Latest / Becker’s Payer Issues Podcast / Dr. Sachin Jain, President and Chief Executive Officer, SCAN Group

Transcript

Dr. Sachin Jain, President and Chief Executive Officer, SCAN Group · Becker’s Payer Issues Podcast

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  Evernorth brings the power of wonder and relentless
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  benefit solutions.
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  Barriers to care can lead to gaps in
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  and people forward.
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  This is Hailey Recker with the Becker's Payer
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  Podcast, and we are recording live at the
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  Becker's third annual spring payer issues roundtable.
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  I am thrilled today to be joined by
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  doctor Sachin Jain, president and CEO of SCAN
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  Group. It is my understanding that you just
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  finished speaking in the Conference Conference Room, so
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  thank you so much for taking the time
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  to be here today. My pleasure.
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  Can you go ahead and introduce yourself and
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  tell us a little bit about your background?
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  Sure. Sachin Jain, I lead SCAN Group. SCAN
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  is a not for profit Medicare Advantage
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  organization that was started in 1977.
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  We have a presence in California, Arizona, Nevada,
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  New Mexico, and Texas,
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  and,
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  serve over 300,000
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  members. We also now operate,
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  five different medical groups,
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  that serve special populations,
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  within the older adult population.
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  Alright. Well, thank you so much for that
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  brief introduction.
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  Now to get started, net promoter score is
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  a powerful indicator of member loyalty and satisfaction.
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  How are how are you using NPS to
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  drive meaningful and
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  improvements across your health plan? Look. I think
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  NPS is just what you're measuring. At the
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  end of the day, it's really about, like,
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  changing the experience of care. And I think
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  a lot of what we think about at
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  SCAN as first principles,
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  You know, what would it look like to
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  actually treat this person like a person as
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  opposed to a health plan member?
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  And a lot of that is, like, getting
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  into the space of not normalizing the abnormal
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  practices that
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  really,
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  we've normalized in our industry. We treat people
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  like ping pong balls. We send them,
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  from, you know, one call center to the
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  other call center to the other call center,
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  and we call it, quote, unquote, great member
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  service.
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  We're in the process of trying to really
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  unpack what it is that we do with
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  our members,
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  and then get them into a place where
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  they're feeling like we're treating them more like
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  humans than they are like health plan members.
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  Well, that's super important. And I kind of
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  wanna pivot the conversation a little bit to
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  the future of the payer space.
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  So looking ahead, what do you see as
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  the biggest opportunity for payers to lead the
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  charge in transforming care delivery and driving better
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  outcomes for all stakeholders? And how can leaders
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  take a step in this direction now? For
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  us, it's driving a much higher degree of
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  collaboration between payers and providers.
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  Right now, payers and providers sit on opposite
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  side of the table and basically argue about
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  rates. And then, you know, there's some cute
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  window dressing that's about service innovation or quality
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  innovation.
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  But the reality is is that most of
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  what takes place between payers and providers
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  is haggling over rates.
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  I think, you know, our most recently announced
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  partnership with Sutter Health Plan Sutter Medical Group
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  or Sutter Health System,
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  you know, exemplifies the kinds of things that
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  we wanna see more of in health care,
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  which is payers and providers collaborating
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  to build new provider oriented health plans, provider
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  sponsored health plans, provider partnered health plans, that
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  ultimately are gonna serve members
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  through a a lot of innovation and collaboration.
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  Right now, I would say the nature of
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  the relationship just needs to change very fundamentally.
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  Well, doctor, thank you so much for joining
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  me today. Again, this is Haley Recker with
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  the Becker's Payer Podcast
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  recorded live at the Becker's third annual spring
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  payer issues roundtable.
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  Doctor, thank you so much. My pleasure. Thank
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  you.