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