Welcome to Claims Denied, a new podcast from Hospitalogy.
In this episode, Blake talks with Pete McCanna, CEO of Baylor Scott & White. Pete explains how legacy health systems are built like “castle walls” (supply-driven, organization-centric, and built to protect themselves), but this design fails customers who are outside the four walls.
Pete walks through what it takes to transform a health system from supply-driven to demand-driven, which is essential in this new age of healthcare consumerism.
Listen to hear why:
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50%+ of encounters start at the wrong site of care. Better routing is the real capacity unlock, not more hiring. Find out which move Pete says is a capacity strategy hiding in plain sight.
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If every system innovates solely on Epic, there’s no differentiation, just commoditization.
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Baylor refuses to let anyone get between them and the customer (and “customer” isn’t semantics).
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Epic can run the clinical backbone, but Baylor’s betting the winner is whoever owns orchestration, access, and the relationship.
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There are 3 buckets of AI strategy: customer solutions driven by AI, workflow efficiency for large organizations, and individual assistant tools for your daily work. Baylor’s focused on bucket 1 to see how it can turbocharge their service offerings.
Tom™ is the agentic AI that delivers orchestrated Primary Care as a Service, expanding care capacity and patient engagement while reducing clinicians’ busy workloads.
Tom serves as the AI member of a patient’s primary care team . Learn more at Lumeris.com/platform
Baylor Scott & White Health: https://www.bswhealth.com/
Follow Pete on LinkedIn: https://www.linkedin.com/in/peter-mccanna-784619104/
Follow Blake on LinkedIn: https://www.linkedin.com/in/blakecmadden/
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