julio

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S… Speaker 2 (julio)

sounds good um well i think

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S… Speaker 2 (julio)

i've been in the health systems for over 25

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S… Speaker 2 (julio)

years all of my career has been all but health

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S… Speaker 2 (julio)

care and i've worked in all aspects of the health

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S… Speaker 1 (julio)

care from the clinics to the medical

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S… Speaker 2 (julio)

centers to big hospital systems and

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S… Speaker 1 (julio)

now i'm in the pair with united healthcare

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S… Speaker 2 (julio)

So really encompassing every facet of

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S… Speaker 1 (julio)

healthcare.

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S… Speaker 2 (julio)

And I started just

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S… Speaker 1 (julio)

dealing with membership,

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S… Speaker 1 (julio)

how to enroll members,

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S… Speaker 1 (julio)

what was memorable about,

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S… Speaker 2 (julio)

and what doctor they belong to.

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S… Speaker 1 (julio)

And from there,

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S… Speaker 2 (julio)

I started going up into more database experience,

0:54

S… Speaker 1 (julio)

doing a little bit of programming.

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S… Speaker 1 (julio)

making sure that I understood how

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S… Speaker 2 (julio)

to structure data.

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S… Speaker 2 (julio)

So if you work with databases,

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S… Speaker 2 (julio)

you have to learn to structure the data accordingly so that

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S… Speaker 1 (julio)

you can not only deliver the data,

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S… Speaker 1 (julio)

but...

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S… Speaker 2 (julio)

You know what they say,

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S… Speaker 1 (julio)

garbage in,

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S… Speaker 1 (julio)

garbage out.

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S… Speaker 2 (julio)

So you got to make sure that the data is done correctly

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S… Speaker 2 (julio)

when you put it into the system.

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S… Speaker 1 (julio)

You know,

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S… Speaker 2 (julio)

so all those things I had to manage and review and

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S… Speaker 2 (julio)

take care of as well.

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S… Speaker 1 (julio)

And then from there,

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S… Speaker 2 (julio)

I started going up.

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S… Speaker 2 (julio)

I became a supervisor of a unit,

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S… Speaker 2 (julio)

just the same database people.

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S… Speaker 2 (julio)

And then I moved on to managing

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S… Speaker 2 (julio)

a system.

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S… Speaker 2 (julio)

But the way I entered into management,

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S… Speaker 2 (julio)

it was an experience.

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S… Speaker 2 (julio)

So I was working as a consultant.

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S… Speaker 2 (julio)

And then I got a call from UCLA

2:00

S… Speaker 1 (julio)

Medical Center.

2:02

S… Speaker 2 (julio)

Because they were having some issues with their system where they had

2:06

S… Speaker 2 (julio)

not processed membership or processed claims.

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S… Speaker 2 (julio)

And they were behind for six months.

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S… Speaker 2 (julio)

And so when I went in there,

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S… Speaker 1 (julio)

I'm like, wait,

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S… Speaker 1 (julio)

what kind of problems?

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S… Speaker 2 (julio)

I mean, UCLA has the best system.

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S… Speaker 1 (julio)

I mean,

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S… Speaker 2 (julio)

they are known for their health care worldwide.

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S… Speaker 1 (julio)

Well,

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S… Speaker 2 (julio)

this particular unit.

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S… Speaker 2 (julio)

I say we're like 10 years behind when it came to systems.

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S… Speaker 2 (julio)

They were doing work using Microsoft Access

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S… Speaker 2 (julio)

to process things.

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S… Speaker 2 (julio)

But I was a Microsoft Access

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S… Speaker 2 (julio)

programmer and had developed actual applications in

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S… Speaker 1 (julio)

Access.

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S… Speaker 2 (julio)

So when I went in there,

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S… Speaker 1 (julio)

The first thing,

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S… Speaker 2 (julio)

and I think this is a lot of the mistakes a lot of people,

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S… Speaker 2 (julio)

they just go and start typing in,

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S… Speaker 2 (julio)

start working in and trying to fix the problem.

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S… Speaker 2 (julio)

And what I ended up doing is I started

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S… Speaker 1 (julio)

meeting with the leadership.

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S… Speaker 2 (julio)

What were the issues that they were having?

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S… Speaker 2 (julio)

what was the process because i needed to understand what the process

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S… Speaker 2 (julio)

was before it was broken so that i could understand how or

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S… Speaker 2 (julio)

what to fix or even as i was fixing trying to improve

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S… Speaker 2 (julio)

the process and not just fix it but if i had a chance to improve the process

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S… Speaker 2 (julio)

as i was going to look at the issue i was going to do that

3:33

S… Speaker 1 (julio)

and then leadership

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S… Speaker 2 (julio)

understands the big picture how things should be running but

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S… Speaker 2 (julio)

i went and started meeting with some of the actual users because

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S… Speaker 2 (julio)

they were the ones they're going to tell me exactly what the problems

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S… Speaker 1 (julio)

they were having uh how it broke and all that

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S… Speaker 2 (julio)

so at the end it took me about

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S… Speaker 2 (julio)

Four months for me to be able to take care of the

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S… Speaker 2 (julio)

issue and actually got up to start processing membership and

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S… Speaker 1 (julio)

paying their claims.

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S… Speaker 2 (julio)

And it took another two months for them to catch up to be on par.

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S… Speaker 2 (julio)

But then I mentioned that,

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S… Speaker 1 (julio)

okay,

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S… Speaker 2 (julio)

we got the process working.

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S… Speaker 2 (julio)

I did some small upgrades to the process,

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S… Speaker 2 (julio)

but I said right away we cannot have Microsoft Access.

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S… Speaker 2 (julio)

for handling this type of data because it's not a it does not handle

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S… Speaker 2 (julio)

security correctly it does not live up to the standards of california or

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S… Speaker 2 (julio)

the federal government so in the meantime to speed that up

4:39

S… Speaker 2 (julio)

we moved everything to sql database and then from

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S… Speaker 2 (julio)

there i started talking to leadership about what was

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S… Speaker 1 (julio)

the big

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S… Speaker 2 (julio)

uh future ahead right what was it that they wanted to do

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S… Speaker 2 (julio)

i understood that part of their plans they wanted to acquire

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S… Speaker 2 (julio)

seven different

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S… Speaker 1 (julio)

surgical centers as part of it and i said okay we need to

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S… Speaker 1 (julio)

think bigger how are we going to grow and as part of

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S… Speaker 1 (julio)

this unit how are we going to integrate

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S… Speaker 1 (julio)

with the whole ucla hospital as well which is already

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S… Speaker 1 (julio)

doing things and how are we going to handle the

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S… Speaker 1 (julio)

or the patients and all the data that is sent from the hospital so

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S… Speaker 1 (julio)

that we can become one.

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S… Speaker 1 (julio)

So I told them to look into

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S… Speaker 1 (julio)

some of the electronic health records

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S… Speaker 1 (julio)

systems.

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S… Speaker 1 (julio)

So we started evaluating different systems.

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S… Speaker 1 (julio)

And we landed with one,

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S… Speaker 1 (julio)

which I thought it was,

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S… Speaker 1 (julio)

at the time,

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S… Speaker 1 (julio)

one of the best systems that we had for this particular unit.

5:49

S… Speaker 1 (julio)

As we were in the process already of installing,

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S… Speaker 1 (julio)

we were 50 % installing this system when

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S… Speaker 1 (julio)

UCLA Hospital decided to change their core

6:01

S… Speaker 1 (julio)

system into a system called EPIC.

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S… Speaker 1 (julio)

That was the big rising system that was used by Kaiser

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S… Speaker 1 (julio)

and some of the other big hospitals.

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S… Speaker 1 (julio)

So I said...

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S… Speaker 1 (julio)

We need to stop.

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S… Speaker 1 (julio)

And of course,

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S… Speaker 1 (julio)

leadership looks at you.

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S… Speaker 1 (julio)

What do you mean we need to stop?

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S… Speaker 1 (julio)

I said,

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S… Speaker 1 (julio)

if the hospital is changing their core

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S… Speaker 1 (julio)

system, we need to reevaluate if

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S… Speaker 1 (julio)

this is still the correct system.

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S… Speaker 1 (julio)

In other words,

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S… Speaker 1 (julio)

I am not afraid to be able to come up and bring in

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S… Speaker 1 (julio)

risks to people instead of just saying,

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S… Speaker 1 (julio)

oh, we are too,

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S… Speaker 1 (julio)

this is too late and let's just continue.

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S… Speaker 1 (julio)

having to have a major expense already,

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S… Speaker 1 (julio)

and then having to switch,

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S… Speaker 1 (julio)

which costs a lot more because now you have already transitioned off your data.

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S… Speaker 1 (julio)

So we stopped.

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S… Speaker 1 (julio)

We re -evaluated.

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S… Speaker 1 (julio)

I met with some of the UCLA medical hospital

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S… Speaker 1 (julio)

people,

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S… Speaker 1 (julio)

and we made the decision to transition to the same system that

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S… Speaker 1 (julio)

they were going to adopt.

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S… Speaker 1 (julio)

And so it took us longer.

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S… Speaker 1 (julio)

We were already behind because now we had to undo what we did.

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S… Speaker 1 (julio)

and catch up with the new

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S… Speaker 1 (julio)

implementation of the system.

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S… Speaker 1 (julio)

But we were,

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S… Speaker 1 (julio)

I think we went with our own implementation eight

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S… Speaker 1 (julio)

months after UCLA Hospital went with theirs,

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S… Speaker 1 (julio)

which eight months really wasn't that bad considering the amount of work that we

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S… Speaker 1 (julio)

had to do.

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S… Speaker 1 (julio)

But I believe that...

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S… Speaker 1 (julio)

this not only improve you know this the whole overall

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S… Speaker 1 (julio)

system because now we can communicate you know with

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S… Speaker 1 (julio)

one another but i believe we reduce the costs

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S… Speaker 1 (julio)

right even though um you

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S… Speaker 1 (julio)

know it could have been possibly that we could have gone well with the

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S… Speaker 1 (julio)

qnex implemented work for a while but if we wanted

8:00

S… Speaker 1 (julio)

to grow with

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S… Speaker 1 (julio)

surgical centers,

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S… Speaker 1 (julio)

UCLA hospital was not going to put them in this

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S… Speaker 1 (julio)

QNX.

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S… Speaker 1 (julio)

It was probably going to implement them.

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S… Speaker 1 (julio)

So I was looking into that future as well as to what is that they wanted

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S… Speaker 1 (julio)

to do and implementing a system that was

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S… Speaker 1 (julio)

going to help them overall.

8:21

S… Speaker 1 (julio)

Through that process,

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S… Speaker 1 (julio)

I grew, I was managing the IT

8:27

S… Speaker 1 (julio)

infrastructure there for UCLA.

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S… Speaker 1 (julio)

And then an opportunity came working

8:34

S… Speaker 1 (julio)

for Cedars -Sinai,

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S… Speaker 1 (julio)

which is another major.

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S… Speaker 1 (julio)

So UCLA at the time was the number one hospital in

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S… Speaker 1 (julio)

the U .S.

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S… Speaker 1 (julio)

Cedars -Sinai was the number two.

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S… Speaker 1 (julio)

I went to work for Cedars -Sinai and I did the same implementation for them

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S… Speaker 1 (julio)

because at the time they were using

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S… Speaker 1 (julio)

a vendor to use all of their systems and

8:59

S… Speaker 1 (julio)

I was able to bring in that system in -house using EPIC again

9:03

S… Speaker 1 (julio)

to transform that and be able to accommodate

9:07

S… Speaker 1 (julio)

to the same thing as the medical center was using overall through

9:12

S… Speaker 1 (julio)

the system.

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S… Speaker 1 (julio)

That took me to Optum,

9:17

S… Speaker 1 (julio)

which I am currently,

9:19

S… Speaker 1 (julio)

well, actually it was Change Healthcare at the time.

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S… Speaker 1 (julio)

Change Healthcare wanted to improve their

9:25

S… Speaker 1 (julio)

processes because all of their information,

9:29

S… Speaker 1 (julio)

all their systems were being done at a data center

9:33

S… Speaker 1 (julio)

and they wanted to move their items to the cloud.

9:36

S… Speaker 1 (julio)

And I really didn't have much experience

9:40

S… Speaker 1 (julio)

working in the cloud at the time.

9:44

S… Speaker 1 (julio)

I love the challenges.

9:45

S… Speaker 1 (julio)

I love to be able to learn and even if it's something new and

9:50

S… Speaker 1 (julio)

I have no problem rolling my sleeves and get to work and

9:54

S… Speaker 1 (julio)

trying to understand that which is what I've always done probably

9:58

S… Speaker 1 (julio)

because I've been an analyst.

10:00

S… Speaker 1 (julio)

the database and a business.

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S… Speaker 1 (julio)

So I've done the work.

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S… Speaker 1 (julio)

And to me,

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S… Speaker 1 (julio)

at this level now,

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S… Speaker 1 (julio)

I still believe that it is important for me to understand what's

10:11

S… Speaker 1 (julio)

happening so that I can guide the people correctly.

10:14

S… Speaker 1 (julio)

Change Healthcare eventually was bought out by

10:18

S… Speaker 1 (julio)

Optum.

10:19

S… Speaker 1 (julio)

And it was great to know that they

10:23

S… Speaker 1 (julio)

interviewed me and they kept me in the position because

10:28

S… Speaker 1 (julio)

of the work that I have been doing and transforming that to a cloud.

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S… Speaker 1 (julio)

And then I was able to remain up to now and

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S… Speaker 1 (julio)

still doing that kind of work.

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S… Speaker 1 (julio)

Now transforming the systems to do

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S… Speaker 1 (julio)

more of AI.

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S… Speaker 1 (julio)

i think the biggest thing that has helped me throughout my career

10:52

S… Speaker 1 (julio)

is the ability to engage with the people that

10:56

S… Speaker 1 (julio)

are running the business see i think in it many

11:01

S… Speaker 1 (julio)

times they are so focused on the system and

11:05

S… Speaker 1 (julio)

web programming that they forget who

11:10

S… Speaker 1 (julio)

we are serving and that's the patient ultimately

11:14

S… Speaker 1 (julio)

you know it's the patient it's about the patient and that patient

11:18

S… Speaker 1 (julio)

if it's not happy with how the treatment and how which

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S… Speaker 1 (julio)

also of course includes the the caretakers but

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S… Speaker 1 (julio)

if the caretakers are not even looking like if i were to be looking

11:31

S… Speaker 1 (julio)

at my computer all the time to try to take the notes and not pay attention

11:36

S… Speaker 1 (julio)

to you you feel disengaged this doctor

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S… Speaker 1 (julio)

this nurse is not paying attention to me so my job

11:45

S… Speaker 1 (julio)

to ask questions again is how am I going to facilitate that

11:49

S… Speaker 1 (julio)

transition because I want also the same thing for the doctor or nurses

11:53

S… Speaker 1 (julio)

or the caretakers specifically for Libertana who are doing home

11:58

S… Speaker 1 (julio)

health services right which is

12:01

S… Speaker 1 (julio)

A difficult part because these patients already

12:06

S… Speaker 1 (julio)

are not at their best.

12:08

S… Speaker 1 (julio)

And you want to be able to have empathy as well

12:12

S… Speaker 1 (julio)

and love for these patients

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S… Speaker 1 (julio)

to take care of.

12:17

S… Speaker 1 (julio)

And the least thing you want is an IT system to not conform with

12:21

S… Speaker 1 (julio)

the care that you're already providing.

12:23

S… Speaker 1 (julio)

We need to make sure that these

12:27

S… Speaker 1 (julio)

people who are providing the services

12:30

S… Speaker 1 (julio)

are still focusing on the patient and not frustrated because the system cannot

12:34

S… Speaker 1 (julio)

do something.

12:41

S… Speaker 2 (julio)

for example,

12:42

S… Speaker 2 (julio)

about a time where I understand that you have a focus on

12:46

S… Speaker 2 (julio)

the mission of the company.

12:48

S… Speaker 2 (julio)

So tell me about the time that you have to improve a process

12:52

S… Speaker 2 (julio)

where speed and compliance and

12:57

S… Speaker 2 (julio)

operational needs were like intense.

12:59

S… Speaker 2 (julio)

How did you decide what to do

13:03

S… Speaker 2 (julio)

fast and what to pay more attention

13:08

S… Speaker 2 (julio)

and more control?

13:13

S… Speaker 1 (julio)

I would say the company that right away came to mind was Cedars -Sinai.

13:17

S… Speaker 1 (julio)

They are about quick pace.

13:21

S… Speaker 1 (julio)

Let's get it done.

13:22

S… Speaker 1 (julio)

Let's move.

13:22

S… Speaker 1 (julio)

Let's get this implemented.

13:24

S… Speaker 1 (julio)

Anything that you rush is not

13:29

S… Speaker 1 (julio)

going to work at the end.

13:30

S… Speaker 1 (julio)

So my question that I always bring up to leaders is what do you

13:34

S… Speaker 1 (julio)

prefer?

13:35

S… Speaker 1 (julio)

To meet a deadline or to

13:39

S… Speaker 1 (julio)

meet compliance?

13:40

S… Speaker 1 (julio)

Huge difference,

13:42

S… Speaker 1 (julio)

right?

13:43

S… Speaker 1 (julio)

We can all meet a deadline and then say,

13:46

S… Speaker 1 (julio)

well, we'll have all these upgrades and live with upgrades for

13:51

S… Speaker 1 (julio)

three years just to try to fix the system because it was rushed

13:55

S… Speaker 1 (julio)

out.

13:56

S… Speaker 1 (julio)

So I believe that there is a happy medium

14:00

S… Speaker 1 (julio)

to work with it.

14:01

S… Speaker 1 (julio)

And I think that as long as the leaders understand,

14:04

S… Speaker 1 (julio)

as well as the people implementing the system,

14:08

S… Speaker 1 (julio)

they understand about the deadlines and what it takes.

14:11

S… Speaker 1 (julio)

I think they're both equally important.

14:14

S… Speaker 1 (julio)

It's not one more than the other,

14:16

S… Speaker 1 (julio)

because you have to make sure that we meet the compliance.

14:20

S… Speaker 1 (julio)

At the same time,

14:21

S… Speaker 1 (julio)

we cannot have a project that's going to last five years.

14:25

S… Speaker 1 (julio)

to roll out because by the time you roll it out,

14:27

S… Speaker 1 (julio)

there's something new and you missed the boat.

14:29

S… Speaker 1 (julio)

So I think part of the issue is the lack of communication

14:34

S… Speaker 1 (julio)

or understanding with the leaders or the IT

14:38

S… Speaker 1 (julio)

people implementing the systems that causes

14:42

S… Speaker 1 (julio)

a lot of the frictions.

14:43

S… Speaker 1 (julio)

But I do believe that there is a compromise to be made for both

14:47

S… Speaker 1 (julio)

where it's okay to have an upgrade.

14:51

S… Speaker 1 (julio)

But what is the best upgrade to move to the end or

14:55

S… Speaker 1 (julio)

later?

14:56

S… Speaker 1 (julio)

And what is the most important part of the project that we can implement?

15:00

S… Speaker 1 (julio)

And now, I think safety

15:04

S… Speaker 1 (julio)

and all the other things,

15:06

S… Speaker 1 (julio)

especially nowadays,

15:07

S… Speaker 1 (julio)

the security of the data,

15:08

S… Speaker 1 (julio)

which we hear all the time,

15:11

S… Speaker 1 (julio)

people hacking into systems because they were not secure enough.

15:15

S… Speaker 2 (julio)

And how did you...

15:19

S… Speaker 2 (julio)

Can you tell me that

15:23

S… Speaker 2 (julio)

approach in a real example?

15:25

S… Speaker 2 (julio)

And what was the final outcome of that?

15:29

S… Speaker 1 (julio)

So the original...

15:34

S… Speaker 1 (julio)

that they had given us at cedars was for us to implement

15:38

S… Speaker 1 (julio)

this in 14 months a whole system that was externally

15:42

S… Speaker 1 (julio)

um i said that it was not um

15:47

S… Speaker 1 (julio)

possible to bring this in 14 months because of the

15:51

S… Speaker 1 (julio)

amount of changes that we needed to do not only understanding

15:55

S… Speaker 1 (julio)

that we were going to bring three different vendors systems

15:59

S… Speaker 1 (julio)

into one and still

16:02

S… Speaker 1 (julio)

make the system so that it could talk to the existing Cedar Sinai system.

16:07

S… Speaker 1 (julio)

And again,

16:08

S… Speaker 1 (julio)

so it was about having the conversations,

16:10

S… Speaker 1 (julio)

understanding,

16:11

S… Speaker 1 (julio)

helping with the budgets,

16:14

S… Speaker 1 (julio)

the amount of people that we needed to bring in.

16:16

S… Speaker 1 (julio)

Overall,

16:18

S… Speaker 1 (julio)

I think it took us about two and a half years.

16:23

S… Speaker 1 (julio)

to bring in the system completely and um but

16:27

S… Speaker 1 (julio)

you know we reduced the amount of upgrades uh and

16:31

S… Speaker 1 (julio)

we were functional at the same time so it took

16:35

S… Speaker 1 (julio)

us a little bit longer but we did it right uh we started doing implementations

16:40

S… Speaker 1 (julio)

and we kept um

16:43

S… Speaker 1 (julio)

updates to the leadership so that they understood that the project

16:47

S… Speaker 1 (julio)

was moving so we broke down the project with different quarterly

16:51

S… Speaker 1 (julio)

updates and in some cases monthly updates weekly updates depending

16:56

S… Speaker 1 (julio)

on who needed to know what but they understood the

17:00

S… Speaker 1 (julio)

amount of the task that they wanted to do but

17:04

S… Speaker 1 (julio)

it took us about two years and a half to implement

17:09

S… Speaker 1 (julio)

but again

17:11

S… Speaker 1 (julio)

I believe that they randomly came with less than 14

17:15

S… Speaker 1 (julio)

months.

17:15

S… Speaker 1 (julio)

And sometimes that's what happens,

17:17

S… Speaker 1 (julio)

is that people just think of,

17:19

S… Speaker 1 (julio)

let's get this done without realizing the complexity of what needs to be done.

17:24

S… Speaker 1 (julio)

And every case is different.

17:27

S… Speaker 1 (julio)

Maybe someone can tell you 14 months and you can bring it in

17:31

S… Speaker 1 (julio)

eight months.

17:32

S… Speaker 1 (julio)

But again,

17:33

S… Speaker 1 (julio)

it's about having those conversations,

17:35

S… Speaker 1 (julio)

not only with the leadership that's making the decisions,

17:38

S… Speaker 1 (julio)

the budget,

17:38

S… Speaker 1 (julio)

the finance.

17:40

S… Speaker 1 (julio)

but the IT people also,

17:42

S… Speaker 1 (julio)

because we need the people to do the work.

17:45

S… Speaker 1 (julio)

But in this particular case,

17:46

S… Speaker 1 (julio)

it took us two years and a half for us to complete the whole

17:50

S… Speaker 1 (julio)

project.

17:51

S… Speaker 1 (julio)

Okay.

17:52

S… Speaker 2 (julio)

Well,

17:55

S… Speaker 2 (julio)

can you tell me from your words,

17:57

S… Speaker 2 (julio)

how do you think that the difference between working

18:01

S… Speaker 2 (julio)

in IT and in system information

18:06

S… Speaker 2 (julio)

is?

18:10

S… Speaker 1 (julio)

I studied three years of engineering and I was working

18:15

S… Speaker 1 (julio)

on shuttle engines and whatnot.

18:17

S… Speaker 1 (julio)

I ended up switching to business management.

18:22

S… Speaker 1 (julio)

And I think that even though at the

18:26

S… Speaker 1 (julio)

time I did it because I was panicking because a lot of engineering companies were

18:30

S… Speaker 1 (julio)

in California,

18:30

S… Speaker 1 (julio)

I think it was the best thing because I understood how to talk

18:34

S… Speaker 1 (julio)

to people.

18:36

S… Speaker 1 (julio)

It's not only about the system.

18:38

S… Speaker 1 (julio)

And I think that's one of the biggest frustrations that happens between doctors and

18:42

S… Speaker 1 (julio)

IT.

18:42

S… Speaker 1 (julio)

Doctors want things done.

18:45

S… Speaker 1 (julio)

And they are very forceful about how they

18:49

S… Speaker 1 (julio)

want certain things done.

18:51

S… Speaker 1 (julio)

IT is,

18:53

S… Speaker 1 (julio)

that's not going to work.

18:55

S… Speaker 1 (julio)

Let me program it.

18:56

S… Speaker 1 (julio)

This is how the system works.

18:57

S… Speaker 1 (julio)

Again,

18:58

S… Speaker 1 (julio)

I think it's communication.

19:00

S… Speaker 1 (julio)

If anything,

19:01

S… Speaker 1 (julio)

I have learned.

19:02

S… Speaker 1 (julio)

It's not that the doctor is wrong or the

19:06

S… Speaker 1 (julio)

IT is wrong.

19:08

S… Speaker 1 (julio)

It's the communication and the lack of understanding for how to

19:12

S… Speaker 1 (julio)

come to agreements.

19:13

S… Speaker 1 (julio)

I'll give you another example.

19:15

S… Speaker 1 (julio)

Even when I came to Optum,

19:17

S… Speaker 1 (julio)

one of the biggest things I noticed is that they had projects

19:22

S… Speaker 1 (julio)

that they were lasting months to complete.

19:26

S… Speaker 1 (julio)

And after they were almost ready to complete...

19:30

S… Speaker 1 (julio)

There was a change.

19:31

S… Speaker 1 (julio)

No, we want you to do this and we want you to do that.

19:34

S… Speaker 1 (julio)

And I said,

19:35

S… Speaker 1 (julio)

why are people changing their minds at the very end?

19:40

S… Speaker 1 (julio)

But I understood that there were no specifications written

19:44

S… Speaker 1 (julio)

anywhere.

19:45

S… Speaker 1 (julio)

People were just doing the type of work.

19:48

S… Speaker 1 (julio)

And I think that is so important.

19:49

S… Speaker 1 (julio)

Part of the process is understanding what is it that

19:53

S… Speaker 1 (julio)

the client,

19:55

S… Speaker 1 (julio)

we call them clients here,

19:57

S… Speaker 1 (julio)

you know,

19:58

S… Speaker 1 (julio)

the people that we support.

20:00

S… Speaker 1 (julio)

client, what is it that they want?

20:01

S… Speaker 1 (julio)

Because sometimes what they want and what they need are two different things.

20:05

S… Speaker 1 (julio)

So even coming up with something like,

20:08

S… Speaker 1 (julio)

let's talk about specifications.

20:09

S… Speaker 1 (julio)

What is it?

20:10

S… Speaker 1 (julio)

Let's have the conversations.

20:12

S… Speaker 1 (julio)

And those conversations may seem that may take

20:16

S… Speaker 1 (julio)

maybe a week or two,

20:17

S… Speaker 1 (julio)

but it can save you months worth of time

20:21

S… Speaker 1 (julio)

when you're building something.

20:24

S… Speaker 2 (julio)

And how do you align when,

20:27

S… Speaker 2 (julio)

like,

20:28

S… Speaker 2 (julio)

when,

20:29

S… Speaker 2 (julio)

as you mentioned,

20:30

S… Speaker 2 (julio)

right, you work across billing and claims and

20:34

S… Speaker 2 (julio)

clinical and finance team.

20:36

S… Speaker 2 (julio)

And tell me about a change that,

20:38

S… Speaker 2 (julio)

like a moment that...

20:40

S… Speaker 2 (julio)

the definition of success of all of those areas was different.

20:45

S… Speaker 2 (julio)

How did you get the alignment and

20:49

S… Speaker 2 (julio)

what made you sure that they adopt this new

20:53

S… Speaker 2 (julio)

process?

20:54

S… Speaker 1 (julio)

So there's two things.

20:57

S… Speaker 1 (julio)

One is that at the

21:01

S… Speaker 1 (julio)

end of the day,

21:01

S… Speaker 1 (julio)

I have to make sure that the policies,

21:06

S… Speaker 1 (julio)

the

21:10

S… Speaker 1 (julio)

values,

21:10

S… Speaker 1 (julio)

the mission of the company are being taken care of.

21:15

S… Speaker 1 (julio)

And that is going to be a lot more important on whether I

21:19

S… Speaker 1 (julio)

believe what we are doing is going to work or not,

21:22

S… Speaker 1 (julio)

right?

21:23

S… Speaker 1 (julio)

So there is a point,

21:24

S… Speaker 1 (julio)

and this is one of the things that I have also learned throughout my years,

21:28

S… Speaker 1 (julio)

that there's a point that we have to learn to agree to disagree.

21:32

S… Speaker 1 (julio)

It's just...

21:34

S… Speaker 1 (julio)

Getting the mission done,

21:36

S… Speaker 1 (julio)

getting the work done,

21:37

S… Speaker 1 (julio)

right? So I may not necessarily agree with everything that someone

21:41

S… Speaker 1 (julio)

is telling me I need to do or how we need to go about this.

21:45

S… Speaker 1 (julio)

And after I have provided the information and they still want

21:49

S… Speaker 1 (julio)

to go with that,

21:50

S… Speaker 3 (julio)

you know,

21:52

S… Speaker 1 (julio)

they are leading for a reason and they probably know more than I do.

21:57

S… Speaker 1 (julio)

in other areas and I at one point have to learn

22:01

S… Speaker 1 (julio)

to say okay let's get that done let's get it work because at least I feel good

22:05

S… Speaker 1 (julio)

that I have already provided my feedback right accordingly so

22:09

S… Speaker 1 (julio)

this is not about me it's about the company always about

22:13

S… Speaker 1 (julio)

the company not about me so it's never personal the other

22:17

S… Speaker 1 (julio)

is how do we implement things

22:21

S… Speaker 1 (julio)

even again from leadership

22:26

S… Speaker 1 (julio)

How do we implement processes so that there's buying so

22:30

S… Speaker 1 (julio)

that people accept it?

22:32

S… Speaker 1 (julio)

Because not everybody is willing to accept changes.

22:34

S… Speaker 1 (julio)

Not everybody likes to make changes,

22:37

S… Speaker 1 (julio)

but sometimes changes are here and there's nothing about it.

22:40

S… Speaker 1 (julio)

How are you going to sell these things?

22:43

S… Speaker 1 (julio)

If you don't get the people involved throughout the process,

22:47

S… Speaker 1 (julio)

they will resist you.

22:49

S… Speaker 1 (julio)

If you get them engaged throughout the whole process,

22:52

S… Speaker 1 (julio)

meaning...

22:53

S… Speaker 1 (julio)

provide demos,

22:54

S… Speaker 1 (julio)

provide information,

22:56

S… Speaker 1 (julio)

provide newsletters,

22:58

S… Speaker 1 (julio)

get them involved,

22:59

S… Speaker 1 (julio)

seek their feedback.

23:02

S… Speaker 1 (julio)

I mean,

23:03

S… Speaker 1 (julio)

this is how the people are going to be using the system anyway.

23:05

S… Speaker 1 (julio)

So even here,

23:07

S… Speaker 1 (julio)

one of the things that we always do before we start

23:11

S… Speaker 1 (julio)

any project, we create.

23:14

S… Speaker 1 (julio)

team meetings where we first discuss it internally

23:18

S… Speaker 1 (julio)

and then we open it up and we create town halls

23:22

S… Speaker 1 (julio)

where people can provide us well we would provide information and then

23:27

S… Speaker 1 (julio)

we ask them for questions feedbacks about

23:31

S… Speaker 1 (julio)

what they think and a lot of the fear

23:36

S… Speaker 1 (julio)

is misconceptions about

23:38

S… Speaker 1 (julio)

Oh, but if I do this,

23:40

S… Speaker 1 (julio)

I'm going to lose my job.

23:41

S… Speaker 1 (julio)

AI is exactly doing that right now.

23:43

S… Speaker 1 (julio)

People are fearful of AI because they think they're going to lose their job when,

23:48

S… Speaker 1 (julio)

in fact,

23:48

S… Speaker 1 (julio)

AI can help you do a better job.

23:52

S… Speaker 1 (julio)

But if you don't talk about it,

23:54

S… Speaker 1 (julio)

yes,

23:55

S… Speaker 1 (julio)

you're going to be fearful,

23:56

S… Speaker 1 (julio)

and then you're going to not want to implement something that can

24:00

S… Speaker 1 (julio)

save you more time for you to be able to be less stressed.

24:04

S… Speaker 2 (julio)

And how do you metric that all the resources you share and everything,

24:08

S… Speaker 2 (julio)

it's finally implemented?

24:10

S… Speaker 1 (julio)

It's

24:15

S… Speaker 1 (julio)

a matter of making sure that per the specifications and

24:19

S… Speaker 1 (julio)

we have timelines.

24:20

S… Speaker 1 (julio)

And one of the things that I work on is called Scrum.

24:24

S… Speaker 1 (julio)

And what I,

24:27

S… Speaker 1 (julio)

Scrum,

24:27

S… Speaker 1 (julio)

sorry, Scrum,

24:29

S… Speaker 1 (julio)

what we do is every day,

24:32

S… Speaker 1 (julio)

15 minutes early in the morning,

24:34

S… Speaker 1 (julio)

let's talk about what are the issues.

24:38

S… Speaker 1 (julio)

How can we resolve them?

24:40

S… Speaker 1 (julio)

And always share the wins.

24:43

S… Speaker 1 (julio)

Because if we only shared about issues or things

24:48

S… Speaker 2 (julio)

that we can resolve,

24:49

S… Speaker 1 (julio)

right?

24:49

S… Speaker 1 (julio)

You have,

24:51

S… Speaker 1 (julio)

I always end up with the wins.

24:53

S… Speaker 1 (julio)

Because that's what stays with here.

24:55

S… Speaker 1 (julio)

The wins,

24:56

S… Speaker 3 (julio)

you know.

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