Stay ConnectedA limited series podcast by Out-of-Pocket, hosted by Alex Dou.
Each episode is a post-mortem on a product or feature that didn’t work the way it was supposed to. The goal: an encyclopedia of known failures so the next generation of builders can skip the mistakes we’ve already made and fail at something new.
Copyright: © 2023 Out-of-Pocket Health, LLC
This episode is sponsored by Out of Pocket, because no one is prouder of us than us: https://www.outofpocket.health/
You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center and Healthcare 101): https://www.outofpocket.health/course-library
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Hosts:
Nikhil Krishnan (twitter: https://twitter.com/nikillinit)
Danielle Poreh (linkedin: https://www.linkedin.com/in/danielleporeh/ twitter: https://twitter.com/danielleporeh )
Guest:
Sandy Varatharajah (twitter: https://twitter.com/sanvrajah?lang=en)
TIMESTAMPS
(00:00) Introduction to the 12 Gifts of Ops Christmas
(01:30) Gift #1: Think like a product person
(02:49) Gift #2: Run a drip campaign
(04:12) Gift #3: Give people sight into the problems
(06:01) Gift #4: Face your hidden factories, make swim lane maps
(08:50) Gift #5: Start an offboarding doc
(10:42) Gift #6: Prove something can be done before hiring a team
(12:58) Gift #7: When in doubt, fly out
(15:20) Gift #8: Build an ops roadmap
(18:05) Gift #9: Before effort comes focus
(22:43) Gift #10: Upgrade your software to AI features
(26:33) Gift #11: Contracts create choke points
(30:53) Gift #12: The power of schedule sending
Matthew Woo, Co Founder and Head of Product at Summer Health joins the thinksquad, aka Danielle and Nikhil to unpack how Summer Health builds an AI first company. He breaks down how they think through operationalizing AI, instilling an AI first culture throughout their team and how you can start applying it now.
This episode is sponsored by Out of Pocket, because no one is prouder than us than us.
You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center and Healthcare 101).
Referenced websites:
OpenAI Customer Story:
https://openai.com/customer-stories/summer-health
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Hosts:
Nikhil Krishnan (twitter)
Danielle Poreh (linkedin)
Guest:
Matthew Woo (LinkedIn)
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Timestamps
(00:00) Intro to Matthew
(02:10) About Summer Health
(03:04) Achieving SLA for SMS Response Time
(04:28) Evolution of SLA and Scaling
(05:55) Improving SLA through Staffing and Routing
(08:42) Managing On-Call Operations
(09:36) AI Integration in Healthcare
(16:19) Adopting GPT Models in Summer Health
(19:44) Process of Obtaining a BAA with OpenAI
(21:29) Availability and Cost of BAAs
(23:49) Exploring Other Large Language Models
(26:34) Designing Effective Prompts for AI
(29:53) Embedding AI in Company Operations
(32:43) AI Tools and Workflow Optimization
(36:51) Expanding to Multimodal AI
(43:02) Scoring Empathy in Conversations
(44:44) Choosing the Right Problems for AI
(46:09) Bringing AI into an Organization
(47:07) Starting Small and Proving Use Cases
(48:05) Implementing AI into Clinical Workflow
(49:03) Monitoring and Reviewing AI Output
(50:01) Doctor's Excitement and Adoption of AI
(51:27) Takeaways
They share their lessons learned and core principles that made the build happen so quickly. We go deeper into interview tips, building flexibility in product and frameworks to ensure alignment along the way.
This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/
You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center and Healthcare 101): https://www.outofpocket.health/course-library
Nouns and Verbs Framework Example: https://www.figma.com/file/12KN4gcVbGMRZ8rPAkia47/Nouns-and-Subnouns-(Ops-I-did-it-again)?type=whiteboard&node-id=0%3A1&t=91gvKyCbIfPcwnNg-1
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Hosts:
Nikhil Krishnan (twitter: https://twitter.com/nikillinit)
Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)
Summary
In this episode, HouseRx discusses how they built their product and created a flexible and massive software from scratch. They emphasize the importance of taking the time to learn and build relationships within the team. They also highlight the value of recruiting product-minded individuals and empowering them to provide feedback and contribute to the product development process. The team shares their experiences in building the MVP and the investments they made early on. They discuss the importance of flexibility in the product and the metrics they used to measure success. Overall, their approach focused on collaboration, continuous improvement, and delivering a better experience for pharmacists and patients.
Takeaways
Take the time to learn and build relationships within the team.
Recruit product-minded individuals and empower them to provide feedback and contribute to the product development process.
Invest in building a flexible product that can adapt to different use cases and workflows.
Measure success through metrics such as support tickets and time to fill.
Chapters
(00:00) Introduction to HouseRx and its departments
(01:57) Early activities and building a relationship
(03:23) Creating a better experience for pharmacists
(04:23) Learning from initial experiences
(06:19) Recruiting product-minded individuals
(07:44) Coaching and empowering the team
(09:40) Assessing product-mindedness in candidates
(10:36) Recruiting from large, structured organizations
(13:13) Encouraging feedback and collaboration
(14:12) Iterating on the product and gathering feedback
(15:37) Timeline for building the MVP
(17:30) Starting to see patients on day one
(19:52) Investments made early on
(21:21) Flexibility in the product
(23:37) Nouns and verbs framework
(25:03) Building flexibility into the product
(28:49) KPIs and metrics
(29:17) Improving support tickets
(33:31) Time to fill as a North Star metric
(36:20) Investing time and space for learning
(37:18) Being present and physically involved
In this episode, he shares his clinical and operational playbook for executing on the channel effectively and even laughs at Nikhil’s jokes. We go deeper into how they measure value, track SLAs and how the channel has evolved.
For folks who are in the value based care world, looking to incorporate texting into their care model or curious about how Galileo tapped into the channel so effectively, this one is made for you.
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This episode is sponsored by Out of Pocket, because no one is prouder of us than us: https://www.outofpocket.health/
You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center and Healthcare 101): https://www.outofpocket.health/course-library
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Hosts:
Nikhil Krishnan (twitter: https://twitter.com/nikillinit)
Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)
Timestamps:
(00:00) Intro to Ajay
(00:59 What Galieo does and Ajay’s role
(3:11) What field based teams do
(5:36) Lessons learned building a field based team
(09:10) How Galileo builds comradery to avoid burnout
(11:00) What Ajay does on roadtrips
(12:00) When to use and not use SMS
(13:56) Ajay’s take on what makes SMS so valuable
(17:57) Should we charge for texting?
(22:14) Triage protocols for SMS
(25:12) Bucketing SLAs for SMS
(27:48) QA on triaging and continuous improvement
(29:26) The flow of a single SMS
(30:52) How to get started with SMS
(33:46) When it’s time to centralize the function
(34:34) The galileo care team
(36:56) Determining outbound SLAs
(39:17) Preferences in population
(40:00) Groupchats
(42:22) How to sound like a human & 24/7 care
(43:31) Measuring value in SMS
(47:26) Speed matters
(49:01) Hot takes
(50:57) SMS in a virtual based care model
(52:56) Making sure people have your number
(56:12) Ajay’s Mike Jones moment
Introducing Ops I did it again, a limited series podcast by Out-of-Pocket, hosted by Danielle Poreh and Nikhil Krishnan. We interview builders in healthcare operators breaking the mold (aka solving problems all ops people are facing)
First episode dropping soon!
Links:
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