Digital Health Ops: A Playbook for Every Growth Stage | Rahul Agarwal, COO Medplum
03/18/24 • 43 min
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
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
Previous Episode
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
Next Episode
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
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