Redesigning Normal

Heidi Hamilton is the Chief Real Estate, Facilities, & Legal Officer for Amber Charter Schools in New York City. She joins podcast host Andrew Southern on this episode of Redesigning Normal to talk about how her organization handled the pandemic and how they hope to move forward. Heidi discusses several covid prevention measures, including collaborating with an architect to configure the buildings for social distancing and securing private testing (free testing was not available to charter schools). In an effort to get students back in school full time, many preventative measures will remain in place. She also talks about what's unique about charter schools, how the rapid switch to online learning accelerated the implementation of new technologies, and the decision to grow and open a new school during a pandemic. After you listen, connect with Heidi Hamilton on LinkedIn. Learn more about Amber Charter Schools by visiting AmberCharter.org and following them on Twitter @AmberCharter. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Gloria Berwick is VP of Operations at Spring Hills Management Services Organization & Population Health where she oversees operations supporting physicians through business services. Spring Hills offers a full spectrum of integrated healthcare services for individuals and families. In this episode, Gloria focuses on population health management, an approach that integrates medical and behavioral care to provide patients with options and help them overcome socioeconomic and other barriers to receiving adequate healthcare. Gloria discusses the challenges and successes of launching Spring Hills' new population health management program during Covid, especially the normalization of telehealth across the healthcare industry. She also explores the role of a supportive culture in fostering innovation, the importance of caring for caregivers to avoid burnout, and the benefits of remaining a fully remote workforce. After you listen, connect with Gloria Berwick on LinkedIn. Learn more about Spring Hills Senior Communities and Home Care Services by visiting SpringHills.com and following on Twitter @SpringHills. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Awstin Gregg, MBA, LCSW, LCDC is Senior Vice President of Outpatient Division II at Vertava Health. He joins podcast host Andrew Southern on this episode of Redesigning Normal. Awstin began his career as a mental health technician at a psychiatric hospital. In seven years, he advanced his career from mental health tech to the CEO of the same hospital, making him one of the youngest CEOs in an international Fortune 500 company. In this episode, Awstin describes how his experience working in the hospital setting inspired the idea behind Connections. Recidivism in healthcare can be reduced by making it easier for patients to obtain ongoing comprehensive services without juggling multiple providers, referrals, waitlists, and other hassles. Awstin also discusses the positive impacts of telehealth during the pandemic, the success of an incentivized wellness program for clinicians and other employees, and the three key performance indicators he watches every day: clinical outcomes, patient satisfaction, and employee turnover. After you listen, connect with Awstin Gregg on LinkedIn. Learn more about Connections Wellness Group by visiting ConnectionsWellnessGroup.com and following them on Twitter @ConnectWellGrp. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Alex Balan, Regional Operations Manager for Southwest Florida at CORA Physical Therapy, joins podcast host Andrew Southern on this episode of Redesigning Normal. After a high school sports injury, Alex was drawn to physical therapy as a career. CORA Physical Therapy comprises more than 230 locations across 11 states. In this episode, Alex discusses the immediate impact of business closures and changing regulations. Many patients pivoted quickly to telehealth, but offices remained open for others requiring in-person treatment. Company leaders developed new ways to communicate regular updates to staff across locations. Alex discusses how employees came together to support one another and also shares why new business processes, like telehealth and online exercise equipment sales, will remain an important part of the patient experience. After you listen, connect with Alex Balan on LinkedIn. Learn more about CORA Physical Therapy by visiting CoraPhysicalTherapy.com and following them on Twitter @CORAPTherapy. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Kristen Beitzel, VP of Medical Services at East Bay SPCA, joins podcast host Andrew Southern on this episode of Redesigning Normal. The East Bay SPCA is a nonprofit shelter that provides medical services, fostering and adoption, and humane education programs for pet owners and communities in California's Alameda and Contra Costa counties. When the pandemic began, East Bay built its response plan on one non-negotiable principle: no team members would be laid off. The organization changed business processes and adjusted hours to make this goal a reality. Kristen describes how new curbside care models, remote behavioral classes, and other business changes made this possible. You'll learn how Covid restrictions positively impacted the adoption process, resulting in fewer animal returns. Kristen also shares how the pandemic contributed to veterinary talent shortages, the challenges of implementing vaccination policies, and what it means to be a Fear Free Certified animal care professional. After you listen, connect with Kristen Beitzel, CVPM on LinkedIn. Learn more about East Bay by visiting EastBaySPCA.org and following on Twitter @EastBaySPCA. Interested in fostering an animal? View East Bay's available animals on Trello. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Larisa Ortiz, Managing Director at Streetsense, joins podcast host Andrew Southern on this episode of Redesigning Normal. Streetsense is an experience-focused strategy and design collective. In her role, Larisa focuses on the needs of public and nonprofit organizations that operate in downtown and Main Street locations. Streetsense's work is based on seeing physical places. Larisa describes how her organization worked to adjust projects and reevaluate client needs. She also discusses how they supported their clients through the rapid pivot to online selling and delivery. You'll also learn about the impact widespread remote work could have on our cities (e.g. fluctuating property values and changing transportation patterns) and why ground floor residential spaces can help revitalize neighborhoods. After you listen, connect with Larisa Ortiz on LinkedIn and learn more about Streetsense by visiting Streetsense.com and following on Twitter @RealStreetsense or Instagram @RealStreetsense. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Sheila Davis, SVP of Operations for Always Best Care Senior Services, joins podcast host Andrew Southern on this episode of Redesigning Normal. Always Best Care provides non-medical assistance and in-home nursing care. The company is a franchise with agencies in 32 states and Canada and more than 105 physical locations. Sheila has worked in the home healthcare industry for most of her career. The sudden, rapid onset of the pandemic revealed a significant gap in emergency preparedness for in-home care providers. Sheila describes how policies and procedures existed for natural disasters, active shooters, and cyberattacks, but a pandemic was so unexpected that even regulatory bodies did not have a plan. Sheila describes how her organization worked with the CDC, health departments, and national organizations to develop policies and procedures to keep staff and patients safe. She also discusses the challenges of training a large staff quickly, measures they took to allow caregivers to visit homes and stay safe, and what protocols her organization and others will carry into the future. After you listen, connect with Sheila Davis on LinkedIn and learn more about Always Best Care Senior Services by visiting AlwaysBestCare.com or following on Twitter @AlwaysBestCare. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Robyn Sloniecki, VP of Operations for Royal Health Group, joins podcast host Andrew Southern on this episode of Redesigning Normal. Royal Health Group comprises 12 skilled nursing facilities and an assisted nursing facility in Massachusetts and Rhode Island. Robyn began her healthcare career as a registered nurse. Seniors are especially vulnerable to Covid; those living in group facilities face even greater risk. Robyn discusses the measures her organization took to ensure the safety of staff and residents, often days or weeks before their choices became official CDC recommendations. You'll also learn the impacts of a lack of available guidance and slow testing processes; residents' and families' struggles to cope with limited visitation; and how Royal Health Group handles vaccination hesitancy. After you listen, connect with Robyn Sloniecki on LinkedIn and learn more about Royal Health Group at RoyalHealthGroup.com. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Vivek Taparia, Vice President, OptumCare, joins podcast host Andrew Southern on this episode of Redesigning Normal. Optum is a health services and innovation company. In his role, Vivek oversees the daily operations of more than 60 urgent care and ambulatory surgical facilities across three states. Vivek joined Optum during the pandemic. Like many others in the healthcare industry, he felt a calling to join the front lines and leverage his skill set to help transform a network of urgent care centers to cope with ever-changing regulations and patient demand for testing and other services. He discusses some of the organization's top challenges: recruiting healthcare workers when demand triples and risks increase, redeploying staff and resources to meet changing needs across locations, and increasing the availability of drive-through testing. He also predicts telehealth will become a new standard of care. After you listen, connect with Vivek Taparia on LinkedIn and learn more about Optum at Optum.com or by following on Twitter @Optum. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Wendy Morell, Director of Operations at MainStreet Family Care, joins host Andrew Southern on this episode of Redesigning Normal. MainStreet Family Care is a network of urgent and primary care facilities throughout rural Alabama and Georgia. Wendy and Andrew discuss the pandemic's impact on MainStreet's clinics, from testing to reporting and reimbursement. The sudden pandemic and subsequent growth in demand for COVID testing and vaccines forced MainStreet Family Care through a series of quick operational transformations. Wendy shares the challenges and frustrations of training and retraining staff on new medical procedures while trying to keep up with new administrative burdens for reporting and patient communications. Wendy also discusses rapid digital transformation, vaccine distribution complications, and why the pandemic provided an opportunity to push through new operational processes and procedures that were on the horizon but not yet prioritized. After you listen, connect with Wendy Morell on LinkedIn and learn more about MainStreet Family Care at MainStreetFamilyCare.com. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Melissa Thompson, VP of Medical Operations for the Arizona Humane Society, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the pandemic's impact on veterinary care. The Arizona Humane Society is a nonprofit organization that, among other services, operates the second largest animal trauma hospital in the southwest. The organization faced two major challenges: shutting down spay/neuter clinics and other services deemed ‘non-essential' by government mandates, and keeping on-site staff safe while caring for animals. Melissa shares how the organization prioritized keeping staff employed by altering schedules and condensing operations to their largest facility. Melissa also discusses what her organization dubbed ‘COVID keepers' — new best practices implemented during the pandemic that improved operations. Lastly, she shares positive outcomes for pet fostering and adoptions. After you listen, connect with Melissa Thompson on LinkedIn and learn more about Arizona Humane Society's mission by visiting AZHumane.org and following on Twitter @AZHumane. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Mark Gray, COO of Bottleneck Management, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the challenges of operating a restaurant group during a pandemic and the strategic pivots that allowed the business to survive the pandemic year. Unlike other establishments, Bottleneck restaurants went into lockdown with no real infrastructure to support a to-go business. Mark describes how the existing business model did not pivot easily, meaning it was more expensive to launch a new service than to remain closed in the beginning. Mark then discusses how his team used this time to build a more intentional plan around to-go options, including new technology platforms and virtual delivery brands to boost cash flow as restaurants reopened. Mark and Andrew also discuss what policies and practices will remain part of everyday operations after the pandemic ends, unprecedented hiring challenges in the restaurant industry, and the potential for a quick financial recovery. So far, Mark reports that they are getting closer to 2019 revenue levels much faster than anticipated. After you listen, connect with Mark on LinkedIn. Learn more about Bottleneck Management and their family of brands at BottleneckMgmt.com and follow on Twitter @BottleneckMgmt. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Matt Ernst, a practicing physical therapist, is VP of Operations and Partner at Oxford Physical Therapy. In this episode of Redesigning Normal, Matt joins podcast host Andrew Southern to discuss his organization's pandemic response. Oxford Physical Therapy is a network of clinics located in the Greater Cincinnati/Northern Kentucky area. During the pandemic, Matt's organization faced two major challenges. First, state guidelines regarding essential vs. non-essential treatment drastically limited the number of patients therapists could work with. Not only did this impact staffing, but it also impacted morale as practitioners were forced to turn away patients with non-urgent needs. Second, each location had to recalibrate time spent on activities outside of patient care, including transforming cleaning and sanitation practices, procuring masks and other supplies, and learning how to conduct effective telehealth appointments. Matt and Andrew also discuss shifting the paradigm around seeking physical therapy. In the future, Matt hopes more education will inform the public about what benefits can be realized from physical therapy even without MRIs, x-rays, or other expensive procedures. After you listen, connect with Matt Ernst on LinkedIn. For more about Oxford Physical Therapy, visit OxfordPhysicalTherapy.com or follow @OxfordPT on Twitter and @OxfordPhysicalTherapyCenters on Instagram for more information. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Shawn Taher is COO of Taher Inc., a contract food service management company serving K-12 schools, senior living communities, corporate cafes, and more. In this episode of Redesigning Normal, Shawn joins podcast host Andrew Southern to discuss the pandemic's impact on commercial food service and the company's commitment to keeping the family business intact. The company operates in five different industries. Shawn explains how each of these lines of business pivoted rapidly to cope with sudden drops in revenue, especially from school and office closures. For example, in the K-12 market, Taher transformed its approach to school dining by creating pre-packaged meals. Shawn and Andrew also discuss remaining steadfast in health and safety protocols, the resiliency of Taher's employees, why the corporate office is here to stay, and the challenging questions all companies are asking about the future of sick leave in the post-pandemic workplace. After you listen, connect with Shawn on LinkedIn and follow on Twitter @ShawnTaher. Learn more about Taher Inc. at Taher.com or on LinkedIn, and follow on Twitter @TaherFood4Life. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Michael Feinstein is the Founder and CEO of Büro Miami, a coworking space with seven locations in the Miami area. In this episode of Redesigning Normal, Michael joins podcast host Andrew Southern to discuss the pandemic's impact on his business and what sets them apart. Michael begins by reflecting on the late February to mid-March scramble. He describes his mindset at that time as “entrepreneurial,” in that the organization was forced to reimagine how the business would operate, even as regulations and information were changing by the minute. He also shares a story about the enormous effort he put into securing resources and creating Covid safety kits for Büro members. You'll also hear Michael's take on how the pandemic has influenced organizations to reconsider how much office space is necessary, why flexibility is top of mind for companies and employees, and how Büro and similar companies are transforming the way landlords think about leasing office space. After you listen, connect with Michael on LinkedIn. Learn more about Büro Miami at BuroMiami.com or on LinkedIn, and follow on Twitter @BuroMiami. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Eric Slaymaker, Co-founder and President of the restaurant chain Wingers USA, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the pandemic's impact on dine-in and takeout restaurant experiences. Wingers USA is based in Salt Lake City, Utah. Eric shares how his company pivoted during the early days of the pandemic to cope with the early weeks of the economic shutdown. He explains how the shift to take-out only provided a strategic opportunity to improve that aspect of the business overall, making up for lost sales and enabling the restaurant group to stay afloat during the early weeks. Eric and Andrew also discuss how the pandemic will impact the restaurant industry overall, and why some establishments will come out ahead while others struggle. Eric touches on why the need for human connection and experience will lead to a resurgence in dine-in experiences, positioning the company for growth and expansion in the future. After you listen, connect with Eric on LinkedIn. Learn more about Wingers (including the menu) at WingersBros.com and follow on Twitter @WingersRG. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Timothy Genecco is President of Professional Physical Therapy and has been a practicing physical therapist for 27 years. In this episode of Redesigning Normal, he joins podcast host Andrew Southern to talk about how the pandemic impacted patients and the business. Tim discusses his prediction that telehealth will long outlast the pandemic. He believes in-person contact is vital for effective physical therapy, but explores the value of telehealth for its flexibility, particularly in encouraging patients to maintain a steady course of treatment. He also touches on technological challenges specific to the healthcare industry, such as finding telehealth apps that meet HIPAA compliance and security standards. You'll also learn how Professional PT handled staffing and furloughs, what cleaning and safety precautions they are still taking, the challenges of operating in multiple states with different guidelines, and why business is finally picking back up. After you listen, connect with Tim on LinkedIn. Learn more about Professional Physical Therapy on LinkedIn or at ProfessionalPT.com and follow on Twitter @ProfessionalPT. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Bill Walshe, CEO of Viceroy Hotel Group, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the pandemic's impact on Viceroy and the global hospitality industry. Bill has been working in hospitality since age fourteen and has served as CEO for nearly nine years. The pandemic devastated the hospitality industry. In this podcast, Bill shares how his organization's mission and vision drove Viceroy's pandemic response. For example, commitment to thoughtful attention to detail manifested as 600 new operating practices across Viceroy's portfolio of hotels around the globe. Bill and Andrew also discuss leadership strategies during times of crisis and how hospitality organizations worldwide addressed the pandemic. Lastly, Bill emphasizes the importance of remembering all of 2020, not just the pandemic, and adopting lessons learned from social justice movements worldwide as we collectively move forward. After you listen, connect with Bill on LinkedIn. Learn more about Viceroy Hotel Group by visiting ViceroyHotelsandResorts.com. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Gretchen Warner, Head of School at The Madeira School, joins podcast host Andrew Southern on this episode of Redesigning Normal to talk about how the institution was able to deliver on its mission even during a time of crisis. The Madeira School is an all-girls high school in McLean, Virginia, just outside Washington, DC. The Madeira School has been open for in-person classes since autumn 2020. In this podcast, Gretchen describes how school leaders redesigned spaces and processes to prioritize health and safety. The school's modular schedule is an example—short, five-week modules enabled the school to revisit and redesign strategies quickly as our understanding of Covid-19 evolved. Gretchen and Andrew also discuss how the pandemic opened the door for remarkable disruption in education; relationship-driven teaching and new approaches to technology will equip Madeira's students with skills and competencies necessary for success in tomorrow's world. After you listen, connect with Gretchen on LinkedIn. Learn more about The Madeira School at Madeira.org and follow on Twitter @MadeiraSchool. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Tim Crowley, CMO for LEFT LANE Development, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss architecture, design, and health and safety considerations for developers post-pandemic. In years prior, building safety considerations focused on things like VOC emissions from building materials. Today, air quality best practices must also factor in the spread of contagious illness. Given the human and economic costs of health-related shutdowns, Tim advocates for a data-driven approach to tracking air quality, including seasonal fluctuations. Tim and Andrew also talk about how LEFT LANE aggregates consumer feedback to inform designs, why a proactive approach to health and safety is a competitive advantage, and why business travel might go away but offices are here to stay. After you listen, learn more about LEFT LANE Development on LinkedIn or their website, LeftLaneDevelopment.com. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

John Suitor, Head of School at Boulder Country Day School in Boulder, Colorado, joins podcast host Andrew Southern on this episode of Redesigning Normal to share his school's success stories for coping with the pandemic. In mid-late February 2020, the faculty and staff at BCDS began to think about how the school would handle the crisis. When it became clear that “normal” school would not resume in the fall, John worked with faculty, staff, colleagues, parents, and more to understand and adopt guidelines from public health agencies and build policies and practices to keep everyone safe in school. John and Andrew also discuss how in-person learning and human contact facilitate a sense of community. They talk about what health and safety measures might eventually be “retired,” and how this year-long experience fosters a sense of accomplishment and resilience in BCDS students. After you listen, connect with John on LinkedIn. Learn more about Boulder Country Day School at BoulderCountryDay.org and follow on Twitter @BCDSchoolNews, This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Hannah Hackathorn, Design Principle at Unispace, joins Andrew Southern, CEO of Invisible Health Technologies, on this episode of the Redesigning Normal podcast to talk about trends in interior design and what offices might look like post-pandemic. Hannah shares two major trends we can expect to see as employees return to the office. First, companies will likely implement physical modifications such as automatic doors or under-cabinet UV lights to sanitize surfaces. Hannah also predicts a shift from density, cramming as many people into an office as possible, to larger spaces with multiple types of work areas. Hannah and Andrew also touch on how Unispace's clients responded to the pandemic, what we have learned as a society about remote work, and why flexibility in office design can help protect organizational culture as we move forward. After you listen, connect with Hannah on LinkedIn. Learn more about Unispace on their website, on Twitter @UnispaceGlobal, and be sure to check out some of their incredible designs on Instagram @UnispaceGlobal. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Blake DeYoung, Chief Advancement Officer at Bellevue Christian School (BCS), joins Andrew Southern, CEO of Invisible Health Technologies, on this episode of the Redesigning Normal podcast to talk about BCS's response to the pandemic and what the future might look like. BCS is an independent K-12 school in the greater Seattle area with about 1,000 students. In this podcast, Blake and Andrew discuss how the school's location gave its leaders a significant advantage in preparing for the pandemic as early as January. This allowed for more planning, and more time to equip students and teachers with technological and other resources. It also helped draw early attention to potential social issues such as racism against Chinese students. Blake details the steps the school took to create engaging online education experiences, allow older students some flexibility in remote learning options, and support teachers during times of uncertainty and stress. He also outlines the health and safety protocols that will persist even after the pandemic wanes. Connect with Blake DeYoung on LinkedIn and learn more about Bellevue Christian School at BellevueChristian.org or on Twitter @BCSwithpurpose. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Alex Holiday, Partner at Glasshouses, joins Andrew Southern, CEO of Invisible Health Technologies, on this episode of the Redesigning Normal podcast to talk about his new New York City venue and his organization's ongoing response to the COVID-19 pandemic. Alex shares a brief overview of The Glasshouse, a brand new 75,000 sq. ft. venue located in Midtown Manhattan. The space is not open yet, but they are already preparing for countless corporate events, weddings, and other occasions delayed by 2020. Alex and Andrew discuss whether health and sanitation measures like masks will persist after the immediate threat of illness has passed and what gatherings might look like. Alex suspects that the human craving for connection and socializing will encourage people to take their special events to the next level, perhaps making up for some lost time. Connect with Alex on LinkedIn and learn more about his event spaces at TheGlassHouses.com. This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

On the Redesigning Normal Podcast, your host Andrew Southern, interviews executives across a variety of industries about how they have had to redesign their business amidst this “new normal” of a post-pandemic world. We discuss the impacts the pandemic has had on their business, how they are adjusting, and how they are preparing for whatever the future may hold. On this introductory episode, your host Andrew Southern gives an overview of what to expect on the show, as well as his own personal journey and background. Join us each week as we bring you a new expert interview as we all understand how we each are adapting to these changing times.