Behind the Scenes of Driving Change in Value-Based Care-Three Questions for the Curation Health Customer Success Team
The Customer Success team makes up much of the behind the scenes work at Curation Health – working to help and serve our customers, their clinical teams, physicians, leadership and patients.
Team members Nicole Buffington, Becky Hopkins and Kathryn King and Madeline Mitchell* sat down to chat about their work, what excites them and why education is still critical in the move to value-based care (VBC). The team is lead by Curation Health Chief Operating Officer, Tanjina Shapiro.
*note – shortly after this interview, Madeline Mitchell joined our CSM team and will be included in future features on the CSM team.
Q: Tell me in your own words about the customer success team, why it excites you to work at Curation Health and how we are helping customers move to value-based care adoption.
Nicole: Every day is different, and we have a diverse set of clients. It allows us to be innovative in our ability to problem solve and to see where we can provide the most support to deliver the most value. Our clients are unique and nuanced, so there is never a dull moment.
Becky: Our role is important because we work to balance different people within each organization and try to come together to achieve for a cohesive, common goal, which is patient care. It can be challenging, but we have a workflow that is symbiotic for all care teams—a centralized viewpoint for every different party that uses it. What drew me to Curation Health and makes me excited is the mission-driven atmosphere. Value-based care can be a zero-sum game, but it affects patient care directly. Curation is a great entry point for providers and payers that are new and need help. Our structure is set up so that if we succeed, our clients succeed. Sometimes that mission-driven culture goes away as the company grows, but that isn’t the case here. Everyone is so positive, motivated and willing to work together to tackle whatever comes up. That’s important in a rapidly growing company.
Kathryn: It’s the day-to-day implementations of our product and seeing the use and value of it and knowing it’s helping providers and patients.
Becky: Moving from E&M to value-based care is difficult, and it’s a big change for the doctors. The coding and documentation standards are nuanced, and it requires a lot of additional education on top of providers continuing the good patient care they already do today.
Nicole: To promote value-based care adoption, provider engagement is critical as is having governing structures in the provider organizations buy-in and support. We work to emphasize the importance of value-based care and provide a platform that provides a streamlined workflow.
Q: What is the most rewarding part of your job?
Nicole: Our team and culture are the most rewarding. It is a motivated and motivating team. We all work collaboratively to rise to the occasion and have lots of chances to do so.
Becky: For me it’s the diversity in clients. Our product is in transition and will always be in the sense that you always want to improve, and we get to help work on that. Clients are on different places in the journey to value-based care and have differing modes of operation. We work to standardize their needs.
Kathryn: I like getting to work with cross functional client teams and getting them to work together. Often, the healthcare space is very siloed. We get to come up with new ways and models of doing things. There is a big change management component to it.
Q: Transitioning to value-based care is complex. How does your work help providers and payers streamline this transition?
Kat: Our tool is meant to simplify the workflow and reduce administrative burden. We work to help evolve the tool to meet provider-specific needs.
Becky: We think about the first and third “C” (of the Curation C’s – curate, capture confirm) – the team around the provider. We want to clear out the noise and tee up the correct info, the same for the payers too. We want the provider to focus on patient care and the payer to focus on the best prospective care they can improve cost and outcomes. Document what this patient needs now so we can predict what they need to avoid a bad outcome. If it were easy, they wouldn’t need us.
Nicole: VBC is looking out for care of the patient, in which the Curation Health workflow aims to make easier for providers through standardization of workflow and operations that is readily available to them through our platform.