Healthcare Rap

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 discussed about how it’s challenging to design effective customer experiences when no one owns the process. Then they went deep on why digital teams have struggled to adopt service design standards and how to evolve, and dropped knowledge about having a garage full of Ferraris, the three concentric circles of service design, and managing results rather than platforms.  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#334) See omnystudio.com/listener for privacy information.

Michelle Davey, founder and CEO of Wheel, shares how Wheel is trying to change engagement behaviors, and how they take a partnership approach to reinventing how virtual care is delivered.  All that, plus the Flava of the Week about Equinox’s new longevity-based gym membership. What does it say about opportunities for fitness and healthcare to meet, and how can concierge-level services connect parts of the health and wellness journey?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#333) 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.  This was Zain’s first episode to co-host, and he and Jared embarked on a quest to discover whether it’s possible for healthcare organizations to provide the experiences that consumers demand. They talk about how culture and organizational structures keep getting in the way, the effects of hierarchical silos, and the benefits of widening our aperture to see more opportunities.  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#332) See omnystudio.com/listener for privacy information.

Season 11 kicks off with GoodRx Co-Founder Doug Hirsch. Doug is candid about the intentional and unintentional effects of rising drug costs, the downstream effects when consumers don’t fill their prescriptions, and how GoodRx simplifies decisions by reducing the amount of information that’s presented.  All that, plus the Flava of the Week about Season 11’s theme of engaging the modern health consumer. How do we make the total healthcare experience what it was always meant to be, and what’s our destination as we redefine what engagement means?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#331) See omnystudio.com/listener for privacy information.

This bonus episode highlights trends in the physician relations space and the digital tools that are being used to modernize providers’ business growth. It’s a “greatest hits” collection from Season 2 of the Actionable Insights Podcast hosted by Doctivity Health. Providers have to address the bottom line before they can prioritize things like consumer experience, so these are important conversations that you’ll want to hear.  This episode features interviews with five senior marketing and physician liaison leaders who voice the health system’s perspective: Jean Hitchcock, Melissa Fors Shackleford, Molly Luton, Chris Pace, and Amy Comeau. Interviews were recorded at HMPS 2024 with guest host James Gardner.  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#330)  See omnystudio.com/listener for privacy information.

We wrap up Season 10 with Ted Moser, Senior Partner at Prophet and author of Winning With Platforms. Ted gives a clinic about the quickly-evolving Platform Era and how healthcare organizations should and shouldn’t leverage platforms to grow their influence and improve consumer experiences.  All that, plus the Flava of the Week about Peleton’s most recent consumer health report. What do attitudes about fitness reveal about healthcare behaviors, and what’s the value in bringing connected fitness and other preventive aspects of health and wellness into the forefront of the consumer experience discussion?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#329) See omnystudio.com/listener for privacy information.

For the fourth episode in their mini-series about the future of healthcare marketing, Jared and guest co-host Paul Schrimpf welcome Dave Hook, Executive Director of Marketing and Consumer Experience at John Muir Health. Dave shares how evolutions in martech, staffing, and digital capabilities are driving their approach to consumer-led healthcare.  All that, plus the Flava of the Week about Costco’s new weight loss program. How is Costco’s partnership with Sesame fueling this new offering, and what does it signal to us about the next pivot in consumer-led retail health services?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#328) See omnystudio.com/listener for privacy information.

In his work at KLAS, Adam Cherrington speaks with a lot of digital health companies as well as the provider organizations that they serve and partner with. Adam shares his point of view on trends that he’s seeing when it comes to patient experience and consumer engagement, as well as the categories of digital health solutions that are out there addressing these priorities.  All that, plus the Flava of the Week about Oura Rings’ new heart health features. Where do smart rings and other wearables fit in the modern consumer’s health and wellness conversation today, and what they do tell us about making holistic health more accessible?  Highlights: 11:22 – Health systems see the need to move from point solutions to platforms 20:31 – Categorizing the patient engagement ecosystem is challenging 24:41 – Care redesign and tech stack consolidation is the right time to ask patients what they want in their experience 28:32 – Adam hopes we'll see more personalized communication in the future This show is produced by Sh

Geoffrey Roche is challenging healthcare organizations to think differently about workforce development. He connects the dots between medical training, clinical leadership, and the great need to develop the incoming non-clinical workforce that has different needs and skill sets.  All that, plus the Flava of the Week about Best Buy’s Q1 performance. What are the latest accomplishments with their slow-and-steady approach to innovation, and what does it tell us about consumer products when we consider their enterprise quarterly earnings?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#326) See omnystudio.com/listener for privacy information.

Jenny Bristow, CEO and Founder of Hedy & Hopp, speaks with a lot of healthcare organizations about the intersection of marketing, digital, and consumer engagement. As we champion leaders in this field, it’s more important than ever to seek out inspiration and education. You’ll love Jenny’s enthusiasm and passion for working in this field, her insights on what’s coming around the corner for consumer experience, and how sharing our own healthcare encounters leads us to build a better system for tomorrow.  All that, plus the Flava of the Week about the third and final trend in McKinsey’s latest consumer insights report. Are consumers still shopping their healthcare, and how can we orchestrate experiences by connecting to a holistic health ecosystem?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#325) See omnystudio.com/listener for privacy information.

Evan Richardson, CEO and Founder of Form Health, dives into the current state of metabolic health in America, GLP-1’s, Form Health’s newly announced partnership with Eli Lilly, and how it all impacts everyday people on their health and wellness journeys.  All that, plus the Flava of the Week about the second trend in McKinsey’s latest consumer insights report. Knowing that consumers are more willing to trust us with their data than we once thought, can we use that data to improve their experience before, during AND after patient encounters? And what does that require from provider organizations and the health tech partners that serve them?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#324) See omnystudio.com/listener for privacy information.

Matt DiVenere from Optimum Health IT talks about the role of thought leadership and content in expediting behavior change in an industry that’s known for moving slowly and carefully. You’ll hear the latest trends that Matt’s seeing in health tech thought leadership, and how, when it’s done right, it can drive change for consumer transformation and other key initiatives. All that, plus the Flava of the Week about McKinsey’s latest consumer insights report. What opportunities does the report highlight for healthcare organizations to better engage consumers digitally, and how can this drive market leadership and differentiation for health systems that take it seriously? This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#323) See omnystudio.com/listener for privacy information.

Will Johnson, Vice President and General Manager of +Oscar, sees an urgency to prioritize personalization. Will and Jared dive into how healthcare organizations democratize knowledge, and why now is the time to value individualized health.  All that, plus the Flava of the Week about, of course, Walmart closing all 51 of its healthcare clinics. As we move through our stages of grief, can we take a moment and acknowledge how conversations about consumer health have changed as a result of having Walmart in the healthcare business? And how will health systems respond?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#322) See omnystudio.com/listener for privacy information.

Keenan Wyrobek, Co-Founder and CTO of Zipline, joins the Rap to talk about how drone delivery is changing the way that patients with chronic diseases access care, how it enables health at home, and how consumer-centric can mean getting physical things fast.  All that, plus the Flava of the Week about One Medical’s newest expansion. One year after Amazon’s acquisition, is there still a growth path for care models that are designed for humans, and can we double down on solving for access?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#321) See omnystudio.com/listener for privacy information.

Jared welcomes Paul Markovich, President & CEO of Blue Shield of California. It's been close to six months since BS of CA made a big splash by announcing that it was tapping Amazon and Mark Cuban Cost Plus Drugs for its pharmacy network. Paul chats about what’s happened since then, what it means for members receiving care, and how you can't just incrementally improve the current system; you have to reinvent and reimagine it.  All that, plus the Flava of the Week about Diedra Kramer’s presentation on consumer strategy at Healthcare Marketing 360. How do we champion the need for better consumer experiences so we can set better standards for meeting their expectations?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#320) See omnystudio.com/listener for privacy information.

Dr. Kameron Matthews, Chief Health Officer for Cityblock Health, dives into the relationship between feeling seen and having a better healthcare experience, the care model behind “compassionate care,” and an early look at Cityblock’s new health hub in Indianapolis.  All that, plus the Flava of the Week about shifting to a Consumer Experience mindset. What does it take for Marketing to play a leading role in Consumer Transformation, and how can we gain more traction with CX initiatives in established healthcare organizations?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#319) See omnystudio.com/listener for privacy information.

In the third and final episode recorded at HIMSS ’24, Jared and Zain is jam-packed with a team of HIMSS speakers, a HIMSS subject matter expert, and a team of notable HIMSS supporters. First up are Erika Braun and Tom Gutman from OhioHealth. Next is Phillip Bradley, Digital Health Strategist at HIMSS. And we wrap with some exciting news from Tracy Mills and Nick Vass, the CEO and president of J29. This series serves as a reminder of the breadth and depth of how HIMSS is truly creating tomorrow’s health before, during, and after its annual conference. Thanks to the team at HIMSS for providing access to such high-quality guests throughout the week!  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#318) See omnystudio.com/listener for privacy information.

Dr. Geeta Nayyar, a globally recognized leader in healthcare IT and bestselling author, addresses technology’s role in improving consumer experiences, recaps a panel discussion she moderated at CES with Mark Cuban and Glen Tullman, and checks in on the reaction that the world has had to her book, Dead Wrong.  All that, plus the Flava of the Week about increased pediatric use of retail and urgent care clinics. Why is it worth doubling down on pediatric "moments that matter," and how can we remove more friction for parents in distress?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#317) See omnystudio.com/listener for privacy information.

In the second of three special episodes recorded at HIMSS '24, Jared and Zain speak with three senior tech leaders: Heidi West, Head of Healthcare at Zoom, Rob Wolfe, Senior Healthcare Technologist at LG, and Michael Blumental, Chief Revenue Officer at Hyro.  This episode focuses on technologies that you likely already know about or have in your daily life. From video chats to chat bots to home appliances and more, when technology does its job right, it’s usually invisible. You’ll want to listen for some of the themes such as what it takes for innovators to come from outside of healthcare and succeed, why consumer electronics companies are helping hospitals do more with less, and how automating conversations with the latest advancements in AI is improving clinical operations and patient access.  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#316) See omnystudio.com/listener for privacy information.

Paymon Farazi, President of Signify Health, joins the Rap for an exclusive chat about where health at home does — and doesn't — fit along consumers' healthcare journeys. It’s been about a year since CVS Health completed its acquisition of Signify Health, and Paymon shares how the acquisition is helping more consumers receive care in a consumer-centric setting. He also uncovers what he refers to as "the stranger problem" and reflects on the technologies that are needed to scale and enable quality care in this setting.  All that, plus the Flava of the Week about the theme from this year’s HIMSS conference. What does "tomorrow’s health" look like, and how do we create it with partnerships and ecosystems?  This show is produced by Shift Forward Health, the consumer advisory firm that partners with you to operationalize consumer-first health. (#315) See omnystudio.com/listener for privacy information.