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Conversational technology and patient engagement are two technology trends sweeping through the three trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.
Each episode, I interview innovators in the healthcare industry to extract the strategies, tactics, tools, and/or routines they utilize to generate extraordinary, positive outcomes. We highlight and breakdown these bright spots so you can apply them at your organization. "See a bright spot .... and clone it!"
Change Healthcare is a leading independent healthcare technology company, focused on accelerating the transformation of the healthcare system through the power of the Change Healthcare Platform. We provide data and analytics-driven solutions to improve clinical, financial, administrative, and patient engagement outcomes in the U.S. healthcare system. Learn more at changehealthcare.com.
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Bright Spots in Healthcare
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GYANT vs. Decoded Health: What is the Best Approach to Create an Exceptional Consumer and Provider Experience
58:57
58:57
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58:57
Decoded Health CEO Mark Hanson and GYANT CEO & Co-Founder Stefan Behrens, MBA, PhD, joined us for our first-ever innovation debate to discuss their separate approaches to creating a virtual front door for hospitals and health systems, and how their strategies and tools dramatically change both the consumer and provider experience. This Bright Spots…
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The Change Healthcare Podcast
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The Evolution of Clinical Interoperability
38:56
38:56
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38:56
After years of slow to no progress, clinical interoperability is being propelled forward by consumer and competitive market pressures, and an array of federal mandates. On today’s show, host Charles Pelton talks with Genevieve Morris about the evolution of clinical interoperability, where it started, where we are today, and where the industry is he…
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Bright Spots in Healthcare
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Innovative Approaches to Whole Person Care: A Conversation with Fmr. U.S. Sec. of Veterans Affairs David Shulkin, MD
58:15
58:15
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58:15
Secretary Shulkin, the 9th Secretary of Veterans Affairs, shares bright spots within the Veterans Administration that may be applicable at private hospitals, health systems and health insurers. The discussion touches on topics including consumer centricity, whole-person care, digital health, mental health and innovation. This episode is sponsored b…
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The Change Healthcare Podcast
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The Capitol Connection: The National Interoperability Policy Agenda
49:24
49:24
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49:24
An ONC brief finds healthcare made significant progress on data sharing. But that connectivity is largely between EHRs. Today’s panel draws a distinction between simple EHR data sharing and truly interoperable healthcare services that are usable and extensible via FHIR across myriad vendor, payer, and provider solutions. Lisa Bari, interim CEO at t…
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The Change Healthcare Podcast
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Taking Clinical Decision Support Beyond PAMA’s Mandate
47:16
47:16
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47:16
The Protecting Access to Medicare Act (PAMA) ties imaging reimbursement to using clinical decision support (CDS) to help ensure medical necessity. But why stop there? On today’s show, Dr. Ryan Lee with the Einstein Healthcare Network in Philadelphia shares how Einstein has gone beyond compliance to embrace a broad and collaborative use of CDS. Dr. …
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Bright Spots in Healthcare
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Consumer Activation in Healthcare: Unlocking Power of the Consumer
1:01:45
1:01:45
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Experts from Banner Health, Brigham & Women’s Hospital, Highmark, Insignia Health and UPMC Health Plan share success stories and best practices on how increasing activation not only helps consumers become better managers of their health but utilization and costs decline and consumer/patient satisfaction improves. Learn how you can implement their i…
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Bright Spots in Healthcare
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How to Finance Direct Primary Care to Change Our Healthcare System
49:22
49:22
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49:22
David Contorno, Founder of E Powered Benefits and Dr. Alex Lickerman, Founder, Chief Medical Officer, and Direct Primary Care Physician, ImagineMD, discuss why primary care should be the foundation of our healthcare system. They also talk about why the financial incentive model for primary care doesn’t work and why direct primary care is a better m…
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Bright Spots in Healthcare
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Words Matter: Raising the Bar in Mental Health
1:01:34
1:01:34
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Kevin Lynch is the Founder, President and CEO of The Quell Foundation, discusses how healthcare payers and providers can employ empathy to remove the stigma of mental health and help the millions of Americans suffering from mental illness get the treatment they need. The Quell Foundation’s mission is to reduce the number of suicides, overdoses, and…
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Digital Conversations
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A Conversation with Jeff Johnson, VP Innovation and Digital Business at Banner Health
24:41
24:41
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24:41
COVID-19 is a once-in-a-generation career moment for healthcare professionals. Despite the incredible challenges that continue to reshape the industry, the pandemic has created new opportunities to address aspects of the patient experience that needed to change anyway. Jeff Johnson, who leads digital business at one of the nation’s biggest healthca…
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Bright Spots in Healthcare
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How CVS Health, Magellan, Medical Mutual, UPMC Health Plan Rethink Value-Based Chronic Disease Management
1:01:04
1:01:04
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1:01:04
Leaders representing CVS Health, Magellan, medical Mutual and UPMC Health Plan join Eric to share bright spots in chronic disease management programs. View bios: https://www.sharedpurposeconnect.com/bios-03112021/): Ellen Beckjord, Associate Vice President, Population Health and Clinical Transformation, UPMC Health Plan, Caroline Carney, MD, MSc, F…
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Digital Conversations
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Best of Both Worlds: When Patients and Internal Teams Successfully Adopt New Technology and Why it Matters in Healthcare
14:54
14:54
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14:54
There’s no shortage of great technology. For an industry as big as Healthcare, there are literally thousands of different, viable solutions on the market. But driving adoption is always a challenge, especially when the solution is used by internal teams and by patients. Huge investments have been made in deploying systems of record, but if the need…
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The Change Healthcare Podcast
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The Capitol Connection: Healthcare Policy Shifts
39:14
39:14
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39:14
Today Jen Covich Bordenick, CEO of the eHealth Initiative, helps us assess the Biden administration’s ambitious 100-day agenda for combating COVID-19. She joins Change Healthcare’s Deanne Kasim, Angela Evatt, and Steve Brennan to discuss how COVID-19 is now central to everything happening with healthcare policy legislation and executive orders at t…
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The Change Healthcare Podcast
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How to Emerge From the Pandemic Stronger Than Before
21:13
21:13
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Just 14% of organizations emerge from an economic downturn in better shape than they were before the slump, according to a recent study by the Harvard Business Review. But the study also found that companies that adopted a “progressive focus” will outperform rivals during and after a downturn. On today’s podcast, Kevin Brooks and Jeanette Flom cons…
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Bright Spots in Healthcare
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How Anthem, Highmark and Bright Health Plan are Reinventing the Consumer Experience
59:51
59:51
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59:51
As a result of the COVID-19 pandemic, health plans are transforming how they engage with their members. Expectations are raised as consumers change how they shop, socialize, and live their everyday lives, driving health plans to change their relationships with their members to be more consumer-centric An all-star panel of experts from Anthem, Highm…
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Digital Conversations
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A Conversation with Andrew Freed, Master Inventor at IBM and Author of “Creating Virtual Assistants”
19:38
19:38
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19:38
After spending the past several years designing and building conversational digital assistants at IBM, Andrew Freed decided to share his learnings and experiences with the broader community. In his new book, Creating Virtual Assistants, Andrew explains the concepts involved in building effective conversational AI that can automate common inquiries …
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Bright Spots in Healthcare
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Group Visits: The Key to Value-Based Care
1:01:14
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Hear proven results from a successful group medical visit program. Learn how group visits helped patients adopt healthy habits and significantly change behaviors. The session features perspectives from experts representing the different stakeholders — lead physician, advanced provider, team leader, and patient — in a successful group visit program.…
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The Change Healthcare Podcast
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The Policy Connection: Healthcare Policy and the Road Ahead for States
35:31
35:31
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35:31
While a new administration addresses federal policy for the pandemic, vaccines, and more, the policy implementation remains largely with the states. Today’s guest is Hemi Tewarson, visiting fellow leading state health policy research at the Margolis Center for Health Policy at Duke University and former director of the National Governors Associatio…
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Bright Spots in Healthcare
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How Purpose & Personal Determinants Can Change Your Healthcare Business with ProMedica's CEO Randy Oostra
1:02:56
1:02:56
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Randy Oostra, DM, FACHE, President & CEO, ProMedica, and Vic Strecher, PhD, MPH, Professor, University of Michigan School of Public Health, discuss how ProMedica is incorporating “personal determinants of health” to improve care and outcomes. They also share how having a strong life purpose is essential to health and well-being. Bios: https://www.s…
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Digital Conversations
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“We Could Completely Flip this Around”: A Conversational Designer Talks About Improving the COVID Vaccine Process
15:55
15:55
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15:55
As we recorded this episode, the healthcare industry is in the midst of a struggle to administer the hundreds of millions of vaccinations necessary to contain the COVID-19 virus. One of the problems is the continued reliance on outdated administrative and communication approaches — paper, phone calls, e-mail — which become bottlenecks in the race t…
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The Change Healthcare Podcast
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The Capitol Connection: A Post-Election Discussion with Gov. Howard Dean
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28:40
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28:40
With the 2020 election in the rear-view mirror, what’s next for healthcare policy? Divided government at the federal and many state levels, and ballooning deficits, complicate the pandemic response even as a national vaccination program rolls out. Deanne Kasim invited Gov. Howard Dean, MD, former chairman of the Democratic National Committee, to jo…
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The Change Healthcare Podcast
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Making Member Communications Meet Today’s Consumer Expectations
23:03
23:03
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23:03
The way health plans communicate with members today is strikingly similar to how they communicated 10, 20, even 30 years ago: mostly on paper via U.S. mail. Why are member communications largely stuck in the past while most other industries have aggressively shifted to digital engagement? A recent Harris Poll study of healthcare consumers found 71%…
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The Change Healthcare Podcast
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Getting Healthcare Claims Paid Right, With Less Waste
21:20
21:20
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21:20
A source of inefficiency in U.S. healthcare is the process for detecting and correcting inaccurate insurance claims payments. Traditional approaches, based on claims auditing, use a “pay and chase” process to recover improper payments. On today’s program, Change Healthcare’s Phillip Cardona and Mike Spellman discuss alternatives to pay-and-chase, i…
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The Change Healthcare Podcast
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Trends in Electronic Payments and the Impact on Provider Revenue
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30:15
Research indicates the more methods a provider offers patients for remittance, the more likely the provider will be paid quickly. Why, then, have providers proven reluctant to embrace one of the newest and innovative methods of payment: virtual cards? On today’s show, Phillip Cardona and Bill Barbato reveal what virtual cards are, how they help pro…
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Digital Conversations
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A Conversation with Niko Skievaski: Extending Systems of Record to Deliver Smart, Personalized Patient Experiences
23:03
23:03
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23:03
Healthcare providers have invested billions of dollars digitizing patient data in large systems of record. Electronic Health Record (EHR) systems have become the digital home of patient information. The opportunity to tap into that data and leverage it with other, surrounding cloud technology solutions is maturing and companies like Redox provide t…
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The Change Healthcare Podcast
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Audiobook: How to Improve Denial Management Throughout the Patient Journey
14:55
14:55
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Denials can be triggered by mistakes that occur before, during, or after a patient’s visit. Improvements before patient encounters can result in preventing the bulk of denials before they ever reach payers. Episode Resources How to Improve Denial Management Throughout the Patient Journey (print version) Change Healthcare Industry Insights COVID-19 …
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The Change Healthcare Podcast
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Bridging the Consumer Experience Divide
1:02:52
1:02:52
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A special edition of the Change Healthcare Podcast Today we're bringing you a live forum with the CEOs of HFMA, the Healthcare Financial Management Association, and AHIP, America's Health Insurance Plans. Today's live forum is about Bridging the Consumer Experience Divide, where Matt Eyles, the CEO of AHIP, and Joe Fifer, the CEO of HFMA, join Chan…
How to Close the Trust Gap in Healthcare To promote trust in artificial intelligence in healthcare, AI products and services must come from a deep understanding of user and patient needs and promote user and patient engagement. By Keith Roberts Keith Roberts is vice president of Engagement as a Service at Change Healthcare Episode Resources Keith R…
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AI Poised to Transform Payer-Provider Relationships
27:37
27:37
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27:37
Digital technology is making claims processing more efficient and cost effective—and that is changing how payers and providers collaborate, as well as their relationships. Today Phillip Cardona and Mike Peresie discuss how payers and providers are starting to use AI to analyze electronic medical record (EMR) data, increase claims processing automat…
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Bright Spots in Healthcare
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Relocalizing Healthcare: A Live Interview with Health Rosetta Creator, Co-Founder and CEO Dave Chase
1:10:23
1:10:23
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Healthcare advocate, entrepreneur, and author Dave Chase discusses why healthcare is so expensive and shares some radical ways to reinvent healthcare during this episode. Dave highlights case studies featured in his new book, Relocalizing Health: The Future of Healthcare is Local, Open and Independent, which details the solutions employers and loca…
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Digital Conversations
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A Conversation with Ron Lacy: How Digital Assistants Improve Patient Engagement in the Specialty Pharmaceutical Services Industry
23:31
23:31
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23:31
There are countless specialty products that get prescribed each day. In the specialty pharmaceutical space, patients often require additional support to access treatment, determine coverage of benefits, understand how to administer therapies, manage potential side effects, and much more. Case managers work directly with patients to enroll them in c…
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Bright Spots in Healthcare
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The Consumer's Voice (part 2 of 2): feat BCBSSC, Highmark, Northwell, and Commonwealth Care Alliance
28:59
28:59
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28:59
Our expert panel discusses the importance of listening and responding to the voice of the healthcare consumer to improve the overall patient/member experience, clinical outcomes, and personalized care. Panelists include: David Langer, MD, Chair, Neurosurgery, Lenox Hill Hospital and star of Netflix docuseries Lenox Hill; Melinda Karp, MBA, Executiv…
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The Change Healthcare Podcast
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Audiobook: How Groupers Differ and Why That Can Impact Your Value-Based Care Strategy
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Groupers are key to developing alternative payment models, but not all groupers are alike By Andrei Gonzales, M.D., assistant vice president, Value-Based Care Strategy, Change Healthcare Dr. Gonzales is responsible for product management of HealthQx®, Change Healthcare’s value-based payments analytics platform. Episode Resources Andrei Gonzales, M.…
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The Change Healthcare Podcast
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It’s Time to Rethink Coordination of Benefits
23:40
23:40
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23:40
Up to 1 in 5 insured are covered by more than one healthcare plan. It’s no secret that one plan will often pay more claims than it’s obligated to while another never gets the bill. Health plans typically solve for this problem through provider audits and other post-payment activities, when better coordination of benefits (COB) up-front can prevent …
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The Change Healthcare Podcast
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Audiobook: Pandemic-Driven Medicaid and ACA Expansion
16:14
16:14
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Pandemic-Driven Medicaid and ACA Expansion Impacts and Considerations for Payers By Jimmy Liu and Dan O’Brien Jimmy Liu is vice president of Risk Analytics at Change Healthcare. Dan O’Brien is director for Risk Adjustment Strategy at Change Healthcare. Understanding the full impact of the COVID-19 pandemic on the healthcare industry is not yet poss…
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The Change Healthcare Podcast
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Strategies to Defend Against Ransomware Attacks
26:47
26:47
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Ransomware attacks against hospitals are proliferating, in part because the attackers understand the consequences of compromising healthcare finances, patient privacy, and patient safety. With well over 60 known ransomware attacks against hospitals and health systems this year, healthcare leaders need to be thinking about what they can do to protec…
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Bright Spots in Healthcare
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The Consumer's Voice (part 1 of 2): feat BCBSSC, Highmark, Northwell, and Commonwealth Care Alliance
1:01:31
1:01:31
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Our expert panel discusses the importance of listening and responding to the voice of the healthcare consumer to improve the overall patient/member experience, clinical outcomes, and personalized care. Panelists include: David Langer, MD, Chair, Neurosurgery, Lenox Hill Hospital and star of Netflix docuseries Lenox Hill; Melinda Karp, MBA, Executiv…
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The Change Healthcare Podcast
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Digital Transformation of Healthcare in a COVID-19 World
36:40
36:40
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36:40
Healthcare's digital experience has lagged other industries. Then came the pandemic. Overnight, digital engagement became a safer way for consumers to find, access, and pay for medical care. Today’s panel looks at how better access to telehealth, and other recent advancements, convinced stakeholders how effective virtual healthcare delivery can be,…
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The Change Healthcare Podcast
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CommonWell’s Paul Wilder on Interoperability, Healthcare Policy, and the Pandemic
45:19
45:19
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45:19
Healthcare interoperability gained increased urgency as a result of the pandemic. The need for public health measures, such as virtual care and contact tracing, showcased progress but also revealed gaps that must be closed. On today’s show, Arien Malec and Deanne Kasim speak with Paul Wilder, executive director of CommonWell Health Alliance, about …
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The Change Healthcare Podcast
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Rebuilding Consumer Confidence, with special guest David Betts of Deloitte Consulting
50:43
50:43
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50:43
Consumer expectations for a seamless digital health experience, coupled with healthcare's response to the COVID-19 pandemic, are accelerating the pace of the industry's digital transformation. On today's show, experts from Change Healthcare and Deloitte Consulting review the results of Deloitte research on COVID-19's impact on the healthcare consum…
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Bright Spots in Healthcare
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Innovations in Physician Engagement & Provider Learning with Dr. David Nash, Dr. Daniel Davis and Mary Ellen Beliveau
59:44
59:44
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The world of medicine moves fast and constantly changing as evidenced by the COVID-19 pandemic David Nash, MD, MD, MBA, Founding Dean Emeritus, Jefferson College of Population Health, Dr. Daniel David, MD, Medical Director, K2P and Mary Ellen Beliveau, MEd, Founder and CEO, K2P discuss why It’s essential for physicians and providers to keep pace wi…
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The Change Healthcare Podcast
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The Capitol Connection: 2020 Year-End Outlook
28:35
28:35
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28:35
The election, the COVID-19 crisis, and a Supreme Court case challenging the Affordable Care Act have healthcare leaders on alert. What comes next? On today’s show, Change Healthcare’s Deanne Kasim and Angela Evatt take a look at the current policy landscape through the end of the year, and catch us up on what’s pending in Congress, with Washington …
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Bright Spots in Healthcare
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The New Super Determinant of Health: The Digital Divide featuring Brigham & Women’s, Henry J. Austin Hlth Ctr, Medical University of SC, Revel Health
1:00:41
1:00:41
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1:00:41
Our incredible panel of experts discusses how to effectively identify roadblocks to virtual care for patients in more vulnerable and underserved communities. They share strategies for bridging the “digital divide” and improving health outcomes from leaders “in the trenches” trying to improve quality and access. Panelists include Kemi Alli, MD, CEO,…
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The Change Healthcare Podcast
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The Outlook on Electronic Prior Authorization, with special guest April Todd of CAQH
33:18
33:18
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33:18
It’s no secret that achieving fully electronic prior authorization is a challenge, but the potential upside is tremendous—to the tune of $454 million in savings, according to the 2019 CAQH Index Report. On today’s show, Andrew Johnson meets with our special guest from CAQH, April Todd, to shed light on areas around prior authorization that remain t…
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Bright Spots in Healthcare
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Preparing for COVID in Winter with Drs. Michael Saag, Greg Katz, Ofole Mgbako & Harry Saag
1:17:13
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With information on COVID-19 evolving daily, our expert physician panel shares their thoughts on what we can expect from the virus over the next several months. They will also discuss lessons learned from the past seven months. Their conversation addresses topics tied to antibodies, treatment best practices, racial inequalities, innovation, and mor…
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Digital Conversations
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A Conversation with Jay Roszhart: Why Engaging Patients, Building Loyalty, and Doing It at Scale Is the Future of Healthcare
27:23
27:23
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27:23
While we all need healthcare at some point in our lives, it’s ultimately a business that is at its best when it’s focused on the patients. Healthcare does not work as designed unless the patients are interacting with their providers to manage care in lasting, meaningful ways. Unfortunately, healthcare systems and workflows are primarily designed to…
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The Change Healthcare Podcast
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Bringing Clinical Decision Support to Imaging to Assure PAMA Compliance
37:55
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The Protecting Access to Medicare Act (PAMA) requires providers to consult a clinical decision support mechanism when ordering advanced imaging tests. While the CMS has extended the PAMA compliance deadline to Jan. 1, 2022, some providers–such as St. Charles Health System–are wasting no time to ensure compliance. Samantha Waldrop and Elizabeth Zobe…
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Bright Spots in Healthcare
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How Reliant Medical Grp Embedded Mental Health into Primary Care: CMO Dr. Thad Schilling and Chief Behavioral Health Officer Dr. Samuel Nordberg
1:00:12
1:00:12
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Reliant Medical Group CMO Dr. Thad Schilling and Chief Behavioral Health Officer Dr. Samuel Nordberg walk us through the health system’s decision to rethink its approach to primary care by embedding mental health into primary care practices. They also discuss the business drivers behind the decision. and why they chose the full spectrum model, whic…
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The Change Healthcare Podcast
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Transitioning Enterprise Imaging to the Cloud, with special guest Ken Buechele, vice president of Information Technology at Bronson Healthcare Group
37:52
37:52
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Bronson Healthcare Group is about 18 months along in its transition of enterprise imaging to the cloud. With nearly two years of experience under its belt, Bronson’s Ken Buechele now has much to review and share with other healthcare IT leaders. Today Ken circles up with Tomer Levy to share Bronson’s cloud transition story, including why Bronson is…
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Bright Spots in Healthcare
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Silent Sufferers feat. Aetna Behavioral Health Pres. Cara McNulty, DPA & Revel Health SVP Sara Ratner
59:24
59:24
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Cara McNulty, DPA, President, Aetna Behavioral Health and Sara Ratner, Senior Vice President, Government Programs and Strategic Initiatives, Revel Health discuss the importance of removing the stigma behind mental illness in order to reach “silent sufferers” - patients suffering in silence rather than seek treatment for their mental disorder. Topic…
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The Change Healthcare Podcast
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The Role of Artificial Intelligence in Clinical Decision Support
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Artificial intelligence (AI) is increasingly driving the next era of clinical decision support--but each successful use case spurs new questions about how AI should be used and where it belongs in clinician decision making. Today Andrea Keenan leads an important conversation with Laura Coughlin and Greg Magazu to discuss the role of AI in clinician…
