Saturday 26 November 2022
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#JoinTheConversation with Mandi Bishop at #HIMSS17

#JoinTheConversation with Mandi Bishop at #HIMSS17

#JoinTheConversation with Mandi Bishop at #HIMSS17

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.


Mandi Bishop, Founder and CEO of Lifely Insights

Follow MandiBPro on Twitter.


Joe Lavelle 00:30 All right, I am Joe Lavelle. I’m so excited to be bringing you “Join The Conversation” with my co-host Todd Eury from Experian Health’s Booth right here at HIMSS17. Todd, let’s give a quick shout-out to our partner Experian Health, what a great experience we’ve had so far with them at HIMSS.

Todd Eury 00:46 So I’ve been told by our guest that they have the absolute most comfortable floor in the showroom so give it up for Experian Health, providers of industry leading revenue cycle management, identity management, patient engagement and care management solutions that power today’s health care environments in value based care.

Joe Lavelle 01:04 And comfortable floor.

Todd Eury 01:05 And comfortable floor.

Mandi Bishop 01:06 And comfortable floor. So they are taking of the health of the people working in there booth, who have to walk on this all day.

Todd Eury 01:13 Exactly.

Joe Lavelle 01:13 All right. Todd, let’s introduce our distinguished guest, we both are fans as are many of the people listening, Mandi Bishop, Chief Evangelist and Co-Founder of Aloha Health. Mandi, welcome to the show! NOTE: Mandi’s company is now called Lifely Insights and they are pursuing the same path as she describes in our interview.

Mandi Bishop 01:25 Thank you so much for having me Joe. I’m very excited.

Todd Eury 01:27 And I’ll update myself of by saying, if you know this movie, I’m not worthy, we’re not worthy, we’re not worthy.

Mandi Bishop 01:34 Thank you Wayne. Thank you Garth. Party on.

Joe Lavelle 01:37 Before we start our discussion, could you just give the audience a little about you and your background and tell us at the end of that what a Chief Evangelist does?

Mandi Bishop 01:45 Oh! Sure, absolutely. So I’m Mandi Bishop, I began my life as a 9 year old girl with a PC Junior who learned how to program basic and have to sing “Mary Had a Little Lamb” to me. But did not at that time think that computers offered a career path opportunity, and so I went onto pursue a liberal arts degree, although I continued my love affair with my computer and taught my students at Florida State University from a web page and forced them use email, and listserv and all of these new technologies that were kind of unfamiliar. And decided about halfway through my first semester teaching that that was not for me and that I really had a passion for STEM and I really had a passion for technology. And was hired by my first web development professor halfway through that semester, and never look back. So I’ve been in computers professionally my entire career. Although it’s complete deviation from my educational background and I went onto most recently, I ran the Global Healthcare Analytics, Innovation and Consulting Division of Dell. And six months ago I left Dell, which is now NTT Data, and founded Aloha Health.

And so Aloha is focus 100% on taking the 95% of the life context that happens with social behavioral determinants and making that life context actionable for program design, decision support as well as clinical interventions and personalized engagement experiences.

Todd Eury 03:02 I’ve been a fan now for about 3 years Mandi and I saw what you were doing in Dell and in how you work leading and when I heard about Aloha Health, I was so excited about this interview because I’m like Joe this is the first time I’m actually hearing about Aloha Health, officially. So dig deeper into how Aloha Health is aligning itself with other healthcare organizations?

Mandi Bishop 03:23 Sure. We have the really unique opportunity, the data that we’re looking at and the ability to really do program design from an innovative standpoint through leveraging all of these social and behavioral economics data points. We’ve got a universe that we’re working with about 350,000 data points that we have captured and access through commercially available data, publicly available data. So the data sources that were using to gather information about you and who you are, and about your family and your community, and how you live, and what you trust, and what you don’t know trust, and what you like and what you don’t like. And that we are able to take that data and identify what’s clinically relevant, and what is likely to be clinically relevant, and what is likely to apply to a dimension like a social isolation. And so am I able to understand are you lonely?

And this particular applies to senior populations, like are you lonely? And if you’re lonely what are the factors that are contributing to that? Like are you challenged from a transportation perspective? Are you insecure from a food perspective? Do you have insecurities around your house and do you have family support? Do you have anyone who lives in your area that you can reach out to? Do you have community services that are available to help you?

So all of those things matter and you’re looking at, as our industry is continuing to go towards risk management, risk bearing organizations, we’re looking a ACA models, we’re looking at moving towards value based care. Being able to provide value to the patients, being able to provide value to the communities drives revenue, drives value realization for both pairs as well as providers.

If you’re able to address all of the reasons that an individual human being isn’t able to manage their health effectively, then you are able to improve their clinical outcome, you’re able to improve the cost effectiveness of the program that you’re designing and the engagement that you’re spending thousands and thousands of dollars, if not millions of dollars instituting. You’re able to adjust appropriately so that you can personalize that experience and optimize the revenue that you’re putting into it as well as the clinical and the cost outcomes that are affected.

Joe Lavelle 05:14 Outstanding. I’m totally mesmerized. You have a couple of data nerds just waiting on everything you’re saying Mandi. Could you give us a couple examples of how you’re helping particular clients, just so we get a flavor of how you’re taking all of that data and really how providers, and plans or payers, are using that data?

Mandi Bishop 05:34 Yeah, so it’s very interesting, right? And it’s very specific to use cases. And what can be challenging when you’re a young innovative start-up is if you don’t have the healthcare deep background, it can be very tough to speak healthcare’s language, so I can jump up and down and scream all I want about the fact that social determinants matter, and we all know that they matter. But if I can’t tie why a social determinants model like we are building and why this approach, how this ties to a risk adjustment methodology that could be directly applicable for an insurance organization looking at Medicare populations, right? If I can’t speak that language, if I can’t say when you are adjusting for your diabetes population, if you want to be looking at a diabetes population health management program. The diabetic patient who lives, and I’ll use my area code as an example, where I live. I live in Jacksonville, this is one of the markets where were working and I’m grateful because I get to stay home and I’m not on a plane every day. But there are over a hundred different neighborhoods in Jacksonville and each one of those neighborhoods has its own flavor, right? And each one of those flavors has various social and economic demographic make ups, and different cultural behaviors within those communities.

And so when you’re designing a diabetes management program, if you’re designing one in my area of town: high walk ability, low absolutely no community service involvement, high healthcare availability, high mobility, the population, like the affluent people, we are diabetic for a different reason than the people who live in a zip code that is considered in crisis such as 32209 in my area. And their access to food, the access to transportation, the safety, there are 57 active gangs in Jacksonville, so the ability for them to walk the streets is incredibly limited.

So those are the types of kind of program level decision support, they were able to affect for risking a risk bearing organizations whether they’re providers or whether they’re payers or our primary market right now as far as being able to help them understand and speak the language about why these things matter, and being able to show them the financials involved with applying this type of very targeted decision support to their programs.

Todd Eury 07:26 So as you’re talking now my gears are turning and I’m starting to realize where that connection is that I definitely didn’t understand, and the type of population demographic dig down that you’re doing which brings me to the question about analytics. I mean that’s a buzzword that’s been thrown around for quite some time in healthcare. What are your observations about whether the industry is actually using analytics or they’re just talking about it to be part of the conversation?

Mandi Bishop 07:52 We’re going to beginning to see a continued growing divide between the organizations that have the infrastructure to support truly advanced analytics efforts, who can afford large IT departments or can afford the due diligence necessary to effectively implement cloud based technologies, right? There are a lot of solution providers who can do advanced analytics, that’s their core competency, and we are seeing there’s a ton of the cloud vendors here. HIMSS is wonderful to go out and get a feel for who is doing what in the space.

But the entity that’s doing that decision making has to understand what the business problem is it they’re trying to solve. So I think we’re at this really interesting place as an industry where the technology exists, the tools exist. We can use everything from regular business intelligence, being able to look at they are trending overtime to machine learning, and deep learning, and artificial intelligence, the technology exists. So we’re no longer solving a technology problem, we’re solving an access problem, we’re solving an education problem and we’re solving a lack of business acumen around being able to define the business problem so that we can understand what direction for an analytic standpoint we should take in order to address that problem.

A lot of the times were trying to hammer a square peg into a round hole. We’re trying to apply an artificial intelligence solution to something that really is it’s a BI problem, right? That we want to go after and chase the shiny sexy objects.

And so we are an industry that loves shiny sexy objects, and there are some organizations that can afford to spend millions and millions and millions of dollars chasing that shiny sexy objects that may have a bearing on 1% of the population that they’re trying to affect, as opposed to taking a broader based approach and really doing due diligence around the solution that would be most effective to the problem that they’re really trying to solve, and understanding the problem and then identifying a solution that’s based on that problem. I think that our problem solving rubric as an industry is very immature. So I think the tools are mature, and I think that our consideration of those tools in our space is very immature.

Joe Lavelle 9:45 Absolutely. Mandi I still remember the time last year when #HITSm chat was covering social determinants to health, and when I got the notice that that’s what it was I had to look up what it meant. So that’s how new this is for me and then shortly after I was reading all about your Aloha Health and you guys were creating a whole company around it. Is there any other activity happening out there or are there other companies, or I realize that you’re always going to be involved on the leading edge of a new effort like this, but who else is involved in the discussions were or you guys really driving all of it?

Mandi Bishop 10:23 It’s interesting. So the social determinants of health has been gaining a lot of traction as a hashtag and I always said as a broader industry conversation, but community and public health departments this is what they’ve been doing, right? And so it’s interesting is if you look at the definition of population health and how that’s changed over time. Population health used to be primarily focused on social determinants of health and then layering in the medical conditions that arise from population and you’re socioeconomic status and all of the challenges that comes from various socioeconomic status, an access to care, an access to food. That used to be the definition of population health, and now kind the concept has morphed into if you are a population health vendor, then you’re thinking about a population health platform and it’s disease specific.

So now we think about population as a particular disease state that we can attribute a provider population too, so that we can create a capitated revenue model, right? That’s how we think about population health now. But the social determinants space has been around for a long time and so federally qualified health centers, community health centers, the managed care organizations. So I had a lot of discussions and really adore Fred Goldstein, right? The President of Accountable Health. And Fred has been doing manage care organizations for I think 3 decades, right? And he and I have had many conversations and he’s just been an instrumental in helping me shape my thinking around our go-to-market strategy, and what we’re doing with technology is what he’s been doing with people for 30 years.

So he has been understanding that you have to address the life problems before you can address the health problem. So if I have a single mom who’s coming to me who has cancer, who is going to need to go through infusion therapy, but she has three young children and she doesn’t have access to transportation. I have to figure out how to address the life problem that this single mother faces before she is going to be able to remotely consider her health.

Health is going to be a secondary consideration if you’re starving, or health is going to be a secondary consideration if your agoraphobic and you can’t leave your house. There are all of these other things that need to be taking into consideration before. And our primary concern for our patients and for a communities. And there are companies that are thinking about this is, and so what we see a lot there are a number of players in the space. The vast majority of them are creating really amazing dashboards, so they can tell you, they can give you a lot of insights about the health of the patients and the communities that you serve.

So they can tell you a lot about those social and behavioral determinants. What we have not seen and kind of where we believe that were breaking new ground is in saying. Okay, so what and what now? What do I do with this information? So, a doctor has seven minutes in front of a patient. If you have seven minutes in front of a patient, you don’t have time to try to understand how the fact that this person doesn’t have electricity in their home, like you don’t have time to consider all the ways in which that should impact the care plan or the engagement pathway that you would follow at this person. Clearly if they don’t have electricity at their home, they’re not interested in digital engagement. So please don’t push and app on me, right? Something that’s fundamental. If they are a diabetic, they may or may not have access to a running refrigerator, so if they’re insulin dependent, you’ve got to start thinking about how are you going to help this person manage their condition, if they don’t have access to care.

And those are the kinds of things that we think about and that we’re building this decision models around, so that we can recommend deviations from the norm, right? Because physician’s and practices, they follow institutional protocols, they follow clinical protocols and so what we’re doing is helping recommend alternative clinical protocols and alternative engagement protocols as a result of these findings. And so we think that that’s really what is new about what we are doing.

Joe Lavelle 13:49 Do you see this evolving such that a health plan will charge more in this zip code and that zip code, because the social determinants of health?

Mandi Bishop 13:59 I would hope not. I think that being able to get to that level of granularity would be very tough. It depends on how well regulated the insurance market remains, right? So right now it’s so heavily regulated that being able to make adverse selection, that’d be adverse selection right, so adverse selection is prohibited and being able to make adverse selection around your geography at that micro level, I think would be discouraged, but it depends on the regulatory environment. So what I’m hopeful will happen and what our goal is in working with partners, we have one national insurer who is a very very progressive partner, who are kind of key collaborators with us and I love the way that they think about these programs. So they’ve done things like contracted with Home Depot to build ramps for senior communities, so that they can prevent a fall rather than pay for the aftermath of a fall.

Todd Eury 14:49 Wow! So they have thought of that. It makes sense.

Mandi Bishop 14:52 Because a fall precipitates any number of healthcare conditions.

Todd Eury 14:55 It’s a lot less expensive than a ramp.

Mandi Bishop 14:56 Yeah, exactly. And so if you’re thinking about having a population of people be healthier, if you’re looking to a senior population, that’s fundamental. Preventing a fall, right? So physicians are assessing fall risk, that’s one of their quality measures, right? That they have to ask about fall risk and yet we’re not actually trying to address the risk of falls, and we’re not trying to prevent falls. And so this insurer is thinking about those problems. So we’ve been blessed to have this kind of early partner and collaborator in thinking through how the insurers have the opportunity, they can design reimbursement programs, especially in the commercial space as well as in Medicare. CMS is starting to come out with more and more preventive medicine reimbursement methodologies, so the Medicare diabetes prevention program is a good one. That’s a new program that has been introduced this year.

So provider groups are credentialing this year with the CDC to be allowed to do this, and then next year they will be reimbursed for it. But the place of care, the place of service can be in the community. And their outcomes are weight specific, so have you lost weight, did you maintain a weight loss, but how that program is designed? Where it’s delivered? Who the partners are that can help you deliver that program effectively for the patients that you’re serving is an open ended opportunity.

So those are the types of really progressive reimbursement programs that were going after, as well as the partners and collaborators that we’re looking at, so I believe that like everything else in the data space there is always an opportunity for evil, right? There’s always an opportunity for a nefarious use of your findings, But our focus is always going to be on trying to find the good, and all of the ways in which what we’re doing can be used for good.

Joe Lavelle 16:23 Well, maybe the positive spin on that is the way they are able to price the plan is by understanding the geography they’re covering. I have two lives in this very expensive zip code and 50 lives in this cheaper one, so maybe I don’t have to charge that much in Florida.

Mandi Bishop 16:40 Right and even something is fundamental, a lot of the times they’re looking on national level, their profit and loss, and looking at the different market projections, and they are able to look at this micro level. Something this fundamental happened a few weeks ago, I was speaking to one of our clients and they didn’t realize that the hospitals that they were contracted in and their membership concentration, I showed them on a map, like I just pull up a geospatial analysis and I said, okay this are the hotspot like this is a heat map of your membership and this is a heat map of the hospitals where you’re network, and never the two shall pass.

It was a really interesting conversation and it’s something that would have been, it’s in their data. It’s been in there data all along, but just the ability to see it and the ability to visualize the fact that your ED utilization for non network and your ambulance utilization for your out of the network ED and ambulance is incredibly high, and it’s because the hospitals where you’re contracted are not in the space where your members live. So something that fundamental, there’s a lot of opportunity for these things.

Todd Eury 17:38 So I’m listening to you and ultimately the answer to this question is the patient. So the question is who is your customer? And ultimately it is the patient, however it sounds like your consulting and/or providing a solution to an insurance company? Is that your customer?

Mandi Bishop 17:59 Our end customer, the end consumer is always going to be the patient and their caregivers, right? So the patient and their families, they are the beneficiaries, so let me just say that. They are the beneficiaries, they are ultimately who we are trying to help.

So they are where we start in all of our considerations. Who pays for our services is either a health system or an insurer. So those are the two entities that we are focused on on partnering with from a financial perspective. But at the end of the day having the opportunity to help patients is always where we start.

Todd Eury 18;28 Very good.

Mandi Bishop 18:29 Yeah.

Todd Eury 18:30 Now I understand.

Joe Lavelle 18:31 You know patient engagement, we’ve probably talked with 90% of our guests about patient engagement. Is this going to evolve into a point where we can really engage the patient on social determinants of health?

Mandi Bishop 18:43 Yeah, so what we are using, it’s interesting because the patient engagement drives me a little crazy. I love to walk the floor and see all the digital health engagements, I really really love it. I have yet to see a market where a substantial portion of the people in that marketplace has a long-term vested interest in digital health advantage. They don’t necessarily believe that there’s an app out there that can help them effectively manage their health. They are willing to try it, they’re willing to try it with varying degrees of trust depending upon who the source of information is, the doctor always much more trustworthy than the insurance provider for example, like those kinds of things that wouldn’t surprise you.

But the engagement can’t succeed if we as a system decide the kind of engagement we’re going to force and don’t listen and don’t understand what kind of engagement is going to be effective, and what is desired. If I have an entire populations who text rather than use a smartphone app, they may have a smartphone but they don’t use apps on it, they don’t use the internet connectivity, they only want to do SMS engagement. That’s the medium in which I need to operate in order for that to be successful. And even something as simple as Uber, right? There’s a lot of really cool opportunity to partner with Uber to solve transportation ( or other you know Lyft or others) to solve for transportation challenges and an ambulance. But that only works for patients who again have a smartphone, and have the app, and are willing and comfortable using this level of digital engagement.

So I think that we need to get to a place, if we want to truly adapt useful patient engagement strategies. I think we want to be effective, we always have to consider why would this person use this? Is this person comfortable operating in this environment? Do they have access to everything that they would need in order for this to be successful? Do they understand why this matters and do they understand like what is the benefit to them? And right now we’re really not bothering to solve any of those problems.

Right now as an industry we’re just pushing different types of engagement technologies and engagement methodologies down to people’s throats.

Joe Lavelle 20:42 Amen.

Mandi Bishop 20:43 Yeah, it’s not working.

Joe Lavelle 20:44 I mean since we’re just friends and no one is going to listen to this, we can talk, right?

Mandi Bishop 20:49 I’m a straight shooter, right? I don’t BS anybody.

Joe Lavelle 20:52 I wish engagement was different, but the fact is even if a hospital did great. There’s four hospitals in Mobile. My family has been to all four. We have medical records in all four. They are not on the same system. If one of the hospitals had a great system for engagement, we didn’t get the choice when our doctor made us go to surgery to a different hospital, so that’s going to have to change that … Either the hospitals cooperate or the patient gets to be the center of the universe. And build that from the patient.

Mandi Bishop 21:23 Right. I would love, as you were just saying that, I would love to see a way for communities and patients to drive, like for these types of behavior networks, to drive network contract. So that I can see where your family needs to go and like where your family and people like your family, how your utilization patterns should drive network contracting. I would love to see that level kind of patient driven network contract design. That would be amazing because that would really be patient centric. Like these are the doctors and physicians there, these are the doctors, these are the hospitals,, this is what I need in order for me to be successful.

So now you ensure, you design a reimbursement methodology and any network contract that is applicable to me. I would love to see that level of innovation. I don’t think that’s ever going to happen but I would really really love to see it.

Todd Eury 22:13 All right. Now we are shifting gears, we’re down shifting now to have fun.

Mandi Bishop 22:19 Because this hasn’t been fun at all.

Todd Eury 22:20 Because we have to have a little bit of fun.

Joe Lavelle 22:21 Fun AND informative!

Todd Eury 22:23 The way that I met wass you through social media. You are one of the most out there, dominating social media rock stars .. #heatlhcareIT, #HealthITChicks and so much of what you’re involved in. Tell me how, number one, you got started in social media and also why it’s important for the rest of our healthcare community to really understand the true leverage. Not just to show up and be there like a me-to, but to really use it sincerely.

Mandi Bishop 22:52 So, I accidentally bumbled my way on to Twitter in 2012. I had just started a new business and I was doing well in Jacksonville, but I wanted to understand at a national level what was happening outside of my network, and outside of what was going on in my area. And I wanted to expand, right? I wanted to be able to scale. So I thought I would check out this thing called Twitter and see what was happening.

And I accidentally bumbled my way into tweetchats. So I accidentally bumbled on my way into a tweetchat that takes place on Sunday evenings called healthcare social media, so it’s #hcsm. And in that tweetchat I bumped into three people: so Brian Ahier, and Wen Dombrowski, and John Lynn. And so I just accidentally found three of the most influential and important voices in our industry and in healthcare from a social perspective. They’re prolific in their writings. I just happened to bumble in to them.

And Brian Ahier invited me into attend the Strata Rx conference, where I was able to meet Tim O’Reilly and Fred Trotter and so many just industry visionaries, all through Twitter and all through my engagement on social media. And so I got to be honest, it was not strategic on my part, I wanted to understand what is happening in the conversation and I just happen to take to it like a duck to water. I have found over the years now of using social media that my super hero talent, I guess if I had one, right? My super power would be I’m able to assimilate really vast interverse data sources, information sources. Kind of instantly and distil them down.

Todd Eury 24:31 A 140 characters.

Mandi Bishop 24:32 140 characters, yes. I mean 140 characters or a conversation.

And being able to do that and being able to do it in settings on the fly, so like the Tweet chats and those kinds of things. I’m in my element because I can look at what a 100 different people are saying, and I can figure out, okay out of these hundred people, 80 of these people are saying something that I really think is amazing. Then 20 of those people are saying thing that I really disagree with it. So let me see if I can miss match that together and have something pithy to come back with. I have my George Costanza, my George store comeback moment.

And it mattered, so that engagement literally changed my life and I say that in all seriousness, I’m not being snarky. The ability to leverage healthcare social media to engage with thought leaders in the industry to identify voices that were very important who were saying things that really resonated with me has meant everything and it changed my career. It put me on the trajectory that I am on now, and I can honestly say that I think every opportunity that I’ve received in the last five years has been 100% due to my involvement on social media.

Yeah, I think it’s not necessary to if you’re not comfortable participating, I think that that’s okay. But I think that understanding the mediums and understanding if you want to get a pulse of what is happening that I think Twitter has become an incredible source for news as we’ve seen in the election, right? We have seen the power of social media playing out on multiple fronts. So go on to Twitter, go on to LinkedIn, there are numbers of healthcare thought leaders on LinkedIn who are putting out amazing pieces on a daily basis and these are outside of your mainstream media. These are people who are living and working in the industry who can tell you the real story about what’s happening.

And they are sharing it with you, and they are responsive. So the ability to level the playing field and accessing someone like Andy Slavitt, I was tweeting back and forth with Andy Slavitt today. Andy Slavitt would never have known who I was, right? I’m just this girl from Jacksonville, how is that happen? But because we are all equal on the screen, we are all equal and there’s an opportunity, there’s an opportunity to engage and interact with industry leaders and it’s unparalleled and this opportunity is huge and everybody should take advantage of it when they can.

Joe Lavelle 26:32 Mandi I am going to quote you, I teach social media to many organizations that I belong to because they all said, Joe you’re so great at it, will you teach? And so I put together class and I start with, look this is a career discussion.

How many people have changed jobs in the last two years, half the room right?

Okay, so in the next two years all of you are going to have a new job. Guess what? You might be competing with me. Let me tell you about my network.

Just this last two days, Dr. Nick, Nick Adkins, Regina Holliday, Mandi Bishop

And you’ve got to give and take to be a part of the network, but I have access to all of these smart people that are delivering this great content freely and for all of us to learn and share. If you don’t take advantage of that somebody is and guess what? The next time you’re going up for a job, it maybe somebody who is competing.

Mandi Bishop 27:21 Exactly.

Joe Lavelle 27:22 And if you’re not participating, they are going to be smarter than you, and better connected than you, and you won’t get the job. So if you’re okay with that, you all don’t have to listen to the rest of the social media training… but it’s a career discussion.

Mandi Bishop 27:34 It is.

Joe Lavelle 27:35 And how did we learn before? We learn from books and magazines.

Now, I have never met Dr. Nick in person until today. I’ve seen him speak since 2000 something. At HIMSS, but it’s great to finally meet him in person. We’ve talked out there.

Mandi Bishop 27:52 And you feel like you know each other.

Todd Eury 27:53 By the time you meet him face to face, like if John Nosta walks up here right now I’m going to hug that man. I’d never met him face to face, but he’s been on my show three times. He knows what’s going on, and I think that’s what social media does, it brings down the walls if you are comfortable. But I want to say the key word, if you’re sincere.

If you’re there just to sell your bag of goods and that’s it, you’re not going to survive on social media.

Mandi Bishop 28:18 Yeah, exactly.

Todd Eury 28:19 Especially Twitter.

Mandi Bishop 28:20 Well it’s interesting just thinking about the career change thing. So it is as much a career tool and a personal branding opportunity. So in the five years that I’ve been on Twitter I have had 3 different kind of career iterations, but the one thing that is in common is me and my personal brand, and the fact that I have always kind of organically engaged, and I don’t know how to sell anything. Learning how to sell stuff would be cool, but you do like you are able to organically engage, you’re able to be sincere, you’re able to be authentic. And as long as you are authentic, you are able to leverage this opportunity and parlay it into something bigger that you ever could have imagined.

Joe Lavelle 28:54 Sadly, we’ve got to end this conversation. There needs to be many many more. Before we let you go, how do people contact you and learn more about Aloha Health?

Mandi Bishop 29:16 Oh, absolutely. So the easiest way to contact me is always through Twitter, so I’m @MandiBPro. I can also be reached at because healthcare is saying aloha to me as an individual. So we’re seeing patients as people.

Joe Lavelle 29:26 All right. Mandi thanks so much for stopping by and sharing your wisdom. We had such a great time.

Mandi Bishop 29:30 Thank you so much for having me. It was awesome.

Joe Lavelle 29:32 Yes it was. That wraps this live broadcast from HIMSS. Again we want to shout out to our sponsor Experian Health, what a great partner. On behalf our of guest, Mandi Bishop, my co-host Todd Eury, I am Joe Lavelle and we’ll back with more “Join The Conversation” coverage from Orlando.

#JoinTheConversation on Healthcare Transformation with Experian Health at #HIMSS17

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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#JoinTheConversation on Healthcare Transformation with Experian Health at #HIMSS17


Joe Lavelle
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JOE LAVELLE is a Healthcare Management and Technology Consultant with a record of successfully meeting the business and technology challenges of diverse organizations including health plans, health delivery networks, and health care companies for 25 years. Joe worked his way up through Cap Gemini and Andersen Consulting to the partner/VP level of at First Consulting Group, Technology Solutions Group and Santa Rosa Consulting. After running his own company, Results First Consulting, for 12 years Joe Co-Founded intrepidNow with Todd Schnick to create incredible content to dramatically improve the sales and marketing efforts of their clients.