#JoinTheConversation with Jason Kressel of MyHealthDirect
This #JoinTheConversation series is brought to you by our partner Experian Health and the episodes were broadcast live in Experian Health’s booth (#3503) at the The HIMSS17 Annual Conference and Exhibition. The interviews were recorded and published to the media player on this page. Please read more about why more than 60% of U.S. hospitals count on Experian Health.
Jason Kressel, SVP Product and Account Management, MyHealthDirect
Joe Lavelle 00:30 I am Joe Lavelle and I’m so excited to be bringing you “Join The Conversation” with my co-host Todd Eury, from the Experian Health’s booth right here at HIMSS17. Todd, let’s give a quick shout out to our sponsor Experian Health, what a great partner.
Todd Eury 00:43 Holy smoke, second day HIMSS 2017, absolutely amazing! Experian Health providing industry leading revenue cycle management, identity management, patient engagement and care management solutions that power opportunities in today’s value-based healthcare environment. I cannot think of a better partner to help make that shift to a true value based world than Experian health.
Joe Lavelle 01:07 Absolutely, we are going to get right it today, Todd. We’re going introduce our distinguished guest Jason Kressel, Senior Vice President, Product and Account Management for MyHealth Direct. Jason, welcome to the show!
Jason Kressel 01:17 Thanks for having me.
Joe Lavelle 01:19 Well, thanks so much for making the time in your busy HIMSS schedule, but will you take a few seconds and tell the audience about you and your background?
Jason Kressel 01:26 Sure, I’m the Senior Vice President for Product and Account Management at MyHealth Direct, where we provide patient access solutions, and we’ll talk about that a little bit more in a few minutes. Within my MyHealth Direct, I’m focused on our product strategy as well as managing our existing customers, to ensure that they are able to transition to value based care, as well as operating Fee for Service environment. Prior to that I was with Accenture, a large consultancy where I focused on a variety of technology transformation solutions for the government, for communications and high-tech, for pharmaceutical companies, banks, both within the US as well as abroad.
Todd Eury 02:04 Something that has been talked about, Joe and I have interviewed so many thought leaders here at the show, has been that buzz word, patient engagement. How has patient engagement through empowering self-scheduling changed in the last couple of years?
Jason Kressel 02:20 If you look at the variety of other industries, we like to use the travel industry as a good example. Consumers in those Industries can perform all of their activities with companies, with airlines and hotels online. And what we’re seeing our patients wanting to be able to do the same thing with their physicians. An the equivalent of booking an airline flight or booking a hotel room or booking a restaurant reservation, is to be able to book an appointment with the provider that they want to see online without having to call the office and wait on hold for 20 minutes. And so we’re seeing patients select providers based on this type of offering, because they’re looking for convenience, and we’re seeing convenience driving more and more of the selection of the providers that patients want to see.
Joe Lavelle 03:05 Good deal. How are healthcare organizations making this change? Is it rough roads? Is it kicking and screaming, or are you seeing healthcare organizations really embracing the change?
Jason Kressel 03:15 Well, I think healthcare organizations are recognizing that in order to be competitive that they have to offer services that patients are demanding. And so while offering online scheduling for patients is a different way for patients to access healthcare providers requiring a little bit of a change to the provider workflow, ultimately they’re seeing the value of doing that because patients are more adherent to the services that they are supposed to be obtaining, and they’re happier when they come into the physician’s office. So there’s definitely work that’s done with the healthcare organizations to explain the changes in workflow, and what it means to make online scheduling accessible for their communities. But at the end of the day I think they all recognize the value of offering those types of services and are slowly shifting to full adoption.
Todd Eury 04:04 So we’ve been here with Experian Health and it’s just been exciting to talk to so many different people that are looking for different solutions from Experian, so obviously want to know from your perspective, would tell us why the partnership with Experian Health is so important to your organization?
Jason Kressel 04:22 Absolutely! So Experian Health offers a variety of solutions and if you think about some of the solutions that they’re offering, they are really generating different types of demand for healthcare services. So if you look at the Experian patient portal where patients can go online and conduct transactions without having to call the office such as bill pay, there’s a natural synergy there to add additional capabilities or features such as the ability to schedule an online appointment.
So one of the things that we will be working on is, from that Experian patient portal once they have a patient engaged through that channel, allowing the patient to search for a provider and book an appointment directly from the Experian patient portal. Another example, Experian Health does a lot of work around order management, if a hospital creates an order for a service that should take place in an ambulatory setting, right now they can manage the order but they can’t schedule the appointment for that, so we’ll also be incorporating the ability to schedule directly from the Experian Health platform.
So it’s really about allowing the patients or those that are coordinating care on behalf of patients, the ability to complete the transaction of accessing healthcare providers by allowing them to schedule the appointment directly online.
Joe Lavelle 05:35 One of the best ways for our audience to really understand what a company does is to have an executive explain how you best serve your customers, or some great examples of a great relationships with customers. Could you give us an example of two of how you’re serving your customers and delivering real benefit to them?
Jason Kressel 05:54 Absolutely, so we focus a lot in the beginning on where there’s pain and opportunity within a healthcare organization, and we’re very strategic in terms of how you enable our services within a healthcare organization. And so part of the process is our team having those analysis level discussions to determine where the best opportunity is, and then we stay with the customer throughout the life of any program that they have with us. So it’s really an ongoing relationship where we provide insights and services throughout the entire roll out of our capabilities, always gearing towards the desired value proposition, and using data to help them understand how things are actually working and identifying new opportunities.
Joe Lavelle 06:36 What are some specific examples, if I’m a patient and I’m served by one of you customers, what are some things I’m going to get that I may not get from a provider that doesn’t have your services?
Jason Kressel 06:18 The easiest example I think would be, if a patient goes to that provider’s website, or their patient portal, from those online channels they’d be able to find the provider within the practice that they want to see, and we would help guide them to the appropriate provider based on the workflow and the business rules of that particular practice. And by answering a few simple questions they’d be presented with the providers that can fill the need that they have, and in addition to that they’d be able to actually select the appointment that they want.
And all this takes place without having to pick up the telephone, and that’s really a transformational way of patients accessing healthcare services, that in the past hasn’t really existed.
Joe Lavelle 07:29 Absolutely! I want a list of all the people in Alabama that are using your system, because it still drives me crazy to make an appointment anymore. So thank you so much for that.
Todd Eury 07:38 It’s hard to answer this next question because sometimes you really have to think outside the box, but someone in your position who has seen things the way that they were, and now today and where you believe they’re going, if we had a crystal ball sitting here right now, what way do you think patient engagement will change most over the next let’s say three to five years?
Jason Kressel 08:03 Well, I think that we are going to find the majority of interactions with the healthcare provider accessible in an online setting. And I think for particularly the millennial generation and younger generations, as well as some of the older generations, I heard an interesting statistic there’s thought that those on Medicare, the elderly population won’t really be interested in using mobile devices to interact with their physicians, but what they’re finding out is that those folks are already using their phones to interact with their grandchildren. And so it’s creating even in that segment of the population a desire to interact with their mobile phone, and I think if you look out three to five years, more and more of the services that we either manage by paper or by phone call are going to be accessible in connected ways, and the technology providers that can put those technologies together in a meaningful way are going to be the ones that prosper. And so we’re really thinking about it as an access platform, where you have all the capabilities tied together in a consolidated fashion so that patients have an easy way to conduct business with their healthcare providers, from scheduling an appointment, to paying their bill, to understanding where they are in their insurance deductibles. And if you can put all of that together in a meaningful way, I think those will be the providers that the patients will select, because it will be the most convenient.
Joe Lavelle 09:25 Jason you made a big commitment to come here for the week, to spend time with 40,000 of your closest friends. What are your top two or three goals as you are here this week?
Jason Kressel 09:35 Well, I’m looking to see what the next set of trends are in the technology space within healthcare. I’ve seen a lot more focus on a few things around more interoperability. There’s many more companies here this year that are focused on that than in prior years. I’m also seeing a lot around being able to quantify return on investment for IT investments, and how different companies are articulating that.
So one of the goals is to crystallize some of the macro level trends in terms of all of the different technology capabilities that are out there. If you go up to the second floor and you look out on the exhibit hall, it’s pretty overwhelming, and so as we try and be and we are a technology leader, we really want to understand kind of the macro level trends.
I would say the second goal is really understanding in a greater level of detail how people are addressing the shift to value-based care, and what types of solutions that can be provided in combination with ours to really create differentiated set of tools that the healthcare providers and payers can use to operate in that type of environment.
Joe Lavelle 10:42 Perfect. Are you seeing any trends with that shift, where maybe one of my assumptions could be, it’s happening more in LA than it is in Alabama, so more in Los Angeles than Lower Alabama?
Jason Kressel 10:55 I would say the trend is more oriented, so far as I can see around certain payers. There are payers that are more focused around value based payments and how they are going to shift risk from themselves to providers. And the markets that are more deeply penetrated with those payers are the ones where you see, faster adoption in addition to those markets that are traditionally served primarily by Medicare, where a lot of these paradigms are being pushed from as one of their largest payer in the country.
Joe Lavelle 11:26 All right. Jason, before we wrap it up and let you go, where can people go to learn more about MyHealth Direct?
Jason Kressel 11:32 The best place to go is to our website www.myhealthdirect.com.
Joe Lavelle 11:37 Perfect. Jason, thank you so much for sharing your wisdom with us today. It was a great pleasure having you on.
Jason Kressel 11:42 Thanks for having me.
Joe Lavelle 11:43 All right, that wraps this live broadcast from HIMSS. Again we want to thank our sponsor Experian Health, for all their support. On behalf of our guest Jason Kressel, and my co-host Todd Eury, I’m Joe Lavelle and we know you’ll stay tuned for more of Intrepid Healthcare’s great coverage “Join The Conversation” from Orlando.
MyHealthDirect was founded in 2006 with a vision to improve access to healthcare for all. We began by tackling the needs of underserved populations, helping patients who normally use the emergency department for primary care to find and establish a true primary care provider relationship in their community. Our providers, hospital systems and patients taught us a lot in those early days, helping us refine our products and services in challenging environments.
MyHealthDirect leveraged this work to become the leader in consumer healthcare access solutions, making it easier for consumers to interact with the healthcare system. MyHealthDirect solutions are improving access for over 30+ million consumers in partnership with some of the nation’s largest health systems, providers and payors. By providing online scheduling systems, referral management tools and event-driven analytics, MyHealthDirect connects patients with the right provider, at the right time, from anywhere.
About Experian Health
More than 60% of U.S. hospitals count on Experian Health. These providers—along with thousands of medical practices, labs, pharmacies and other risk-bearing entities—are making smarter business decisions, boosting their bottom lines and strengthening patient relationships. Our clients have discovered the value of our revenue cycle management, identity management, patient engagement and care management solutions to power opportunities in the new era of value-based reimbursement.
Experian Health is powered by the strong healthcare heritage of our legacy companies, plus the deep data and analytics capabilities of Experian. This unique combination positions us well to help you succeed.
Revenue cycle management solutions automate orders, patient access, contract management, claims management and collections to improve efficiency and increase reimbursement.
Identity management solutions match, manage, and protect patient identities to enable accurate patient information and to safeguard medical information.
Patient engagement solutions connect patients with personalized portals to create price estimates, apply for charity care, set-up payment plans, combine payments to hospitals and physicians and schedule appointments.
Care management solutions organize and enable sharing of post-acute patient care information to help providers succeed in the new era of value-based reimbursement.
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