Post-Acute Network Representative
Interview conducted by Allison Blacker
AB: What is your role at Remedy Partners?
I am a Post-Acute Network Representative (PAN Rep) in the Chicago market. I work with Loyola-Gottlieb and Mercy Medical Center to operationalize our SNF performance networks. I assist with patient care coordination in SNF weekly utilization review meetings linking the SNFs, home health agency representatives, patient navigators and episode initiator leadership. PAN Reps are the “boots on the ground” of Remedy Field Ops and the face of BPCI for SNFs, home health agency reps, patient navigators and episode initiators. As a ‘people-person’, I greatly enjoy this role.
AB: How do you define success?
For PAN Reps there is a concrete and clear definition of success which is lowering length of stay for BPCI patients in the SNF network and reducing the readmission rate. But for me, success also means that SNFs internalize the care redesigns that Remedy advocates. This is harder to measure and it takes a long time to achieve, yet, it is essential for the sustainability of BPCI. I’ve already seen some of our Chicago SNFs step up to the challenge and really take initiative to find creative ways to keep patients within their eLOS and that is very gratifying to witness.
AB: If you could pick one theme for Remedy Partners what would it be?
A key theme, in my opinion is connectivity and relatedness. While our role in the BPCI sphere is data driven, it is critical for Remedy Partners to connect this data to partners and SNFs and to make this data relevant, actionable, and a catalyst for deeper conversations about post-acute care. Remedy works to build longterm relationships by being physically present at UR meetings, building trust with SNFs over time, and tracking patients with an attentiveness to psych-social as well as medical factors. Our emphasis on face-to-face connection is a very unique model for this disconnected age and, especially, in the often fragmented post-acute sector. As PAN Reps, we need to ensure there are no gaps in the system over 90 days and this demands constant connectivity.
AB: What is your proudest moment at Remedy Partners?
I am most proud of an exchange that occurred when we hit a milestone of four months with Loyola-Gottlieb’s network. The CEO of Trinity Health, Dr. Richard J. Gilfillan, came in for a surprise visit at our Friday steering committee meeting. When he started asking us to demonstrate how BPCI has been successful, on the spot, it felt like a spontaneous board exam! Fortunately, Remedy-Chicago had just finalized a two-pager that demonstrated our impact. I essentially had a script of talking points in my hand and I replied pretty succinctly how we had started with 70% of patients in the red and 30% in the green and within 4 months we flipped the categories. The exchange went well and we felt validated knowing that we aced this spontaneous oral exam. Moving forward, I might always carry that sheet of paper for future surprise CEO “attacks.”
AB: People would be surprised if they knew…
I took six months off before graduate school to become a bartender in Sydney, Australia. It was a completely off-the-grid move and it was an amazing experience.
AB: What are your hopes for our industry?
I would like to keep moving the needle forward in BPCI. There is so much room to change and improve post-acute care in the United States. We need Remedy Partners to be the flagship model in the post acute sector.
AB: What advice do you have for prospective Remedy Partners candidates?
Focus on relationship building across all stakeholders and partners in the BPCI program. Clients and partners like a quick turnaround with data in addition to prompt analytic support. At Remedy you need to be comfortable with constant change and motivated to find creative workarounds. There’s no shortage of curveballs from a SNF as to why a patient can’t go home, so be prepared to roll up your sleeves and respond.
AB: What do you like to do in your spare time?
Improv comedy. In April 2014, I graduated from “Second City” (where SNL was more or less developed). I took bit of a hiatus, but have jumped back into improv over the last year. I’ll be graduating in February 2017 from Improv Olympic in Chicago. Improv is an amazing creative outlet and a great way to exercise cognitive working memory. Nursing homes that provide creative outlets for their patients have shown promising gains in health outcomes. Medicare might not cover improv classes right now, but it’s food for thought.