Podcasts about Premera Blue Cross

In this episode, Dr. Romilla Batra, SVP and Chief Medical Officer at Premera Blue Cross, discusses how she's rethinking clinical strategy to align with the quintuple aim, reduce healthcare costs, and enhance equity. She also shares insights on empowering providers, removing barriers to care, and partnering with communities for better health outcomes.

In this episode, Dr. Romilla Batra, SVP and Chief Medical Officer at Premera Blue Cross, discusses how she's rethinking clinical strategy to align with the quintuple aim, reduce healthcare costs, and enhance equity. She also shares insights on empowering providers, removing barriers to care, and partnering with communities for better health outcomes.

K. K. v. Premera Blue Cross

Public Health Careers podcast episode with  Najma Dahir, BS

In this episode of The New CISO, Steve is joined by returning guest Dr. Adrian Mayers, VP and CISO at Premera Blue Cross.As a veteran CISO, Dr. Adrian reveals his stress management and career tips. He also shares his thoughts on AI and its effect on the current threat landscape. Tune in to this week's episode to learn more about determining your next career move, giving yourself grace, and why we shouldn't vilify artificial intelligence.Listen to Steve and Dr. Adrian discuss evolving technology and approaching the research part of the job:Welcome Back, Dr. Adrian (1:32)Dr. Adrian reintroduces himself and his current CISO role to the audience. Steve also reveals why Dr. Adrian is a pleasure to have as a guest and his appreciation for the spark he brings to the conversation.Cutting CISOs Slack (5:40)Dr. Adrian unpacks why CISOs deserve grace as the role evolves and the stresses change. Detecting threat actors is a lot of responsibility, which creates tremendous pressure and leads to burnout.You can do better in your role long-term by understanding your limits and providing accurate expectations for the role.Working Together (12:33)Nowadays, taking criminal entities down requires foreign governments and the FBI to work together. Dr. Adrian shares his thoughts on this dynamic and how it takes a village to cover the defensive and offensive bases needed in the digital space.The Right Research (19:28)Steve presses Dr. Adrian on how he conducts research related to the job. Dr. Adrian has taken MIT classes and uses many online resources to obtain information. There are many sources to pull from, but you must use common sense to determine your gaps on various security topics, including AI. The Benefits of AI (25:02)Dr. Adrian discusses the benefits of artificial intelligence and how it is a technology that will open up the possibilities of what cybersecurity professionals can do. Although people fear this new tech will replace jobs, it fits the natural order of human progress.What Comes Next? (28:10)Steve and Dr. Adrian contemplate the off-ramps of what can come after being a CISO. To move up, you must understand the industry's business side or have enough knowledge to transition into teaching. Sponsorship is another aspect that CISOs can gain to determine their next career move. Ultimately, Dr. Adrian would like to redefine the work environment to support CISOs on their professional journey.Keeping Your Eyes Open (36:56)Steve asks Dr. Adrian how he knows when a CISO should seek new opportunities. How does he manage that internally?Dr. Adrian believes people should be self-aware enough to understand if they want to move on based on interest or if they want a new professional environment. It is an individual decision.Do CISOs Need Sports Agents? (45:46)Steve presses Dr. Adrian on his quote about how CISOs need sports agents. Dr. Adrian means by that quote that security professionals, like many others, need management to guide them and help them find new opportunities.Links mentioned:LinkedIn

Hosts Fred Goldstein and Gregg Masters welcome John Watkins, PharmD, MPH, BCPS who managed the formulary process at Premera Blue Cross from 2000-2019. His responsibilities included health technology assessment, formulary process development, formulary reviews, and medical policy review and providing drug information support to medical and case management staff. He is currently Director of Premera's PGY1 Managed Care Pharmacy Residency program and Student Advanced Pharmacy Practice Experience Coordinator. Along with these responsibilities, he manages the Pharmacy and Therapeutics Committee. John is Affiliate Professor of Pharmacy at the University of Washington. His areas of interest include health policy, health technology assessment and application of evidence-based medicine, personalized medicine, economics and bioethics to formulary and coverage decision making processes. We discuss trends in pharmacy benefit management (PBM) and the role of academic training in crafting pharmacists more actively engaged in the patient care team. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”. 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

Jenn Scott came up with the idea for a mobile library during the summer months to ensure Camas children had books to read outside of school days, and she was recognized for her efforts by Premera Blue Cross and the Seattle Seahawks. https://tinyurl.com/474nuudt #CamasSchoolDistrict #CamasPublicSchools #SeattleSeahawks #PremeraBlueCross #JennScott #HeroesOfTheClassroom #Award #Donation #Books #Library #MobileLibrary #Literacy #LiteracyPrograms #Camas #VancouverWa #Educators #ClarkCountyWa #ClarkCountyNews #ClarkCountyToday

As we head into the new year, I ask that you revisit this podcast episode, where you'll find many more valuable gems from my friend, Curtis Kopf. Your business—and your customers—will thank you. In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who's worked across a few different industries during his career. He has spent time at Amazon in the early 2000s, Microsoft, Alaska Airlines, and Premera Blue Cross. Curtis definitely knows a thing or two about how to develop a customer-first strategy.

Eric Kussin had a successful career in the NBA League Office, and senior management positions with teams in the NHL. Eric's mental health took a sudden and rapid decline as he had unresolved personal life traumas he failed to appropriately address at a younger age. Eric talks about his journey with mental health, which has led to him starting a new company called 'Same Here Global'. "Mental health lives on a continuum and we are ALL impacted…we ALL have a story". Watch the full interview on our TorchPro YouTube channel. Morning Blitz - Our daily sports newsletter to help you become a smarter sports fan. Premera Blue Cross, Always in your Corner. Not Alone Co – Tyler's clothing brand he started to support awareness for mental health. Use code NAC10 for 10% your order! BioSteel – Most trusted sports hydration products on the planet. Use code SYM25 for 25% off your order!

Ray Ferraro has been an influential figure on and off the ice for close to 40 years. The voice of countless big moments in the hockey world. From every World Juniors, to Olympics, to Stanley Cups, he's done it all. Today we sat down with Ray to discuss how he is using his voice to take a step back and reflect on his journey and relationship with mental health. Morning Blitz - Our daily sports newsletter to help you become a smarter sports fan. Premera Blue Cross, Always in your Corner. Not Alone Co – Tyler's clothing brand he started to support awareness for mental health. Use code NAC10 for 10% your order! BioSteel – Most trusted sports hydration products on the planet. Use code SYM25 for 25% off your order!

Riley chats about what it's like to be injured in the NHL and the mental side effects of recovering, Tyler lets the world know he wants kids after being jealous of Riley's baby, and they play 20 questions! Watch the episode on our TorchPro YouTube channel. Subscribe to our podcast channel to never miss an episode! Morning Blitz - Our daily sports newsletter to help you become a smarter sports fan. Premera Blue Cross, Always in your Corner. Not Alone Co – Tyler's clothing brand he started to support awareness for mental health. Use code NAC10 for 10% your order! BioSteel – Most trusted sports hydration products on the planet. Use code SYM25 for 25% off your order!

Long-time sports journalist Chris Johnston is no stranger to the world of sports media. After spending 9 years with Sportsnet covering Hockey Night in Canada, he's now shifted into a role with TSN. His impact on the game has allowed a new perspective of players to flourish, humanizing the game and the stories of athletes. While Chris's childhood dream to work in sports media has come to fruition, he has still faced many challenges along the way. Enjoy another great conversation on the connection between sports and mental health! Watch the episode on our TorchPro YouTube channel. Subscribe to our podcast channel to never miss an episode! Morning Blitz - Our daily sports newsletter to help you become a smarter sports fan. Premera Blue Cross, Always in your Corner. Not Alone Co – Tyler's clothing brand he started to support awareness for mental health. Use code NAC10 for 10% your order! BioSteel – Most trusted sports hydration products on the planet. Use code SYM25 for 25% off your order!

Brady Leavold is a former hockey player that saw his sports career come to a streaking halt due to a severe drug addiction. He has overdosed several times, spent time in prison and was homeless with father on the search for him. Brady has had a challenging journey with mental health but has since been on the road to recovery with a focus on helping others. He has started his own podcast called Hockey 2 Hell & Back and is helping the next generation navigate addiction with Puck Support. This is an incredible episode as Brady really gives you an inside look into his struggles and his journey to overcome the odds and inspire greatness. Watch the episode on our TorchPro YouTube channel. Subscribe to our podcast channel to never miss an episode! Morning Blitz - Our daily sports newsletter to help you become a smarter sports fan. Premera Blue Cross, Always in your Corner. Not Alone Co – Tyler's clothing brand he started to support awareness for mental health. Use code NAC10 for 10% your order! BioSteel – Most trusted sports hydration products on the planet. Use code SYM25 for 25% off your order!

Dan works for a great company called Novus Global Sports that works with pro athletes across every major sport to help them navigate any issues they may be dealing with in life! Riley uses Dan to improve areas of his life whether it's mentally, with family or in hockey. We flip the script this episode as our guest Dan takes the role of host and asks normal Speak Your Mind co-hosts Riley and Tyler questions instead! The guys get into their personal struggles with mental health and how they overcome the ongoing challenges. It's a very vulnerable episode that a lot of people can learn from. Watch the episode on our TorchPro YouTube channel. Subscribe to our podcast channel to never miss an episode! Morning Blitz - Our daily sports newsletter to help you become a smarter sports fan. Premera Blue Cross, Always in your Corner. Not Alone Co – Tyler's clothing brand he started to support awareness for mental health. Use code NAC10 for 10% your order! BioSteel – Most trusted sports hydration products on the planet. Use code SYM25 for 25% off your order!

Muhammad is a former International Warzone Correspondent for CNN, ABC and CBC where he was once held at gun point. He is now taking what he learned though his traumatic experiences and aiming to create positive change by starting a good news outlet that highlights stories that will make you smile. His new app, Goodable, presents no politics, no negativity and just real, daily good news - when you need it the most. In this episode the group chats about his experiences overseas in the thick of war, emotional and mental health, the true goal of Goodable and of course, his NBA Finals predictions for the upcoming season! Subscribe to our podcast channel to never miss an episode! Then check out our TorchPro daily sports newsletter, the Morning Blitz, to become a smarter sports fan. Premera Blue Cross, Always in your Corner.

Lee is an award-winning author, entrepreneur, podcast host, and hockey coach who has coached the youth, collegiate and professional levels. In this episode the group talks about Lee's transition to the world of advocating for mental health, how important it is to have a life outside of your sport, mental fitness lessons for parents in youth sports, and his most recent book 'When Hockey Stops'. Subscribe to our podcast channel to never miss an episode! Then check out our TorchPro daily sports newsletter, the Morning Blitz, to become a smarter sports fan. Premera Blue Cross, Always in your Corner.

We discuss the challenges with leading eng orgs through unpredictable global events (like the covid-19 pandemic) & pivoting product strategy with Bridget Frey (CTO @ Redfin). We also cover the challenges & successes of building out AI/ ML products in your engineering org, creating an “uncertainty” algorithm, incorporating mental health best practices in your teams, and addressing data bias & systemic racism in your product's features! Featuring guest co-host Ali Littman (Interim Head of Eng @ Modern Health).ABOUT BRIDGET FREYAs Redfin's Chief Technology Officer, Bridget Frey (@SVBridget) leads the software engineering and analytics teams. Her mission is to build technology that makes the process of buying and selling a home less complicated and less stressful. She is a leader on issues facing traditionally underrepresented people in technology, and 36% of Redfin's technology team are women while 10% are Black or Latinx. Prior to Redfin, Frey was the director of analytics and business applications at Lithium Technologies. In addition, she has held management positions at IntrinsiQ Research, IMlogic and Plumtree Software. Since 2019, she has served on the board of directors for Premera Blue Cross. Bridget holds a bachelor's degree in computer science from Harvard University, where she graduated magna cum laude. She was recently recognized as a Seattle CIO of The Year award winner."One of the things we built was this concept of virtual touring. So you could stay on your couch, but have an agent visit a home, but we could only get a very small number of people to hit that button. Despite all of our trying, we only had 1% of our tours happening virtually and then the pandemic hit and almost overnight, it jumped to about a third of our tours being virtual."- Bridget Frey   This episode is brought to you by JellyfishFor insights into where engineering teams are investing their time and resources, how they're operating and performing, and the way in which leaders are managing today…Download “The State of Engineering Management Report 2022” HERE:jellyfish.co/emrTo understand how your engineering org compares against teams from across the industry and gain data-driven metrics to inform your strategic decisions regarding the right tools, processes and workflows…Learn More About Jellyfish Benchmarks @ jellyfish.co/benchmarksCheck out our friends at Shortcut!Shortcut is an issue tracker that offers all the functionality, without most of the complexity making it easier for you to plan, collaborate, build, and measure success.Right now, listeners of our show can get 2-months free on any paid plan.Learn more & sign up at shortcut.com/elcSHOW NOTES:How Bridget lead a real estate tech org through a pandemic & tumultuous housing market (1:05)COVID-19's impact on the healthcare tech space (2:02)How to adapt product strategy based on customer patterns (5:02)Leading with transparency & decisiveness in uncertain times (7:20)Redfin's transition to digitizing traditionally in-person experiences (10:58)The pandemic's unexpected influence on employee mental health & burnout (16:14)How your org can implement a company-wide “no meeting” / wellness week (19:43)Set your org up for faster decision making & implementation (23:52)Challenges & solutions when building out AI/ML home buying products (25:06)Incorporating human needs, desires & perspectives in automated recommendation products (27:40)Engineering best practices for uncovering deeper customer needs (30:06)The inside scoop on modeling an “uncertainty” algorithm (31:12)Prioritization conversations & product strategy at Redfin (34:31)Addressing data bias & systemic racism within product features (36:33)How hiring diversely leads to reduced data bias (39:06)A framework for reducing biased data outputs (40:20)What hiring practices lead to a more diverse team (43:43)How tech orgs can cultivate a culture of inclusivity & diversity (46:08)Rapid fire questions (48:51)

In this episode of The New CISO, Steve is joined again by Dr. Adrian Mayers, VP and CISO at Premera Blue Cross, to dig deeper into his knowledge of insider threat management and intelligence. As an experienced CISO, Dr. Adrian understands the difficulties of a cyber security career. With this in mind, he shares the day-to-day obstacles of the profession and what aspiring CISOs can expect from the job. Listen to the episode to learn more about the pressures CISOs face, the psychology of insider threats, and how to work past life's challenges. Listen to Steve and Dr. Adrian discuss how to get through difficult life hurdles and manage cyber threats: The “Superhero” CISO (1:44) Host Steve Moore reintroduces our guest today, Dr. Adrian Mayers. They acknowledge the stress and pressure a CISO may feel to play a superhero role, stopping every cyber threat. Although no one can prevent every obstacle, Dr. Adrian insists that every CISO must consistently attempt with high motivation to stop every threat that comes your way. Taking A “Bad” Job (5:26) Steve presses Dr. Adrian if someone should ever take a “bad” CISO job.  Dr. Adrian brings up that every CISO needs their eyes wide open with every gig, but that early in your career, you may have to take less than ideal positions in exchange for experience.  The Bad Day Factor (9:53) When asked about his worst day on the job, Dr. Adrian reflects that there is always something you can learn from your most challenging moments.  Insider Threat Management (13:01) Dr. Adrian shares that his affinity for investigating insider threats first developed from his love of video games. After extensive research on counter-intelligence, he understands that specific triggers in people's lives can lead to unattended consequences or malicious intent.  Evaluating The Insider Threat (15:35) Steve questions why an insider psychologically may want to compromise the security of their company.  Dr. Adrian states that every insider who goes against their company has one thing in common: a desire to deviate from the norm. And determining that motivation helps the CISO manage their investigation.  How Far Should The Staff Go (20:46) Dr. Adrian states that your team needs to understand exactly what their doing before talking to vendors or others. By discussing with your team the boundaries for their current investigation, you can gain additional insights that will put everyone on the right path. The “Why” For Education (22:31) Years ago, Dr. Adrian decided to get a doctorate in business administration specializing in international security. He then decided to get additional certificates in the security field. Ultimately, his desire for further education came from his immense curiosity but also was prompted by the grief of losing his daughter. Defining Quality Intel Programs (28:49) “Threat intelligence is full-spectrum intelligence,” according to Dr. Adrian. By leveraging the information from your intel program and applying context around it, every security team should be able to determine the motivation for the threat and paint a more holistic picture.  Surprising Information (32:00) Steve presses Dr. Adrian on the most surprising things he's learned from his background in threat management. Dr. Adrian reflects on the amount of data vacuumed from our adversaries. Another shocking piece is the amount of data our allies gather on the U.S. Though, of course, the reasoning for gathering that information varies. Ph.D. Proud (35:54) Dr. Adrian always puts his doctorate before his name for several reasons.  As a Black man from Canada living and working in the United States, he realized he would experience more hurdles than others in the field. This put him on the path to being better, and getting his education has always put him in the position to thrive. Links mentioned: https://www.premera.com/visitor (Premera Blue Cross)

Mark Borowiecki is a current NHL veteran playing for the Nashville Predators. This was one of our favorite conversations as 'Boro' was an open book about his journey with mental health. Mark is the prime example of what the Speak Your Mind brand is all about, not being afraid to talk to others about your experiences. We know everyone will enjoy! Subscribe to our podcast channel to never miss an episode! Then check out our TorchPro daily sports newsletter, the Morning Blitz, to become a smarter sports fan. Premera Blue Cross, Always in your Corner.

In this episode of The New CISO, Steve is joined by Dr. Adrian Mayers, VP and CISO at Premera Blue Cross, to discuss what to consider when interviewing for CISO positions and how to trust your tech in the security field. Since fifth grade, Dr. Adrian Mayers has had a passion for computers. Now a CISO, he shares the role computers play in a security professional's day-to-day life. Listen to the episode to hear more about Dr. Adrian's advice for aspiring CISOs, the relationship between human behavior and tech, and his thoughts on the transition to automation. Listen to Steve and Dr. Adrian discuss how to find the right security team and solve human problems with technology: Meet Dr. Adrian (1:56) Host Steve Moore introduces our guest today, Dr. Adrian Mayers, who shares a bit about his life before Premera Blue Cross and his childhood interest in computers. The Power of Story-telling (5:43) Dr. Adrian explains his love of narrative-based gaming and how escapism provides relief after difficult work days. He also shares how video games give him strategy ideas he uses in his current role. The Character of a Leader (8:19) When asked about his characterization of a leader, Dr. Adrian reflects that a leader is someone who has integrity at their core. He expresses the importance of evaluating who you are and ensuring you bring your values into a leadership position. Advice For Aspiring CISOS (9:25) Steve asks Dr. Adrian his advice for those interviewing for CISO positions.  Dr. Adrian shares why you should communicate how security plays into your day-to-day life and ask questions about the team's previous history when tackling security problems. The main thing is to be comfortable with who's in front of you because you would build relationships with this team if offered the position. Looking For Your Next Position (16:08) There are different considerations if you're courting a government position than evaluating a job at a start-up company. Ultimately, it depends on each security company's process and context when navigating the interview stages. Solving Human Problems (18:25) Steve asks Dr. Adrian about his thoughts on tech solving human problems.  Dr. Adrian reminds the listeners not to get so wrapped in the technology that they forget what they're trying to do: tackle human problems. Ultimately, tech helps CISOs do this work, but focusing on the human elements will keep you centered and effective. Not Trusting The Tech (21:44) Dr. Adrian recognizes that many security professionals wonder if they can trust data platforms versus the insights of actual human beings.  He also understands that there is a difference between installing programs and implementing them. Overall, if you take the time to understand the tools, you can see how tech makes effective security decisions regarding human problems. Defending Automation (26:27) Steve presses Dr. Adrian on ways to convince security professionals to automate low-level tasks.  Dr. Adrian assures the listeners that these changes are being made daily in the security field. By clarifying to security professionals that they will not be replaced by automation but will have more space for high-level problem-solving, the transition will be easier for teams to accept. The Definition of Good (29:49) Dr. Adrian explains that the definition of “good” for security programs stems from people. If security professionals have a sense of purpose to show up every day and learn how to use the tech, then that is the measure of a quality program. If you build a dialogue with your security team and understand their concerns and issues, they will have a sense of ease when moving in a technological direction. Final Advice (38:45) To Dr. Adrian, the most vital thing when interviewing for a CISO position is always to do your homework. If you are clear about your experience and how you can benefit the security team, you will be able to communicate why you are suitable...

Ryan "Bugsy" Malone spent over a decade in the NHL (Penguins, Lightning, Rangers) and currently plays in the new 3ICE hockey league. The group chats about Bugsy's ups and downs of his NHL career, post-career endeavors, his tattoo game and lots more great info for athletes and beyond pertaining to mental health! Subscribe to our podcast channel to never miss an episode. Watch our 3ICE "Inside The Glass Series" on the TorchPro YouTube channel. Premera Blue Cross, Always in your Corner.

Eberle was an NHL All-Star this past season playing for the Seattle Kraken in their inaugural season alongside our co-host Riley Sheahan. In this episode the group talks about his NHL career and being a part of the expansion draft, his epic World Junior performances, the importance of family, his appreciation for music and the mental aspects of playing in the NHL. Subscribe to our podcast channel to never miss an episode! Then head to TorchPro.com for more all-access content with pro athletes. Watch the full interview and subscribe to our YouTube channel here. Premera Blue Cross, Always in your Corner.

In my conversation with Curtis Kopf, the Chief Experience Officer at REI, we discuss thought processes and strategies that go into navigating successful CX transformations. Curtis is a seasoned leader and CX practitioner who's worked across a few different industries during his career. He has spent time at Amazon in the early 2000s, Microsoft, Alaska Airlines, and Premera Blue Cross. Curtis definitely knows a thing or two about how to develop a customer-first strategy.

Jeff Roe has been CEO at Premera Blue Cross for 24 years. Prior to Premera Blue Cross, Jeff served as a president at Safeco, then served as president and CEO of LifeWise health plan of Washington. Premier Blue Cross is the largest health plan insurance provider in the pacific northwest, serving more than two million people.How did Jeff Roe turn around a business unit that was bleeding money to a profitable division at Premera Blue Cross. Which key processes and tech improvement allowed Premera Blue Cross to reach a growth rate of 60%How can customer experience can be better served through communication, transparency, and simplicity. How technology is now core and essential to the success of insurance businesses. 

In this episode, we sit down with Jeff Roe, CEO of Premera Blue Cross.  Employing over 3,200 people, Premera Blue Cross is the largest health plan insurance provider in the Pacific Northwest, serving more than 2 million people.  Jeff grew up in Bellevue, WA and had an early interest in politics growing up.  His curiosity and enjoyment of politics led him down a route of working in politics after graduating from the University of Washington.  He worked for a U.S. Senator based in Washington named Slade Gorton; his first job being his driver.  After working his way up and gaining more responsibility in Washington DC, he pivoted to the private sector when he got an offer to return to the Pacific Northwest and help run a public affairs consulting company.  One of their clients was Blue Cross and he eventually jumped into the insurance industry. For the past 24 years of his career, Jeff has been a key leader in the insurance industry.Listen in to hear about how and why Jeff made career shifts from politics to public affairs to insurance.  Also gain insight to why role models can be so critical to your career development, and what advice Jeff has for those who aspire to climb the corporate ladder.

Co-host Alexandra Archer interviews Steven Carleton, the Vice President of Customer Experience at Premera Blue Cross, on how he is approaching the overall customer experience in the medical insurance industry. Steven has been working hard to improve the user experience at every level, and he's in the middle of developing a company culture that is accepting of “not always knowing the answers.” Coming from a tech background, Steven is excited for the new opportunities and challenges ahead. Find out more in this week's episode.What You'll Learn:The difference between working in a tech environment vs. medical insurance.How to create a company culture that's open and curious.A bigger overview of some of the missing pieces in customer experience, and how to bridge that gap.Employee engagement and why a purpose-driven approach matters.Key Takeaways:What lessons has Steven brought from working in tech to healthcare? [2:20]Steven wants to create a culture where it's okay to not know all the answers. It's okay to ask others for help, and to source new information from outside sources. [3:35]How has member feedback helped transform Premera? [5:30]Steven shares how he is currently measuring the success of incorporating new member feedback and where he sees the company going in the future. [8:20]Steven shares his approach on how he plans to expand this model beyond his direct members to satisfy users and employers. [13:25]Right now, Steven has identified key gaps where he can improve the customer experience and he's working diligently to close those gaps so that everyone involved, from the insurance broker to the provider, has a good experience. [15:45]How does Steven plan to turn traditional systems and processes into a purpose-driven endeavor? [20:00]It's important that Steven's employees are engaged and aware of their impact on this industry. If you don't have engaged people, everything falls apart. [24:00]Continue on Your Journey:Medallia.comPremera.comSteven on LinkedIn

Steven Carleton, VP of Customer Experience for Premera Blue Cross and Bradley Kruger, System Vice President - Patient Experience and Global & Executive Health, join Tom & Bob for a discussion about their presentations at the CXM 360 event. 

Today, monoclonal antibody therapeutic treatment can serve as a short-term boost to the immune system to help the body fight against COVID-19, but locally, it's in short supply. We'll also be talking about the latest news on the agreement between Confluence Health and Premera Blue Cross, as well as The Chelan County PUD's announced that Kirk Hudson has been named as the district's next general manager. Learn more at wenatcheeworld.com Support the show: https://www.wenatcheeworld.com/site/forms/subscription_services/ See omnystudio.com/listener for privacy information.

We heard it again a few weeks back.  Big Tech is pulling back from healthcare, it's just too hard for them.  Do we really believe that?What if I asked a healthcare company to build out a next day delivery service for just about everything that exists on the planet, think they would be successful?  Are we really smarter than big tech because we are an entrenched incumbent in one of the most complex labyrinths of payment models, special interests, and regulatory requirements.  Probably not, we just have a map of the mine field.  And so they persist.  FTANow, Amazon is looking to bring both telehealth and in-person care to Philadelphia, Chicago, Dallas and Boston in 2021, people familiar with the deal told Insider.Additionally, the company plans to bring in-person Amazon Care to 16 cities in 2022.In July, Insider reported that Amazon Care approached several big health insurers in an effort to expand coverage of its services. The healthcare venture reportedly talked to Aetna, Premera Blue Cross and Blue Cross Blue Shield of Massachusetts.Securing health insurance coverage or joining an insurer's network would be a big step for Amazon Care, as it would allow the company to expand services to more companies and patients. It would allow insured people to use Amazon Care as they would any other in-network provider.-----Persistence, Intelligence and an amazing amount of money to work with.  They will eventually break through.#healthcare #healthIT #cio #cmio #chime #himsshttps://www.businessinsider.com/amazon-care-healthcare-20-major-us-cities-2022-2021-9

Good Morning it's Saturday August 7th,, and this is The Wenatchee World's newest podcast, Slices of Wenatchee. We're excited to bring you a closer look at one of our top stories and other announcements every Tuesday, Thursday, and Saturday.    Today - The city of East Wenatchee is in good financial shape, according to its latest financial report. According to the presentation to the City Council earlier this week, the city's cash balances for all funds at the end of June were at $11.2 million.   Before we jump in, we're excited to let you know that Wenatchee Wine & Food Fest is back this year on August 28th at the Town Toyota Center! Ticket holders will get a chance to sample small pours of amazing local wines, local ciders and beers… and of course, enjoy tasty bites from area restaurants and caterers.   Make sure to get tickets in advance! We'll see you there!   Now our feature story...   The city of East Wenatchee is in good financial shape, according to its latest financial report.   The report, which compares revenue and expenditures from June 2021 to June 2020, paints a positive picture of the city's finances.   East Wenatchee Finance Director Josh DeLay said that they're in a great financial position. It'll allow Wenatchee to continue to upgrade and modernize city infrastructure.    DeLay noted that people can expect to see increases in expenditures in the next few years for these upgrades, but these are all planned and that's the reason why cities build up their fund balances.   During a presentation of the financial report to the City Council on Tuesday night, DeLay said the city's cash balances for all funds at the end of June were at $11.2 million.   He explained that he doesn't think the city has ever been over $10 million.    A lot of that increase is thanks to $1.5 million in federal American Rescue Plan funds, but tax revenues have also contributed.   So in all, DeLay had a positive outlook on tax revenues during his City Council presentation.   He said sales tax is up 24.1% from last year, which is incredible. The numbers are just rolling in.   Gambling taxes are also up - 104% from last year.    Revenue from operating funds is up 59% compared to June 2020 and non-operation funds increased by 38%.    The revenue increase is more than just recovery from the pandemic. Operating funds revenue in June 2020 also increased from the previous year. Non-operating funds revenue did too - it rose by a whopping 722.42%.   DeLay said the increases are a combination of what appears to be a recovery from the pandemic, federal dollars received for the American Rescue Plan and a limited tax general obligation bond the city took out for capital purchases and improvements.   To read more on this story visit us at wenatcheeworld.com   Also,    Local artist Dan McConnell will have an exhibit displayed in the Pybus Market Board Room through August. So check it out!   The show, which is called Images in Grids, pulls together a variety of topics, dating back to watercolor paintings that McConnell painted in the 1970s. The show's name references McConnell's process when he was fresh out of college and would paint with watercolors and draw using an underlayment of gridded pencil drawings. Several of the pieces of art in the exhibit were created with this method.   Among the art pieces on display are Giclee prints, graphic novel page prints and original watercolors as well as original graphic novel pages.   McConnell will also have several bowls that depict presidents as caricatures.   The show will be open from 8 a.m. to 1 p.m. on Saturdays, and from 10 a.m. to 2 p.m. on Sundays.   Before we continue, a special thanks to our friends and sponsors at Confluence Health. The team at Confluence Health is grateful for the trust the community puts in them every single day. They are diligently working to improve the health and quality of life for our friends and neighbors. They are Grateful | They are Confluence Health.  Learn more by visiting them at ConfluenceHealth.com   Next,    Over 36,000 patients with Premera Blue Cross health insurance will be considered out-of-network with Confluence Health in February of 2022… that is unless the two sides settle a price dispute before then.   Confluence Health began negotiations back in April by informing Premera that they would not renew their contract. Why? Because of disagreements about Premera's pay rate.   Dr. Peter Rutherford, Confluence Health CEO explained that Health insurance contracts typically last between two to three years. And after months of negotiations, there was no real progress.   But David Condon, Premera vice president of Eastern Washington, doesn't believe that negotiations are at an impasse.   He said that they still have quite a ways on the runway, and they really do believe that they can come to an agreement. They want Confluence to come back to the table - it's in the best interest of members and for the community.   Still, Confluence Health says the issue is that Premera refuses to a pay rate consistent with other commercial insurance payers in the market.   For now, Confluence Health is not allowed to discuss any details of the contract, but Premera is the outlier among the many commercial insurers Confluence Health works with.   What we do know is that in 2020, Premera paid Confluence Health $167 million in claims, up from $160 million in 2019. The increase is attributed to rising hospital costs.   And if Confluence Health does not renew the contract, more than 36,000 patients across North Central Washington will be “out-of-network” which could mean higher deductibles and other fees for patients.   These Premera-affiliated health insurance providers will also be “out-of-network” or affected in some way starting in February of 2022…. LifeWise, Blue Cross Blue Shield, Regence Blue Shield, and Uniform Medical Plan.   Read our full story on this at wenatcheeworld.com   Now, some history…   Did you know the three lakes golf course was proposed in 1951? The course went through a number of fundraising efforts to put together the money needed to hit the links including a land donation from Harold Weed, a non-profit stock offering for $25,000, and a charity tournament with Bing Crosby and US amateur champion, Jack Westland. Originally only 9 holes and relying on volunteer labor, the early players had to go around twice to complete a full round.   Thanks for listening. Today's episode is brought to you by Equilus Group, Inc- Building Your Financial Success. Learn more at Equilusfinancial.com   The Wenatchee World has been engaging, informing and inspiring North Central Washington Communities since 1905. We encourage you to subscribe today to keep your heart and mind connected to what matters most in North Central Washington. Thank you for starting your morning with us and don't forget to tune in again on Tuesday! Support the show: https://www.wenatcheeworld.com/site/forms/subscription_services/ See omnystudio.com/listener for privacy information.

Amazon made headlines at the height of the pandemic for developing its own COVID-19 testing system for its workers. The same test is now available to the public for $40. You can order the test on Amazon.com, take it at home and ship it to Amazon to get your results.  So what is it like to take Amazon's COVID test? We decided to find out. On this episode, GeekWire reporter Charlotte Schubert goes hands-on with Amazon's COVID-19 test, adding to our understanding of the tech giant's emerging health initiatives. We also hear from an expert in the field, Jerry Cangelosi, a University of Washington professor who has studied the effectiveness of these types of self-administered COVID-19 tests.  Read more in this GeekWire story. Thanks to the sponsor of Health Tech Season 5, Premera Blue Cross. See omnystudio.com/listener for privacy information.

Featured This Episode #72 John Williamson, M.S., CCC-SLP Owner, Lead Therapist at the Social Skills Laboratory, PLLC www.SocialSkillsLab.com 206-372-5490 John@SocialSkillsLab.com John Williamson has extensive experience working with children across a wide age range with a variety of communication-related challenges. Previously, he worked at Lakeside Center for Autism and Neurodevelopment (now I-CAN) and at Children's Institute for Learning Differences (CHILD) before starting his own private practice. He is originally from Washington State and received his master's degree in Clinical Speech-Language Pathology from Northern Arizona University before moving back to the Pacific Northwest. He also has a Certificate of Clinical Competency from the American Speech-Hearing Association (ASHA). He operates via a home visits model while also providing virtual teletherapy options. He has both individual speech therapy sessions and a variety of Friendship/Social Skills Groups available. John Williamson also offers parent coaching, autism screenings, teletherapy training for other providers/schools, and a variety of other consultative-type services. At this time, John Williamson is contracted with Premera Blue Cross insurance for individual speech therapy sessions and is happy to provide detailed session invoices so that families may seek potential reimbursement from other insurance companies. He also accepts most HSA/FSA cards. This episode is transcribed via OTTER.AI & will be available at autisminactionpodcast.com Please visit autisminactionpodcast.com for more information. Find us on social media at https://www.facebook.com/AUTISMINACTIONPODCAST/ JOIN OUR FB GROUP at https://www.facebook.com/groups/2433480950016553 Instagram is our Jam at https://www.instagram.com/autisminactionpodcast/ YouTube https://www.youtube.com/channel/UCIVxtEr2KYi3jVEKq_P7_3Q --- Send in a voice message: https://anchor.fm/autisminaction/message Support this podcast: https://anchor.fm/autisminaction/support

Steven Carleton joins Tom and Bob on the show to discuss his evolving career in customer experience management, including the creation of the CX function at eBay, and the lessons he has learned along the way. 

Did you get really sick in the first few months of the year? Do you wonder if it was COVID-19? You're not alone.  On the Season 5 premiere of the GeekWire Health Tech Podcast, we revisit the early days of the pandemic in an effort to figure out a mysterious illness, with help from experts at the University of Washington, Fred Hutchinson Cancer Research Center and ZoomCare. We come away with a deeper understanding of the nuances of COVID-19 testing, and insights into how the outbreak is changing the detection and treatment of disease. Hosted and produced by GeekWire editor Todd Bishop, with guests Dr. Erik Vanderlip, ZoomCare chief medical officer, and Dr. Alex Greninger, an Assistant Professor in the Department of Laboratory Medicine and Pathology at the University of Washington Medical Center. Season 5 of the GeekWire Health Tech Podcast is sponsored by Premera Blue Cross. See omnystudio.com/listener for privacy information.

In this episode, we interview Matthew Neidich, Director of Product Implementation and Partnerships at Premera Blue Cross. Matthew covers Premera's goal to improve healthcare and leverage technology to solve problems and create convenient and cost-effective solutions. He discusses Premera's latest product, which provides a hundred percent free on-demand primary care 24/7 365 days anywhere in the country. Matthew shares insights on having a North Start, looking for opportunities to serve customers better, overcoming the mainstream mindset especially for innovators, and more. This has been a fascinating interview, so please tune in. Click this link for the show notes, transcript, and resources: outcomesrocket.health

Bridget’s career journey begins when she was 5 years old. When her father brought home this brand-new piece of technology called, an apple computer ("apple 2e") She was fascinated with how it worked and her curiosity for computers would continuously grow as she grew older.She went on to study computer science at Harvard University, and did her first job out of college was at this startup called Plumtree Software, where she would be given lots of responsibility early on in her career, and where she developed many meaningful relationships. One of the people at Plumtree was Glenn Kelman, who was then Plumtree's co-founder, and now is Redfin's CEO (we've had him on the show before as well).9 years after leaving Plumtree, Bridget joined Redfin after working several different jobs at different companies. During her childhood, Bridget had moved around a lot growing up, so she has a strong connection to Redfin’s mission of helping regular people buy and sell homes. Ever since she joined Redfin in 2011, she constantly feels like she’s working on new and exciting projects that she finds meaning in. Today, Bridget manages a team of more than 200 engineers at Redfin, serves on the board of Premera Blue Cross, has been awarded many awards, some of which include: 50 Most Powerful Women in Tech (National Diversity Council), Women of Valor 2018 (awarded by U.S. Senator Maria Cantwell), Inman Real Estate Influencers of 2017, 40 under 40 (Puget Sound Business Journal), Leadership in Innovation and Technology: Innovator Award (Puget Sound Business Journal).

A new report shows only half of Healthcare Providers are meeting NIST Standards, Premera Blue Cross pays a hefty fine to the Office of Civil Rights, and more details on October's Paubox SECURE@ Home Virtual Conference...it's free to join the conference.

Dr. K returns to the payer side with Senior Vice President, Provider Strategy and Solutions for Premera Blue Cross, Lee McGrath. Lee discusses the payers space and how they view value and how specialists can participate in value-based care. To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play HealthcareNOW Radio”. 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/

Suzanne Delbanco chats with Rick Abbott, VP of Product and Market Solutions at Premera Blue Cross. Premera Blue Cross is a health plan in the Pacific Northwest, serving about 2.2 million members with customers ranging from large tech companies to family-owned grocery stores. Suzanne and Rick discuss if narrow networks, also known as high-performance networks, represent a viable way to lower prices in the employer-sponsored health insurance market. Historically, employers have demanded broad access PPO networks that include the vast majority of providers and hospitals in their region. This trend has somewhat impeded health plans from using their volume to negotiate steeper discounts from providers. Rick describes how creating narrow networks based on provider quality provides a real opportunity to lower costs by both reducing wasteful spending on unnecessary or harmful care and by negotiating discounts from higher-quality providers in exchange for higher volumes of patients. Suzanne and Rick also discuss the opportunities and obstacles for employers interested in pursuing alternatives to the incumbent health plans, like alternative third party administrators or group purchasing initiatives. Rick points to Premera’s 85-year history as an important value-add for customers, allowing the health plan to implement strategic initiatives at scale. For instance, Premera Blue Cross recently launched a “virtual-first” health plan that allows members to designate a virtual network of providers as their primary care providers.

Headquartered in Washington state, Premera Blue Cross provides innovative wellness and prevention, disease management, and patient safety programs for approximately 2 million people. To stay on top of evolving healthcare trends, Premera needed to modernize an 83-year-old workplace culture and employees had begun adopting Microsoft 365 virtual collaboration tools when COVID-19 triggered a pivot to remote work.  Jared Spataro talks with JT Perry, VP of Business Transformation at Premera Blue Cross, to talk about taking care of members and employees in a crisis. Find out more about Premera Blue Cross on Twitter, Facebook, and LinkedIn. Click here for transcript of this episode. Watch the video: Microsoft Fireside Chat | Premera Blue Cross Modern Workplace links: Microsoft Together Microsoft Teams Blog Microsoft 365 blog Microsoft Tech Community COVID-19 Business Resource Center Learn more about Modern Workplace Start your digital transformation now The Future of Work Explore tech for the modern workplace Listen and Subscribe to Modern Workplace at http://modernworkplace.mpsn.libsynpro.com/ Listen and subscribe to other Microsoft podcasts at aka.ms/microsoft/podcasts

Todd R. v. Premera Blue Cross Blue Shield

In Episode #023 of CrisisCast 2020 | Laura Prisc Coach and strategic thinker Laura Prisc. A woman who loves a meaningful conversation… I spoke with Laura back on the 24th of April, fairly early on in the lockdown. Laura gave me her view of life in West Virginia, USA, and shared her feelings on leadership, community, reflection and why short bursts of creativity will help keeps us all sane.  My Guest: Laura Prisc is The Most Trusted Authority on Conscious Leadership for High-Performance Organizations. For more than 20 years, she's worked side-by-side with leaders at all levels in organizations of every size imaginable, from one-location operations through the full continuum of multi-site global organizations. As a keen observer of human nature, Laura has always been fascinated by people and has sought to understand how they think and why they do what they do. This has served her—and many others—very well in the area of navigating the people-related challenges within business organizations. Laura finds that there are people in many organizations who seem to be functioning on autopilot rather than actually thinking about what they are doing and the impact of their actions on the business. They have talent and expertise, yet they don’t appear to be bringing it to their work. In her book, Conscious Leadership®: Are Your Leaders Wide Awake? Laura dispels common myths about leadership and motivation while demonstrating the tools she uses to allow her clients to see self and others more clearly—to recognize, understand, and acknowledge each individual’s unique strengths, styles, and preferences. Laura has made it her mission to help leaders in business view leadership and team-building holistically, thereby allowing them to engage everyone within an organization optimally. Laura's previous experience includes positions held at Constellium Global Aerospace, and Longview Fibre Paper and Packaging, Inc., TreeTop, and Premera Blue Cross. She is a member of the John Maxwell Team and holds several professional certifications. Laura holds a Master's Degree in Communication/Leadership and a Bachelor's Degree in Organizational and Mass Communication from Eastern Washington University. Discover… Why stepping back is so important right now • How reflection will help you move through this • How to stay sane through a crisis Connect with Laura Laura on LinkedIn Laura’s website Feeling Pod-Curious? Maybe it’s time to start your own Podcast? Discover the 7 steps we use to help publish over 2000 podcasts each month! Pod-Star is a free guide that will help you to get clear on how podcasting can help you, even if you… Aren’t a ‘No. 1 best selling author' You Don’t much like the sound of your own voice You Find the idea of the tech and recording process daunting Get Pod-Star Now  

On this episode of the podcast, we had Torben Nielsen on as a guest. Torben is the CEO of Zoom+Care. Previously, he was the SVP of Business Transformation at PeaceHealth, the VP of Innovation & Strategic Investments at Premera Blue Cross & a Co-Founder at HealthSparq. On this episode, we discussed: - How Zoom+Care is much more 21st century? - Same-day appointments - How 80-90% of all customers see a provider in less than 24 hours? - Having 95-97% of visits starting on time - Having their own pharmacy - Torben's background - What's next? - ...and much more! COVID-19: ZOOM+Care Now Offering COVID-19 Antibody Tests WORD FROM OUR SPONSOR: Our sponsor for this episode is BlocHealth. BlocHealth is unlocking healthcare professional data, making it easily shareable. They have created a credential sharing platform for healthcare professionals and organizations, powered by blockchain technology and their smart, universal common application. They make it easy for healthcare professionals to request, upload, and share important credentialing items with various stakeholders, saving time for everyone involved. Healthcare organizations can leverage BlocHealth's credential verification and provider enrollment services as well, through their 'virtual' credentialing offering. For more information, please go to www.blochealth.com and be sure to follow BlocHealth on social media - @blochealth To learn more about Zoom+Care, please use the links below: -Website - Facebook - LinkedIn - Instagram - Twitter - Torben's LinkedIn Also, be sure to follow Slice of Healthcare on our social channels: - Website - Facebook - LinkedIn - Instagram

Do you have ideas on how to make Alaska healthcare costs lower and more efficient? If so, Halle Showalter Salas would love to hear from you. Halle's role is to identify opportunities that reduce the friction and barriers that plague the healthcare system. Technology advancements in machine learning, voice recognition, artificial intelligence, data integration and cloud services have accelerated these kinds of disruption in healthcare, and Premera is leaning in to this, experimenting with innovative care delivery There is a long way to go to make healthcare work better, but Halle Showater Salas ise committed to making this happen. We join her on stage during the Health care track. See the presentation Learn more at www.accelerateak.com & www.acceleratearctic.com  

Today's guest is Samantha Rund.Samantha is an actress and stand-up comedian based out of Seattle. She studied theatre at Northwestern, and got a Masters in Acting from UW. Samantha has performed at multiple comedy festivals in California, as well as being a finalist for best supporting actress in the international movie awards and LA’s Top 10 annual one minute monologue contest. Recently, Samantha can be seen playing a doctor and therapist in the Premera Blue Cross commercials featuring the Seattle Sounders. Outside of work, Samantha lives with her half-Asian/ half-regular boyfriend Mike Devore, and their dog Milo. Both Mike and Milo are overweight. Follow the Pod: @fandfpodFor all content go to adamtillercomedy.comIntro Music: Travis Thompson, "End of the World"Outro Music: Jaga, ".wavpool"Instrumental Break: @tirey

The Creative Brief is the blueprint of a marketing communications effort. It provides guidance and vision for all the disciplines required to construct a successful integrated campaign—Research, Strategy, Account Management, Creative, Media, Production, PR, Social, Search, and Experiential. Unfortunately, most briefs are poorly crafted, overly long and often ignored. An effective brief, by contrast, inspires collaborative excellence among all involved in the process. In an era when brands bring together multiple agencies to execute an integrated campaign, clear and effective Creative Briefs are more important than ever. ----more---- About Michael Lynch's guest: Jim Copacino is Co-Founder and Chief Creative Officer of Copacino+Fujikado in Seattle He began his career in New York at DDB and Young & Rubicam, before moving west to Chiat/Day Seattle. He subsequently served as Creative Director at Cole & Weber and McCann-Erickson before co-founding Copacino+Fujikado in 1998. C+F has created high-impact campaigns for many regional and national brands including the Seattle Mariners, Holland America Line Cruises, Ste. Michelle Wine Estates, REI, Premera Blue Cross, Visit Seattle, and the Seattle Aquarium. In 2013, C+F was named an Advertising Age Agency of the Year for the Northwest region. Spanning nearly four decades, Jim’s work has been recognized in every major advertising creative competition, including the Cannes Advertising Festival, The One Show, The Clio Awards, Communication Arts, the New York Art Directors and The OBIE awards. Jim has also received lifetime achievement honors from three different organizations—the American Marketing Association, the American Advertising Federation and Marketing magazine. A graduate of Ohio University, he currently serves on the Board of Trustees of the Seattle Repertory Theatre and the advisory board of Seattle Children’s Research Institute.  __________________________________________ WVU Marketing Communications Today is hosted by Michael Lynch from West Virginia University which is a program on the Funnel Radio Channel.     

Richard Roux, MD hosts the Orthopod Podcast live from the SwiftPath Forum. Shawn West, MD, Medical Director for Premera Blue Cross of Washington and Alaska, joins the show. They discuss value-based care and the major entities at play.

Artificial intelligence is at the center of many technology discussions today, and perhaps nowhere are the implications more meaningful than in the world of health care. So where is AI making an impact in health? What does the future bring, and how should healthcare providers and technologists get ready? On the Season 4 premiere of GeekWire's Health Tech Podcast, we address all of those questions with three guests, Linda Hand, CEO of Cardinal Analytx, Colt Courtright who leads Corporate Data & Analytics at Premera Blue Cross, and Dr. David Rhew, Microsoft’s chief medical officer and vice president of healthcare. This episode was recorded on location at the dotBlue conference in Seattle, hosted by our returning sponsor of the show, Premera Blue Cross.

Bob helps us understand the great value in Conflict Resilience — the capacity to be quite uncomfortable and still generously listen to others and authentically share our own viewpoint. How to Contact Bob Website: www.bobbordone.com Email: bob@bobbordone.com Twitter: @bobbordone More about Bob ROBERT C. BORDONE is the Thaddeus R. Beal Clinical Professor of Law at Harvard Law School and the founder of the Harvard Negotiation & Mediation Clinical Program. He teaches several courses at Harvard Law School including the school’s flagship Negotiation Workshop. Bob also teaches in the Harvard Negotiation Institute and the Harvard Program on Negotiation’s Negotiation and Leadership Executive Education seminars. From 2001 through 2005 he was an Adjunct Professor of Law at Georgetown University Law Center. In 2006–2007 he was a Visiting Assistant Professor of Law at Georgetown University Law Center. In 2007, Bob received The Albert Sacks-Paul Freund Teaching Award at Harvard Law School, presented annually to a member of the Harvard Law School faculty for teaching excellence, mentorship of students, and general contributions to the life of the Law School. In 2010 the International Institute for Conflict Prevention and Resolution (CPR) awarded Bob its Problem Solving in the Law School Curriculum Award for his innovative work in creating and building the Harvard Negotiation and Mediation Clinical Program. In 2012, 2013, 2016, and 2017, Bob was selected by the graduating class as one of four Harvard Law School faculty members to deliver a “Last Lecture” to the class prior to graduation. Bob’s research interests include the assessment, reform, design, and implementation of dispute handling systems and developing and testing methods of effective public dialogue on issues that cut to the core of identity, meaning, belonging, and belief. Bob is the co-author of two books: Designing Systems and Processes for Managing Disputes, 2d. Edition (Wolters-Kluwer, 2019) and The Handbook of Dispute Resolution (Jossey-Bass, 2005). The Handbook of Dispute Resolution. He has also published articles in leading dispute resolution journals including the HARVARD NEGOTIATION LAW REVIEW, the OHIO STATE JOURNAL ON DISPUTE RESOLUTION, the JOURNAL OF DISPUTE RESOLUTION, NEGOTIATION BRIEFINGS, DISPUTE RESOLUTION MAGAZINE, and NEGOTIATION JOURNAL. Bob’s writing and commentary have appeared in various print and broadcast media outlets including THE BOSTON GLOBE, THE WASHINGTON POST, THE LOS ANGELES TIMES, THE CHICAGO TRIBUNE, AMERICA, CNN’S Situation Room, and BBC Radio. As a professional facilitator and conflict resolution consultant, Bob works with individual, non-profit, governmental, and corporate clients across many sectors. He specializes in assisting individuals and groups seeking to manage conflicts in highly sensitive, emotional, or difficult situations. His corporate clients have included Premera Blue Cross, Health Net, Gap, Inc., Fidelity Investments, Nestlé, Coca-Cola, Delta Air Lines, Exelon, and Microsoft. In addition, he has worked on projects with nonprofit, educational, governmental and cultural institutions such as the Boston Symphony Orchestra, Massachusetts General Hospital, Dartmouth College, the Swiss Foreign Ministry, the U.S. Department of Justice, the United Way, the International Criminal Court at The Hague, Seeds of Peace, and the Vienna School of Economics and Business Administration. He has also taught negotiation to attorneys at the United States Environmental Protection Agency, the American Academy of Matrimonial Lawyers, the National Association of Realtors, and the international law firms of Weil, Gotshal, & Manges, LLP, Freshfields, Braukhaus, & Deringer, Crowell & Moring, LLP, Shearman & Sterling, LLP, and Clifford Chance, LLP. Bob has served on a variety of advisory boards that include the Dartmouth College Center for Social Impact and the Harvard Law School Mediation Program.

Bob helps us understand the great value in Conflict Resilience — the capacity to be quite uncomfortable and still generously listen to others and authentically share our own viewpoint. How to Contact Bob Website: www.bobbordone.com Email: bob@bobbordone.com Twitter: @bobbordone More about Bob ROBERT C. BORDONE is the Thaddeus R. Beal Clinical Professor of Law at Harvard Law School and the founder of the Harvard Negotiation & Mediation Clinical Program. He teaches several courses at Harvard Law School including the school’s flagship Negotiation Workshop. Bob also teaches in the Harvard Negotiation Institute and the Harvard Program on Negotiation’s Negotiation and Leadership Executive Education seminars. From 2001 through 2005 he was an Adjunct Professor of Law at Georgetown University Law Center. In 2006–2007 he was a Visiting Assistant Professor of Law at Georgetown University Law Center. In 2007, Bob received The Albert Sacks-Paul Freund Teaching Award at Harvard Law School, presented annually to a member of the Harvard Law School faculty for teaching excellence, mentorship of students, and general contributions to the life of the Law School. In 2010 the International Institute for Conflict Prevention and Resolution (CPR) awarded Bob its Problem Solving in the Law School Curriculum Award for his innovative work in creating and building the Harvard Negotiation and Mediation Clinical Program. In 2012, 2013, 2016, and 2017, Bob was selected by the graduating class as one of four Harvard Law School faculty members to deliver a “Last Lecture” to the class prior to graduation. Bob’s research interests include the assessment, reform, design, and implementation of dispute handling systems and developing and testing methods of effective public dialogue on issues that cut to the core of identity, meaning, belonging, and belief. Bob is the co-author of two books: Designing Systems and Processes for Managing Disputes, 2d. Edition (Wolters-Kluwer, 2019) and The Handbook of Dispute Resolution (Jossey-Bass, 2005). The Handbook of Dispute Resolution. He has also published articles in leading dispute resolution journals including the HARVARD NEGOTIATION LAW REVIEW, the OHIO STATE JOURNAL ON DISPUTE RESOLUTION, the JOURNAL OF DISPUTE RESOLUTION, NEGOTIATION BRIEFINGS, DISPUTE RESOLUTION MAGAZINE, and NEGOTIATION JOURNAL. Bob’s writing and commentary have appeared in various print and broadcast media outlets including THE BOSTON GLOBE, THE WASHINGTON POST, THE LOS ANGELES TIMES, THE CHICAGO TRIBUNE, AMERICA, CNN’S Situation Room, and BBC Radio. As a professional facilitator and conflict resolution consultant, Bob works with individual, non-profit, governmental, and corporate clients across many sectors. He specializes in assisting individuals and groups seeking to manage conflicts in highly sensitive, emotional, or difficult situations. His corporate clients have included Premera Blue Cross, Health Net, Gap, Inc., Fidelity Investments, Nestlé, Coca-Cola, Delta Air Lines, Exelon, and Microsoft. In addition, he has worked on projects with nonprofit, educational, governmental and cultural institutions such as the Boston Symphony Orchestra, Massachusetts General Hospital, Dartmouth College, the Swiss Foreign Ministry, the U.S. Department of Justice, the United Way, the International Criminal Court at The Hague, Seeds of Peace, and the Vienna School of Economics and Business Administration. He has also taught negotiation to attorneys at the United States Environmental Protection Agency, the American Academy of Matrimonial Lawyers, the National Association of Realtors, and the international law firms of Weil, Gotshal, & Manges, LLP, Freshfields, Braukhaus, & Deringer, Crowell & Moring, LLP, Shearman & Sterling, LLP, and Clifford Chance, LLP. Bob has served on a variety of advisory boards that include the Dartmouth College Center for Social Impact and the Harvard Law School Mediation Program.

The 2109 Industrious at Premera Blue Cross program launches May 1st at Mountlake Terrace, Bothell and Spokane campuses. This year there are multiple class times for Industrious 30 plus an evening yoga class as well.All the details on who the program is for, what you can expect to get out of it and how to register for Premera employees is covered in this episode of Industrious Radio.

Neal Sofian Neal Sofian leads a company that builds conversation bots for the health-care industry. Using algorithms, machine learning, and contextual storytelling, they create complex, customized content on the fly to help people change their health behavior. Neal and I talked about: conversational AI and how conversation bots can create conversations and build relationships how technology that permits the creation of unique compelling content helps people change their behavior their "Mad Libs" model for creating conversational content on the fly the differences between machine learning and AI and how natural language processing relates to these technologies how his background in public health leads to a people-first, behavior-first approach to the tech solutions he works on how establishing conversational context - with concepts like the "vulnerability index," like information about relationships, etc. - drives the tone of the content they deliver the importance of starting conversations by asking questions how his service adds an "engagement layer," making them the concierge that helps you find the info you need to solve your problem - smoking cessation, for example how they protect the privacy of users by giving control of their information to the consumer how some medical content has been diluted by focusing on compliance with HIPAA and other standards, which reduces opportunities to create interesting, compelling content Jamie, their gender-fluid bot whose personality can be programmed to be like your mom, a drill sergeant, coach, mentor, BFF, and whose vocabulary, patience, and how other voice and style choices can be customized for the context how establishing context enables content creators to use vocabulary and deliver content that is appropriate for the exact situation the reader is in how writing to one generic reading level is a relic of old mass communication - now we have "segments of one" with the customization that is possible how storytelling with a narrative customized to the user's needs is superior to generic advice like, "You need to exercise. Here's why." how the conversation itself provides the permission mechanism they need to include third-party information in the profiles from which they derive the context of the conversation the ongoing need for good writers to create compelling content for their "Mad Libs" how to go from "pushing information to creating a conversation and a relationship" "Always start with people." Neal's Bio Neal Sofian is the CEO of tuzag, Inc., a digital, conversational AI health company that has built an "infinite" tailored-content & engagement platform, using conversational AI to drive exponentially greater consumer behavior change. Previously Neal was the Director of Member Engagement at Premera Blue Cross where he was responsible for development strategies to engage the 2.2 million members of Premera in reaching their optimal health. Neal is a noted author and speaker and continues to be acknowledged as one of the true innovators in the world of health behavior change., and the role of personalization and social networking. Neal holds a master's degree in public health from the University of Missouri School of Medicine. He is also a working potter/sculpture and has done stand-up comedy in a vaudeville show. Video Here's the video version of our conversation: https://youtu.be/prCO94A9PMg Transcript Larry: Hi everyone. Welcome to episode number 39 of the Content Strategy Insights podcast. I'm really happy today to have with us Neal Sofian. Neal is the CEO of Tuzag, which is a really interesting company that helps folks do behavior change in the healthcare field. One of the online ... I think the website says they do hyper-personalized content and interactive storytelling to promote health. Is that accurate, Neal? Neal: Yeah, I think it might grow a little bit. You'd almost say now,

Neal Sofian Neal Sofian leads a company that builds conversation bots for the health-care industry. Using algorithms, machine learning, and contextual storytelling, they create complex, customized content on the fly to help people change their health behavior. Neal and I talked about: conversational AI and how conversation bots can create conversations and build relationships how technology that permits the creation of unique compelling content helps people change their behavior their "Mad Libs" model for creating conversational content on the fly the differences between machine learning and AI and how natural language processing relates to these technologies how his background in public health leads to a people-first, behavior-first approach to the tech solutions he works on how establishing conversational context - with concepts like the "vulnerability index," like information about relationships, etc. - drives the tone of the content they deliver the importance of starting conversations by asking questions how his service adds an "engagement layer," making them the concierge that helps you find the info you need to solve your problem - smoking cessation, for example how they protect the privacy of users by giving control of their information to the consumer how some medical content has been diluted by focusing on compliance with HIPAA and other standards, which reduces opportunities to create interesting, compelling content Jamie, their gender-fluid bot whose personality can be programmed to be like your mom, a drill sergeant, coach, mentor, BFF, and whose vocabulary, patience, and how other voice and style choices can be customized for the context how establishing context enables content creators to use vocabulary and deliver content that is appropriate for the exact situation the reader is in how writing to one generic reading level is a relic of old mass communication - now we have "segments of one" with the customization that is possible how storytelling with a narrative customized to the user's needs is superior to generic advice like, "You need to exercise. Here's why." how the conversation itself provides the permission mechanism they need to include third-party information in the profiles from which they derive the context of the conversation the ongoing need for good writers to create compelling content for their "Mad Libs" how to go from "pushing information to creating a conversation and a relationship" "Always start with people." Neal's Bio Neal Sofian is the CEO of tuzag, Inc., a digital, conversational AI health company that has built an "infinite" tailored-content & engagement platform, using conversational AI to drive exponentially greater consumer behavior change. Previously Neal was the Director of Member Engagement at Premera Blue Cross where he was responsible for development strategies to engage the 2.2 million members of Premera in reaching their optimal health. Neal is a noted author and speaker and continues to be acknowledged as one of the true innovators in the world of health behavior change., and the role of personalization and social networking. Neal holds a master's degree in public health from the University of Missouri School of Medicine. He is also a working potter/sculpture and has done stand-up comedy in a vaudeville show. Video Here’s the video version of our conversation: https://youtu.be/prCO94A9PMg Transcript Larry: Hi everyone. Welcome to episode number 39 of the Content Strategy Insights podcast. I'm really happy today to have with us Neal Sofian. Neal is the CEO of Tuzag, which is a really interesting company that helps folks do behavior change in the healthcare field. One of the online ... I think the website says they do hyper-personalized content and interactive storytelling to promote health. Is that accurate, Neal? Neal: Yeah, I think it might grow a little bit. You'd almost say now,

In this episode I talk to Torben Nielsen about creating new products and systems in health insurance. We touch on the tension between insurer's well-founded risk aversion and trying new things, the process of insurance companies working with startups, and how to even know if things are working. Torben runs programs at Premera Blue Cross with both internal teams and external startups to build new products and systems. Premera is one of the largest health insurers in Alaska and the northwest US, so even small changes can impact many people. Torben spent many years working in healthcare and built his tech chops at Xerox and Lego. Much to my chagrin, we spent zero time talking about the latter because of time constraints. His official title is "VP of Innovation" which I do poke at a bit in the podcast. Outtro My major takeaways I'm starting to sound like a broken record on this, but in health insurance, like so many places, the process of creating new products and systems ultimately hinges on the opinion of a few decision makers. Startups trying to work with health insurance providers are often frustrated by the providers' speed. This conversation helped unpack why the providers move slowly and what they're trying to do to change that - I hope it works!   Resources https://www.linkedin.com/in/torbenstubkjaernielsen/ https://twitter.com/TorbenSNielsen https://en.wikipedia.org/wiki/Premera_Blue_Cross https://www.premera.com/Premera-Voices/All-Posts/Healthcare-must-innovate/ Questions What does being a VP of Innovation in a large org do? What are your incentives? Incentives in the system? Who are the players in the process of innovating within healthcare? Why is healthcare slow to change? I assume there must be good reasons. How would you deal with a situation where an innovation challenges the core of the company? Conflicts? Primero test kitchen How do you assess/quantify risks? What are expected ROI timelines? How should startups engage in partnerships in healthcare ecosystem? Hard Question. Are there moral limits on cost per treatment / monopolies to drug therapies? What have innovations in health insurance looked like in the past? Let's talk about the elephant in the room: from the startup world, working with insurance companies is notoriously dangerous because of getting stuck in pilots, Insurance companies are inherently a hedge against risk. Innovation has built in risk. How do you manage this conflict? It makes sense that Where do you see the biggest areas for innovation?

Colt Courtright, Director, Corporate Data & Analytics, Premera Blue Cross speaks with Paddy Padmanabhan, CEO, Damo Consulting Inc. on how they're empowering their members with data and transparency

Colt Courtright, Director, Corporate Data & Analytics, Premera Blue Cross speaks with Paddy Padmanabhan, CEO, Damo Consulting Inc. on how they're empowering their members with data and transparency

1. A score that predicts one year functional status in anti-NMDA receptor encephalitis patients. 2. [What's Trending]: Part 2: Drug pricing and the Institute for Clinical and Economic Review framework. In the first segment, Dr. David Lapides talks with Dr. Ramani Balu about his paper on a score that predicts one year functional status in anti-NMDA receptor encephalitis patients. In the second part of the podcast, you'll hear the the second part of Dr. Gordon Smith's interview with Dr. Steve Pearson on the Institute for Clinical and Economic Review and drug pricing. DISCLOSURES: Dr. David Lapides has served as a consultant for Board Vitals; and has received foundation/society research support from the National Multiple Sclerosis Society Clinical Fellowship. Dr. Ramani Balu has received governmental research support from the National Institutes of Health and the Department of Defense. Dr. A. Gordon Smith has served on the scientific advisory board of the Regenesis Data Monitoring Committee; has served on the editorial boards for Continuum and Annals of Clinical and Translational Neurology; has served as a consultant for Regenesis; has served on the speakers' bureau for Alexion; has received commercial research support from Impeto Medical SAS; and has received governmental research support from the National Institute of Diabetes and Digestive and Kidney Diseases and the National Institute of Neurological Disorders and Stroke. Dr. Steve Pearson's Institute for Clinical and Economic Review has received membership dues from Aetna, Alnylam, America’s Health Insurance Plans (AHIP), Anthem, AstraZeneca, Blue Shield of CA, Cambia Health Solution, CVS, Caremark, Editas, Express Scripts, Genentech, GlaxoSmithKline, Harvard Pilgrim Health Care, Health Care Service Corporation (HCSC), HealthPartners, Johnson & Johnson, Kaiser Permanente, Mallinckrodt Pharmaceuticals, Merck & Co., National Pharmaceutical Council (NPC), Novartis, Premera Blue Cross, Prime Therapeutics, Regeneron, Sanofi, and United Healthcare; and has received foundation/society research support from the Laura and John Arnold Foundation, the California Health Care Foundation, Blue Shield of California Foundation, Kaiser, East Bay Community Foundation, and the Commonwealth Fund.

This episode features highlights from a special event, kicking off Season 3 of GeekWire's Health Podcast, on location at Premera Blue Cross, the sponsor of this new season of the show. The discussion sets the stage for the topics we'll be exploring this season, looking at the many ways technology is changing the healthcare landscape. We're joined by Ranjani Ramamurthy, principal physician scientist at Microsoft, who has a background in both medicine and engineering, as an MD and a computer scientist; Oron Afek, CEO and co-founder at healthcare technology startup Vim; and Robbie Cape, CEO and co-founder of startup 98point6, a Seattle-based entrepreneur who sold his previous company, Cozi, to Time Inc. The discussion is kicked off by John Espinola, executive vice president of healthcare services for Premera Blue Cross.

1. Development and validation of a score to detect paroxysmal atrial fibrillation after stroke. 2. [What's Trending]: Drug pricing and the Institute for Clinical and Economic Review framework. In the first segment, Dr. Andy Southerland talks with Dr. Timo Uphaus about his paper on the development and validation of a score to detect paroxysmal atrial fibrillation after stroke. In the second part of the podcast, Dr. Gordon Smith focuses his interview with Dr. Steve Pearson on the Institute for Clinical and Economic Review and drug pricing. DISCLOSURES: Dr. Southerland has severed on editorial boards for the Journal Neurology and is Section Editor for the Neurology Podcast. Dr. Timo Uphaus reports no disclosures. Dr. A. Gordon Smith has served on the scientific advisory board of the Regenesis Data Monitoring Committee; has served on the editorial boards for Continuum and Annals of Clinical and Translational Neurology; has served as a consultant for Regenesis; has served on the speakers' bureau for Alexion; has received commercial research support from Impeto Medical SAS; and has received governmental research support from the National Institute of Diabetes and Digestive and Kidney Diseases and the National Institute of Neurological Disorders and Stroke. Dr. Steve Pearson's Institute for Clinical and Economic Review has received membership dues from Aetna, Alnylam, America’s Health Insurance Plans (AHIP), Anthem, AstraZeneca, Blue Shield of CA, Cambia Health Solution, CVS, Caremark, Editas, Express Scripts, Genentech, GlaxoSmithKline, Harvard Pilgrim Health Care, Health Care Service Corporation (HCSC), HealthPartners, Johnson & Johnson, Kaiser Permanente, Mallinckrodt Pharmaceuticals, Merck & Co., National Pharmaceutical Council (NPC), Novartis, Premera Blue Cross, Prime Therapeutics, Regeneron, Sanofi, and United Healthcare; and has received foundation/society research support from the Laura and John Arnold Foundation, the California Health Care Foundation, Blue Shield of California Foundation, Kaiser, East Bay Community Foundation, and the Commonwealth Fund.

In this podcast, Tracy Bos, General Manager of Senior Markets at Premera Blue Cross, discusses Premera's recent acquisition of Soundpath Health's Medicare Advantage program contract.

Dr. Hanscom deals with chronic pain patients on a daily basis year after year. After seeing new data that showed patients were worse after surgery Dr. Hanscom decided to look deeper into the issue of pain.  He is no stranger to pain because he too had a horrible pain syndrome with no answers that almost made him take his own life.  He saw first hand how living with pain affected his family and marriage.  He now has hundreds and even thousands of paitents healing their pain by following his amazing work!   Dr. Hanscom believes that each human being has a deep drive to thrive and give back. This force is frequently compromised by chronic pain, which has been documented to have a similar impact on your quality of life as terminal cancer. Life becomes one of survival. Through his own personal ordeal, he discovered that chronic pain is curable by systematically using established medical practices in a self-directed manner. The key is to connect to your own capacity to heal.   Dr. Hanscom is an orthopedic complex spinal deformity surgeon who now understands that most chronic pain from any source is solvable – usually without surgery. He is the creator of the DOC (Direct your Own Care) program, which is the subject of his book, Back in Control: A Surgeon's Roadmap out of Chronic Pain. He also publishes a weekly blog and maintains a website, www.backincontrol.com, to provide resources for chronic pain patients and their families. Dr. Hanscom distinguishes himself from many spine surgeons in that he strongly encourages non-surgical solutions for his patients. Working from his practice at the Swedish Medical Center in Seattle, Washington, Dr. Hanscom witnessed scores of patients recover, usually without surgery. Through these experiences and his own personal victory over a severe chronic condition, he came to understand that chronic pain, rather than being a structural problem, was a neurological condition; and that most chronic pain, whatever the cause, duration, or degree, is solvable.   As patients apply Dr. Hanscom's DOC program (Direct your Own Care), in which they choose and perform activities that have been documented to be effective by extensive medical research, the results are often miraculous. Not only have hundreds of people become pain-free using DOC, many of Dr. Hanscom's surgical patients have opted out of surgery after trying the program for a few weeks. The key to alleviating chronic pain, Dr. Hanscom discovered, is the patient's control of his or her own treatment plan. He didn't always believe this way. He spent the first eight years of his practice willingly performing spinal procedures to cure his patients' discomfort–until research data revealed that the overall success rate for surgery performed for low back pain was less than 30%.   Meanwhile, he was struggling with chronic pain and was suffering from an additional 15 symptoms caused by his stressed nervous system. They included unrelenting anxiety and tinnitus that nearly put him over the edge. He inadvertently discovered an effective (non-surgical) tool that began his path to healing over a mere six months. The experience opened his eyes to the fact that the source of most people's chronic pain was in the nervous system, not the skeletal system.   Determined to raise the odds for successful spine surgeries, Dr. Hanscom began teaching surgical residents and fellows; partnered with his hospital to establish a database that identifies patients who are at a high risk for negative surgical outcomes; founded the Puget Sound Spine Society, of which he is current president; and, as orthopedic consultant to Premera (Blue Cross of Washington), helped establish best practices for orthopedic surgery.   Today Dr. Hanscom's mission is to re-introduce true healing into medicine. He feels that doctors should be given the time to understand their patients and the life situations surrounding their medical problems. Currently, we are prescribing simplistic solutions for a complex problem. Only then will we see far greater success in treating chronic pain and protecting patients from risky and costly surgeries.   Links Mentioned In This Episode   VidalSPEAKS Links Visit Deborah Vidal and subscribe to this podcast! Vidal AMAZON banner-thanks you for using for your shopping. Leave your review of Vidal Speaks podcast Vidal Speaks Facebook Page https://twitter.com/vidalSPEAKS Patreon Vidal Speaks! Guest Info & Website   Dr. Hanscom's BIO http://www.backincontrol.com/about/   Dr. Hanscom's Website: http://www.backincontrol.com/the-4-stages/stage-1-laying-the-foundation/   Dr. Hanscom's Book https://www.amazon.com/s/ref=nb_sb_ss_c_1_12?url=search-alias%3Daps&field-keywords=back+in+control+by+david+hanscom&sprefix=back+in+cont%2Caps%2C202&crid=1HQJTXAQJ6X66     Previous Vidal Speaks episodes with Dr. Hanscom    http://www.vidalspeaks.com/blog/2017/5/24/dr-david-hanscom-md-back-in-control-a-surgeons-roadmap-out-of-chronic-pain-episode-71   http://www.vidalspeaks.com/blog/2017/8/22/dr-david-hanscom-anger-and-forgiveness-episode-84  

Today, Premera Blue Cross and MultiCare announced an alliance that promises a better customer experience while providing the right care at a lower cost through a new product Peak Care. In this podcast, we sit down with Bill Robertson, President and CEO of MultiCare and Dr. John Espinola, Executive Vice President of Healthcare Services for Premera to learn more about how this alliance was formed and what it seeks to accomplish.

Today's intentional performer is Bob Bordone. Bob is the Thaddeus R. Beal Clinical professor of Law at Harvard Law School and the Founding Director of the Harvard Negotiation & Mediation Clinical Program. He teaches several courses at Harvard Law School including the school’s flagship Negotiation Workshop. Bob also teaches in the Harvard Negotiation Institute and the Harvard Program on Negotiation’s Senior Executive Education seminars. As a professional facilitator and conflict resolution consultant, Bob works with individual and corporate clients across a spectrum of industries. He specializes in dispute systems design and in assisting individuals and groups seeking to manage conflicts in highly sensitive, emotional, or difficult situations. His corporate clients have included Premera Blue Cross, Health Net, Gap, Inc., Fidelity Investments, Nestlé, Coca-Cola, Delta Air Lines, Exelon, and Microsoft. In addition, he has worked on projects with nonprofit, educational, governmental and cultural institutions such as the Boston Symphony Orchestra, Massachusetts General Hospital, Princeton Regional Schools, Dartmouth College, Fort Wayne, Indiana Schools, the U.S. Department of Justice, the United Way, the International Criminal Court at The Hague, Seeds of Peace, and the Vienna School of Economics and Business Administration. His resume is obviously impressive, but in this conversation you will get real insight into how Bob sees the world and how he thinks about negotiation. He is authentic and curious. He's a teacher at his core, but he also is a learner. He is constantly searching for how he can impact the world. We get into the art of negotiation, we find out his journey to Harvard, and we learn about how he integrates other fields into his process for negotiation. He believes it's essential to be intentional throughout the negotiation process and he is certainly an intentional performer. Twitter is the best place to connect with Bob so make sure to give him a follow there: @bobbordone. Thanks to Bob for coming on!    

Adam and Jeannie tackle customer experience challenges in many industries with Curtis Kopf, Vice President of Customer Experience for Premera Blue Cross. Behind-the-scenes customer experience challenges A great customer experience is an easy one. But there is often great complexity involved in making those experiences happen. Curtis Kopf has a long history of working with customer-focused organizations that are driven by strong missions. These companies have become leaders in their industries by hiding that complexity, or simplifying internal processes and training programs to remove that complexity from the equation altogether. For many companies, the challenge is not so much about understanding their customers as it is about executing the actual solutions to their challenges. We often feel powerless to neutralize known pain points due to internal processes, industry regulations, legal obligations and safety practices. Sometimes the best improvements come from pushing those perceived limitations and even finding creative ways to work with external agencies that are closely tied to the experience. Curtis explains some of the innovative ways Premera, Amazon and Alaska Airlines have created viable customer experience solutions that were previously considered impossible. Would you like the inside scoop on how these companies have set industry standards with the incredible experiences they create? Listen in! About our guest Curtis Kopf is Vice President of Customer Experience for Premera Blue Cross. Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences.at Alaska Airlines, Microsoft and Amazon.com. As Vice President of Customer Innovation for Alaska Airlines, Curtis built award-winning mobile apps and customer feedback programs, as well as pioneered such innovations as online bag-tags and the use of biometrics. Future Travel Experience named Curtis in June as one of 25 global innovation leaders in the airline industry and Alaska’s mobile app was named by Fortune as the best travel app in America in 2015. Curtis has held a variety of leadership roles in his career - from serving as Amazon’s first General Manager in the UK to developing curriculum and teaching at the UW’s Mobile Business Strategy Certificate Program. He has an undergraduate degree in English from Brown University and a master’s degree in writing from Johns Hopkins. He is Vice Chairman of the Big Brothers Big Sisters of Puget Sound Board. Connect with Curtis Twitter LinkedIn Related Content Customers That Stick® Post, Customer Experience: At the Edge of a New Discipline 360Connext® post, 3 Ways to Add Magic to your Customer Service Training Episode 123: CXPA Live, Regulated Industry Challenges Episode 039: Does Employee Empowerment Work?   Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Braden Kelley is an experienced innovation and change speaker, trainer, and digital transformation strategist. He specializes in building cultures of continuous and accelerating innovation and change. He is the author of "Stoking Your Innovation Bonfire" and "Charting Change", and has been advising companies on how to increase their revenue and cut their costs since 1996. Braden writes frequently on the topic of continuous innovation and works with clients to create innovative strategies, organizational change, digital transformation, and improved organizational performance. Braden is passionate about innovation and has published more than 650 articles for online publications. In his spare time, Braden is a co-founder and Chief Innovation Officer of the popular global innovation community –InnovationExcellence.com – home to 7,500+ innovation articles and is an innovation leader on Twitter (@innovate) with 18,500+ hard-earned followers. He was previously Improvement and Innovation Manager at Premera Blue Cross, Change and Marketing Strategist at Business Strategy Innovation and is currently an Innovation and Change Strategy Consultant with Liberty Mutual Insurance.   Topics Discussed: - How we can reduce the 70% change program failure rate - How to build a culture that supports lean startup - Braden's Change Planning Toolkit - How to tackle resistance to change - Agile change - How to change the culture to support innovation without compromising the core business     --- I hope you enjoyed this episode. If you’d like to receive a weekly email from me, complete with reflections, books I’ve been reading, words of wisdom and access to blogs, ebooks and more that I’m publishing on a regular basis, just leave your details at www.futuresquared.xyz/subscribe and you’ll receive the very next one. Listen on Apple Podcasts @ goo.gl/sMnEa0 Also available on: Spotify, Google Play, Stitcher and Soundcloud Twitter: www.twitter.com/steveglaveski Instagram: www.instagram.com/@thesteveglaveski Future Squared: www.futuresquared.xyz Steve Glaveski: www.steveglaveski.com Medium: www.medium.com/@steveglaveski

Remember folks, as you listen reach out to us on Twitter and hit the hashtag #DtSR to continue the conversation, and speak your mind! Let's hear what your take is on the stories we discuss...maybe you have a unique angle we've not considered? In this episode-- Target settled class-action lawsuit over its data breach - for $10M USD Who wins? Lawyers, clearly the lawyers Burden of proof on the victims to show they've suffered a loss to get up to $10,000.00. If you can't prove loss, you can still try to get part of settlement of what's left-over http://www.usatoday.com/story/money/2015/03/19/target-breach-settlement-details/25012949/ Federal judge dismisses suit against Paytime -- "simply no compensable injury yet" Leaves door open for future suits if someone were to suffer a compensable injury "Once a hacker does misuse a person's information for personal gain...there is a clear injury and one that can be fully compensated with money damages." -- Judge John E. Jones III Watch this case, read the story for yourself http://www.securityinfowatch.com/news/11883806/federal-judge-dismisses-lawsuits-over-paytime-inc-data-breach Sacred Heath Health System victim-by-proxy of a data breach Happened at a 3rd party So why is only Sacred Heart in the news? ~40 individuals SSN and patient information "deceptive technique" known as phishing http://pensacolatoday.com/2015/03/sacred-heart-informs-patients-of-billing-information-disclosure/ Premera Blue Cross "warned about security flaws before breach" Lots to talk about here -- starting with is 3 weeks enough time? OPM audit finds issues, is this a systemic failure or examplary of an enterprise doing its best in a difficult security climate? Before you judge, measure up your own security posture against this article http://www.seattletimes.com/business/local-business/feds-warned-premera-about-security-flaws-before-breach/ Advantage Dental notifies patients of breach 3 days from initial breach to discovery Amazingly fast detection, but was it adversary or malware? Is this a feel-good, or something else? https://secure.advantagedental.com/index.asp?din=598 NYC Auxiliary Officer charged with hacking NYPD & FBI systems Insider threat poster child Smart enough to do some interesting things Yet, one of the dumbest criminals we've seen in a long time http://www.fbi.gov/newyork/press-releases/2015/new-york-city-police-department-auxiliary-officer-charged-with-hacking-into-nypd-computer-and-fbi-database  

Getting people to think about dying is not the first health behavior that comes to mind when employing incentives. However, incentives can be used anywhere in the healthcare continuum --- including end of life --- to influence behaviors, notes Neal Sofian, MSPH, director of member engagement at Premera Blue Cross. Sofian describes the barriers individuals face at this time in their lives and how the use of incentives can result in exactly the kind of care these patients want and need. Sofian shared the latest strategies to increase engagement and the results from these efforts during "Evaluating Health and Wellness Incentive Programs for Behavior Change," a 45-minute webinar on February 10, 2011.