Healthcare Rap

It's a jam-packed conversation with the Oura team! Holly Shelton, Chief Product Officer, and Jason Oberfest, VP of Health Partnerships, dive into the design process behind the Oura Ring’s newest heart health features. By the time you finish hearing from Holly and Jason, you’ll have a whole new sense of what’s possible with next-generation wearables and health data.  All that, plus the Flava of the Week about the FDA authorizing Apple’s Hearing Aid Feature as the first over-the-counter hearing aid software device. Now that AirPods Pro can assist in treating a common ailment for millions of people, how should we keep their announcement in mind as we design and build consumer-centered services?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-centered healthcare services. (#355) See omnystudio.com/listener for privacy information.

Ryan McPherson from Cedar helps us benchmark the patient financial experience. If you feel like your well-being has been negatively impacted by a medical bill, you’re not alone – you’ll hear all about that and other metrics from Cedar’s new PFX benchmark report. All that, plus the Flava of the Week about Pfizer’s new online direct to consumer play. What did our test drive of PfizerForAll teach us, and what does the platform’s launch tell us about digital health partnerships?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-centered healthcare services. (#353) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It was episode #249, and it originally aired in January 2023.  Victor Reiss sheds light on being a Vice President of Consumerism for a major health system. Victor knows that if it was easy to undergo a Consumer Transformation, more organizations would be further along that journey, so it’s important to acknowledge the challenges in going down this path. He describes what led to UNC Health recognizing the need for this role, how the role is structured, and how he measures success. Hint: it’s a team effort. Take a listen and let us know your thoughts about retail-inspired healthcare leadership today! This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#352) See omnystudio.com/listener for privacy information.

Darren Sabo, CEO of Primefocus Health, gives an inside look at the company’s launch in partnership with LG. He covers a lot of ground about health at home and educating consumers on this quickly evolving space.  All that, plus the Flava of the Week about what Rock Health is saying about wearables. What can we learn from their data about wearable usage, and how should we remember mature technologies as we design and build consumer-centered services?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#351) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It was episode #237, and it originally aired in October 2022.  Eric Steinberger, Chief Marketing Officer at Atlantic Health, shared his thoughts as a retail-inspired marketing leader. He was the former CMO at Bed Bath & Beyond, so his retail experience is especially relevant as he shares how his team is organized, how they set priorities to meet consumers’ needs, and how they focus on access, affordability, and quality. Take a listen and let us know your thoughts about retail-inspired healthcare leadership today!  This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#350) See omnystudio.com/listener for privacy information.

Ryan Thurlwell, the VA Health and Benefits Mobile App Design Lead, recognizes a milestone: the app has been downloaded more than 2 million times, ranking it among the most popular digital health apps. Ryan shares the app's most popular features, insights about connecting digital aspects of a Veteran’s healthcare experience, and what it all tells us about digital engagement.  All that, plus the Flava of the Week about Rock Health’s new research about consumers and weight care. What opportunities does the research show for virtual coaching, and what other insights does it highlight about what consumers want?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#349) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in May 2022.  Craig Kartchner shares some provocative thinking about the challenges of reaching consumers in legacy health systems. It’s fair to say that a majority of consumers don’t understand the complexity of the healthcare industry, and they don’t really care. They just want it to be easier. Craig shares how health systems can level up to provide that higher level of customer experience.  It’s easy to see why Craig is one of our most invited guests!  This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#348) See omnystudio.com/listener for privacy information.

Craig Kartchner, Chief Marketing and Customer Engagement Officer at HonorHealth, returns to share how more marketers are taking on consumer experience responsibilities, yet widespread progress is still slow. He shares why at some point, the industry will have to have a paradigm shift, why companies that excel at consumer experience seem to flounder when they wade into healthcare, and how health systems will never differentiate on an EHR-first strategy.  All that, plus the Flava of the Week about the stunning price tag of having a seat at the table. You’ll want to hold on tight for this one! A lot of revolutionary ideas are stuck behind pay walls, membership tiers, and walled gardens. So what are we going to do about it?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#347) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in September 2021.  Dr. Paul Thomas is in the house to share some provocative thinking about how direct primary care is revolutionizing the patient experience. Learn how the DPC movement is making it possible for consumers to have control of their care and for providers to work outside of the system. When there’s more face time, less charting, and lower costs, healthcare is a better experience for patients and providers. It’s a double dose of DPC after Dr. Thomas appeared in episode #345!  This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#346) See omnystudio.com/listener for privacy information.

Dr. Paul Thomas returns to highlight the momentum behind the Direct Primary Care movement and the revolutionary opportunities to break out of the insurance-based primary care model.  All that, plus the Flava of the Week about CVS Health’s new plans to locate Oak Street Health centers side-by-side with pharmacies. Does this latest announcement by a payvider signal that there is a new opportunity for profitable, consumer-first care, and how could it impact the rest of the ecosystem along the way?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#345)   See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in May 2023.  Deborah Di Sanzo, President of Best Buy Health, detailed the three components of Best Buy’s vision for enabling care at home, the extra training that Geek Squad members undergo to set up health tech in your home, and the value proposition to provider organization partners and consumers. After speaking with Best Buy’s Chief Medical Officer Dr. Z on our most recent episode, it’s an interesting tandem to hear this one again and see how their vision has expanded in the last 18 months. This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#344) See omnystudio.com/listener for privacy information.

Dr. Ben Zaniello, chief medical officer at Best Buy Health, gives an update about health at home from the consumer’s point of view and dives into some of Best Buy’s highlights in healthcare this year.  All that, plus the Flava of the Week about CenterWell leasing clinical space and opening senior-focused primary care centers at Walmart Supercenters. What will this next chapter of retail health look like, and have we been missing the boat by not including payviders more prominently in the discussion?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#343) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in November 2022.  Jared and guest co-host James Gardner spoke with Tim Barry, CEO and Chair of VillageMD, shortly after they announced their $9 billion acquisition of Summit Health. Tim shared how he expect the acquisition would accelerate VillageMD’s vision for improving the consumer experience and clinician experience. It’s fascinating now to revisit this episode following Walgreens' markdown of VillageMD and the scaling back of their investment in the primary care clinics.  This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#342) See omnystudio.com/listener for privacy information.

Privia Health is on an upward trajectory, and Dr. Bartley Bryt and Mark Foulke discuss some of the reasons why — including how they are engaging modern health consumers and reducing the administrative burdens of value-based care. All that, plus the Flava of the Week about The Vitamin Shoppe offering weight management services through a telehealth partnership. What do we need to know about nontraditional players in the wellness space, and how are they making fast inroads with digital health services?  This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#341) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in June 2023.  Jared and guest co-host James Gardner spoke with Dr. Chinni Pulluru, who at the time was Chief Clinical Executive and Vice President of Clinical Operations for Walmart Health Omnichannel Care. Dr. Pulluru dove deep into Walmart Health’s vision, goals, and day to day operations, as well as her perspective on the role that retail health plays in creating a healthier society. It’s fascinating now to revisit this episode given the shutdown of their health clinics earlier this year, and it’s quite interesting to look back at her response when asked what she would say to people who are skeptical about retail’s place in providing quality care.  This show is produced by Shift Forward Health, the consumer experience advisory firm for health systems. (#340) See omnystudio.com/listener for privacy information.

Ryan Kilgallon, Director of Digital at Overit, shares how putting CX first means putting UX first. There’s still a lot of work that goes into making a website the core of consumer experiences, so Ryan goes back to the basics as he walks us through how his team prioritized engagement and what we can all learn from that process. All that, plus the Flava of the Week about Kroger’s new weight management program. How are Kroger and other out of the box brands innovating in the space, and how is weight loss continuing to blur the lines between health and wellness? This show is produced by Shift Forward Health, the consumer advisory firm that helps providers operationalize consumer-first health. (#339) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in January 2021.  Jared and Zain talked about health systems taking the lead in helping people stay healthier. Then they went deep on why now is the time to move beyond sick care models and explore wellness and functional medicine offerings.  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#338)See omnystudio.com/listener for privacy information.

YY from SignalFire dives deep on what the health tech landscape looks like from the venture capital world, including the current and future road map for using tech to improve legacy consumer experiences.  All that, plus the Flava of the Week about Accenture’s recent report on patient loyalty. How does their latest research strengthen the business case for digital engagement, and why should we get better at explaining its value?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#337) See omnystudio.com/listener for privacy information.

This bonus episode is part of the Greatest Hits collection — episodes from the past 6 years that are just as relevant today. It originally aired in January 2021.  Jared and Zain talked about whether it’s possible to deliver healthcare in a way that's good for the patient and for business. Then they went deep on knowing where business value comes from, how marketing can get on the same page, and how service design changes when we don’t accept high cost of care as a constant in the equation. This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#336) See omnystudio.com/listener for privacy information.

Come for weight loss, stay for care. Michael Botta, President and Co-Founder of Sesame, discusses Sesame’s partnership with Costco, some details about their recently announced weight loss program, and what it all tells us about how consumers view their health and wellness as well as where digital health fits in.  All that, plus the Flava of the Week about Walgreens scaling back its investment in VillageMD and healthcare. Will the future of retail health trend towards partnerships, and will scaling up quickly makes sense for anyone after their latest earnings call?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#335) See omnystudio.com/listener for privacy information.