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This show today is a continuation of our mission/margin series because I wanted to drag into my investigation here what clinical organizations are up to, especially ones that have brought in professional capital, as they say. For a full transcript of this episode, click here. If you enjoy this podcast, be sure to subscribe to the free weekly newsletter to be a member of the Relentless Tribe. Before I kick in here, let me just remind everyone of a few themes that we have been poking in the eyeballs in the past few months over here at Relentless Health Value. First, patients cannot afford care. Listen to the show with Mark Cuban and Cora Opsahl (EP488) mentioning middle-class wage stagnation. Listen to the show with Merrill Goozner (EP388). Listen to the show with Wayne Jenkins, MD (EP358). It is a crapshoot to get medical care these days. Roll the dice and hope you don't get a bankrupting bill at the end. There's no transparency (or very little) for patients. No accountability or interest from many. Not all but many take no responsibility for their financial impact on their patients or members. And look, I am in no way speaking for the vast majority of doctors or nurses or pharmacists or PAs or even really good administrators or anybody else involved in clinical care. In fact, if you listen to the show with Komal Bajaj, MD (EP458) about how many clinicians do not actually trust their leadership will do right by patients or even the clinicians themselves, then yeah. This is undeniably the broad stroke of this industry we all work in. Many take no responsibility for their financial impact on their patients or members. That is the first theme. Here's the second theme. It's this motto: If you can take it, take as much as you can get. And throwing no shade, but let's just get real about that. Right now, healthcare is an industry just like any other industry. And when I say industry, I mean the tax-exempt so-called nonprofits as much as anybody else. Said another way, corporate healthcare leaders, just like any other business leaders, have every incentive to see prices go up. That is just the way commerce works. Listen to the show with Jonathan Baran (EP483, Part 1), the ones with Kevin Lyons (EP487, Part 1 and Part 2). But what is different than most other commerce endeavors when it comes to healthcare, and Shane Cerone from Kada says this in an upcoming episode, he says, “We don't have a broken healthcare market. In many parts of the country, there is no healthcare market. The market does not exist.” And thus prices can go up like rocket ships, because self-insured employers—and also public plan sponsors a lot of times, like state health plans—are, on the whole, just such unsophisticated buyers, price elasticity is, like, nonexistent. No matter how high the price, plan sponsors still contract for who's ever in the network; and they and their members ante up and pay the price. Many good and maybe not-so-good reasons for this (not getting into them), but net net, the result is a nonmarket. Anyone who wants to debate my corporate healthcare entities or big consolidated healthcare entities act just like any other corporate entity, read the recent Substack by Preston Alexander. It's about hospitals raising capital with bonds. Preston Alexander wrote, “The financial design of the system has turned what should be a largely altruistic service, one designed for public good and societal benefit, and forced it to act like a financial institution.” And so, with those bonds, welcome Wall Street. What do Wall Street bankers think about patient care and access and community health? Oh, they don't think about those things at all. Municipal bond returns, baby. That's it. Bonds are an investment where people who invest in them, returns are expected, just like shareholders who want their dividends. Preston Alexander wrote, “Most larger health systems carry billions (that was a ‘b' back there) in bond liabilities.” It costs money to build buildings and add beds and consolidate, yo; but now they are subject to the same pressures as publicly traded companies. So then I got my hands on Dan Greenleaf, CEO of Duly, a multispecialty group in Chicago. I was absolutely intrigued from the starting gate because Dan told me that mission can actually beget margin in his view, and he even, at Duly, has private equity investors. So, yeah, I was all ears. Dan Greenleaf, who is my guest today, by the way, if you haven't figured that out, told me that because of, but not limited to, the trends above wildly high prices, high premiums, high deductibles, more consolidation, fewer options, scared, confused, and maybe outraged patients—listen to the show with Peter Hayes (EP475)—Dan said that, given this backdrop, actually focusing on mission is a huge competitive advantage. Justina Lehman (EP414) actually also said this in a show from a few years ago. Dan told me, Dan Greenleaf, when you succeed at mission, you can get yourself decent margin these days. So, in this first episode, we will talk about this mission of which Dan Greenleaf speaks; and then in part 2 coming at you next week, we'll get into how that all spells margin. Here's what I thought was super important about this whole mission/margin conversation, and Mick Connors, MD, in a show coming up, also touches on this: To achieve mission, you really have to define what mission means. Ben Schwartz, MD, MBA (EP481) said this, too, in so many words in the show from last summer. And that doesn't mean just have a gloriously well-written Web page, and you just can't have spreadsheets of random quality metrics either. You have to treat the mission like you treat any strategic imperative. You gotta break it down and figure out how you're gonna measure what you're actually doing. Rik Renard (EP427) talked about this one, too. At Duly, which Dan Greenleaf talks about in this episode, the focus is on four quadrants of mission: (1) affordability, (2) access, (3) consumer experience, and (4) quality. In this conversation, Dan emphasizes that achieving these four quadrants reduces friction for patients and clinicians and leads to better care outcomes and financial stability. To be noted with one big fat fluorescent highlighter marker is this: A big part of this mission, in almost each of these quadrants, is about making prices reasonable and predictable and transparent for patients. In today's world, that's what customer experience must include—not just, like, lemon water in the waiting room. That struck me the most. And all this focus on affordability really adds up across the community. In Chicago, lower-cost alternatives to hospital services can save up to $2 billion. That is also with a “b.” And the communities are also healthier. Crazy. Hey, make sure patients and members can afford and have access to quality healthcare, and the community gets healthier. Who would've thought? Dan Greenleaf, CEO of Duly, my guest today, has been in healthcare for 30 years. This podcast is sponsored by Aventria Health Group, but I do just wanna mention that Duly so kindly offered Relentless Health Value some financial support, which we truly, truly appreciate. So, call this episode also sponsored with an assist by Duly. Here's my conversation with Dan Greenleaf, and do come back next week for part 2 like I said earlier. Today we talk mission. Next week we talk margin. Also mentioned in this episode are Duly Health and Care; Merrill Goozner; Wayne Jenkins, MD; Komal Bajaj, MD; Jonathan Baran; Kevin Lyons; Shane Cerone; Kada Health; Preston Alexander; Peter Hayes; Justina Lehman; Vivian Ho, PhD; Mick Connors, MD; Benjamin Schwartz, MD, MBA; Rik Renard; Mark Cuban; Dave Chase; Patrick Moore; Sam Flanders, MD; and Tom Nash. You can learn more at Duly Health and Care and follow Dan on LinkedIn. You can also email Dan at dan.greenleaf@duly.com. Daniel E. Greenleaf is the chief executive officer of Duly Health and Care, one of the largest independent, multispecialty medical groups in the nation. Duly employs more than 1700 clinicians while serving 1.5 million patients in over 190 locations in the greater Chicago area and across the Midwest. The Duly Health and Care brand encompasses four entities—DuPage Medical Group, Quincy Medical Group, The South Bend Clinic, and a value-based care organization. Its scaled ancillary services include 6 Ambulatory Surgery Centers, 30 lab sites, 16 imaging sites, 39 physical therapy locations, and 100 infusion chairs. Its value-based care service line provides integrated care for 290,000 partial-risk and 100,000 full-risk lives (Medicare Advantage and ACO Reach). Dan has nearly 30 years of experience leading healthcare services organizations. He is a six-time healthcare CEO, including prior roles as president and CEO of Modivcare; president and CEO of BioScrip, Inc.; chairman and CEO of Home Solutions Infusion Services; and president and CEO of Coram Specialty Services. Dan graduated from Denison University with a bachelor of arts degree in economics (where he received the Alumni Citation—the highest honor bestowed upon a Denisonian) and holds an MBA in health administration from the University of Miami. A military veteran, he was a captain and navigator in the United States Air Force and served in Operation Desert Storm. 08:32 What should mission be in multispecialty? 08:54 Are mission and margin mutually exclusive? 10:47 What are the four “vectors” of Dan's mission? 11:32 Why does affordability matter? 12:11 EP466 with Vivian Ho, PhD. 12:40 EP488 with Mark Cuban and Cora Opsahl. 13:32 Who are the three payers in the marketplace? 17:31 EP388 with Merrill Goozner. 19:19 How does access play into mission? 20:28 EP464 with Al Lewis. 21:07 EP467 with Stacey. 22:56 Why price transparency is important to consumer experience. 24:16 LinkedIn post from Patrick Moore. 29:06 EP481 with Benjamin Schwartz, MD, MBA. You can learn more at Duly Health and Care and follow Dan on LinkedIn. You can also email Dan at dan.greenleaf@duly.com. @d_greenleaf of @dulyhealth_care discusses #mission and #margin in #multispecialtycare on our #healthcarepodcast. #healthcare #podcast #financialhealth #patientoutcomes #primarycare #digitalhealth #healthcareleadership #healthcaretransformation #healthcareinnovation Recent past interviews: Click a guest's name for their latest RHV episode! Mark Cuban and Cora Opsahl, Kevin Lyons (Part 2), Kevin Lyons (Part 1), Dr Stan Schwartz (EP486), Dr Cristin Dickerson, Elizabeth Mitchell (Take Two: EP436), Dave Chase, Jonathan Baran (Part 2), Jonathan Baran (Part 1), Jonathan Baran (Bonus Episode), Dr Stan Schwartz (Summer Shorts)
Jennifer J. Brown is a scientist, a writer, and a mother who never got the luxury of separating those roles. Her memoir When the Baby Is Not OK: Hopes & Genes is a punch to the gut of polite society and a medical system that expects parents to smile through trauma. She wrote it because she had to. Because the people who gave her the diagnosis didn't give her the truth. Because a Harvard-educated geneticist with two daughters born with PKU still couldn't get a straight answer from the very system she trained in.We sat down in the studio to talk about the unbearable loneliness of rare disease parenting, the disconnect between medical knowledge and human connection, and what it means to weaponize science against silence. She talks about bias in the NICU, the failure of healthcare communication, and why “resilience” is a lazy word. Her daughters are grown now. One's a playwright. One's an artist. And Jennifer is still raising hell.This is a conversation about control, trauma, survival, and rewriting the script when the world hands you someone else's lines.Bring tissues. Then bring receipts.RELATED LINKS• When the Baby Is Not OK (Book)• Jennifer's Website• Jennifer on LinkedInFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, visit outofpatients.show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Dr. Rahul Banerjee interviews Dr. Ajay Major on patient-reported outcomes, toxicity reporting, and patient engagement in blood cancer clinical trials.
Patients today don't just choose a dentist based on price or location—they choose the story you tell. In this episode of the Raving Patients Podcast, I sit down with Ian DeJong of Pain Free Dental Marketing to explore how storytelling has become the new backbone of dental marketing. We cover why reviews are “the Bitcoin of dental marketing,” how to attract the right patients instead of every patient, and the simple shifts you can make in your practice to stand out in a crowded market. If you've ever wondered how to move beyond generic messaging and truly connect with patients, this episode will show you the path forward. Here are some of the interesting stuff we talked about in this episode. Why Storytelling Matters: Patients aren't just buying services—they're buying your story, values, and unique approach to care. The Power of Reviews: As Ian puts it, “Reviews are the Bitcoins of dental marketing.” Reputation is now the #1 factor patients consider when choosing a dentist. Attracting the Right Patients: It's not about chasing every new patient—it's about attracting the right ones who align with your values and help prevent burnout. The Role of the Dentist: Marketing success depends on your participation—reviews, testimonials, and authentic messaging start in your office. What Sets Great Practices Apart: Generic “we treat patients like family” isn't enough. Distinct experiences, stories, and brand voice create lasting trust. Looking Ahead: The future of dental marketing is less about Google Ads and more about authentic social proof, storytelling, and meaningful patient connections. — Key Takeaways 00:46 Introduction to Dental Marketing and Storytelling 03:02 Understanding Pain-Free Dental Marketing 07:25 The Shift to Storytelling in Dental Marketing 11:50 Differentiating Your Dental Practice 13:10 The Importance of Google Reviews 14:20 How Patients Select Dentists Today 20:30 Attracting the Right Patients 25:07 The Dentist's Role in Marketing Success 27:55 Future Trends in Dental Marketing 30:50 What May Fade in Dental Marketing 33:50 Lightning Round Q&A — Connect with Ian
This episode of Standard Deviation features Oliver Bogler in conversation with Dr Na Zhao, a cancer biologist caught in the crossfire of science, politics, and survival. Na's life reads like a brutal lab experiment in persistence.She grew up in China, lost her mother and aunt to breast cancer before she turned twelve, then came to the United States to chase science as both an immigrant and a survivor's daughter. She worked two decades to reach the brink of independence as a cancer researcher, only to watch offers and grants vanish in the political chaos of 2025.Oliver brings her story into sharp focus, tracing the impossible climb toward a tenure-track position and the human cost of a system that pulls the ladder up just as people like Na reach for it. This conversation pulls back the curtain on the NIH funding crisis, the toll on early-career scientists, and what happens when personal tragedy fuels professional ambition.Listeners will walk away with a raw sense of how fragile the future of cancer research really is, and why people like Na refuse to stop climbing.RELATED LINKSDr Zhao at Baylor College of MedicineDr Zhao on LinkedInDr Zhao's Science articleIndirect Costs explained by US CongressFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Katie Henry has seen some things. From nonprofit bootstraps to Big Pharma boardrooms, she's been inside the machine—and still believes we can fix it. We go deep on her winding road from folding sweaters at J.Crew to launching a vibrator-based advocacy campaign that accidentally changed the sexual health narrative in breast cancer.Katie doesn't pull punches. She's a born problem solver with zero tolerance for pink fluff and performative empathy. We talk survivor semantics, band camp trauma, nonprofit burnout, and why “Didi” is the grandparent alter ego you never saw coming.She's Murphy Brown with a marimba. Veronica Sawyer in pharma. Carla Tortelli with an oncology Rolodex. And she still calls herself a learner.This is one of the most honest, hilarious, and refreshingly real conversations I've had. Period.RELATED LINKS:Katie Henry on LinkedInKatie Henry on ResearchGateLiving Beyond Breast CancerNational Breast Cancer CoalitionFEEDBACK:Like this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode of The No Normal Show, Stephanie Wierwille and Chris Bevelo explore one of the most debated ideas in healthcare marketing today: should CMOs own the entire patient experience? They challenge why “digital front door” thinking falls short, argue that beautiful branding can't hide operational chaos, and make the case that the time for blurred lines in roles are over. Along the way, they react to Meta's latest AI glasses latest update, and examine how weather impacts consumer behavior. Tune in now.Subscribe to The No Normal Rewind, our newsletter featuring a mashup of the boldest ideas, sharpest takes, and most rewind-worthy moments from our podcast — right here.Download BPD's report, “The Future of the CMO” here: https://bpdhealthcare.com/insights/guides/the-future-of-the-cmo/#download
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs' Veterans Health Administration (VHA).Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.The conversation explores how SHEP:Uses surveys to capture veterans' experiences across all types of careAnalyzes data to highlight what's working well and pinpoint opportunities for improvementLeverages automation and monthly reports to deliver fast, actionable insightsThey also share what's ahead for the program, including:Enabling veterans to complete surveys directly from their phonesComparing VA care to community care to better understand the full patient journeyExploring AI and natural language processing for deeper analysisProviding training to staff on turning feedback into meaningful actionAt its core, SHEP's mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form
Jason Wolf sits down with Tyler Gegen to discuss his intentional path into patient experience leadership. Tyler shares how curiosity, relationships, and a focus on humanity continue to shape his work and the future of healthcare.
Dr. Sean Lan practices in Georgia and was originally inspired ot become a dentist via a trip to Taiwan. We discuss key elements of the patient experience and what dentists can do to maximize that element of their practice, All-on-X Cases, and so much more. Ladies & Gentlemen, you're listening to "Confessions From A Dental Lab" and we're happy you're here. Subscribe today and tell a friend so we can all get 1% better :)Connect with Dr. Lan on instagram at @drseanlan and email him at landentalsolutionsllc@gmail.comFollow KJ & NuArt on Instagram at @lifeatnuartdental, you can also reach us via email: kj@nuartdental.comLearn more about the lab and request information via our website: https://nuartdental.com/contactAsk us about our scanner program!
On this episode of the Raving Patients Podcast, I sit down with nationally recognized revenue cycle expert Cissy Mangrum of RevTech Partners and Maximize RCM Consulting. With nearly three decades of leadership experience in both healthcare and dental, Cissy has helped countless practices streamline their operations, reduce denials, and improve their bottom line. Revenue Cycle Management (RCM) isn't just about billing—it touches every part of your practice, from credentialing to front office workflows to clinical documentation. In this conversation, we break down why most problems occur long before a claim is denied, and how simple behavioral and operational shifts can radically improve your collections, cash flow, and even patient experience. If you've ever wondered why claims are getting stuck, why AR is piling up, or how to make RCM work for your growth goals, this episode is a must-listen. What You'll Learn from This Episode Why RCM starts at the very beginning of your processes, not just the back end The top five reasons claims get denied—and how to prevent them Key benchmarks to know if your practice has an RCM problem (like days in AR and net collections %) How technology and AI are changing verification of benefits and claims submission The connection between RCM, cash flow, and EBITDA—especially if you're preparing to sell your practice The impact of RCM on patient experience, and how transparent communication and financing options build trust and loyalty — Key Takeaways 02:50 Introduction to Revenue Cycle Management 04:40 Understanding Revenue Cycle Management 12:55 Challenges in Revenue Cycle Management 17:48 Common Issues in Claims Submission 20:08 Identifying RCM Issues 25:59 Impact of RCM on Cash Flow and EBITDA 27:54 RCM and Patient Experience 32:15 Technological Innovations in RCM 34:33 Lightning Round Q&A — Connect with Cissy Want to learn more from today's guest? You can reach Cissy at: Email (RevTech Partners): cissy.mangrum@revtechpartners.com Email (Maximize RCM Consulting): cissy.mangrum@maximizeRCM.com Websites: revtechpartners.com | maximizercmconsulting.com LinkedIn: Connect with her directly on LinkedIn—she'd love to hear from you. — Learn proven dental marketing strategies and online reputation management techniques at DrLenTau.com. This podcast is sponsored by Dental Intelligence. Learn more here. This podcast is sponsored by CallRail, call tracking & lead conversion software for dentists. Find out more here. Raving Patients Podcast is your go-to place for the latest and best dental marketing strategies that will help you skyrocket your practice. Follow us for more!
Due largely to a really complex healthcare system, prescription drug affordability is a growing challenge in the United States. Good news! Efforts are happening RIGHT NOW by several government representatives to try and address it. But improvements are moving forward without asking patients what prescriptions THEY can or cannot afford - and they aren't asking WHY this is. In this 360it spin-off episode, AiArthritis CEO, Tiffany Westrich-Robertson, and Grassroots Advocacy Manager, Vanessa Lathan, discuss the importance of understanding “the patient why” and how YOU can share your experiences TODAY to help guide the solutions. Drawing from new data in the Ensuring Access through Collaborative Health (EACH)/Patient Inclusion Council (PIC) Coalition Prescription Drug Affordability & Unaffordability Patient Experience Project, Tiffany and Vanessa explain that the reasons behind affordability vary and all people treated by high retail cost medications should continue to share their why. Then we can collect enough voices, find enough patterns, to guide the government on how to help us. t. This broadcast highlights why patient voices must guide healthcare reform and how you can - and should - take part in the ongoing Patient Experience survey to ensure solutions reflect real experiences. If you've ever skipped or stretched medication, faced unexpected insurance barriers, or worried about paying for prescriptions, this episode highlights why your voice is essential in shaping solutions. This effort is led by over 80 patient organizations and groups in the USA working together. Any diagnosis, any medication, it's not autoimmune arthritis or autoinflammatory arthritis disease only. Episode Highlights: Why affordability isn't just about price, but also insurance design and access. What new survey results reveal about skipped doses, Medicare challenges, and reliance on financial assistance. Why including diverse patient voices is critical to building real solutions. How you can participate in the Patient Experience survey and join ongoing efforts to improve prescription drug affordability. Participate in Patient Experience Survey here: https://bit.ly/PatientWhy Links & Resources Patient Lead Survey Results: https://eachpic.org/each-pic-releases-results-from-patient-led-survey-on-drug-affordability/ Patient Experience Project and Link to the 10 Minute Survey: https://eachpic.org/patient-experience-project/ PIC Voices: https://eachpic.org/pic-voices/ Have questions about this episode or topics you want to hear us bring to the table? Email us at podcast@aiarthritis.org Donate to Support the Show: www.aiarthritis.org/donate Follow AiArthritis on all social media platforms @IFAiArthritis Sign up for our Monthly AiArthritis Voices 360 Talk Show newsletter! HERE Connect with our Co Hosts: Tiffany is the CEO at International Foundation for AiArthritis and uses her professional expertise in mind-mapping and problem solving to help others, like her, who live with AiArthritis diseases work in unison to identify and solve unresolved community issues. Connect with Tiffany: Facebook: @tiffanyAiArthritis Twitter: @TiffWRobertson LinkedIn: @TiffanyWestrichRobertson Vanessa Lathan is the Grassroots Advocacy Manager at AiArthritis and a consultant with the Patient Inclusion Council, where she leads efforts in diversity, equity, inclusion, and accessibility. Living with Undifferentiated Connective Tissue Disease, she is passionate about advancing racial health equity and disability rights, with a focus on improving care for Black women with invisible illnesses.
In this episode, you'll discover what reinvention really looks like when innovation isn't just a buzzword—it's a mindset. Davis Corley, CEO of Newton (formerly Neurolens), didn't just announce a rebrand. He revealed a bold new vision for the future of eyecare—one that challenges us to rethink how we lead, how we innovate, and how we meet the expectations of a new generation of patients. We talk about why “innovation” is really just change with purpose, why lagging behind is riskier than ever, and how practices can future-proof themselves by embracing the tools and technologies that patients already expect. From AI-powered staff training to breakthrough lens designs for today's screen-heavy lifestyles, this conversation isn't about products—it's about the future of your practice. If you've ever felt hesitant about change, this episode will show you how leaning into innovation can unlock growth, loyalty, and a patient experience that truly stands out. Follow our Podcast on All Available Platforms Follow our Podcast on Instagram Follow IDOC on Facebook Follow IDOC on LinkedIn Watch our Podcast Video on YouTube
In this episode of Compassion & Courage, Marcus Engel speaks with Trisha Choi about her journey from being a patient to a healthcare professional, emphasizing the importance of compassion in patient care. They discuss personal experiences of kindness, innovative self-care practices at conferences, leadership lessons, and the significance of forgiveness and recovery in personal and professional growth.Resources for you: More communication tips and resources for how to cultivate compassion: https://marcusengel.com/freeresources/Connect with Marcus on LinkedIn: https://www.linkedin.com/in/marcusengel/Connect with Trisha on LinkedIn: https://www.linkedin.com/in/trishachoiLearn more about The Bahay Kubo: www.bahaykuboretreat.comReach out to Trisha on social media: @gametollhouse FB & Instagram Learn more about Marcus' Books: https://marcusengel.com/store/Subscribe to our podcast through Apple: https://bit.ly/MarcusEngelPodcastSubscribe to our podcast through YouTube: https://bit.ly/Youtube-MarcusEngelPodcastAbout Trisha Choi:Trisha Choi is a seasoned leader with 30 years of experience in healthcare, specializing in patient experience, leadership coaching, and organizational transformation. Her career has spanned various roles in top institutions, including Duke University Hospital, Cone Health, and New York-Presbyterian Hospital, where she has made a lasting impact on patient care, team development, and system-wide policy creation.At Duke University Hospital during the pandemic, Trisha led initiatives that maintained top decile patient experience scores for three years, managing a team of 100 across eight departments while coaching C-suite leaders and ensuring service excellence. She was instrumental in building cross-hospital collaboration and prioritizing care and kindness for both patients and staff. Trisha's role as Senior Manager of Patient Experience at Cone Health expanded her expertise in managing surge plans and developing communication tools for the broader healthcare community. Her extensive experience at New York-Presbyterian spanned over 17 years and included roles in patient experience, volunteer management, and program development, including the build of the Inpatient Physical Medicine and Rehabilitation department unit and residency programs at Weill Cornell and Columbia Medical Centers.With a background in Public Relations, Marketing, and Personal Assistance to celebrities, Trisha's transition to healthcare is marked by a unique blend of leadership and service excellence. She holds a Master of Arts in Change Leadership from Columbia University and a B.A. in Health Education from the University of Mount Saint Vincent.Date: 8/25/2025 Name of show: Compassion & Courage: Conversations in Healthcare Episode number and title: Episode 173 – The Journey from Patient to Advocate with Trisha Choi, MA, CPXPkeywordshealthcare, patient experience, compassion, leadership, self-care, forgiveness, recovery, narrative medicine, change management, resilience
A conversation with Dr. Munir GhesaniCancer care is due an update.Leading the field with cutting-edge treatment options and an ethos rooted in equity, are United Theranostics - represented today by Chief Medical Officer Dr. Munir Ghesani.As a leading voice in nuclear medicine, Dr. Ghesani expertly guides us through the current problems in cancer care, before outlining the promise of theranostic treatment.With an unwavering focus on patient experience and creating equitable access, Dr. Ghesani provides a beacon of hope in our struggle against cancer.—We spoke about how the structure of American healthcare has created enormous access gaps, the history and efficacy of Theranostics, and what it will take to design a system where world-class care is available in every ZIP code. Follow me on Instagram and Facebook @ericfethkemd and checkout my website at www.EricFethkeMD.com. My brand new book, The Privilege of Caring, is out now on Amazon! https://www.amazon.com/dp/B0CP6H6QN4
Sophie Sargent walked into the studio already owning the mic. A pandemic-era media rebel raised in New Hampshire, trained in Homeland Security (yep), and shaped by rejection, she's built a career out of DM'ing her way into rooms and then owning them. At 25, she's juggling chronic illness, chronic overachievement, and a generation that gets dismissed before it even speaks.We talk Lyme disease, Lyme denial, and the healthcare gaslighting that comes when you “look fine” but your body says otherwise. We dive into rejection as a career accelerant, mental health as content porn, and what it means to chase purpose without sacrificing identity. Sophie's a former morning radio host, country music interviewer, and Boston-based creator with a real voice—and she uses it.No fake podcast voice. No daddy-daughter moment. Just two loudmouths from different planets figuring out what it means to be seen, believed, and taken seriously in a system designed to do the opposite.Spoiler: She's smarter than I was at 25. And she'll probably be your boss someday.RELATED LINKSSophie on InstagramSophie on YouTubeSophie on LinkedInMedium article: “Redefining Rejection”See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
What happens when you hand a mic to the most extroverted, uncensored Gen Z career coach in New York? You get Olivia Battinelli—adjunct professor, student advisor, mentor, speaker, and unfiltered truth-teller on everything from invisible illness to resume crimes.We talked about growing up Jewish-Italian in Westchester, surviving the Big Four's corporate Kool-Aid, and quitting a job after 7 months because the shower goals weren't working out. She runs NYU Steinhardt's internship program by day, roasts Takis and “rate my professor” trolls by night, and somehow makes room for maple syrup takes, career coaching, and a boyfriend named Dom who sounds like a supporting character from The Sopranos.She teaches kids how to talk to humans. She's allergic to BS. And she might be the most Alexis Rose-meets-Maeve Wiley-mashup ever dropped into your feed. Welcome to her first podcast interview. It's pure gold.RELATED LINKS:Olivia Battinelli on LinkedInOlivia's Liv It Up Coaching WebsiteOlivia on InstagramNYU Steinhardt Faculty PageFEEDBACK:Like this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Can AI revolutionize behavioral health without replacing therapists? Dr. Bradley Block and Dr. Tristan Gorrindo dives into the transformative potential of AI in mental health care. Drawing from his extensive experience, Dr. Gorrindo discusses how AI can assist with subclinical issues through coaching-like support, streamline administrative tasks like intake and note-taking, and enhance patient-clinician connections by freeing up time for meaningful interactions. While addressing fears of AI replacing physicians, he emphasizes the irreplaceable role of human therapists for severe mental illnesses, citing the importance of nonverbal cues and mirror neurons. Tune in for insights on AI's current applications, future potential, and how to stay informed via resources like LinkedIn.Three Actionable Takeaway:AI for Subclinical Support and Efficiency – AI tools, like chatbots, can provide coaching-style support for patients with mild issues (e.g., grief, stress) and handle administrative tasks (e.g., intake, note-taking), freeing clinicians to focus on severe cases like depression or psychosis. Dr. Gorrindo highlights that 50% of primary care visits involve behavioral health components, making AI a valuable tool for triaging and support.Preserving Human Connection – While AI can mimic empathy or mirror expressions, it struggles to replicate the neurobiological resonance (e.g., mirror neurons) critical for therapy in severe mental illnesses. Dr. Gorrindo notes that AI can enhance trust-building by offloading routine tasks, allowing clinicians to engage deeply with patients' stories, as seen in examples like vestibular neuritis consultations.Practical AI Integration – Tools like AI scribes and intake avatars (e.g., language-adaptive systems in Pennsylvania health systems) can be customized via prompt engineering to align with a clinician's style, similar to training a medical student. Dr. Gorrindo stresses using HIPAA-compliant platforms (e.g., Google Gemini with a BAA) and staying updated via professional networks like LinkedIn.About the Show:Succeed In Medicine covers patient interactions, burnout, career growth, personal finance, and more. If you're tired of dull medical lectures, tune in for real-world lessons we should have learned in med school!About the GuestDr. Tristan Gorrindo is a board-certified child and adolescent psychiatrist, CEO of Forza Behavioral Consulting, and former Chief Medical Officer of Optum Behavioral Care, where he led one of the nation's largest behavioral health platforms. With over 25 publications and more than 100 national presentations, he advises health systems, payers, and organizations on behavioral health transformation, including value-based care, integrated delivery models, and digital innovations like AI. He remains active in national policy and clinical practice, emphasizing whole-person care that integrates physical and mental health needs.LinkedIn: http://linkedin.com/in/tristanlgAbout the Host:Dr. Bradley Block – Dr. Bradley Block is a board-certified otolaryngologist at ENT and Allergy Associates in Garden City, NY. He specializes in adult and pediatric ENT, with interests in sinusitis and obstructive sleep apnea. Dr. Block also hosts Succeed In Medicine podcast, focusing on personal and professional development for physiciansWant to be a guest?Email Brad at brad@physiciansguidetodoctoring.com or visit www.physiciansguidetodoctoring.com to learn more!Socials:@physiciansguidetodoctoring on Facebook@physicianguidetodoctoring on YouTube@physiciansguide on Instagram and Twitter This medical podcast is your physician mentor to fill the gaps in your medical education. We cover physician soft skills, charting, interpersonal skills, doctor finance, doctor mental health, medical decisions, physician parenting, physician executive skills, navigating your doctor career, and medical professional development. This is critical CME for physicians, but without the credits (yet). A proud founding member of the Doctor Podcast Network!Visit www.physiciansguidetodoctoring.com to connect, dive deeper, and keep the conversation going. Let's grow! Disclaimer:This podcast is for informational purposes only and is not a substitute for professional medical, financial, or legal advice. Always consult a qualified professional for personalized guidance. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
In this episode, Amy Kwiatkowski talks with Liddy Deacon of Sutter Health about their Emergency Department Service Ambassador Program. Liddy shares how ambassadors support patients and staff, foster meaningful connections, and improve care experiences across the ED.
As Epic has been one of the prominent EHR in the United States for years, its MyChart portal is used by more than 195 million patients (including probably many readers of this article). Its capabilities have grown enormously over the past few years. This video at Epic's UGM conference interviews Taylor Seale, Software Developer for Epic's Patient Experience, about about many of the powerful tools that are available to clinicians and patients.Learn more about Epic: https://www.epic.com/
Send us a MessageIn this Culture Byte episode of Culture Change RX, Capstone's Cofounder & CEO Sue Tetzlaff discusses the critical importance of service excellence in healthcare. She emphasizes that exceptional patient experiences should be safe, satisfying, and consistent across all interactions. Drawing parallels with the hospitality industry, particularly the Grand Hotel, she illustrates how high standards can be achieved through organization-wide commitment, employee engagement and leadership. The conversation also addresses the challenges of variation in service delivery and the need for a standard-dependent culture to ensure that every patient can count on receiving exceptional care.Healthcare should be counted on for exceptional care and service.Service excellence can't be achieved through the efforts of a few standout employees.High standards must be established and embraced organization-wide.Employee-driven efforts are key to achieving service excellence.Variation in service delivery affects the patient experience and the organization's reputation.Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at: CapstoneLeadership.net/Contact-UsHi! I'm Sue Tetzlaff. I'm a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.For decades, I've worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I've learned is this: culture is not a soft thing. It's the hardest thing, and it determines everything.When you're ready to take your culture to the next level, here are three ways I can help you:1. Listen to the Culture Change RX PodcastEvery week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy. 2. Subscribe to our Email NewsletterGet practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won't find on the podcast.
This episode is sponsored by Invivyd, Inc.Marc Elia is a biotech investor, the Chairman of the Board at Invivyd, and a Long COVID patient who decided to challenge the system while still stuck inside it. He's not here for corporate platitudes, regulatory shoulder shrugs, or vaccine-era gaslighting. This is not a conversation about politics, but it's about power and choice and the right to receive care and treatment no matter your condition.In this episode, we cover everything from broken clinical pathways to meme coins and the eternal shame of being old enough to remember Eastern Airlines. Marc talks about what it means to build tools instead of just complaining, what Long COVID has done to his body and his patience, and why the illusion of “choice” in healthcare is a luxury most patients don't have.This conversation doesn't ask for empathy. It demands it.RELATED LINKSMarc Elia on LinkedInInvivyd Company SiteMarc's Bio at InvivydFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Case acceptance often hinges on moments most dentists overlook. Do you follow-up with post-op patients? Does the front desk greet every patient? Is your office clean and welcoming?In this episode, we talk about the little things that improve patient experience and lead to more reviews, loyalty, and referrals. Tune in for creative ways to make your practice stand out and help your team provide consistent care!Topics discussed in this episode:Why patient experience mattersHow to make a good first impressionPhone etiquette and follow-up callsPatient gifts that are worth the moneyHow to keep your team accountableTips to get more five-star reviewsCreative, low-cost marketing strategiesThis episode was produced by Podcast Boutique https://www.podcastboutique.comUse the same marketing company as Dr. Etch!Get your free demo with Relevance Marketing by Clicking Here Take Control of Your Practice and Your Life We help dentists take more time off while making more money through systematization, team empowerment, and creating leadership teams. Ready to build a practice that works for you? Visit www.DentalPracticeHeroes.com to learn more.
In this episode of Modern Chiropractic Mastery, Dr. Kevin Christie hosts Dr. Chris Chippendale for an in-depth discussion on optimizing doctor-patient communication and enhancing team coordination to improve patient outcomes. They explore the complexities of patient retention, the significance of truly listening to patients, and the application of motivational interviewing in chiropractic care. Additionally, they touch upon the importance of effective communication with the clinic team and share insights into an exciting upcoming masterclass in London focused on patient experience.The episode offers valuable advice for both new and seasoned chiropractors seeking to improve their practice communication strategies.
After years of carrying the weight of lead, Shannon and Cooper find a path out from under the darkness and into the sunlight.LEAD: how this story ends is up to us is an audio docudrama series that tells the true story of one child, his mysterious lead poisoning, and his mother's unwavering fight to keep him safe. A true story written by Shannon Burkett. Directed by Alan Taylor. Starring Merritt Wever, Alessandro Nivola, Cynthia Nixon, and Cooper Burkett.Lead was produced by Shannon Burkett. Co-produced by Jenny Maguire. Featuring Amy Acker, Tom Butler, Dennis T. Carnegie, James Carpinello, Geneva Carr, Dann Fink, Alice Kris, Adriane Lenox, Katie O'Sullivan, Greg Pirenti, Armando Riesco, Shirley Rumierk, Thom Sesma, and Lana Young. Music by Peter Salett. “Joy In Resistance” written by Abena Koomson-Davis and performed by Resistance Revival Chorus. Casting by Alaine Alldaffer and Lisa Donadio. Sound Design by Andy Kris. Recording Engineer Krissopher Chevannes.For corresponding visuals and more information on how to protect children from lead exposure please go to https://endleadpoisoning.org.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Jason Wolf sits down with Edison Bond, Chief Patient Experience Officer at Episcopal Health Services, to explore his inspiring journey in patient advocacy and leadership. From personal stories of resilience to insights on love, equity, and community in healthcare, Edison shares a powerful perspective on what it truly means to elevate the human experience.
The Catalyst: Sparking Creative Transformation in Healthcare
AI is showing up everywhere in medicine, from symptom checkers to lab summaries, and I often hear clinicians wonder where that leaves us. In this episode, I share how I see technology as a helpful partner while holding firm to the truth that no algorithm can replace the trust, empathy, and presence our patients deserve. My own journey from burnout to building a practice rooted in connection has shown me that we carry a kind of medicine AI will never touch. Can a computer sit with someone in grief? Can it notice the subtle shift in tone or energy that tells you more than lab results ever could? I want you to think about how you bring your humanity into care, how you amplify the qualities that make your practice unique, and how AI might support rather than overshadow your role as a healer and entrepreneur. Episode Breakdown: 00:00 AI in Healthcare and Human Connection 05:01 How Clinicians Use AI in Practice 07:06 The Limitations of AI in Medicine 09:30 Unique Human Abilities in Patient Care 13:02 Translating Science Into Soul-Aligned Action 16:14 Building a Human-Centered Practice 20:31 Celebrating Patient Wins and Progress 26:06 Catalyst Question: What AI Can't Do in Medicine Links The Catalyst Studio Episodes about AI: Episode 57: ChatGPT For Health and Wellness Content Marketing Episode 58: Providers Regaining Their Time and Sanity With the Help of Virtual Scribes and Virtual Assistants Episode 106: The Future of Charting With AI – Dr. Lara Salyer Episodes about creating a welcoming atmosphere: Episode 46: Front Office Makeover With the Aha! Method Episode 104: Making Your Practice a Holistic Office Connect with Lara: Website The Catalyst Way YouTube Instagram Facebook LinkedIn TikTok Podcast production and show notes provided by HiveCast.fm
On this episode of Voices of Self-Funding, host Ramesh sits down with Jeffrey Bloom, a 25+ year veteran in healthcare and employee benefits, to unpack the power of Direct Primary Care (DPC) for self-funded employers. Jeff brings deep expertise spanning underwriting, care delivery, and affinity markets — and a passion for reshaping member experiences. Together, they explore how DPC: • Delivers hard savings: 12–18% reduction in year one healthcare spend (net of fees), plus an additional 8% stop-loss discount by deflecting high-cost claims. • Transforms access: Members get appointments in 24–48 hours—far faster than traditional systems. • Drives satisfaction & productivity: A scalable, capitated model that eliminates balance billing, improves engagement, and enhances workforce health. This conversation reframes primary care not just as a benefit, but as a strategic cost-containment lever for employers committed to optimizing spend and boosting employee well-being. This episode was sponsored by WLT Software. For more information, visit HCAA.org. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/
The deficits from the lead poisoning continue to intensify, Shannon channels her anger and grief into holding the people who hurt her son responsible.LEAD how this story ends is up to us is a true story written and produced by Shannon Burkett. Co-produced by Jenny Maguire. Directed by Alan Taylor. Starring Merritt Wever, Alessandro Nivola, Cynthia Nixon, and Cooper Burkett.EP4 features Eboni Booth, Sasha Eden, Kevin Kane, April Matthis, Alysia Reiner, and Mandy Siegfried. Casting by Alaine Alldaffer and Lisa Donadio. Music by Peter Salett. Sound Design by Andy Kris. Recording Engineer Krissopher Chevannes.For corresponding visuals and more information on how to protect children from lead exposure please go to https://endleadpoisoning.org.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Ignite Digital Marketing Podcast | Marketing Growth Tips | Alex Membrillo
How do you choose the right technology, measure what counts, and still keep patients at the center of your marketing? In this episode of Ignite, Cardinal CEO Alex Membrillo chats with Chelsea Lockhart, Senior Director of Platform Management and Marketing Technology at Sutter Health, about what it really takes to build effective marketing operations in health systems. You'll hear firsthand how to choose the right marketing technology for your resources, why data quality and compliance are non-negotiable, and how to measure what really matters before chasing the latest trends. Most importantly, you'll walk away with a renewed focus on the fundamentals: delivering timely, relevant messages to patients and building strong internal partnerships to drive real results. RELATED RESOURCES Connect with Chelsea - https://www.linkedin.com/in/chelsealockhart/ Privacy First: Marketing Technologies That Prioritize HIPAA Compliance - https://www.cardinaldigitalmarketing.com/healthcare-resources/blog/hipaa-compliant-martech/ Marketing + Operations: Why Total Alignment is Vital to Growth - https://www.cardinaldigitalmarketing.com/healthcare-resources/blog/healthcare-marketing-operations-alignment/ Is Your Organization Actually Ready for Marketing? - https://www.cardinaldigitalmarketing.com/healthcare-resources/blog/marketing-readiness/ How to Build a Full-Funnel Healthcare Marketing Strategy - https://www.cardinaldigitalmarketing.com/healthcare-resources/blog/healthcare-full-funnel-marketing-strategy/
The Bulletproof Dental Podcast Episode 405 HOSTS: Dr. Peter Boulden and Dr. Craig Spodak GUEST: Dr. Brian Harris DESCRIPTION In this engaging conversation, Dr. Brian Harris shares his journey from burnout to rediscovering his passion for dentistry. He emphasizes the importance of patient enrollment and how virtual consultations can enhance the patient experience. The discussion covers the psychology behind patient interactions, the role of technology in modern dentistry, and the significance of building trust and transparency with patients. Dr. Harris also highlights the need for dentists to focus on providing value and creating lasting relationships with their patients, ultimately leading to greater success in their practices. TAKEAWAYS Mastering patient enrollment is crucial for dental success. Burnout often occurs around 15 years into a dental career. The patient experience begins before they enter the practice. Virtual consultations can significantly enhance patient engagement. Building trust is essential for patient retention. Technology can streamline the patient consultation process. Patients appreciate personalized communication and transparency. Follow-up is key to maintaining patient relationships. Dentists should focus on providing value to patients. Creating a positive first impression can lead to higher case acceptance. CHAPTERS 00:00 Introduction to Dr. Brian Harris and His Journey 02:44 The Burnout Phenomenon in Dentistry 05:44 The Impact of Family Legacy on Career Choices 08:25 Transitioning from Burnout to Passion in Dentistry 11:01 The Business vs. Clinical Dentistry Dilemma 14:06 Reinventing the Patient Experience with Smile Virtual 17:17 Understanding Patient Psychology in Consultations 19:57 The Importance of Connection in Patient Engagement 24:10 Understanding Patient Needs 30:45 The Importance of Patient Experience 36:10 The Flow of Giving and Receiving 41:54 The Power of Asynchronous Consultations 45:43 Connecting with Patients Effectively 47:39 Pre-Framing Conversations for Success 51:30 Understanding the Decision-Making Process 55:13 The Importance of Authentic Communication 57:03 Creating Success Through Small Actions 59:41 The Value of Focus and Passion in Practice
Why Patient Experience Is Healthcare's New Frontier On this HealthImpact Live Podcast episode, Michael Rogozinski, healthcare leader and executive at Vital.io, joins Janae Sharp for a timely conversation about transforming patient experience in real-time. They'll discuss how Vital's platform leverages live EHR data and healthcare AI to guide millions of patients through hospital, emergency, and urgent care visits—simplifying complex medical interactions and making care more transparent. • This conversation will explore: • Why the patient experience is central to better outcomes and satisfaction • How real-time data and AI can improve communication and reduce clinician workload • The role of technology in predicting wait times, guiding care, and supporting discharge planning Join us to learn how creating a better healthcare experience isn't just about convenience—it's about delivering safer, smarter, and more human-centered care. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/
Discover why the new patient experience in dentistry is the key to case acceptance and loyalty. Gary Takacs shares a 7-step process to improve patient trust, reduce PPO dependence, and transition to a fee for-service dental practice.
Send us a MessageBuilding a new healthcare system isn't just about construction—it's about forward-thinking, people-centered transformation that fulfills a deep commitment to excellence in caring for the community.In this episode of Culture Change Rx, Sue Tetzlaff interviews Theresa Sullivan, CEO of Samaritan Healthcare in Moses Lake, Washington, about the transformative journey of building a new healthcare system. They discuss the importance of community engagement, strategic planning, and the involvement of healthcare professionals in creating a healthcare environment that prioritizes patient experience and service excellence. Theresa shares insights on their holistic approach to the construction process, the significance of listening to the community and healthcare professionals, and the vision for a cohesive healthcare system that extends beyond the new building.Align strategic plans with community needs and input.Employee engagement is key to a successful transition.Creating a cohesive healthcare system involves all facilities and staff.Service excellence is a priority in the new healthcare vision.Leadership development is essential for organizational growth.Celebrating milestones fosters a positive organizational culture.Listening to values and feedback shapes the healthcare environment.Capstone helps rural hospitals be the provider- and employer-of-choice to keep care local and margins strong. Learn more via a complimentary consultation call. Schedule at: CapstoneLeadership.net/Contact-Us Learn more - and register - for an upcoming Capstone Leadership Summit: CapstoneLeadership.net/Upcoming-EventsHi! I'm Sue Tetzlaff. I'm a culture and execution strategist for small and rural healthcare organizations - helping them to be the provider and employer-of-choice so they can keep care local and margins strong.For decades, I've worked with healthcare organizations to navigate the people-side of healthcare, the part that can make or break your results. What I've learned is this: culture is not a soft thing. It's the hardest thing, and it determines everything.When you're ready to take your culture to the next level, here are three ways I can help you:1. Listen to the Culture Change RX PodcastEvery week, I share conversations with leaders who are transforming healthcare workplaces and strategies for keeping teams engaged, patients loyal, and margins healthy. 2. Subscribe to our Email NewsletterGet practical tips, frameworks, and leadership tools delivered right to your inbox—plus exclusive content you won't find on the podcast.
The effects of the neurotoxin are taking their toll on Cooper as Shannon desperately tries to navigate the severity of their new reality.LEAD how this story ends is up to us is a true story written and produced by Shannon Burkett. Co-produced by Jenny Maguire. Directed by Alan Taylor. Starring Merritt Wever, Alessandro Nivola, Cynthia Nixon, and Cooper Burkett.E43 features Jenny Maguire, JD Mollison, Laith Nakli, Deirdre O'Connell, Carolyn Baeumler, Zach Shaffer, and Monique Woodley. Casting by Alaine Alldaffer and Lisa Donadio. Music by Peter Salett. Sound Design by Andy Kris. Recording Engineer Krissopher Chevannes.For corresponding visuals and more information on how to protect children from lead exposure please go to https://endleadpoisoning.org.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Rural hospitals are innovating to find their future workforce. For Crawford County Memorial Hospital, that means hosting a summer camp for kids in their area who think they may be interested in a career in healthcare! Dana Neemann, Director of Education and Patient Experience returns alongside hosts Ben Oldach and Kathy Leggett to show how the hospital created a program that has already turned young campers into full-time employees. Find out how they made navigating the complicated world of healthcare easy for kids to understand, and how you can create a similar program in your industry.
Lisa (Elizabeth) Joyce Freeman serves as a Senior Advisor in the School of Medicine at Stanford University. She administratively supports the Stanford Medicine Center for Improvement. The goal of the Stanford Medicine Center for Improvement is to become the best at getting better Inspiring and accelerating the delivery of consistent, excellent care across Stanford Medicine measured by performance improvement in Safety, Quality, Patient Experience, and Cost Reduction (Collectively=Value) from today's baseline and ultimately developing a reputation as a national leader, to which others look for inspiration and as an educational resource. From 2001 through 2016, she was the Chief Executive Officer of the VA Palo Alto Health Care System (VAPAHCS). VAPAHCS is a $900M, 800 - bed federal health care system with three inpatient divisions and seven outpatient clinics serving 90,000 Veterans in 10 counties in Northern California. It is affiliated with Stanford University School of Medicine, has the second-largest research enterprise in VA ($58M), trains 1500 residents, internsand students yearly and is home to every specialized Veteran treatment modality offered in the VA system. She was responsible for all administrative and clinical aspects of VA Palo Alto, including strategy and master planning for facilities. She has a Bachelor of Science degree from the University of Notre Dame in Civil Engineering and a Master of Business Administration degree from Louisiana Tech University. She is a licensed professional engineer and a Fellow in the American College of Health Care Executives. She is the recipient of two Presidential Rank Awards, one at the meritorious level and the second at the distinguished level.Link to claim CME credit: https://www.surveymonkey.com/r/3DXCFW3CME credit is available for up to 3 years after the stated release dateContact CEOD@bmhcc.org if you have any questions about claiming credit.
On this episode of DGTL Voices, Ed interviews Dr. Zafar Choudry, CIO of Seattle Children's Hospital. Zafar details his diverse experiences in healthcare and technology, from the UK to the US. He emphasizes the importance of engaging with patients and listening to their needs, which has led to innovative solutions like the implementation of Minecraft for patients. Zafar also discusses leadership lessons, highlighting the significance of humility and empathy in guiding teams. His mantra of being a 'force for good' resonates throughout the conversation, inspiring listeners to make a positive impact in healthcare.
Jason Lesandrini, PhD, FACHE, LPEC, HEC-C, Assistant Vice President of Ethics, Advance Care Planning, Spiritual Health, and Language Access Services at Wellstar Health System, and Kelsey B. White, PhD, BCC, Assistant Professor and Chaplaincy Faculty Researcher at Virginia Commonwealth University, and Editor-in-Chief of the Journal of Health Care Chaplaincy, discuss improving the patient experience through the integration of chaplaincy and ethics services. They highlight the vital role of chaplains, the importance of supporting workforce well-being, and strategies to relieve clinician burnout in a changing healthcare environment.
As the lead wreaks havoc on Cooper's development, Shannon searches for answers. Desperate to get a handle on what was happening to her son, she grabs onto a lifeboat - nursing school. Andy tries to piece together the past to make sense of the present.LEAD how this story ends is up to us is a true story written and produced by Shannon Burkett. Co-produced by Jenny Maguire. Directed by Alan Taylor. Starring Merritt Wever, Alessandro Nivola, Cynthia Nixon, and Cooper BurkettEP2 features Keith Nobbs and Frank Wood. Music by Peter Salett. Sound Design by Andy Kris. Recording Engineer Krissopher Chevannes. Casting by Alaine Alldaffer and Lisa Donadio.For corresponding visuals and more information on how to protect children from lead exposure please go to https://endleadpoisoning.org.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Key Topics Covered:How word-of-mouth marketing is driven by genuine carePatient comments as fuel for cultural and clinical transformationThe real reason questions about mental health, falls, and bladder control matterCreating new programs like pelvic floor therapy and fall prevention based on CAHPS dataHealth literacy, team specialization, and interdisciplinary strengths at scaleUsing empathy and relationships to make data actionableKey Quotes:“Data is only good if we use it.”“Trust is marketing. Exceptional care is a billboard people share at dinner.”“Our job is to ask the curious questions patients didn't even know they needed.” www.YourHealth.Org
Technology enabled, people-focused Customer Service With Matt Whitmer. In today's episode, we're thrilled to welcome Matt Whitmer into the studio. Matt is the Chief Revenue Officer and SVP of Marketing at Mosaicx, a conversational AI provider. He has over 15 years of experience in senior leadership focused on CX and enterprise client relationships. What we cover in this episode: It's all about meeting customers where they are in their journey. Customers want to trust the brands they work with. Customers want to feel like they are being helped, not "sold." Build conduits within your organization to ensure open communication and to bust silos. The best customer experience is enabled by tehcnology and AI but diven by people. Subscribe, review, and share this episode to help more leaders bring passion and purpose to their organizations. Links & Resources:
A mysterious dust fills a young family's apartment. The truth begins to unravel when the mother gets a call from the pediatrician - the monster deep within the walls has been unleashed. LEAD how this story ends is up to us is a true story written and produced by Shannon Burkett. Co-produced by Jenny Maguire. Directed by Alan Taylor. Starring Merritt Wever, Alessandro Nivola, Cynthia Nixon, and Cooper Burkett. EP1 features Zak Orth, Jenny Maguire, Daphne Gaines, and Micheal Gaston. Music by Peter Salett. Sound Design by Andy Kris. Recording Engineer Krissopher Chevannes. Casting by Alaine Alldaffer and Lisa Donadio.For corresponding visuals and more information on how to protect children from lead exposure please go to https://endleadpoisoning.org.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Show Notes1. Episode HighlightsRebecca Dillard outlines her team's multi‑year journey: from CAHPS survey awakening to embedding empathy and shared goals in daily care.Learn how internal surveying via text messaging and NPS tracking became foundational to decision‑making.Jamie shares a personal story: how patient experience education helped guide his family to better care and empowered their choices.2. Major TakeawaysTransforming patient experience isn't a flash in the pan—it's a cultural rhythm sustained by leadership, data, and values.Trust is the cornerstone: prompt lab calls, respectful staff, and short referral wait times all contribute to patient trust and engagement.Data isn't just numbers—it triggers conversation, awareness, and coordinated improvements among providers, referral coordinators, and leadership. www.YourHealth.Org
In this episode, Gary and Naren share a simple but powerful 7-step new patient experience that turns first-time visits into lifelong patient relationships. This proven process helps practices break free from the insurance trap and build real connections that lead to better case acceptance, more referrals, and steady growth. You'll hear why patients with an “insurance-only” mindset often hold practices back — and how one office used this approach to grow from $2 million to $3 million in just one year. Whether you're just starting or want to make your first visit truly unforgettable, this episode is filled with practical tips and inspiring results. Book your free marketing strategy meeting with Ekwa at your convenience. Plus, at the end of the session, get a free analysis report to find out where your practice stands online. It's our gift to you! https://www.lessinsurancedependence.com/marketing-strategy-meeting/ If you're looking to boost your case acceptance rates and enhance patient communication, you can schedule a Coaching Strategy Meeting with Gary Takacs. With his experience in helping practices thrive, Gary will work with you on personalized coaching, ensuring you and your team are prepared to present treatment plans confidently, offer financing options, and communicate the value of essential dental services. https://www.lessinsurancedependence.com/csm/
Elliot Cohen—PillPack co-founder and now co-founder of General Medicine—joins Jacob Effron and Nikhil (Out-of-Pocket) to unpack what “best care” really means in 2025. He explains why General Medicine is building a broad front door to care. Elliot also revisits the PillPack vs. PBMs saga, what Amazon Pharmacy got right (and what was unexpectedly hard), and how AI is already raising the bar in intake, clinical prep, and follow-up. (0:00) Intro(0:58) Simplifying Healthcare with General Medicine(1:53) The Importance of Triage in Healthcare(3:22) Consumer Empowerment in Healthcare(5:10) Patient Experience and Structured Forms(6:27) Challenges in Healthcare Pricing Transparency(8:28) Diverse Patient Needs and Quality of Care(10:00) The Philosophy Behind General Medicine(16:43) Consumer Directed Care: Pros and Cons(18:57) PillPack(35:53) Debating Insulin Search Results(38:16) AI in Healthcare: A New Era(39:15) Integrating AI with Clinical Teams(41:39) Challenges and Opportunities in Digital Therapeutics(58:21) Building a Healthcare Company: Lessons from Amazon(1:01:25) Quickfire Out-Of-Pocket: https://www.outofpocket.health/
Lexi Silver is 15 years old. She lost both of her parents before she turned 11. That should tell you enough—but it doesn't. Because Lexi isn't here for your pity. She's not a sob story. She's not a trauma statistic. She's a writer, an advocate, and one of the most emotionally intelligent people you'll ever hear speak into a microphone.In this episode, Lexi breaks down what grief actually feels like when you're a kid and the adults around you just don't get it. She talks about losing her mom on Christmas morning, her dad nine months later, how the system let her down, and how Instagram trolls tell her she's faking it for attention. She also explains why she writes, what Experience Camps gave her, how she channels anger into poems, and what to say—and not say—to someone grieving.Her life isn't a Netflix drama. But it should be.And by the way, she's not “so strong.” She's just human. You'll never forget this conversation.RELATED LINKS• Lexi on Instagram: @meet.my.grief• Buy her book: The Girl Behind Grief's Shadow• Experience CampsFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this solo episode, Dr. Kevin Christie explores how to elevate the patient experience by minimizing friction across every touchpoint in the care journey. Framing the patient experience around three pillars—clinical outcomes, service, and hospitality—he zones in on service and introduces a checklist-driven approach to creating a friction-free experience.From online scheduling and prompt communication to streamlined payment systems and staff responsiveness, Dr. Christie outlines best practices and common pitfalls. He shares tips on integrating technology like compatible EHR systems, two-way texting, online paperwork, and welcome videos, plus how to manage the revenue cycle efficiently to avoid insurance-related frustrations.You'll also hear about the value of storing payment information, pre-scheduling full treatment plans, and crafting seamless referral and follow-up systems—all aimed at reducing friction and enhancing retention.He closes with a challenge: audit your practice's friction points and take targeted action.
In this episode of the Gladden Longevity Podcast, Dr. Jeffrey Gladden interviews Joshua Ketner, who shares his journey to establishing the Dream Body Clinic in Mexico, focusing on the use of mesenchymal stem cells for various treatments. They discuss the clinic's approach, the types of therapies offered, the patient experience, and the limitations of stem cell treatments. The conversation also touches on the importance of balancing hormones and the potential of regenerative medicine in promoting longevity. For Audience · Use code 'Podcast10' to get 10% OFF on any of our supplements at https://gladdenlongevityshop.com/ ! Takeaways · Dr. Gladden emphasizes the importance of longevity and living well beyond 120. · Josh Ketner shares his personal experience with caregiving and how it led him to stem cell therapy. · The Dream Body Clinic specializes in mesenchymal stem cells derived from umbilical cord tissue. · The clinic offers treatments for joints, autoimmune diseases, and chronic degenerative conditions. · Patients typically spend four to five days at the clinic for treatment. · Stem cell treatments are cash pay, as they are not covered by insurance. · The clinic ensures high-quality sourcing of stem cells from first-time mothers. · Josh discusses the potential of other therapies like growth hormone and their effects on aging. · The conversation highlights the need for a balanced approach to hormone therapy and regenerative medicine. · Dr. Gladden and Josh agree on the importance of understanding individual needs in treatment. Chapters 00:00 Introduction to Regenerative Medicine 04:13 Personal Journey into Regenerative Medicine 07:06 Understanding Stem Cell Treatments 09:45 Patient Experience and Treatment Process 12:29 Challenges and Limitations of Treatments 15:21 Future of Regenerative Medicine To learn more about Joshua: Email: info@dreambodyclinic.net Website: www.dreambody.clinic Instagram: https://www.instagram.com/clinicdreambody Reach out to us at: Website: https://gladdenlongevity.com/ Facebook: https://www.facebook.com/Gladdenlongevity/ Instagram: https://www.instagram.com/gladdenlongevity/?hl=en LinkedIn: https://www.linkedin.com/company/gladdenlongevity YouTube: https://www.youtube.com/channel/UC5_q8nexY4K5ilgFnKm7naw
Michelle Andrews built a career inside the pharma machine long before anyone knew what “DTC” meant. She helped launch Rituxan and watched Allegra commercials teach America how to ask for pills by name. Then she landed in the cancer fun house herself, stage 4 breast cancer, and learned exactly how hollow all the “journey” slide decks feel when you're the one circling the drain.We talk about what happens when the insider becomes the customer, why pill organizers and wheat field brochures still piss her off, and how she fired doctors who couldn't handle her will to live. You'll hear about the dawn of pharma advertising, the pre-Google advocacy hustle, and what she wants every brand team to finally admit about patient experience.If you've ever wondered who decided windsurfing was the best way to sell allergy meds—or what happens when you stop caring if you make people uncomfortable—listen up.RELATED LINKSMichelle Andrews on LinkedInTrinity Life Sciences – Strategic AdvisoryJade Magazine – Ticking Time Bombs ArticleNIHCM Foundation – Breast Cancer StoryFEEDBACKLike this episode? Rate and review Out of Patients on your favorite podcast platform. For guest suggestions or sponsorship inquiries, email podcast@matthewzachary.com.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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