https://simplecast.com Ops I did it again by Out of Pocket A 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. 2026 Out-of-Pocket Health, LLC en Wed, 1 Apr 2026 16:00:00 +0000 Wed, 1 Apr 2026 17:30:56 +0000 https://ops-i-did-it-again.simplecast.com Ops I did it again by Out of Pocket https://image.simplecastcdn.com/images/60e2b59f-ca09-4dc7-8d7c-c565a7f46186/58fb86a7-9a6f-49d8-89bc-e7587de1e493/3000x3000/ops_season_image.jpg?aid=rss_feed https://ops-i-did-it-again.simplecast.com episodic A 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. Alex Dou false https://feeds.simplecast.com/LlqXEJ6l operations, startup, digital health, healthcare, healthcare operations Alex Dou alex@outofpocket.health 751aabaf-0019-4b1e-bd52-2107bc584881 Ignore brokers at your own risk. Antagonize them at your ruin. Build a health plan with Nick Soman What we cover

Start with brokers, not against them. The typical "tech disruption" approach frames brokers as rent-seeking middlemen. 

Nick's counterargument: 

  • Brokers fill a trust role that no website can replicate
  • They touch roughly 70% of small-to-mid-size business health plan sales
  • They will pick up the phone (how many millennials and Gen Zers can say that? Certainly not I)
  • Brokers will also tell your product team what's missing. All of those "oH, MemBeRS woN’T bOOk USer IntErvIeWs wITh mE" Product Managers should probably be talking to brokers

If you don't have rate relief, you have nothing. Rate relief is the one question brokers are being asked by their clients, day in and day out. If you can't show that your plan is cheaper for at least 40% of groups, the conversation doesn't start. Nick's heuristic: if the broker doesn't have price, they have nothing to sell, no matter how elegant the technology.

Therefore: focus on steerage. The difference between the cheapest and most expensive MRI in Austin, TX is roughly 8x. If you can build a plan that guides people to the lower-cost option for non-emergency shoppable services, you've found the actual lever. Nick's starter heuristic: for all non-emergency hospital claims, do you have an alternative good spot to send members to next time? 

Then simplify until it hurts. Decent spent four years before it could credibly sell the Zero Plan: “if you do what the plan wants you to do, it costs you $0 outside your monthly contribution.” That is the level of simplicity you need to actually break through to the decision maker at your prospects. The HR person who has to make this decision once a year and really doesn't want to be in this conversation needs a message that lands in one sentence. This also helps brokers sell (remember rule number one).

Brought to you by

Stedi - Stedi is the modern healthcare clearinghouse. They’re the new way to verify insurance, submit claims, and track claim payments. http://stedi.com/demo

For inquiries about sponsoring the podcast, email sales@outofpocket.health

Find Nick

Exciting upcoming events in the OOP world

  • We have a Hackathon in SF from Apr 17-19. We’re full on Hackers, but you should definitely come to Demo Day and see what people built. I built an app for people to lend Oura Sleep/Readiness Points to each other… at 10% Daily Compounding. I’m calling it “Oura Farming”. I guarantee you there will be 10x better ideas than that at Demo Day

Timestamps

00:00 Intro: Why Tech People Fail in Healthcare (With Nick Soman, Former CEO of Decent)

09:47 Tip #1 — If You Can't Sell to Brokers, You Have Nothing

19:17 Reframe Brokers as Channel Partners, Not Middlemen

29:06 Make It Simpler. Then Simpler Again. (The Story of the Zero Plan)

34:53 The Secret Weapon: Steerage (And Why an 8x Price Spread Changes Everything)

43:56 Narrow Networks, Broker Trust, and Building Something You'd Put Your Own Family On

]]> Wed, 1 Apr 2026 16:00:00 +0000 alex@outofpocket.health (Nick Soman, Alex Dou) https://ops-i-did-it-again.simplecast.com/episodes/ignore-brokers-at-your-own-risk-antagonize-them-at-your-ruin-build-a-health-plan-with-nick-soman-IolTc0VX What we cover

Start with brokers, not against them. The typical "tech disruption" approach frames brokers as rent-seeking middlemen. 

Nick's counterargument: 

  • Brokers fill a trust role that no website can replicate
  • They touch roughly 70% of small-to-mid-size business health plan sales
  • They will pick up the phone (how many millennials and Gen Zers can say that? Certainly not I)
  • Brokers will also tell your product team what's missing. All of those "oH, MemBeRS woN’T bOOk USer IntErvIeWs wITh mE" Product Managers should probably be talking to brokers

If you don't have rate relief, you have nothing. Rate relief is the one question brokers are being asked by their clients, day in and day out. If you can't show that your plan is cheaper for at least 40% of groups, the conversation doesn't start. Nick's heuristic: if the broker doesn't have price, they have nothing to sell, no matter how elegant the technology.

Therefore: focus on steerage. The difference between the cheapest and most expensive MRI in Austin, TX is roughly 8x. If you can build a plan that guides people to the lower-cost option for non-emergency shoppable services, you've found the actual lever. Nick's starter heuristic: for all non-emergency hospital claims, do you have an alternative good spot to send members to next time? 

Then simplify until it hurts. Decent spent four years before it could credibly sell the Zero Plan: “if you do what the plan wants you to do, it costs you $0 outside your monthly contribution.” That is the level of simplicity you need to actually break through to the decision maker at your prospects. The HR person who has to make this decision once a year and really doesn't want to be in this conversation needs a message that lands in one sentence. This also helps brokers sell (remember rule number one).

Brought to you by

Stedi - Stedi is the modern healthcare clearinghouse. They’re the new way to verify insurance, submit claims, and track claim payments. http://stedi.com/demo

For inquiries about sponsoring the podcast, email sales@outofpocket.health

Find Nick

Exciting upcoming events in the OOP world

  • We have a Hackathon in SF from Apr 17-19. We’re full on Hackers, but you should definitely come to Demo Day and see what people built. I built an app for people to lend Oura Sleep/Readiness Points to each other… at 10% Daily Compounding. I’m calling it “Oura Farming”. I guarantee you there will be 10x better ideas than that at Demo Day

Timestamps

00:00 Intro: Why Tech People Fail in Healthcare (With Nick Soman, Former CEO of Decent)

09:47 Tip #1 — If You Can't Sell to Brokers, You Have Nothing

19:17 Reframe Brokers as Channel Partners, Not Middlemen

29:06 Make It Simpler. Then Simpler Again. (The Story of the Zero Plan)

34:53 The Secret Weapon: Steerage (And Why an 8x Price Spread Changes Everything)

43:56 Narrow Networks, Broker Trust, and Building Something You'd Put Your Own Family On

]]> Ignore brokers at your own risk. Antagonize them at your ruin. Build a health plan with Nick Soman Nick Soman, Alex Dou 00:54:00 There's a specific flavor of hubris that shows up when a tech founder enters healthcare. It sounds like: "Brokers are just middlemen getting rich off of a broken system. We'll go direct to the employer." Nick Soman spent years building Decent, a health plan designed around direct primary care, and he watched a lot of smart people make this exact mistake. He also made some of them himself. This episode is the map of those wrong turns. Nick is the former founder and CEO of Decent, now Chief Commercial Officer at Nice Healthcare (Decent and Nice, Nice and Decent). I can happily say that Nick lives up to his two companies' names. There's a specific flavor of hubris that shows up when a tech founder enters healthcare. It sounds like: "Brokers are just middlemen getting rich off of a broken system. We'll go direct to the employer." Nick Soman spent years building Decent, a health plan designed around direct primary care, and he watched a lot of smart people make this exact mistake. He also made some of them himself. This episode is the map of those wrong turns. Nick is the former founder and CEO of Decent, now Chief Commercial Officer at Nice Healthcare (Decent and Nice, Nice and Decent). I can happily say that Nick lives up to his two companies' names. brokers, steerage, insurance false full 2 2 dd6ec4f1-918c-45c0-9964-f028f4bcdd9c PROs, UX/UI Design for trials, and the nocebo effect | Paul Wicks, PhD The episode moves through three connected ideas.

First: clinical trials have a UX problem.

One in five trials recruits zero patients. Half under-recruit. Paul's early work was understanding why – and fixing it. The answer was almost never the science. It was that patients had no parking, caregivers had no wifi (or babysitting!), and the protocol assumed everyone could get to Mass General by 9 AM on a Friday via public transit. Solving that required showing trial designs to actual patients before locking them, and listening to their recorded reactions rather than just summarizing their survey scores.

Second: measuring patient experience is genuinely hard.

There are no inches of insomnia. No pounds of pain. Patient Reported Outcomes – PROs – exist because the most burdensome chronic conditions don't have actual units that can be measured. There are thousands of PROs, many are outdated (the fibromyalgia questionnaire from the early 2000s asks how well you can vacuum and cook for your family), and most were designed for clinical trials, not for weekly check-ins on a mobile screen. So for you, Product Manager/Engineer/Builder: how are you going to measure whether your Care Model actually improves patient health?

Third: building PROs into a product creates specific traps.

Paul runs through the ones he has seen firsthand: copyright violations (most scales are licensed and litigation can cost millions), engagement drop-off (5–10% of users is a good day for consistent tracking), incentive fraud (cash rewards attract bot farms), the nocebo effect (asking about pain can worsen it: hey, 1-10 scale, how itchy are you right now?), and the regulatory ceiling – go too far with your tracker and you've crossed into medical device territory, with all the compliance that comes with it.

The Five Things to Know Before You Build

1. You probably don't have permission to use that questionnaire. Most validated scales are owned by universities and licensed for a fee. Saying you found it published online doesn't mean it's free. The database PROQOLID lists rights holders, and some of them are quite litigious 

2. Only about 5–10% of patients will track at the cadence you're planning. The ones who do are not representative of your broader user base. Obsessive trackers skew your data. Users with executive dysfunction may not be able to log in, let alone complete a questionnaire.

3. Cash incentives destroy your data. If you offer a financial reward for completion, expect an avalanche of bots and fraudulent responses. Survey researchers report 80–90% fraud rates in incentivized studies. Things that seem to work better: setting group goals, an AMA with the scientists behind the study, and giving users a summary of what their data revealed.

4. Asking about symptoms can worsen them. The nocebo effect is real (for example: scale of 1-10, how itchy do you feel right now?). Paul's team designed positively-framed questions ("how well are you sleeping?") rather than deficit-focused ones ("how bad is your insomnia?") specifically to reduce iatrogenic harm.

5. Interpreting a score triggers regulation. Tracking is fine. Saying that a score of 5/5 means "severe" COULD make your app a medical device and suddenly make you beholden to a lot more regulation

Brought to you by

Nirvana - Nirvana delivers real-time eligibility checks and cost estimates and plugs right into your existing workflows

For inquiries about sponsoring the podcast, email sales@outofpocket.health

Resources

Timestamps

  • 00:00 — Paul's origin story: ALS research, patient communities, and clinical trial ethics
  • 03:00 — PatientsLikeMe and showing trial protocols to patients before locking them can actually INCREASE recruitment
  • 11:00 — What PROs (Patient Reported Outcomes) are, why there are so many, and why none of them agree
  • 18:00 — Pharma, payers, providers, patients – and who actually cares about PRO data
  • 26:00 — The fifth stakeholder: scale developers. Beware for license fees and lawsuit risk
  • 30:00 — Which patients actually track data, and what to do about everyone else
  • 33:00 — False starts: psoriasis body maps, crab-to-clam scales, and positive framing
  • 38:00 — The regulatory ceiling and pharmacovigilance
]]> Wed, 18 Mar 2026 19:00:00 +0000 alex@outofpocket.health (Paul Wicks, Alex Dou) https://ops-i-did-it-again.simplecast.com/episodes/pros-ux-ui-design-for-trials-and-the-nocebo-effect-paul-wicks-phd-2nzdmtuG The episode moves through three connected ideas.

First: clinical trials have a UX problem.

One in five trials recruits zero patients. Half under-recruit. Paul's early work was understanding why – and fixing it. The answer was almost never the science. It was that patients had no parking, caregivers had no wifi (or babysitting!), and the protocol assumed everyone could get to Mass General by 9 AM on a Friday via public transit. Solving that required showing trial designs to actual patients before locking them, and listening to their recorded reactions rather than just summarizing their survey scores.

Second: measuring patient experience is genuinely hard.

There are no inches of insomnia. No pounds of pain. Patient Reported Outcomes – PROs – exist because the most burdensome chronic conditions don't have actual units that can be measured. There are thousands of PROs, many are outdated (the fibromyalgia questionnaire from the early 2000s asks how well you can vacuum and cook for your family), and most were designed for clinical trials, not for weekly check-ins on a mobile screen. So for you, Product Manager/Engineer/Builder: how are you going to measure whether your Care Model actually improves patient health?

Third: building PROs into a product creates specific traps.

Paul runs through the ones he has seen firsthand: copyright violations (most scales are licensed and litigation can cost millions), engagement drop-off (5–10% of users is a good day for consistent tracking), incentive fraud (cash rewards attract bot farms), the nocebo effect (asking about pain can worsen it: hey, 1-10 scale, how itchy are you right now?), and the regulatory ceiling – go too far with your tracker and you've crossed into medical device territory, with all the compliance that comes with it.

The Five Things to Know Before You Build

1. You probably don't have permission to use that questionnaire. Most validated scales are owned by universities and licensed for a fee. Saying you found it published online doesn't mean it's free. The database PROQOLID lists rights holders, and some of them are quite litigious 

2. Only about 5–10% of patients will track at the cadence you're planning. The ones who do are not representative of your broader user base. Obsessive trackers skew your data. Users with executive dysfunction may not be able to log in, let alone complete a questionnaire.

3. Cash incentives destroy your data. If you offer a financial reward for completion, expect an avalanche of bots and fraudulent responses. Survey researchers report 80–90% fraud rates in incentivized studies. Things that seem to work better: setting group goals, an AMA with the scientists behind the study, and giving users a summary of what their data revealed.

4. Asking about symptoms can worsen them. The nocebo effect is real (for example: scale of 1-10, how itchy do you feel right now?). Paul's team designed positively-framed questions ("how well are you sleeping?") rather than deficit-focused ones ("how bad is your insomnia?") specifically to reduce iatrogenic harm.

5. Interpreting a score triggers regulation. Tracking is fine. Saying that a score of 5/5 means "severe" COULD make your app a medical device and suddenly make you beholden to a lot more regulation

Brought to you by

Nirvana - Nirvana delivers real-time eligibility checks and cost estimates and plugs right into your existing workflows

For inquiries about sponsoring the podcast, email sales@outofpocket.health

Resources

Timestamps

  • 00:00 — Paul's origin story: ALS research, patient communities, and clinical trial ethics
  • 03:00 — PatientsLikeMe and showing trial protocols to patients before locking them can actually INCREASE recruitment
  • 11:00 — What PROs (Patient Reported Outcomes) are, why there are so many, and why none of them agree
  • 18:00 — Pharma, payers, providers, patients – and who actually cares about PRO data
  • 26:00 — The fifth stakeholder: scale developers. Beware for license fees and lawsuit risk
  • 30:00 — Which patients actually track data, and what to do about everyone else
  • 33:00 — False starts: psoriasis body maps, crab-to-clam scales, and positive framing
  • 38:00 — The regulatory ceiling and pharmacovigilance
]]> PROs, UX/UI Design for trials, and the nocebo effect | Paul Wicks, PhD Paul Wicks, Alex Dou 00:45:11 Your executive just asked your team to build a symptom tracker. It seems straightforward. Ask patients how they feel, collect the data, show a graph. Then in six months, pull the numbers: patients came in at a 9/10 on your Symptom Tracker, and after six months of weekly use, they're at a 3. Company gets a CPT code. You get promoted to Senior Product Manager. Everybody goes home happy. Paul Wicks has spent 25 years watching that plan run into walls. In this episode, neuropsychologist and digital health consultant Paul Wicks walks Alex through everything product teams don't know when they start building Patient Reported Outcomes into their apps – from why researchers should physically walk through hospitals as patients before locking trial protocols, to why your scale might use a crab instead of a number Your executive just asked your team to build a symptom tracker. It seems straightforward. Ask patients how they feel, collect the data, show a graph. Then in six months, pull the numbers: patients came in at a 9/10 on your Symptom Tracker, and after six months of weekly use, they're at a 3. Company gets a CPT code. You get promoted to Senior Product Manager. Everybody goes home happy. Paul Wicks has spent 25 years watching that plan run into walls. In this episode, neuropsychologist and digital health consultant Paul Wicks walks Alex through everything product teams don't know when they start building Patient Reported Outcomes into their apps – from why researchers should physically walk through hospitals as patients before locking trial protocols, to why your scale might use a crab instead of a number digital health, patient reported outcomes, clinical trials false full 1 2 c7c88caf-82c3-4513-a961-84b38115e59e How Photon Used Automations to Change E-Prescriptions | Michael Rado, CPO, Co-Founder, Photon Health In this episode of Ops I Did It Again, Michael Rado (aka Rado), Co-Founder and CPO at Photon Health joins the thinksquad aka Danielle and Nikhil to break down how they built and scaled products to support over 20,000 e-prescriptions a month. Rado shows a live demo of their build (on YouTube version) and candidly shares his learnings on how to scale with optimization and automation in mind. 

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare Call Center 101 crash course course visit: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center; Use code: ANSWERS for $100 off; Next cohort starts 4/16- 5/2

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off; Next cohort starts 4/23-5/9

Hosts:

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Nikhil Krishnan (https://twitter.com/nikillinit)

Guests:

Michael Rado (https://www.linkedin.com/in/michaelrado) 

 

Timestamps:

(00:00) Intro

(01:45) Michael Rado and his journey to Photon

(03:14) How Photon Health works

(07:36) Courses by Out Of Pocket!

(16:49) What photon automates and measures

(24:23) The approach towards product development at Photon Health 

(29:25) Practical experiments for orgs to try 

]]> Thu, 28 Mar 2024 17:00:25 +0000 alex@outofpocket.health (Michelle Poreh, Danielle Poreh, Nikhil Krishnan) https://ops-i-did-it-again.simplecast.com/episodes/how-photon-used-automations-to-change-e-prescriptions-michael-rado-cpo-co-founder-photon-health-4hjOZCWh In this episode of Ops I Did It Again, Michael Rado (aka Rado), Co-Founder and CPO at Photon Health joins the thinksquad aka Danielle and Nikhil to break down how they built and scaled products to support over 20,000 e-prescriptions a month. Rado shows a live demo of their build (on YouTube version) and candidly shares his learnings on how to scale with optimization and automation in mind. 

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare Call Center 101 crash course course visit: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center; Use code: ANSWERS for $100 off; Next cohort starts 4/16- 5/2

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off; Next cohort starts 4/23-5/9

Hosts:

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Nikhil Krishnan (https://twitter.com/nikillinit)

Guests:

Michael Rado (https://www.linkedin.com/in/michaelrado) 

 

Timestamps:

(00:00) Intro

(01:45) Michael Rado and his journey to Photon

(03:14) How Photon Health works

(07:36) Courses by Out Of Pocket!

(16:49) What photon automates and measures

(24:23) The approach towards product development at Photon Health 

(29:25) Practical experiments for orgs to try 

]]> How Photon Used Automations to Change E-Prescriptions | Michael Rado, CPO, Co-Founder, Photon Health Michelle Poreh, Danielle Poreh, Nikhil Krishnan 00:34:06 In this episode of Ops I Did It Again, Michael Rado (aka Rado), Co-Founder and CPO at Photon Health joins the thinksquad aka Danielle and Nikhil to break down how they built and scaled products to support over 20,000 e-prescriptions a month. Rado shows a live demo of their build (on YouTube version) and candidly shares his learnings on how to scale with optimization and automation in mind. In this episode of Ops I Did It Again, Michael Rado (aka Rado), Co-Founder and CPO at Photon Health joins the thinksquad aka Danielle and Nikhil to break down how they built and scaled products to support over 20,000 e-prescriptions a month. Rado shows a live demo of their build (on YouTube version) and candidly shares his learnings on how to scale with optimization and automation in mind. digital health, healthcare operations, healthcare startups, healthcare, healthcare product design, e-prescribing false full 8 1 ef2d8df9-bad8-4713-a442-09911321bd2d Digital Health Ops: A Playbook for Every Growth Stage | Rahul Agarwal, COO Medplum On this episode of Ops I Did it Again, Rahul Agarwal (COO of Medplum) joins Danielle to share his digital health operations playbook. The “hero’s journey” playbook breaks down pro tips and gotchas throughout every stage of scale: from pre-seed all the way to scaling to 50 states.

If you are building a clinical workforce, scaling your digital health operations or looking into the future on how you should be building, this episode will give you several tactical tips to implement.

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare Call Center 101 crash course course visit: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center; Use code: ANSWERS for $100 off; Next cohort starts 4/16- 5/2

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off; Next cohort starts 4/23-5/9

Hosts:

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Nikhil Krishnan (twitter: https://twitter.com/nikillinit)

Guests:

Rahul Agarwal (https://www.linkedin.com/in/rahul-agarwal-330a979/) 

Timestamps:

(00:00) Intro

(02:23) Rahul explains his playbook

(02:58)Tips for early stage operators

(06:32) Leaving the jungle: finding product-market fit

(08:55) Operational playbook for scaling digital health services

(13:45)  Courses by Out Of Pocket!

(15:20) How to define  encounters

(24:10) How to develop care plans/clinical pathways

(30:59) Optimizing provider recruiting and workload with EHR design

(33:30) Standardize your metrics and avoid metric soup

(35:50) Dos and don’ts when scaling to 50 states

(39:43) Practical experiments for orgs to try 

]]> Mon, 18 Mar 2024 16:50:03 +0000 alex@outofpocket.health (Michelle Poreh, Nikhil Krishnan, Danielle Poreh) https://ops-i-did-it-again.simplecast.com/episodes/how-to-scale-your-digital-health-operations-ysAfDijh On this episode of Ops I Did it Again, Rahul Agarwal (COO of Medplum) joins Danielle to share his digital health operations playbook. The “hero’s journey” playbook breaks down pro tips and gotchas throughout every stage of scale: from pre-seed all the way to scaling to 50 states.

If you are building a clinical workforce, scaling your digital health operations or looking into the future on how you should be building, this episode will give you several tactical tips to implement.

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare Call Center 101 crash course course visit: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center; Use code: ANSWERS for $100 off; Next cohort starts 4/16- 5/2

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off; Next cohort starts 4/23-5/9

Hosts:

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Nikhil Krishnan (twitter: https://twitter.com/nikillinit)

Guests:

Rahul Agarwal (https://www.linkedin.com/in/rahul-agarwal-330a979/) 

Timestamps:

(00:00) Intro

(02:23) Rahul explains his playbook

(02:58)Tips for early stage operators

(06:32) Leaving the jungle: finding product-market fit

(08:55) Operational playbook for scaling digital health services

(13:45)  Courses by Out Of Pocket!

(15:20) How to define  encounters

(24:10) How to develop care plans/clinical pathways

(30:59) Optimizing provider recruiting and workload with EHR design

(33:30) Standardize your metrics and avoid metric soup

(35:50) Dos and don’ts when scaling to 50 states

(39:43) Practical experiments for orgs to try 

]]> Digital Health Ops: A Playbook for Every Growth Stage | Rahul Agarwal, COO Medplum Michelle Poreh, Nikhil Krishnan, Danielle Poreh 00:43:04 On this episode of Ops I Did it Again, Rahul Agarwal (COO of Medplum) joins Danielle to share his digital health operations playbook. The “hero’s journey” playbook breaks down pro tips and gotchas throughout every stage of scale: from pre-seed all the way to scaling to 50 states. On this episode of Ops I Did it Again, Rahul Agarwal (COO of Medplum) joins Danielle to share his digital health operations playbook. The “hero’s journey” playbook breaks down pro tips and gotchas throughout every stage of scale: from pre-seed all the way to scaling to 50 states. digital health, clinical operations, scaling, healthcare operations, healthcare startups, healthcare, ehr false full 7 1 4f80ce79-f84b-41dc-b221-3ffe40bfa868 Building Differentiated Patient Experiences | Kerem Ozkay, COO and Ayo Omojola CPO, Carbon Health In this episode of Ops I Did It Again, Kerem Ozkay (Chief Operating Officer) and Ayo Omojola (Chief Product Officer) from Carbon Health join the thinksquad aka Danielle and Nikhil, to discuss how they designed and deployed product solutions. They breakdown real examples of AI tools to enhance operations, strategies for patient care, and unique top of funnel marketing approaches. 

Later in the episode, Ayo shares a behind the scenes view at Carbon’s home grown EHR - it’s best viewed on YouTube so you can all the magic.

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare Call Center 101 crash course course visit: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center; Use code: ANSWERS for $100 off; Next cohort starts 4/16- 5/2

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off; Next cohort starts 4/23-5/9

Hosts:

Nikhil Krishnan (twitter: https://twitter.com/nikillinit)

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Guests:

Kerem Ozkay (https://www.linkedin.com/in/keremozkay/)

Ayo Omojola (https://www.linkedin.com/in/omojola/)

 

TIMESTAMPS

(00:00) Introduction

(01:43) 4 levers for tech-enabled healthcare

(03:03) Running patient acquisition, operations, and marketing

(09:34) SEO strategy and AI integration

(15:36) Courses by Out Of Pocket!

(17:11) The experience of scheduling

(28:04) Performance metrics and feedback loops

(29:54) Being 2x better at one thing vs 10x better at everything

(33:53) Understanding patient acquisition and call content

(36:04) The best tech for clinic reports

(37:49) Convincing doctors to adopt new tools

(41:02) Importance of localized patient acquisition

(41:31) Moving off of slack for field based team

(43:32) Automating Revenue Cycle Management (RCM)

(50:44) Charting and patient care with AI (live demo)

(55:05) Future of AI in healthcare

(01:03:26) Kerem and Ayo’s team dynamics

(01:05:38) Closing thoughts

]]> Thu, 29 Feb 2024 17:00:00 +0000 alex@outofpocket.health (Danielle Poreh, Nikhil Krishnan, Michelle Poreh) https://ops-i-did-it-again.simplecast.com/episodes/building-differentiated-patient-experiences-carbon-health-kerem-ozkay-chief-operating-officer-and-ayo-omojola-chief-product-officer-kIDq_kqK In this episode of Ops I Did It Again, Kerem Ozkay (Chief Operating Officer) and Ayo Omojola (Chief Product Officer) from Carbon Health join the thinksquad aka Danielle and Nikhil, to discuss how they designed and deployed product solutions. They breakdown real examples of AI tools to enhance operations, strategies for patient care, and unique top of funnel marketing approaches. 

Later in the episode, Ayo shares a behind the scenes view at Carbon’s home grown EHR - it’s best viewed on YouTube so you can all the magic.

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare Call Center 101 crash course course visit: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center; Use code: ANSWERS for $100 off; Next cohort starts 4/16- 5/2

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off; Next cohort starts 4/23-5/9

Hosts:

Nikhil Krishnan (twitter: https://twitter.com/nikillinit)

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Guests:

Kerem Ozkay (https://www.linkedin.com/in/keremozkay/)

Ayo Omojola (https://www.linkedin.com/in/omojola/)

 

TIMESTAMPS

(00:00) Introduction

(01:43) 4 levers for tech-enabled healthcare

(03:03) Running patient acquisition, operations, and marketing

(09:34) SEO strategy and AI integration

(15:36) Courses by Out Of Pocket!

(17:11) The experience of scheduling

(28:04) Performance metrics and feedback loops

(29:54) Being 2x better at one thing vs 10x better at everything

(33:53) Understanding patient acquisition and call content

(36:04) The best tech for clinic reports

(37:49) Convincing doctors to adopt new tools

(41:02) Importance of localized patient acquisition

(41:31) Moving off of slack for field based team

(43:32) Automating Revenue Cycle Management (RCM)

(50:44) Charting and patient care with AI (live demo)

(55:05) Future of AI in healthcare

(01:03:26) Kerem and Ayo’s team dynamics

(01:05:38) Closing thoughts

]]> Building Differentiated Patient Experiences | Kerem Ozkay, COO and Ayo Omojola CPO, Carbon Health Danielle Poreh, Nikhil Krishnan, Michelle Poreh 01:06:37 In this episode of Ops I Did It Again, Kerem Ozkay (Chief Operating Officer) and Ayo Omojola (Chief Product Officer) from Carbon Health join the thinksquad aka Danielle and Nikhil, to discuss how they design and deploy product solutions at scale. They breakdown real examples of AI tools to enhance operations, strategies for patient care, and unique top of funnel marketing approaches. In this episode of Ops I Did It Again, Kerem Ozkay (Chief Operating Officer) and Ayo Omojola (Chief Product Officer) from Carbon Health join the thinksquad aka Danielle and Nikhil, to discuss how they design and deploy product solutions at scale. They breakdown real examples of AI tools to enhance operations, strategies for patient care, and unique top of funnel marketing approaches. digital health, scaling, startups, healthcare operations, healthcare startups, healthcare, healthcare product design, product, healthcare marketing, carbon health false full 6 1 c6a40417-b6c9-49bb-b024-13e309595e29 How Thyme Care Scales Care Teams | Nate Brown, VP Market Operations Nate Brown  joins the Thinksquad, aka Danielle and Nikhil, to share lessons learned from scaling a 90 person care team in 3 years at Thyme Care.

We break down their organizational design, recruiting best practices (which includes lots of role play) and how to generally think through building alignment at different levels and stages of a start-ups evolution.

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

--- 

Hosts:

Nikhil Krishnan (Twitter: https://twitter.com/nikillinit)

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Guest:

Nate Brown (https://www.linkedin.com/in/nate-brown-50a4a625/)

--

TIMESTAMPS

(00:00) Introduction

(01:48) What is Thyme Care & their mission

(03:53) Nate's journey & role

(06:22) Measuring qualitative data

(08:25) The hiring process

(14:38) Role play in interviews

(23:17) ‘Pods' in organizational design

(25:33) Measuring success and adjusting for patient needs

(26:56) Company planning and aligning goals

(35:17) Conclusions

]]> Tue, 6 Feb 2024 16:30:00 +0000 alex@outofpocket.health (Michelle Poreh, Nikhil Krishnan, Danielle Poreh) https://ops-i-did-it-again.simplecast.com/episodes/how-thyme-care-scales-care-teams-nate-brown-vp-market-operations-hquo8GnC Nate Brown  joins the Thinksquad, aka Danielle and Nikhil, to share lessons learned from scaling a 90 person care team in 3 years at Thyme Care.

We break down their organizational design, recruiting best practices (which includes lots of role play) and how to generally think through building alignment at different levels and stages of a start-ups evolution.

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

--- 

Hosts:

Nikhil Krishnan (Twitter: https://twitter.com/nikillinit)

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Guest:

Nate Brown (https://www.linkedin.com/in/nate-brown-50a4a625/)

--

TIMESTAMPS

(00:00) Introduction

(01:48) What is Thyme Care & their mission

(03:53) Nate's journey & role

(06:22) Measuring qualitative data

(08:25) The hiring process

(14:38) Role play in interviews

(23:17) ‘Pods' in organizational design

(25:33) Measuring success and adjusting for patient needs

(26:56) Company planning and aligning goals

(35:17) Conclusions

]]> How Thyme Care Scales Care Teams | Nate Brown, VP Market Operations Michelle Poreh, Nikhil Krishnan, Danielle Poreh 00:35:09 Nate Brown  joins the Thinksquad, aka Danielle and Nikhil, to share lessons learned from scaling a 90 person care team in 3 years at Thyme Care. We break down their organizational design, recruiting best practices (which includes lots of role play) and how to generally think through building alignment at different levels and stages of a start-ups evolution. Nate Brown  joins the Thinksquad, aka Danielle and Nikhil, to share lessons learned from scaling a 90 person care team in 3 years at Thyme Care. We break down their organizational design, recruiting best practices (which includes lots of role play) and how to generally think through building alignment at different levels and stages of a start-ups evolution. primary care, startups, operations, healthcare operations, healthcare startups, healthcare, start-up, patient care false full 5 1 0a81d716-dee8-418b-8934-0cf4c656e55d Aledade’s Patient Engagement Playbook | Douglas Streat, COO Aledade Care Solutions In this episode of Ops I Did It Again, Douglas Streat, COO of Aledade Care Solutions, joins the thinksquad, Danielle and Nikhil to unpack how they built patient engagement strategies to support over 2M patients alongside primary care practices. Doug shares his tactical advice and learnings on how to create behavior change - we also get to play a fun game during it. It’s our most tactical episode yet.

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off

You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center) at https://www.outofpocket.health/course-library

Hosts:

Nikhil Krishnan (twitter: https://twitter.com/nikillinit)

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Guest:

Douglas Streat (https://twitter.com/dougstreat)

 

TIMESTAMPS

(00:00) Intro

(01:31) Introducing Patient Engagement

(04:29) Doug’s Career Insights

(06:19) The Role of Aledade Plus

(08:39) Redefining Call Centers as Patient Engagement

(12:56) Key Performance Indicators in Patient Engagement

(14:57) The Importance of Evidence and Experimentation

(17:05) Patient Engagement Game!! 

(20:12) Challenges of Patient Scheduling

(21:33) Role of Direct Mail in Patient Engagement

(27:57) Staffing Strategies for Rapid Scaling

(32:23) Importance of Characteristics when Hiring

(33:56) Practical Tips for Effective Patient Engagement

(37:45) Conclusions

]]> Thu, 11 Jan 2024 15:45:00 +0000 alex@outofpocket.health (Michelle Poreh, Nikhil Krishnan, Danielle Poreh) https://ops-i-did-it-again.simplecast.com/episodes/aledades-patient-engagement-playbook-atCLVYyq In this episode of Ops I Did It Again, Douglas Streat, COO of Aledade Care Solutions, joins the thinksquad, Danielle and Nikhil to unpack how they built patient engagement strategies to support over 2M patients alongside primary care practices. Doug shares his tactical advice and learnings on how to create behavior change - we also get to play a fun game during it. It’s our most tactical episode yet.

This episode is sponsored by Out of Pocket, because no one is prouder than us than us: https://www.outofpocket.health/

To register for the upcoming Healthcare 101 crash course course visit: https://www.outofpocket.health/courses/healthcare-101-crash-course; Use code: IBELIEVEINME for $100 off

You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center) at https://www.outofpocket.health/course-library

Hosts:

Nikhil Krishnan (twitter: https://twitter.com/nikillinit)

Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)

Guest:

Douglas Streat (https://twitter.com/dougstreat)

 

TIMESTAMPS

(00:00) Intro

(01:31) Introducing Patient Engagement

(04:29) Doug’s Career Insights

(06:19) The Role of Aledade Plus

(08:39) Redefining Call Centers as Patient Engagement

(12:56) Key Performance Indicators in Patient Engagement

(14:57) The Importance of Evidence and Experimentation

(17:05) Patient Engagement Game!! 

(20:12) Challenges of Patient Scheduling

(21:33) Role of Direct Mail in Patient Engagement

(27:57) Staffing Strategies for Rapid Scaling

(32:23) Importance of Characteristics when Hiring

(33:56) Practical Tips for Effective Patient Engagement

(37:45) Conclusions

]]> Aledade’s Patient Engagement Playbook | Douglas Streat, COO Aledade Care Solutions Michelle Poreh, Nikhil Krishnan, Danielle Poreh 00:39:03 In this episode of Ops I Did It Again, Douglas Streat, COO of Aledade Care Solutions, joins the thinksquad, Danielle and Nikhil to unpack how they built patient engagement strategies to support over 2M patients alongside primary care practices. Doug shares his tactical advice and learnings on how to create behavior change - we also get to play a fun game during it. It’s our most tactical episode yet. In this episode of Ops I Did It Again, Douglas Streat, COO of Aledade Care Solutions, joins the thinksquad, Danielle and Nikhil to unpack how they built patient engagement strategies to support over 2M patients alongside primary care practices. Doug shares his tactical advice and learnings on how to create behavior change - we also get to play a fun game during it. It’s our most tactical episode yet. digital health, primary care, call center, contact center, healthcare operations, patient engagement, healthcare false full 4 1 68a40688-a770-4ade-ac3d-45dec38dae61 Holiday Special: 12 Tactical Healthcare Ops Tips 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

--- 

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

]]> Thu, 28 Dec 2023 18:05:00 +0000 alex@outofpocket.health (Nikhil Krishnan) https://ops-i-did-it-again.simplecast.com/episodes/12-tactical-healthcare-operations-tips-Vw3D5xdL 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

--- 

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

]]> Holiday Special: 12 Tactical Healthcare Ops Tips Nikhil Krishnan 00:39:23 Sandy Varatharajah joins the solo thinksquad, aka just Danielle, to share their 12 gifts of Ops Christmas. Together, they share 12 tactical gifts they’ve learned through growing and scaling operations teams at digital health start-ups. The gifts range from practical tips to manage your day to day, how to work better cross-functionally and hacks for leveling up your own operations skills. Sandy Varatharajah joins the solo thinksquad, aka just Danielle, to share their 12 gifts of Ops Christmas. Together, they share 12 tactical gifts they’ve learned through growing and scaling operations teams at digital health start-ups. The gifts range from practical tips to manage your day to day, how to work better cross-functionally and hacks for leveling up your own operations skills. digital health, scaling, healthcare operations, entrepreunership, value based care, product false bonus 1 4e563ee2-3c4e-486c-826f-e9551b16110a Real Gen AI Use Cases in Healthcare | Matthew Woo, Co-Founder & Product at Summer Health 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

---

Hosts:

Nikhil Krishnan (twitter)

Danielle Poreh (linkedin)

Guest: 

Matthew Woo (LinkedIn)

--

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

]]> Tue, 19 Dec 2023 17:25:00 +0000 alex@outofpocket.health (Nikhil Krishnan, Danielle Poreh) https://ops-i-did-it-again.simplecast.com/episodes/real-gen-ai-use-cases-in-healthcare-matthew-woo-co-founder-product-at-summer-health-vsEk74En 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

---

Hosts:

Nikhil Krishnan (twitter)

Danielle Poreh (linkedin)

Guest: 

Matthew Woo (LinkedIn)

--

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

]]> Real Gen AI Use Cases in Healthcare | Matthew Woo, Co-Founder & Product at Summer Health Nikhil Krishnan, Danielle Poreh 00:52:25 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. 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. sms, digital health, primary care, generative ai, technology startup, gpt3, ai, chatbot, gpt4 false full 3 1 1553df98-6676-49e8-a277-c204007ef947 How House Rx Builds Product | Denali Cahoon & Mina Iskarous 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

--- 

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

]]> Thu, 7 Dec 2023 17:00:00 +0000 alex@outofpocket.health (Alex Dou) https://ops-i-did-it-again.simplecast.com/episodes/how-houserx-builds-product-denali-cahoon-mina-iskarous-bsO_sKUG 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

--- 

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

]]> How House Rx Builds Product | Denali Cahoon & Mina Iskarous Alex Dou 00:42:15 Denali and Mina join the solo thinksquad, aka just Danielle to break down how they built a massive pharmacy management software from the ground up at HouseRx in just a year. Denali and Mina join the solo thinksquad, aka just Danielle to break down how they built a massive pharmacy management software from the ground up at HouseRx in just a year. digital health, startups, operations, healthcare, product, pharmacy software false full 2 1 9b29e3aa-38a9-4fe5-b24a-5ed574e2659a Text your patients | Ajay Haryani, MD 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.

--

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

--- 

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

]]> Thu, 30 Nov 2023 15:00:00 +0000 alex@outofpocket.health (Alex Dou) https://ops-i-did-it-again.simplecast.com/episodes/you-should-text-your-patients-z5D4LMrq 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

]]> Text your patients | Ajay Haryani, MD Alex Dou 00:57:06 Ajay Haryani, MD joins the thinksquad Danielle and Nikhil to break down how SMS has been a major unlock in Galileo’s care delivery programs. Ajay Haryani, MD joins the thinksquad Danielle and Nikhil to break down how SMS has been a major unlock in Galileo’s care delivery programs. sms, mychart, operations, healthcare operations, patient care, value based care, texting false full 1 1 2d90f79f-02d0-42c6-8eee-1d4606e187fc Introducing Ops I did it again 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:

  • Out of Pocket: https://www.outofpocket.health/
  • How to Build a Healthcare Call Center Course: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center
  • Knowledgefest 2024 Waitlist: https://www.outofpocket.health/knowledgefest-lp
]]> Mon, 20 Nov 2023 16:35:00 +0000 alex@outofpocket.health (Alex Dou) https://ops-i-did-it-again.simplecast.com/episodes/introducing-ops-i-did-it-again-4VgaUO3o 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:

  • Out of Pocket: https://www.outofpocket.health/
  • How to Build a Healthcare Call Center Course: https://www.outofpocket.health/courses/how-to-build-a-healthcare-call-center
  • Knowledgefest 2024 Waitlist: https://www.outofpocket.health/knowledgefest-lp
]]> Introducing Ops I did it again Alex Dou 00:01:20 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! 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! digital health, healthcare operations, healthcare startups, healthcare false trailer 1