This Week Health

Carina Edwards of Quil Health stops by and we discuss Giants football, adjusting through COVID and reaching underserved populations among others things that the team at Quil is addressing.

Transcript
Bill Russell:

Today in health, it interviews from the chime

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conference in San Diego.

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My name is bill Russell.

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I'm a former CIO for a 16 hospital system and creator of this week in health.

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It a channel dedicated to keeping health it staff current and engaged.

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Just a quick reminder.

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I wouldn't be dropping interviews over the next couple of days and into

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next week from the chime conference.

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And then I'm going to have some more interviews from the next conference I

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want to be going to, and then eventually I'll get back to Florida and to the studio

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where we'll start looking at the news.

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Once again.

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Hope you enjoy this interview.

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All right.

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Another interview from the chime floor.

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And we are here with a member of the class from welcome back Kotter.

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We're here with Corinne Edwards.

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That was a great picture of you up there.

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You did.

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I'm sorry.

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I didn't finish with the Korean Edwards, Quill health CEO, but the the opening

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for chime, you were up on stage.

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You're a chime board member.

Carina Edwards:

I am a time board better.

Carina Edwards:

We did this whole skit for welcome back hotter.

Carina Edwards:

Yep.

Carina Edwards:

The new Yorker in me had to come out and they showed my

Carina Edwards:

really big hair in high school.

Carina Edwards:

It was, are

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you originally from New York that explains to the New York giants?

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Totally.

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Yes.

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But you lived in Boston.

Carina Edwards:

I did.

Carina Edwards:

So I was born in Yonkers.

Carina Edwards:

I grew up in New York and I went to school in DC and then my first gig was in Boston.

Carina Edwards:

So it just became this thing where I always held on to the giants,

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the giants, but not giant.

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I was

Carina Edwards:

never that big into baseball.

Carina Edwards:

And so now, because of my basketball, legions was also not strong.

Carina Edwards:

So I'm a Sixers fan and I'm a giants fan.

Carina Edwards:

That's my two sports, but I thought

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you followed.

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Yeah, don't worry.

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You're Phillies.

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You're not missing much.

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I'm sorry.

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I'm sure somebody from Philadelphia is watching.

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I'm originally from Pennsylvania.

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And so I grew up a Phillies fan, an Eagles fan, Penn state fan, all those things.

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But what I found is when you move around the country yeah.

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It's.

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It's kinda neat to root for the team where you live.

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I'm always going to be a St.

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Louis Cardinals fan.

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I lived there for 20 years, but when you move to a city, it's, there's

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something about connecting with it and being there and it's great for

Carina Edwards:

me coming to Philly.

Carina Edwards:

Cause I think Philly is very similar to a New York city.

Carina Edwards:

So it's just a, it's a fun, it's a gritty city, but it's close to New York so I can

Carina Edwards:

get to the Meadowlands really quickly.

Carina Edwards:

So for me, I'm still rooting for a local team, but I can't

Carina Edwards:

wear any blue on the streets.

Carina Edwards:

And

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the good news Saquon Barkley went to Penn state.

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So

Carina Edwards:

a little tiny in there.

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I know we're going to talk well, hell don't worry because it is.

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I want to hear your journey.

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It's been awhile since I, since we visited, but.

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New York giants.

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They've got problems.

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They do.

Carina Edwards:

So a Cowboys game, I have to give them credit.

Carina Edwards:

So 70% of the offensive line was in the locker room.

Carina Edwards:

Injured.

Carina Edwards:

Danny Jones got that bad whack, but I give them credit because they had grit

Carina Edwards:

to come back and score a touchdown.

Carina Edwards:

And just I know they didn't win the game, but they showed grit.

Carina Edwards:

And last week, the Panthers, that was fun.

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You really are a diehard fan.

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We're going to do it.

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We're going to come back someday.

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Maybe someday.

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Maybe spring bill Parcells back, is that the last time you had.

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Come on

Carina Edwards:

now, we took two rings away from Brady.

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That's true.

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You had the Eli years and the catch over the head and that kind of stuff.

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You really are a fan.

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If you like to.

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You'd like, no, all this stuff ever since I was a kid.

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Wow, fantastic.

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Quill health.

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Yes.

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You guys are, when we first met, I was in Philadelphia and we actually

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did it on location in Philly.

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That was fun.

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And got to see your location.

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You guys were early on.

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Maybe at signed pen.

Carina Edwards:

Yeah.

Carina Edwards:e started, I joined in April,:Carina Edwards:

signed a pen two months later.

Carina Edwards:

And so you and I think I connected right in between that.

Carina Edwards:

Yeah.

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Just gotten started.

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All right.

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So you just got started.

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That was a couple of years ago.

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It was there's this thing called COVID in the middle.

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This thing called COVID in the middle, that slowed things down

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a little bit or accelerated

Carina Edwards:

it accelerated some things for us.

Carina Edwards:

So what happened was we had pen signed.

Carina Edwards:

We also signed off.

Carina Edwards:

And so we had Philly covered and we were looking to take our time to make sure that

Carina Edwards:

the platform we had built was really going to produce the outcomes that we needed.

Carina Edwards:

And we had time to tune it before we started scaling.

Carina Edwards:

So that's been, that was the fun journey, but what happened in March,

Carina Edwards:

2020, all of our patients went offline.

Carina Edwards:

And so we had to say wait a second, we have this amazingly scalable platform.

Carina Edwards:

It can do any journey.

Carina Edwards:

So what's going on with.

Carina Edwards:

And so we worked with Comcast and independence across our parent companies.

Carina Edwards:

And there were so much misinformation going on.

Carina Edwards:

We partnered with NBC news and the today show, we curated a COVID prepared

Carina Edwards:

this toolkit and taught people how to work from home and had a homeschool.

Carina Edwards:

Your kids had a caregiver remotely.

Carina Edwards:

And so we spun that up in five days.

Carina Edwards:

It was one of those moments where you're like, I hope it works and hope it works.

Carina Edwards:

And so we brought in the Comcast scaling engineers, we've got our backend scaled

Carina Edwards:

up and we launched a 1.3 million.

Carina Edwards:

That following

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Monday.

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So you're ready to scale now, is this like stuff that's just going to go on the shelf

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or is this stuff that like proved out the

Carina Edwards:

platform at the platform?

Carina Edwards:

So it really, when it proved scale, we could do it.

Carina Edwards:

And then two, it proved the flexibility of how we bring together

Carina Edwards:

videos, articles, links, texts, emails, to engage populations

Carina Edwards:

and bring them back to an expo.

Bill Russell:

So if I'm an ex affinity customer and I happen to be an

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video customer, even though I'm in Florida, I think they're everywhere.

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Yeah.

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I can essentially talk to my set-top box and say what and access

Carina Edwards:

Wilhelm.

Carina Edwards:

Yeah.

Carina Edwards:

So Quill is available on your mobile device or your or the web,

Carina Edwards:

but you can also go to the Comcast box, they Quill, or you can say

Carina Edwards:

what happens next into your voice.

Carina Edwards:

Remote.

Carina Edwards:

The quilt app comes up just like you pair your Netflix account or your Hulu account.

Carina Edwards:

You compare your quilt account.

Carina Edwards:

So on the landing page right now is a ton of great information about the

Carina Edwards:

vaccine and why to get the vaccine and everybody should get vaccinated.

Carina Edwards:

And then.

Carina Edwards:

It's the, if you pair your journey whether you're one of our 10 customers,

Carina Edwards:

you get 10 now, which is great of your, one of our 10 customers.

Carina Edwards:

You can basically see your journey on the screens.

Carina Edwards:

So we're doing a lot with the television when it comes to oncology, new diagnosis,

Carina Edwards:

really sitting down with your family and understanding what it's going to

Carina Edwards:

mean to go through head and neck cancer.

Carina Edwards:

Another one that we're doing is a lot of PT, a lot of self-directed exercises.

Carina Edwards:

You already have the screen hanging on your wall.

Carina Edwards:

Why try to stand up?

Bill Russell:

So this is you go in and talk to, if I were at a health system, you

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come in and talk to, I assume the CA CMO medical officer and others, and you would

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say, here's what our platform can do.

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And then they sit back and go, where we could use that.

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We use that here and here.

Bill Russell:

And so that's, what's driving your content,

Carina Edwards:

IRIS.

Carina Edwards:

It is.

Carina Edwards:

So we actually, we had a couple of core thesis on where to start.

Carina Edwards:

So the first was where anybody's entering into value based

Carina Edwards:

contracts are capitated models.

Carina Edwards:

And so Medicare is your.

Carina Edwards:

Where are those where those things are capitated and you have to control the 30,

Carina Edwards:

60, 90 days post experience and getting patients prepared for the better outcome

Carina Edwards:

is how we start them pre procedure.

Carina Edwards:

And then we follow them through, post-procedure getting insights

Carina Edwards:

from them along the way.

Carina Edwards:

Interesting.

Carina Edwards:

And then we pivoted to chronics cause that's for the ACS of the world.

Carina Edwards:

That's a big one.

Carina Edwards:

So COPD, diabetes, lupus.

Carina Edwards:

How do we make sure that we can enable the PCPs?

Carina Edwards:

And now we're also doing, fee for service.

Carina Edwards:

Thriving.

Carina Edwards:

And so for differentiating service lines, like musculoskeletal cardiology the areas

Carina Edwards:

of bariatric surgery, the areas that are growing revenue for health system.

Carina Edwards:

So we're differentiating to prove, can we reduce risk?

Carina Edwards:

Can we improve patient compliance?

Carina Edwards:

And can we actually deliver a consumer grade experience?

Carina Edwards:

That's

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fun.

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I like about this.

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The, I talked to Glen Tullman last week at the health conference.

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The thing that Glen is a master at is he knows healthcare.

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So he's able to say, okay, here's the soft spot that we're going to go in here.

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We're going to solve this.

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Here's another one.

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And when I hear you talk like somebody who knows healthcare.

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And when I walked around the health conference and I talked to some of

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the startups, they're like, we think this, and we think that, and I'm gone.

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You might want to prove out your thesis before you take

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that $5 million or 10 or 250

Carina Edwards:

million that the money is raining in.

Carina Edwards:

I've been in this industry for 25 years.

Carina Edwards:

The exciting part for me is we've proven outcomes with rigor.

Carina Edwards:

And so we've reduced readmissions.

Carina Edwards:

We reduce like the savings, improved discharge to home.

Carina Edwards:

We've reduced ed visits.

Carina Edwards:

So I know on the outcome side, the platform works and the way we

Carina Edwards:

get patients through an episode of care is very differentiated.

Bill Russell:

Will you do studies like public?

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You

Carina Edwards:

are going to do a few of them right now.

Bill Russell:

That's that's good stuff.

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And the other thing is, when you're at one client, I'm interviewing you

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saying, Hey, I really like you tell me about what is it like being at a

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startup, but when you're at 10 clients, that's that's validation in healthcare.

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That

Carina Edwards:

means, it's exciting.

Carina Edwards:

And it's also we're we're partnered up in.

Carina Edwards:

So I have a partner Pete care, who is the best in class

Carina Edwards:

interactive in-patient system.

Carina Edwards:

And so when you're hanging TVs on the wall and you're having your patients connect to

Carina Edwards:

their television, we can do the prey, they do the bed, we do the discharge home and

Carina Edwards:

it's this lovely care continuum solution.

Carina Edwards:

And they've been great because they've been answering a lot of infrastructure

Carina Edwards:

RFPs for wonderful new towers going up.

Carina Edwards:

And so it's been a great route to market for us to provide you.

Carina Edwards:

Sure.

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Talk to me about the road to CEO because when you write.

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We met when you were at Impravada you, weren't not a CEO, but you

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were, you're doing a lot of stuff.

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The interesting with what I see from the outside, because

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I see you on social media.

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I see.

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Oh, Korean Edwards is going to be here with Dr.

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Klasko and she'd be here with, and I'm like, how does she get the product done?

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How does she get the board meetings?

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How does she get sales?

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This, the role of the CEO is a lot of, it's a pretty interesting dance, isn't it?

Carina Edwards:

I think the first thing is you have to surround yourself with great.

Carina Edwards:

And I've had the great fortune of having a few folks follow me that we have

Carina Edwards:

a shorthand or any, which is lovely.

Carina Edwards:

And they have an amazing team.

Carina Edwards:

My CFO, my chief people officer, my chief of staff, they are

Carina Edwards:

they are aligned to the mission.

Carina Edwards:

They help us drive to the

Bill Russell:

outcome.

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So you're not looking at code every day.

Carina Edwards:

I just brought in Dwight rom to look at code every day.

Bill Russell:

But what I mean?

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So there's an operation component.

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There's a marketing, there's a sales component.

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You're the F you end up being the face of the organization or is it Al Roker?

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W

Carina Edwards:

it's really important.

Carina Edwards:

So I've always been, so my role at Impravada was I ran all of our

Carina Edwards:

customers and our post-sale experience.

Carina Edwards:

So running and being integrated in where the clinicians work and

Carina Edwards:

understanding the workflow and seeing the outcomes that's business outcomes.

Carina Edwards:

And so being the front end of this, to know the specifics of the journeys,

Carina Edwards:

to understand how our customers are using it, like when you and I met back

Carina Edwards:

in the day, or you were a CIO at St.

Carina Edwards:

Joe's and you were a customer and getting in there to understand

Carina Edwards:

your business challenges makes us.

Carina Edwards:

So when

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you're sitting across from a CEO, you're saying, look, these are

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the results we're getting here, and here.

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And you already know their challenges you already, before you

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go in and sit down with that CEO.

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How much of their population is at risk.

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How much of their population is Medicare, Medicaid, all that stuff.

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That's public.

Bill Russell:

And so you're ready to talk about what you've done

Carina Edwards:

and also where they need help.

Carina Edwards:

Because I think everybody across the provider side is at a

Carina Edwards:

different stage of this journey.

Carina Edwards:

And so when I think the most, the worst term we're seeing everywhere

Carina Edwards:

is the digital front door.

Carina Edwards:

And we assume there's one.

Bill Russell:

All right.

Bill Russell:

We're going to have to edit like five of my episodes.

Bill Russell:

Now

Carina Edwards:

go ahead.

Carina Edwards:

Because I think it goes back to, there's probably not one digital front

Carina Edwards:

door, there's different experiences.

Carina Edwards:

You have to spin up for different patients on different parts of

Carina Edwards:

their journey and the pane of glass that they use should be irrelevant.

Carina Edwards:

It's what's more convenient for them and the consumer, and more importantly,

Carina Edwards:

what's more convenient to their caregiver.

Bill Russell:

That's it?

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Yeah.

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It's interesting.

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This is really being driven by the consumers.

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Expectations have really changed during COVID.

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Are we tracking that.

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Because a lot of times we get anecdotal in healthcare.

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We go everybody wants a digital front door.

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And the reality is when we look at the data, we go, you know what?

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They respond to tax a lot better than the newer digital front door, maybe.

Bill Russell:

But we don't tend to look at that data.

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We just assume, oh, digital transformation means a really cool

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app or a really cool something.

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Are we tracking that?

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How we're interacting with.

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We

Carina Edwards:

are, and I think it goes back to, everyone's

Carina Edwards:

got different digital personas.

Carina Edwards:

And when you're on different parts of the journey, getting a hip replacement

Carina Edwards:

is completely different than going through head and neck cancer.

Carina Edwards:

Or if you're going through head and neck cancer, you have to have surgery.

Carina Edwards:

There is something where you have your family's impacted, you are impacted.

Carina Edwards:

Your life expectancy is impacted.

Carina Edwards:

So getting prepared for that mentally and having a good outcome is tied

Carina Edwards:

to preparedness hip replacement.

Carina Edwards:

Do you know, the fundamentals, do you need to show up prepared and then

Carina Edwards:

recovering from that it's getting moving and making sure patients are moving.

Carina Edwards:

So sometimes getting moving means a TV and exercises, getting

Carina Edwards:

ready for head neck cancer.

Carina Edwards:

That means a lot of other offline conversations.

Carina Edwards:

Just understanding the information when you're ready to hear it

Carina Edwards:

on whatever pane of glass you

Bill Russell:

want.

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What about, so w we have a lot of conversations about health

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equity and those kinds of things.

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Communities.

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Philadelphia is one of those.

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Cause the interview I did with Dr.

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Klasko taught he very much.

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Hey, that's zip code?

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It's going to die five years quicker than that zip code.

Bill Russell:

And he wasn't talking like a hundred miles away.

Bill Russell:

He was talking like, yeah.

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Yeah.

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In Philadelphia it was pretty stark.

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Does the set top box.

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That's a phone.

Bill Russell:

You have a lot of different ways

Carina Edwards:

to tone the texts and the emails really resonates.

Carina Edwards:

So we have, one of our customers is AmeriHealth Caritas, and

Carina Edwards:

they're a Medicaid provider and we serve 187,000 Medicaid lives

Carina Edwards:

in Philadelphia, five county.

Carina Edwards:

And really for them, we're really driving up health literacy for

Carina Edwards:

caregiving, just on the notion of if you're caring for someone in the

Carina Edwards:

Medicaid program and you they qualify for being a longterm shared services.

Carina Edwards:

And what are the benefits?

Carina Edwards:

How do I navigate Medicaid?

Carina Edwards:

How do I make sure that the person I'm caring for it gets the right care

Carina Edwards:

at the right venue at the right time?

Carina Edwards:

So it's been really interesting understanding their text, email

Carina Edwards:

adoption versus long form video content.

Carina Edwards:

And then also with that population, we promote the Comcast internet essentials

Carina Edwards:

program where any household that qualifies for Medicaid can get $10 a

Carina Edwards:

month internet and a hundred dollars PC.

Carina Edwards:

So we can start connecting homes in a different way, especially in urban

Carina Edwards:

environments that have connectivity.

Bill Russell:

Brianna, we could talk for another half hour easily.

Bill Russell:

You're stepping off the board next year.

Carina Edwards:

Yeah.

Carina Edwards:

My term is over in December 10 year five-year it was five years.

Carina Edwards:

It was phenomenal.

Carina Edwards:

It's a great organization.

Carina Edwards:

What we do here, I'm really excited for the Vive conference coming up.

Carina Edwards:

I think it's going to be a great

Bill Russell:

marriage.

Bill Russell:

Of course I was worried about.

Bill Russell:

Sometimes you and I, this is the only time we get together.

Bill Russell:

So we'll have to, we'll have to make it a little bit more next year.

Bill Russell:

So thank you for your time.

Bill Russell:

Thank you.

Bill Russell:

Appreciate it.

Bill Russell:

Don't forget to check back as we have more of these interviews

Bill Russell:

coming to you, that's all for today.

Bill Russell:

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