:05:41,930 in our current contracts with our payer partners, 144 00:05:42,709 --> 00:05:44,709 and with our network providers. And so that 145 00:05:44,709 --> 00:05:45,449 is really 146 00:05:45,909 --> 00:05:47,289 creating a lot of opportunity 147 00:05:47,750 --> 00:05:48,409 for us. 148 00:05:48,949 --> 00:05:50,550 And, you know, the third thing I would 149 00:05:50,550 --> 00:05:51,769 just say is 150 00:05:52,514 --> 00:05:53,254 the culture, 151 00:05:53,875 --> 00:05:55,814 the mission, the passion 152 00:05:56,675 --> 00:05:58,615 for value based care 153 00:05:59,074 --> 00:05:59,894 is still, 154 00:06:00,194 --> 00:06:02,914 you know, alive and well and just really 155 00:06:02,914 --> 00:06:05,394 deeply rooted in the organization. So those three 156 00:06:05,394 --> 00:06:07,735 things are really incredible signals 157 00:06:08,569 --> 00:06:10,250 that, you know, have helped me think about 158 00:06:10,250 --> 00:06:11,930 kinda what could the other side of this 159 00:06:11,930 --> 00:06:12,589 look like. 160 00:06:12,889 --> 00:06:16,189 And I guess to answer your question now, 161 00:06:16,810 --> 00:06:17,470 you know, 162 00:06:17,930 --> 00:06:19,709 you should expect Optum Health, 163 00:06:20,009 --> 00:06:21,370 you know, on the other side of this, 164 00:06:21,370 --> 00:06:23,074 to really more consistently 165 00:06:23,615 --> 00:06:24,115 deliver 166 00:06:24,894 --> 00:06:27,795 market leading integrated value based care. 167 00:06:28,814 --> 00:06:31,375 A system that is anchored with our employed 168 00:06:31,375 --> 00:06:31,875 groups, 169 00:06:32,574 --> 00:06:34,274 but with the help of technology 170 00:06:35,535 --> 00:06:37,475 and, you know, operational improvements, 171 00:06:38,310 --> 00:06:39,050 more scale, 172 00:06:39,750 --> 00:06:42,889 and a more tightly managed network to help, 173 00:06:43,430 --> 00:06:44,569 enhance that scale. 174 00:06:45,029 --> 00:06:47,750 So we will have a much stronger base 175 00:06:47,750 --> 00:06:50,410 to grow on whether that's in our existing 176 00:06:50,470 --> 00:06:50,970 markets 177 00:06:51,544 --> 00:06:53,164 or in new service lines 178 00:06:53,625 --> 00:06:55,004 and in new markets. 179 00:06:55,625 --> 00:06:57,564 And, you know, what does that mean? 180 00:06:58,344 --> 00:06:59,784 You know, what does that mean for patients? 181 00:06:59,784 --> 00:07:00,524 It means 182 00:07:01,224 --> 00:07:03,644 improved health status and quality of life. 183 00:07:04,789 --> 00:07:07,349 You know, for example, today, even with those 184 00:07:07,349 --> 00:07:09,370 challenges I mentioned that we're navigating, 185 00:07:10,229 --> 00:07:11,930 our Medicare Advantage patients 186 00:07:12,470 --> 00:07:14,169 served by our model have, 187 00:07:14,709 --> 00:07:16,889 you know, twenty one percent fewer hospitalization 188 00:07:17,589 --> 00:07:18,649 admissions overall. 189 00:07:19,485 --> 00:07:20,944 You know, our patient outcomes 190 00:07:21,404 --> 00:07:21,904 improve 191 00:07:22,685 --> 00:07:24,305 and care coordination increases 192 00:07:25,084 --> 00:07:26,544 and really patients 193 00:07:27,084 --> 00:07:28,544 should continue to expect 194 00:07:29,404 --> 00:07:31,805 a high quality experience when they come to 195 00:07:31,805 --> 00:07:32,704 Optum Health. 196 00:07:33,110 --> 00:07:36,149 For clinicians and care teams that that work 197 00:07:36,149 --> 00:07:37,769 here and and partner with us, 198 00:07:38,230 --> 00:07:41,050 it means we'll have more technology enabled 199 00:07:41,669 --> 00:07:42,169 improved 200 00:07:42,790 --> 00:07:43,290 workflows 201 00:07:43,990 --> 00:07:47,930 that are focused deeply on reducing administrative burden. 202 00:07:48,375 --> 00:07:50,714 We talk a lot about reducing pajama time, 203 00:07:50,935 --> 00:07:51,435 improving 204 00:07:51,975 --> 00:07:52,795 the consistency 205 00:07:53,254 --> 00:07:55,754 in our clinical excellence and our clinical workflows. 206 00:07:56,935 --> 00:07:58,774 And then, you know, last, I would just 207 00:07:58,774 --> 00:08:01,194 say for payers and and health system partners, 208 00:08:01,495 --> 00:08:02,555 you know, more reliable, 209 00:08:03,509 --> 00:08:04,009 execution, 210 00:08:04,709 --> 00:08:05,209 deeper 211 00:08:05,509 --> 00:08:07,449 reach in our existing markets, 212 00:08:08,230 --> 00:08:10,949 so we can serve more patients across more 213 00:08:10,949 --> 00:08:11,850 service lines 214 00:08:12,389 --> 00:08:14,569 and continue to ex execute, 215 00:08:15,715 --> 00:08:18,375 really the promise of value based care and 216 00:08:18,595 --> 00:08:21,254 the outcomes that we continue to generate. 217 00:08:22,355 --> 00:08:23,654 Understood. So, really, 218 00:08:24,035 --> 00:08:26,535 building on and improving that base to deliver 219 00:08:26,595 --> 00:08:29,235 more market leading care, that's your vision for 220 00:08:29,235 --> 00:08:31,189 the other side of this, Christa. And, of 221 00:08:31,189 --> 00:08:32,710 course, you know, as you know, at the 222 00:08:32,710 --> 00:08:35,110 center of that is your clinicians, and you 223 00:08:35,110 --> 00:08:36,889 mentioned just the the incredible, 224 00:08:37,750 --> 00:08:40,389 abilities of OptumHealth all over the country with 225 00:08:40,389 --> 00:08:43,509 primary and specialty care, home health, palliative, surgery 226 00:08:43,509 --> 00:08:44,490 centers, behavioral. 227 00:08:45,304 --> 00:08:45,804 So 228 00:08:46,184 --> 00:08:48,044 as the company evolves, 229 00:08:48,424 --> 00:08:51,144 how are you working to intentionally improve that 230 00:08:51,144 --> 00:08:53,065 clinician experience? And I know you just touched 231 00:08:53,065 --> 00:08:54,745 on that a bit, but how are you 232 00:08:54,745 --> 00:08:57,240 actually on the ground enabling those care teams 233 00:08:57,240 --> 00:08:58,679 so that they can practice at the top 234 00:08:58,679 --> 00:08:59,419 of their licenses 235 00:08:59,959 --> 00:09:02,360 and then ultimately ensure that they feel heard 236 00:09:02,360 --> 00:09:03,740 and aligned with, 237 00:09:04,120 --> 00:09:05,339 this massive organization 238 00:09:05,879 --> 00:09:06,379 across 239 00:09:06,919 --> 00:09:09,500 markets, individual markets all over the country? 240 00:09:10,445 --> 00:09:11,584 Yeah. For me, this 241 00:09:12,205 --> 00:09:13,424 is critically important 242 00:09:14,365 --> 00:09:15,985 and, you know, improving 243 00:09:16,365 --> 00:09:19,345 the clinician experience for me starts with listening, 244 00:09:20,205 --> 00:09:21,825 listening to our clinical teams, 245 00:09:22,284 --> 00:09:22,784 observing, 246 00:09:23,565 --> 00:09:25,345 the workflow, the experience, 247 00:09:26,440 --> 00:09:29,660 and really ensuring that we design our system 248 00:09:29,720 --> 00:09:30,700 that supports 249 00:09:31,160 --> 00:09:34,120 how they practice value based care and their 250 00:09:34,120 --> 00:09:34,620 needs, 251 00:09:35,160 --> 00:09:36,460 you know, relieving burden, 252 00:09:36,920 --> 00:09:39,240 like I mentioned, kind of making it easier 253 00:09:39,240 --> 00:09:41,595 for them to practice that model. And, you 254 00:09:41,595 --> 00:09:44,254 know, in addition to listening to our clinicians, 255 00:09:44,715 --> 00:09:46,715 I would also say it's deeply important to 256 00:09:46,715 --> 00:09:47,774 listen and understand 257 00:09:48,475 --> 00:09:51,774 how, you know, advanced technology and how rapidly 258 00:09:51,835 --> 00:09:52,335 technology 259 00:09:52,715 --> 00:09:54,570 is is changing and making sure we're taking 260 00:09:54,570 --> 00:09:57,870 advantage of of modernized technology to enable 261 00:09:58,330 --> 00:09:59,710 that clinician experience. 262 00:10:00,410 --> 00:10:01,690 But there are other you know, there are 263 00:10:01,690 --> 00:10:03,309 three other things that come to mind. 264 00:10:03,929 --> 00:10:05,470 The, you know, the first is, 265 00:10:06,014 --> 00:10:08,514 what's important to us here is really strong 266 00:10:08,735 --> 00:10:09,634 dyad models. 267 00:10:10,175 --> 00:10:12,355 So our physician leaders 268 00:10:12,815 --> 00:10:13,795 and our operating 269 00:10:14,254 --> 00:10:15,315 leaders and partners, 270 00:10:15,774 --> 00:10:16,995 you know, being aligned 271 00:10:17,535 --> 00:10:20,035 and leading the change really together, 272 00:10:21,539 --> 00:10:22,759 across our markets 273 00:10:23,220 --> 00:10:25,399 to make sure we're advancing our models. 274 00:10:26,179 --> 00:10:28,820 And that dyad partnership at the top of 275 00:10:28,820 --> 00:10:29,399 the organization 276 00:10:29,700 --> 00:10:31,940 all the way through the organization at the 277 00:10:31,940 --> 00:10:35,639 local care delivery level is critically important to 278 00:10:35,945 --> 00:10:36,605 to enabling 279 00:10:37,144 --> 00:10:39,544 our care teams to be practicing at the 280 00:10:39,544 --> 00:10:41,164 top of your license like you mentioned. 281 00:10:41,784 --> 00:10:43,325 You know, the second thing is 282 00:10:43,784 --> 00:10:46,845 having strong engineering and product teams 283 00:10:47,304 --> 00:10:48,860 paired with our dyads, 284 00:10:49,720 --> 00:10:52,840 to build technology solutions and workflow capabilities that 285 00:10:52,840 --> 00:10:54,860 actually work and to do that, 286 00:10:55,399 --> 00:10:56,139 with speed. 287 00:10:56,600 --> 00:10:57,740 Today, we have, 288 00:10:58,120 --> 00:11:00,945 you know, really good relationships and partnerships with 289 00:11:01,024 --> 00:11:02,485 our Optum Insight partners. 290 00:11:03,105 --> 00:11:05,345 And we've done a lot of intentional work 291 00:11:05,345 --> 00:11:07,985 to, again, make sure that our engineering and 292 00:11:07,985 --> 00:11:10,164 product teams are really, you know, colocated 293 00:11:11,105 --> 00:11:13,919 with our strong dyad partners. Again, so that 294 00:11:14,000 --> 00:11:16,959 we're we're listening, we're learning, we're actively adapting, 295 00:11:16,959 --> 00:11:17,860 and we're deploying 296 00:11:18,320 --> 00:11:19,539 capabilities faster, 297 00:11:20,240 --> 00:11:21,839 at the market level to get that real 298 00:11:21,839 --> 00:11:23,459 time feedback and scaling 299 00:11:24,079 --> 00:11:24,579 quickly. 300 00:11:25,039 --> 00:11:26,639 And that that really is part of, 301 00:11:27,554 --> 00:11:29,075 some of what we're doing to improve our 302 00:11:29,075 --> 00:11:31,654 operating performance is is making some of those, 303 00:11:32,115 --> 00:11:34,294 scaled improvements happen faster 304 00:11:34,674 --> 00:11:37,715 across our practices and across our our delivery 305 00:11:37,715 --> 00:11:38,534 service lines. 306 00:11:40,115 --> 00:11:41,495 And then third, 307 00:11:42,149 --> 00:11:43,929 we we just continue 308 00:11:44,549 --> 00:11:48,329 to remain deeply committed to value based care, 309 00:11:48,470 --> 00:11:50,629 and that is at the core of our 310 00:11:50,629 --> 00:11:51,129 mission, 311 00:11:51,750 --> 00:11:52,490 our purpose, 312 00:11:53,269 --> 00:11:54,409 and our why. 313 00:11:54,785 --> 00:11:56,725 And I think to have a really good, 314 00:11:57,504 --> 00:11:58,725 clinician experience, 315 00:11:59,904 --> 00:12:02,144 we need to stay rooted in that that 316 00:12:02,144 --> 00:12:04,384 core, which is really why we exist. You 317 00:12:04,384 --> 00:12:06,545 know, our clinicians and our care teams are 318 00:12:06,545 --> 00:12:08,419 passionate passionate about value based care. 319 00:12:08,959 --> 00:12:11,939 It allows them to deliver holistic care. 320 00:12:12,720 --> 00:12:14,399 It allows them to spend time with our 321 00:12:14,399 --> 00:12:14,899 patients 322 00:12:15,360 --> 00:12:16,019 to avoid 323 00:12:17,039 --> 00:12:17,779 chronic disease. 324 00:12:18,639 --> 00:12:20,720 Instead of, you know, rushing through high patient 325 00:12:20,720 --> 00:12:23,174 volumes, I mean, they they they came and 326 00:12:23,174 --> 00:12:25,414 they're choosing value based care because it reduces 327 00:12:25,414 --> 00:12:27,434 burnout and stress and allows them, 328 00:12:28,215 --> 00:12:30,294 to practice medicine the way they they wanna 329 00:12:30,294 --> 00:12:33,434 practice it. And so, you know, while we 330 00:12:33,815 --> 00:12:35,914 stay focused on operational improvements, 331 00:12:36,740 --> 00:12:38,980 we are certainly not losing sight of why 332 00:12:38,980 --> 00:12:39,720 we exist, 333 00:12:40,419 --> 00:12:42,120 in the environment that attracted 334 00:12:42,659 --> 00:12:45,320 physicians and incredible care teams to work here 335 00:12:45,460 --> 00:12:47,940 and keeping that core to everything we do, 336 00:12:47,940 --> 00:12:49,860 you know, to make sure we're bringing value 337 00:12:49,860 --> 00:12:50,839 based care 338 00:12:51,315 --> 00:12:53,815 at scale with the appropriate outcomes, 339 00:12:54,355 --> 00:12:57,554 cost management, and an improved patient and provider 340 00:12:57,554 --> 00:12:59,335 experience each and every single day. 341 00:13:00,035 --> 00:13:03,154 Absolutely. It's very clear that you see value 342 00:13:03,154 --> 00:13:04,615 based care as as core, 343 00:13:04,915 --> 00:13:07,440 as a core model to continue moving towards 344 00:13:07,440 --> 00:13:07,940 improving, 345 00:13:08,639 --> 00:13:10,320 certainly not straying away from that as your 346 00:13:10,320 --> 00:13:12,659 core mission, Christa. And and you mentioned 347 00:13:12,960 --> 00:13:14,720 Medicare Advantage there in your in your last 348 00:13:14,720 --> 00:13:16,240 answer. And I wonder if we're talking a 349 00:13:16,240 --> 00:13:17,759 little bit about what's going on in the 350 00:13:17,759 --> 00:13:19,139 industry more broadly, 351 00:13:20,415 --> 00:13:23,394 of course, c CMS put out their proposed 352 00:13:23,855 --> 00:13:27,315 rates for for Medicare Advantage for next year, 353 00:13:28,894 --> 00:13:32,250 basically flat funding overall for the program if 354 00:13:32,330 --> 00:13:33,230 if that proposal 355 00:13:33,529 --> 00:13:34,029 stands. 356 00:13:34,970 --> 00:13:38,250 And the federal government received record comments from 357 00:13:38,250 --> 00:13:41,710 the industry this year about that proposed rates. 358 00:13:42,169 --> 00:13:43,450 And then it comes as a time, as 359 00:13:43,450 --> 00:13:46,154 you know, where utilization is up, care costs 360 00:13:46,154 --> 00:13:48,095 are up for for caring for seniors. 361 00:13:48,875 --> 00:13:51,195 So everybody is talking about this. You'd be 362 00:13:51,195 --> 00:13:54,154 hard pressed to find, an insurer that is, 363 00:13:54,475 --> 00:13:56,014 satisfied with the proposal. 364 00:13:56,394 --> 00:13:58,554 So from from your perspective and and giving 365 00:13:58,554 --> 00:13:59,534 your your expertise, 366 00:14:00,250 --> 00:14:02,269 because of your long career in this industry, 367 00:14:02,889 --> 00:14:04,649 can you talk to us a little bit 368 00:14:04,649 --> 00:14:08,169 about how stability in Medicare Advantage policy and 369 00:14:08,169 --> 00:14:08,909 in funding, 370 00:14:09,690 --> 00:14:11,769 going beyond the payer perspective and how that 371 00:14:11,769 --> 00:14:15,014 enables providers like yourself to invest in better 372 00:14:15,014 --> 00:14:15,754 care models 373 00:14:16,134 --> 00:14:18,294 and and then ultimately, of course, delivering better 374 00:14:18,294 --> 00:14:19,355 outcomes and experiences 375 00:14:20,054 --> 00:14:22,074 over time for for seniors. 376 00:14:23,334 --> 00:14:25,754 Yeah. This is it's an important topic. 377 00:14:26,054 --> 00:14:26,554 And, 378 00:14:27,095 --> 00:14:28,679 you know, I think just to reiterate where 379 00:14:28,679 --> 00:14:31,259 you started, you know, our deep conviction, 380 00:14:32,519 --> 00:14:35,320 and belief in value based care being the 381 00:14:35,320 --> 00:14:36,700 right path forward. 382 00:14:37,159 --> 00:14:39,240 Maybe I'll just unpack that for for a 383 00:14:39,240 --> 00:14:41,879 moment and then, definitely wanna get to, you 384 00:14:41,879 --> 00:14:44,294 know, the question around, you know, the the 385 00:14:44,294 --> 00:14:45,754 advanced rate notice. 386 00:14:46,294 --> 00:14:49,335 You know, I think, again, we've continued to 387 00:14:49,335 --> 00:14:51,575 reiterate this, but I think it's just incredibly 388 00:14:51,575 --> 00:14:54,875 important to to remember that a major contributor 389 00:14:55,095 --> 00:14:57,559 to high costs and low value care in 390 00:14:57,559 --> 00:14:58,779 The US is this 391 00:14:59,159 --> 00:15:01,959 current systems, you know, reliance on fee for 392 00:15:01,959 --> 00:15:03,500 service payment models, which 393 00:15:03,879 --> 00:15:07,339 reward for volume of products and services consumed. 394 00:15:07,720 --> 00:15:09,320 You know, it's a system that's really built 395 00:15:09,320 --> 00:15:11,240 on the intensity of treating people when they're 396 00:15:11,240 --> 00:15:13,264 sick rather than one that's focused 397 00:15:13,884 --> 00:15:16,684 on proactively keeping people healthy and and keeping 398 00:15:16,684 --> 00:15:17,664 them cared for. 399 00:15:18,205 --> 00:15:19,345 And I I mentioned, 400 00:15:19,884 --> 00:15:21,745 you know, some of the outcomes. 401 00:15:22,445 --> 00:15:25,804 You know, today, our Medicare Advantage patients served 402 00:15:25,804 --> 00:15:27,264 by value based care models 403 00:15:27,620 --> 00:15:29,639 have twenty one percent fewer hospitalization 404 00:15:30,179 --> 00:15:31,320 admissions overall. 405 00:15:32,100 --> 00:15:34,759 And those numbers actually grow, 406 00:15:35,620 --> 00:15:38,440 for members with certain conditions. So for example, 407 00:15:38,740 --> 00:15:41,379 members with hypertension, it's, you know, thirty five 408 00:15:41,379 --> 00:15:44,225 percent reduction in hospital admissions and, 409 00:15:44,684 --> 00:15:47,884 forty four percent reduction in, hospital admissions for 410 00:15:47,884 --> 00:15:50,284 those with COPD and and asthma and other 411 00:15:50,284 --> 00:15:51,985 acute and chronic conditions. So 412 00:15:52,365 --> 00:15:52,865 so, 413 00:15:53,485 --> 00:15:55,105 you know, we we have 414 00:15:55,485 --> 00:15:56,144 the data, 415 00:15:56,845 --> 00:15:59,360 and the support to support value based care 416 00:15:59,360 --> 00:16:01,200 and why it's it's really needed now more 417 00:16:01,200 --> 00:16:01,860 than ever. 418 00:16:02,399 --> 00:16:04,879 And and as we think about the, you 419 00:16:04,879 --> 00:16:06,340 know, advanced rate notice, 420 00:16:07,200 --> 00:16:09,360 and what's, you know, kind of just sparked, 421 00:16:09,360 --> 00:16:10,820 you know, significant discussion 422 00:16:11,519 --> 00:16:14,075 is, you know, bottom line when 423 00:16:14,695 --> 00:16:15,595 when there's 424 00:16:16,215 --> 00:16:19,254 rate pressure and lack of rate stability, it 425 00:16:19,254 --> 00:16:21,035 does squeeze funding, 426 00:16:21,575 --> 00:16:24,774 which does, you know, unfortunately, impact value based 427 00:16:24,774 --> 00:16:25,139 care. 428 00:16:25,779 --> 00:16:27,080 We've seen that with, 429 00:16:27,700 --> 00:16:29,860 the changes with, you know, v '28. We've 430 00:16:29,860 --> 00:16:30,840 seen that with 431 00:16:31,220 --> 00:16:33,379 the growth rate maybe not keeping up with 432 00:16:33,379 --> 00:16:36,120 medical cost trends and and that cost trend, 433 00:16:36,820 --> 00:16:37,720 you know, impacting 434 00:16:38,259 --> 00:16:40,375 value based care. And and frankly, 435 00:16:40,754 --> 00:16:41,414 it also, 436 00:16:41,954 --> 00:16:42,855 you know, payers 437 00:16:43,315 --> 00:16:45,875 respond in that environment. And and while we're 438 00:16:45,875 --> 00:16:48,834 all focused on reducing administrative cost and waste 439 00:16:48,834 --> 00:16:49,654 in the system, 440 00:16:50,034 --> 00:16:52,195 you know, unfortunately, some of those rate cuts 441 00:16:52,195 --> 00:16:53,235 do result in, 442 00:16:53,919 --> 00:16:54,419 benefit 443 00:16:54,720 --> 00:16:56,019 cuts for seniors. 444 00:16:56,720 --> 00:16:58,740 And then it also results in 445 00:16:59,040 --> 00:17:00,340 in in some cases mispricing, 446 00:17:01,279 --> 00:17:03,679 which that has been a effect of what's 447 00:17:03,679 --> 00:17:05,200 happened in value based care. And for us 448 00:17:05,200 --> 00:17:05,859 in particular, 449 00:17:06,240 --> 00:17:09,255 you know, that mispricing kind of does impact 450 00:17:10,134 --> 00:17:12,295 downstream value based care providers like us. And 451 00:17:12,295 --> 00:17:15,414 so, you know, we just believe in stability 452 00:17:15,414 --> 00:17:16,634 and Medicare Advantage 453 00:17:16,934 --> 00:17:19,275 funding because we continue to see, 454 00:17:19,974 --> 00:17:22,650 the outcomes are better, the quality is better, 455 00:17:22,890 --> 00:17:25,789 the costs are lower, you have more benefits 456 00:17:26,009 --> 00:17:27,710 inside Medicare Advantage 457 00:17:28,410 --> 00:17:29,630 than compared to, 458 00:17:30,170 --> 00:17:32,809 you know, Medicare Supplement or Medicare fee for 459 00:17:32,809 --> 00:17:33,309 service. 460 00:17:34,009 --> 00:17:34,509 And, 461 00:17:35,210 --> 00:17:36,490 and I think the last thing I would 462 00:17:36,490 --> 00:17:39,105 say is when that funding is not stable, 463 00:17:39,105 --> 00:17:40,785 what happens is then we are gonna need 464 00:17:40,785 --> 00:17:43,025 to make, you know, choices in how we 465 00:17:43,025 --> 00:17:45,424 manage that that cost environment and that cost 466 00:17:45,424 --> 00:17:46,325 reduction. So, 467 00:17:46,704 --> 00:17:49,105 you know, I mentioned benefit cuts for seniors, 468 00:17:49,105 --> 00:17:51,690 but it also means maybe less time spent 469 00:17:51,690 --> 00:17:54,169 on preventive care or it means us having 470 00:17:54,169 --> 00:17:56,190 to think about trade offs with, 471 00:17:56,730 --> 00:17:58,589 wraparound services or 472 00:17:58,970 --> 00:18:01,769 investments we make in in care teams and 473 00:18:01,769 --> 00:18:02,589 care coordination. 474 00:18:03,369 --> 00:18:05,710 And what happens then is, you know, patients 475 00:18:05,769 --> 00:18:07,984 may end up in the ER or getting 476 00:18:07,984 --> 00:18:09,984 fewer preventive screenings or things of that nature. 477 00:18:09,984 --> 00:18:13,505 And so, you know, we're advocating strongly on 478 00:18:13,505 --> 00:18:14,644 behalf of our patients, 479 00:18:15,105 --> 00:18:16,404 on behalf of our providers, 480 00:18:16,865 --> 00:18:18,944 and in partnership with our payer partners to 481 00:18:18,944 --> 00:18:19,444 ensure 482 00:18:19,825 --> 00:18:22,590 that we can continue to advance and scale 483 00:18:22,590 --> 00:18:24,690 the value of value based care, 484 00:18:25,230 --> 00:18:28,690 because we again, we believe that it is, 485 00:18:29,150 --> 00:18:30,049 the right approach 486 00:18:30,670 --> 00:18:31,170 to, 487 00:18:32,190 --> 00:18:34,509 reward a system and and really incent a 488 00:18:34,509 --> 00:18:37,414 system to focus more on on preventive holistic 489 00:18:37,414 --> 00:18:37,914 care 490 00:18:38,215 --> 00:18:38,875 for Americans. 491 00:18:40,134 --> 00:18:42,215 Certainly. And to your point, Krista, I mean, 492 00:18:42,215 --> 00:18:44,715 we've already heard from industry groups, from individual 493 00:18:44,775 --> 00:18:47,894 insurers about what this this advance rate notice, 494 00:18:48,215 --> 00:18:50,650 what it would mean for benefits for seniors 495 00:18:50,650 --> 00:18:51,470 down the line, 496 00:18:51,769 --> 00:18:54,089 if it if it becomes reality as as 497 00:18:54,089 --> 00:18:55,549 currently proposed. So, 498 00:18:56,410 --> 00:18:58,170 it will be fascinating to see what happens 499 00:18:58,170 --> 00:18:59,529 there, but I I and I know that's 500 00:18:59,529 --> 00:19:01,609 something we could talk about during this entire 501 00:19:01,609 --> 00:19:04,015 conversation, Medicare Advantage alone. But I wanna also 502 00:19:04,015 --> 00:19:05,795 make sure to ask you a little bit 503 00:19:06,174 --> 00:19:07,934 about AI. I know it squeezes its way 504 00:19:07,934 --> 00:19:09,634 into every conversation right now. 505 00:19:10,414 --> 00:19:12,734 But but we've been hearing from UnitedHealth more 506 00:19:12,734 --> 00:19:13,234 broadly 507 00:19:13,615 --> 00:19:16,255 about how much work the company and investment 508 00:19:16,255 --> 00:19:19,109 the company is making into this technology. 509 00:19:19,890 --> 00:19:21,649 We we heard about how the company has 510 00:19:21,649 --> 00:19:22,950 deployed more than 2,000 511 00:19:23,409 --> 00:19:23,909 engineers 512 00:19:24,289 --> 00:19:27,750 into AI initiatives and integrated over a thousand 513 00:19:27,970 --> 00:19:30,789 AI use cases across the broader business. 514 00:19:31,484 --> 00:19:32,725 So where you 515 00:19:33,164 --> 00:19:34,444 in in the part of the company that 516 00:19:34,444 --> 00:19:36,545 you lead, where you already seen AI, 517 00:19:37,644 --> 00:19:38,944 technology more broadly, 518 00:19:39,644 --> 00:19:40,944 meaningfully reduce 519 00:19:41,404 --> 00:19:44,545 burden or or improve the experience overall for 520 00:19:44,605 --> 00:19:47,105 for for your patients, for your care teams, 521 00:19:47,930 --> 00:19:50,190 on the ground? What is that looking like? 522 00:19:51,130 --> 00:19:54,009 Yeah. There's really there's so much opportunity here, 523 00:19:54,009 --> 00:19:57,049 and I'm, we remain deeply committed and really 524 00:19:57,049 --> 00:19:59,950 excited about what AI can do to, 525 00:20:00,250 --> 00:20:03,355 again, reduce administrative burden, kind of reduce, you 526 00:20:03,355 --> 00:20:05,674 know, waste in the system, and really enable 527 00:20:05,674 --> 00:20:07,275 our care teams to operate at the top 528 00:20:07,275 --> 00:20:09,914 of their license. And also really create more, 529 00:20:09,914 --> 00:20:11,994 you know, access for people so they can 530 00:20:11,994 --> 00:20:14,394 they can focus on care and not, not 531 00:20:14,394 --> 00:20:16,009 as much on the, you know, whether it's, 532 00:20:16,009 --> 00:20:19,089 like, the documentation side or the summarization side. 533 00:20:19,089 --> 00:20:22,130 So a couple of examples that are that 534 00:20:22,130 --> 00:20:24,210 are already live on our end. 535 00:20:25,169 --> 00:20:27,649 First is, you know, just ambient scribing, which 536 00:20:27,649 --> 00:20:28,149 allows 537 00:20:28,755 --> 00:20:30,835 clinicians to really focus more on that face 538 00:20:30,835 --> 00:20:32,055 to face conversation 539 00:20:32,755 --> 00:20:35,654 with their patient and, you know, that scribe, 540 00:20:35,875 --> 00:20:37,734 you know, really taking all the notes, 541 00:20:38,275 --> 00:20:40,275 and allowing physicians again to focus on their 542 00:20:40,275 --> 00:20:42,195 patient and really just kind of review and 543 00:20:42,195 --> 00:20:43,714 approve the notes at the end of the 544 00:20:43,714 --> 00:20:45,690 day so they're not, you know, face down 545 00:20:45,690 --> 00:20:46,589 in a computer 546 00:20:46,970 --> 00:20:48,750 or having to work on notes, 547 00:20:49,450 --> 00:20:51,210 in their pajamas at home later at the 548 00:20:51,210 --> 00:20:52,490 end of the day. That's just, you know, 549 00:20:52,490 --> 00:20:53,230 one example. 550 00:20:53,849 --> 00:20:54,829 Another is, 551 00:20:55,210 --> 00:20:56,589 you know, beyond that documentation, 552 00:20:57,210 --> 00:20:59,789 using technology to really kind of summarize 553 00:21:00,914 --> 00:21:01,414 care. 554 00:21:01,875 --> 00:21:04,835 So kind of pull different, you know, medical 555 00:21:04,835 --> 00:21:06,535 records, charts, claims, 556 00:21:07,154 --> 00:21:07,654 labs, 557 00:21:08,115 --> 00:21:08,615 history, 558 00:21:08,995 --> 00:21:09,495 information, 559 00:21:10,355 --> 00:21:12,115 that the patients are sending us in advance 560 00:21:12,115 --> 00:21:14,275 their appointment, kind of pull all that together 561 00:21:14,275 --> 00:21:15,950 to help care teams, 562 00:21:16,409 --> 00:21:18,029 be more prepared for the visit 563 00:21:18,490 --> 00:21:20,730 and have a kind of a prioritized set 564 00:21:20,730 --> 00:21:22,490 of of things that they wanna make sure 565 00:21:22,490 --> 00:21:24,329 they're addressing with the patient in addition to 566 00:21:24,329 --> 00:21:26,169 listening to what the patient needs are. You 567 00:21:26,169 --> 00:21:28,505 know, that's one. And third, a way in 568 00:21:28,505 --> 00:21:30,184 which that comes to life not just in 569 00:21:30,184 --> 00:21:31,164 a clinical setting, 570 00:21:31,545 --> 00:21:32,025 but, 571 00:21:32,505 --> 00:21:33,944 as you know, we have a number of 572 00:21:33,944 --> 00:21:34,444 nurses 573 00:21:34,904 --> 00:21:36,525 that do home health visits. 574 00:21:37,065 --> 00:21:37,565 And, 575 00:21:38,345 --> 00:21:41,244 we use that same kind of summarization tool 576 00:21:41,569 --> 00:21:43,650 to help our nurses that are, you know, 577 00:21:43,650 --> 00:21:45,109 driving to patients' homes 578 00:21:45,410 --> 00:21:47,490 by allowing them to have this summary and, 579 00:21:47,490 --> 00:21:50,369 like, an easy to listen to audio summary. 580 00:21:50,369 --> 00:21:52,289 So, again, they get to know their patients, 581 00:21:52,289 --> 00:21:53,990 they get to digest that history, 582 00:21:54,704 --> 00:21:56,065 on their way to the visit. So they're 583 00:21:56,065 --> 00:21:57,904 not having to spend as much time kind 584 00:21:57,904 --> 00:22:00,224 of redoing all that history, but instead validating 585 00:22:00,224 --> 00:22:02,224 it and focusing more on the patient needs 586 00:22:02,224 --> 00:22:03,744 in front of them. And I would just 587 00:22:03,744 --> 00:22:05,044 say these are, you know, three 588 00:22:05,345 --> 00:22:07,684 very simple examples, but the opportunity 589 00:22:08,144 --> 00:22:10,085 is is truly vast. We are 590 00:22:10,390 --> 00:22:10,890 absolutely 591 00:22:11,429 --> 00:22:13,910 investing dollars and resources and, you know, putting 592 00:22:13,910 --> 00:22:15,929 teams deployed to these exact same things. 593 00:22:16,230 --> 00:22:17,509 I go back to what I said in 594 00:22:17,509 --> 00:22:18,569 the beginning, which is, 595 00:22:18,869 --> 00:22:21,130 really starting with listening to our clinicians 596 00:22:21,750 --> 00:22:24,390 and starting with what they need to improve 597 00:22:24,390 --> 00:22:26,785 patient care and patient outcomes and always making 598 00:22:26,785 --> 00:22:28,465 sure that, you know, they're operating at the 599 00:22:28,465 --> 00:22:29,445 top of their license. 600 00:22:30,144 --> 00:22:32,244 One other thing I just wanna mention here, 601 00:22:32,305 --> 00:22:34,625 which is really important to us is while 602 00:22:34,625 --> 00:22:35,125 AI, 603 00:22:36,144 --> 00:22:37,825 will be able to do a lot in 604 00:22:37,825 --> 00:22:40,119 health care, I think there's something really critically 605 00:22:40,119 --> 00:22:41,880 important in health care, which is kind of 606 00:22:41,880 --> 00:22:44,299 humanity and empathy and care. 607 00:22:44,680 --> 00:22:45,579 And that's something 608 00:22:45,960 --> 00:22:48,140 that, you know, AI isn't replacing 609 00:22:48,440 --> 00:22:48,940 yet, 610 00:22:49,480 --> 00:22:51,794 and may not. And that's where our clinicians 611 00:22:51,794 --> 00:22:52,855 and care teams 612 00:22:53,234 --> 00:22:54,694 being able to practice medicine, 613 00:22:55,474 --> 00:22:56,694 enjoying their work environment, 614 00:22:57,075 --> 00:22:58,534 focus on value based care, 615 00:22:59,315 --> 00:23:00,994 bring you know, being able to bring that 616 00:23:00,994 --> 00:23:01,494 empathy, 617 00:23:02,115 --> 00:23:04,730 into every one of our our visits and 618 00:23:04,730 --> 00:23:07,130 our experiences with our patients is always going 619 00:23:07,130 --> 00:23:08,429 to remain critically important. 620 00:23:09,130 --> 00:23:10,649 Understood. So it really sounds like at the 621 00:23:10,649 --> 00:23:13,369 core of these investments, you wanna make sure 622 00:23:13,369 --> 00:23:16,409 that you're enabling and better supporting that that 623 00:23:16,409 --> 00:23:16,909 human, 624 00:23:17,595 --> 00:23:20,174 to patient to to clinician connection. 625 00:23:20,954 --> 00:23:23,274 Krista, before we go today, you know, we 626 00:23:23,355 --> 00:23:24,894 we've talked a lot about, 627 00:23:25,835 --> 00:23:28,795 the pivotal time for Optum Health, what's going 628 00:23:28,795 --> 00:23:30,575 on in the industry more broadly, 629 00:23:31,480 --> 00:23:34,359 and then your your conviction that value based 630 00:23:34,359 --> 00:23:37,159 care, that that strategy is the correct one 631 00:23:37,159 --> 00:23:38,059 moving forward. 632 00:23:39,159 --> 00:23:42,039 Has anything surprised you so far in in 633 00:23:42,039 --> 00:23:43,799 your role? I know you've you're coming up 634 00:23:43,799 --> 00:23:45,045 on just about six months, 635 00:23:45,525 --> 00:23:46,664 of leading OptumHealth. 636 00:23:47,924 --> 00:23:48,904 How how is 637 00:23:49,365 --> 00:23:52,644 leading such a critical company for the industry 638 00:23:52,644 --> 00:23:56,085 overall? How has it shaped your your personal 639 00:23:56,085 --> 00:23:58,904 view of where this industry is headed? 640 00:24:00,000 --> 00:24:00,820 You know, I, 641 00:24:01,840 --> 00:24:02,740 I am even 642 00:24:03,039 --> 00:24:04,019 more convinced 643 00:24:04,320 --> 00:24:04,820 that, 644 00:24:05,359 --> 00:24:07,619 you know, value based care is is, 645 00:24:08,320 --> 00:24:11,200 truly the the answer right now in health 646 00:24:11,200 --> 00:24:11,940 care when, you 647 00:24:12,315 --> 00:24:14,394 you know, when people aren't getting the quality 648 00:24:14,394 --> 00:24:16,554 care they deserve, when costs are rising and 649 00:24:16,554 --> 00:24:17,294 not affordable, 650 00:24:18,315 --> 00:24:19,054 when patients 651 00:24:19,355 --> 00:24:21,914 aren't satisfied with the experiences and providers are 652 00:24:21,914 --> 00:24:23,774 burned out. I just I continue 653 00:24:24,234 --> 00:24:26,930 to remain convinced that we have the right 654 00:24:26,930 --> 00:24:28,230 value based care model, 655 00:24:29,009 --> 00:24:31,730 and there's a lot more opportunity to grow 656 00:24:31,730 --> 00:24:33,490 and to scale this to even more and 657 00:24:33,490 --> 00:24:34,150 more people. 658 00:24:34,529 --> 00:24:35,029 And, 659 00:24:35,410 --> 00:24:37,509 you know, you was you mentioned what has 660 00:24:37,970 --> 00:24:39,164 surprised me the most. 661 00:24:39,884 --> 00:24:41,825 This business has really been going through, 662 00:24:42,285 --> 00:24:43,345 significant change, 663 00:24:43,805 --> 00:24:45,244 and we've, you know, we've talked at the 664 00:24:45,244 --> 00:24:48,445 beginning about, you know, operational opportunities to improve 665 00:24:48,445 --> 00:24:48,945 performance. 666 00:24:49,725 --> 00:24:52,625 But what is really alive and well 667 00:24:53,339 --> 00:24:53,740 is, 668 00:24:54,140 --> 00:24:55,119 you know, resilience, 669 00:24:56,059 --> 00:24:56,640 a deep 670 00:24:57,099 --> 00:24:57,599 purpose 671 00:24:58,460 --> 00:25:00,319 and commitment to our patients 672 00:25:00,859 --> 00:25:02,880 and to the promise of value based care 673 00:25:03,179 --> 00:25:03,900 and truly, 674 00:25:04,460 --> 00:25:05,279 an innovative 675 00:25:05,944 --> 00:25:07,085 spirit to, 676 00:25:07,625 --> 00:25:10,045 and kind of that growth oriented spirit to 677 00:25:10,664 --> 00:25:13,065 always show up and do better tomorrow for 678 00:25:13,065 --> 00:25:13,644 our patients 679 00:25:14,025 --> 00:25:16,204 than we're doing today. And I just think 680 00:25:16,664 --> 00:25:18,184 maybe I shouldn't have been surprised by that, 681 00:25:18,184 --> 00:25:20,765 but I'm so pleasantly surprised with 682 00:25:21,390 --> 00:25:22,849 the that purpose 683 00:25:23,309 --> 00:25:25,950 and the potential of this business. And I 684 00:25:25,950 --> 00:25:27,630 couldn't be more thrilled to be here at 685 00:25:27,630 --> 00:25:29,470 this time when health care needs us now 686 00:25:29,470 --> 00:25:31,309 more than ever, and you've got a team 687 00:25:31,309 --> 00:25:34,509 that is truly ready to deliver better outcomes 688 00:25:34,509 --> 00:25:36,485 for patients that we serve and, 689 00:25:36,965 --> 00:25:39,285 just honored to be here. Yeah. I'm sure 690 00:25:39,285 --> 00:25:41,545 it's a very satisfying thing to be surprised 691 00:25:41,605 --> 00:25:44,884 by. I my last question for you super 692 00:25:44,884 --> 00:25:46,904 quick. You know, we're being listened 693 00:25:47,205 --> 00:25:48,345 to by thousands 694 00:25:48,725 --> 00:25:52,500 of hospital executives around the country, health insurance 695 00:25:52,720 --> 00:25:53,220 executives, 696 00:25:53,599 --> 00:25:55,380 all facing similar pressures, 697 00:25:55,919 --> 00:25:57,220 as you and your colleagues. 698 00:25:58,160 --> 00:26:00,579 Anything else you'd you'd wanna share with them? 699 00:26:00,720 --> 00:26:02,019 Final bits of advice. 700 00:26:02,960 --> 00:26:04,880 You know, I think there's never gonna be 701 00:26:04,880 --> 00:26:08,184 just one simple answer, one simple solution or, 702 00:26:08,184 --> 00:26:08,825 you know, 703 00:26:09,224 --> 00:26:11,305 to the challenges that we're facing in health 704 00:26:11,305 --> 00:26:11,805 care. 705 00:26:12,265 --> 00:26:14,505 It is really gonna take all of us 706 00:26:14,505 --> 00:26:15,404 to work together, 707 00:26:15,945 --> 00:26:17,164 find common ground, 708 00:26:17,945 --> 00:26:18,445 align 709 00:26:18,984 --> 00:26:19,484 incentives, 710 00:26:20,549 --> 00:26:23,430 and, you know, work together to deliver a 711 00:26:23,430 --> 00:26:25,049 better experience for patients 712 00:26:25,670 --> 00:26:28,410 and and better quality outcomes for society. 713 00:26:29,190 --> 00:26:29,690 And 714 00:26:29,990 --> 00:26:33,450 we welcome those partnerships. We welcome those conversations 715 00:26:33,750 --> 00:26:34,650 and those relationships 716 00:26:35,434 --> 00:26:37,134 and the ability to work through, 717 00:26:37,835 --> 00:26:40,954 those aligned incentive models to make sure that 718 00:26:40,954 --> 00:26:42,095 that we are improving, 719 00:26:43,194 --> 00:26:44,815 for all of us. We have that responsibility 720 00:26:45,434 --> 00:26:47,194 to improve what we do each and every 721 00:26:47,194 --> 00:26:48,714 day for the patients that need us the 722 00:26:48,714 --> 00:26:49,355 most. And I think, 723 00:26:50,480 --> 00:26:50,980 I'm 724 00:26:51,599 --> 00:26:52,180 really optimistic 725 00:26:52,559 --> 00:26:53,059 that, 726 00:26:53,519 --> 00:26:55,599 you know, we have great relationships today, but 727 00:26:55,599 --> 00:26:57,920 I'm even more optimistic that with the results 728 00:26:57,920 --> 00:26:58,660 that we 729 00:26:59,039 --> 00:27:02,019 have in our clinical models today and with, 730 00:27:02,400 --> 00:27:04,799 the relationships that we have and and frankly, 731 00:27:04,799 --> 00:27:06,339 the momentum we're gaining that 732 00:27:06,744 --> 00:27:08,505 I think we're in a great position to 733 00:27:08,505 --> 00:27:10,984 come together with whether it's hospital system partners 734 00:27:10,984 --> 00:27:12,125 or payer partners, 735 00:27:12,984 --> 00:27:15,884 other clinical leaders, network providers in our communities, 736 00:27:16,424 --> 00:27:18,605 and actually just start to action 737 00:27:18,980 --> 00:27:21,539 against this and, you know, continue to hold 738 00:27:21,539 --> 00:27:23,380 ourselves accountable to do that together as a 739 00:27:23,380 --> 00:27:24,920 society and together as partners. 740 00:27:25,779 --> 00:27:28,420 Wonderful. Well, Krista, I can't thank you enough 741 00:27:28,420 --> 00:27:30,740 for taking the time to chat with me 742 00:27:30,740 --> 00:27:33,619 today on the podcast and for sharing your 743 00:27:33,619 --> 00:27:35,205 insights, your expertise 744 00:27:35,664 --> 00:27:38,545 with our listeners. We truly appreciate it. Thank 745 00:27:38,545 --> 00:27:39,924 you so much for having me. 746 00:27:40,225 --> 00:27:41,744 And to our listeners, if you'd like to 747 00:27:41,744 --> 00:27:44,225 listen to more podcasts from Becker's Healthcare, you 748 00:27:44,225 --> 00:27:47,285 can visit beckershospitalreview.com.