Kaleidoscope
ReSource Pro
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Welcome to Kaleidoscope, a discussion with insurance industry leaders, influencers, and idealists, hosted by ReSource Pro’s Growth Solution practice. Join us as we reflect on and discuss the many facets of the world of insurance, including what’s working, what’s broken and what needs to be disrupted.
Available episodes
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Jan 18, 2023
EP 16: Improving Mental Performance
In this episode of Kaleidoscope, we host an open discussion on how to improve mental performance.
Joining us is Lucas Zeiler, founder of MSM Performance Academy. Lucas is known internationally as a mental performance training and confidence coach. He works with high-performance athletes from around the world, ranging from youth athletes to professionals. His techniques are unique, but his results are impressive.
Key Takeaways:
* Mental pressure can prevent some producers from being successful. Everyone has a set of skills, but what differentiates us from one another is the mental toughness we possess.
* Personal development is the starting point of improving mental performance. Being self-aware is key, along with understanding how you best operate and relate with people. The good news is this can be taught; however, its important to work through and acknowledge internal obstacles.
* Often, buyers unintentionally derail conversations with questions or objections. Producers must have the gumption to properly lead their prospects through the sales process and keep the discussion on pace. To do this, producers must understand the three phases of leadership: becoming a leader for yourself, taking on leadership of others, and developing as a leader for the community.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
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CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Lucas Zeiler
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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Dec 14, 2022
EP 15: Strategies for Developing Talent, Maintaining Culture, and Effectively Collaborating
In this episode of Kaleidoscope, we discuss impactful strategies for developing talent, maintaining culture amid the shift to remote work, and providing employees with the skills necessary to effectively collaborate.
Joining us are Wayne Smith and Ross Slater, Partners at Reach Capabilities. Wayne and Ross work with large employers, primarily in the insurance and financial services community based in Canada and the United States. In their work, Ross and Wayne help individuals identify their natural strengths and potential, as well as help organizations to develop highly functioning teams. Both Ross and Wayne bring high energy, deep insights, and an “edutainment” approach to their practice.
Key Takeaways:
* The employment landscape continues to shift across all industries, while acquiring talent remains one of the biggest challenges organizations face. Businesses are attempting to revamp the employee/employer relationship in a post-COVID world but often struggle to do so.
* People have various preferences on how and where they can conduct their best work. It is important for employers to be mindful that everyone is wired differently. Some may benefit from working in the office with people around them, while others prefer to work out of their home office. Either way, employees want flexibility in where and when they work. Offering the option to choose ultimately results in higher productivity and stronger deliverables.
* Building trust in a virtual business world can be tough. It can be even more difficult when group calls are solely focused on “just getting the work done.” Don’t forget to take time to get to know people on work calls. Sharing more information about yourself and exchanging personal stories helps shrink the façade and create an open-minded environment.
* Leaders must be clear on the results they expect from their employees and give them the freedom to achieve their goals their own way. There is a big push for traditional executives to better measure success factors. On the flip side, employees cannot just be a “butt in a seat.” Rather, they need to be highly efficient with their time and continue to invest in upskilling.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
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* Amazon Audible
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CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Wayne Smith
* Our guest Ross Slater
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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Nov 16, 2022
EP 14: The Significance, Complexity, and Evolution of Education in the Insurance Industry
In this episode of Kaleidoscope, we discuss the significance, complexity, and evolution of education in the insurance industry.
Joining us is Patrick Wraight, director of Insurance Journal’s Academy of Insurance. As an insurance learning professional, Patrick is passionate about taking the complicated and making it accessible for everyone, especially in the insurance industry.
Key Takeaways:
* Today, the world is more complex, risks are escalating, and insurance policies are becoming increasingly challenging to manage. It’s important to continue to elevate insurance as a profession and communicate the importance of expertise in this field. Those who want to learn and grow as experts will prosper, and those who just want to “check the box” will fade away.
* Learning and teaching has changed substantially over the last few years. These shifts have forced insurance educators and trainers to shake up the way they deliver content and keep topics interesting. It is not effective to teach eight hours’ worth of content over Zoom the same way you do when presenting in a classroom. Teachers and presenters must up their game to keep the focus of each learner and drive home a measurable impact.
* “The Distraction Factor” is preventing learners from acquiring specialized, high-value knowledge and effectively implementing it into how they engage with others. People are no longer looking for an instructor to just instruct them. Often, they are looking for a guide to sit alongside them to help elevate them to their next level of wisdom.
* The licensure and CE requirements in the insurance industry need to be disrupted. Individual states must understand that someone who passes an exam saying they have a general understanding of insurance is not enough to truly be able to support consumers. Licensure will need to evolve into a much more comprehensive understanding of insurance. One way we can move closer to doing this is by revamping continuing education programs.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
SUBSCRIBE
* Apple Podcasts
* Amazon Audible
* Spotify
* Google Podcasts
CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Patrick Wraight
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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Aug 17, 2022
EP 13: How Companies Can Embrace and Advocate for Alternative Mental Health Treatments
In this episode of Kaleidoscope, we discuss the latest cutting-edge health care methods used by psychologists to care for injured workers experiencing mental health challenges.
Joining us is Michael Coupland, Vice President of Occupational Health at Field Trip Health. As a licensed psychologist, Michael is considered a pioneer in his field, leading the charge for the identification and utilization of non-traditional treatments.
Prior to his time at Field Trip Health, Michael was a Principal Psychologist with Integrated Medical Case Solutions, helping injured workers and others with the evaluation and treatment of chronic pain.
Key Takeaways:
* People have talked for decades about the problem of delayed recovery from work-related injuries due to psychosocial drivers of lost time. Up to 25% of employees fail to recover from these injuries due to PTSD and depression.
* PTSD presumption laws are helping to get mental health care to those who need it. Before these laws were established, it could be considered that exposure to trauma was “part of the job” for first responders or other frontline workers. Therefore, these employees had to jump through hoops to have PTSD symptoms accepted as a claim. The state of Florida is an early adopter of these presumption laws and set a precedent for others to follow.
* Look to embrace alternative ways of treating people to protect and save lives. Continue to keep what is right for the patient as the focus, but also recognize what is right for the patient may mean leveraging tools outside of the traditional box.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions Practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
SUBSCRIBE
* Apple Podcasts
* Amazon Audible
* Spotify
* Google Podcasts
CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Michael Coupland
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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Jul 20, 2022
EP 12: Innovative Strategies to Manage Healthcare Costs
In this episode of Kaleidoscope, we discuss new and innovative strategies that will forever change how you view the future of managing health care costs.
Joining us is Hugh O’Toole, CEO of Innovu. Working with advisors and employers, Innovu provides data-driven consulting designed to bring greater transparency, quantifiable savings, and carrier accountability. Innovu works to remove the silos often found in organizations and refocus efforts to bring a more holistic approach to human capital risk management.
Key Takeaways:
* The payor, whether that be the employee, the employer, or the plan sponsor, has consistently been on the back side of an entire value stream. Innovu works with great advisors and consultants to fight the good fight and capture client data, leverage technology, get in front of risk, and identify fraud, waste, and abuse.
* Innovation is powerful, but it also must be accountable. There is a basic problem in the industry that third party administrators and carriers believe they own the plan data. In reality, the plan sponsor is the owner. It is not a favor to receive your plan data, it is carriers’ and TPAs’ obligation to provide that information to you.
* Many people think this industry is “normal” and things will never change, regardless of the disruption. On the contrary, the new normal is change.
* Advisors must invest in their futures. Invest in understanding a fiduciary process so your clients can achieve the greatest level of transparency possible. Instead of just delivering renewals, seek to bend the health care cost curve, reduce liabilities, and enable clients to increase benefits in other places.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions Practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
SUBSCRIBE
* Apple Podcasts
* Amazon Audible
* Spotify
* Google Podcasts
CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Hugh O’Toole
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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Jun 1, 2022
EP 11: Legalization of Marijuana in the Workplace
In this episode of Kaleidoscope, we discuss the legalization of marijuana in the workplace, the impact and challenges it can create, and most importantly, how employers can navigate the risk.
Joining us is Albert Randall, President at Franklin & Prokopik. Bert has over 23 years of experience as a trial attorney, concentrating in complex matters involving employment, tort liability, and business litigation. Outside of his trial practice, Bert provides general counsel services to Maryland businesses.
Key Takeaways:
* Nearly 75% of the country has legalized marijuana to some extent; however, it is still illegal at the federal level. This has created challenges when it comes to enforcing workplace policies around marijuana usage. In a tight labor market, there needs to be change. Employers (and insurers) must do a deeper dive into their state’s regulations and identify whether there is any case law that addresses the issue.
* Funding is now being allocated to study the results of recreational marijuana legalization. More scientific research on this topic is critical and will help aid employers in navigating this changing environment.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions Practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website, or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
SUBSCRIBE
* Apple Podcasts
* Amazon Audible
* Spotify
* Google Podcasts
CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Albert B. Randall Jr.
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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May 11, 2022
EP 10: Reducing Waste, Abuse, & Fraud in Healthcare Plans
In this episode of Kaleidoscope, we discuss how employers can reduce the waste, abuse, and fraud often found in health care plans. Through the help of experts and technology, we outline a process to identify these unnecessary costs in a sensitive and quantifiable way.
Joining us is Will Baker, National Sales Director at BMI Audit Services. Will has over 20 years of experience helping employers and their advisors with health care costs containment by identifying ineligible plan participants and claims overpayments.
Key Takeaways:
* Claims are becoming more complex and payment systems have become more sophisticated. Payment errors continue to happen.
* There is a lack of transparency with customer service. There are more and more TPAs prohibiting employers from looking at the details behind claims data. Audits today are taking 5-7 months to complete, almost twice as long as just a few years ago.
* Brokers need to do their due diligence during client renewals and while moving to a new TPA. To identify and prevent any restrictions around audit rights, it is recommended to go through all ASO contracts.
* There is a growing trend of brokers who understand the value of having an independent 3rd party audit plan set up. This ensures a client is set up for success and accurate benefits are being provided to plan members.
This episode is hosted by Frank Pennachio and Susan Toussaint of ReSource Pro’s Growth Solutions Practice. We provide insurance agencies and carriers with consulting and training services, enabling them to elevate sales conversations, compete more effectively in the marketplace, and grow organically. To learn more, visit the Growth Solutions website, or reach out to Susan Toussaint.
Love what you’re learning? Be sure to subscribe on your preferred podcast platform so you never miss an episode. Please write a review and share your favorite episodes with colleagues and clients!
SUBSCRIBE
* Apple Podcasts
* Amazon Audible
* Spotify
* Google Podcasts
CONNECT WITH OUR HOSTS AND GUESTS
* Our guest Will Baker
* Kaleidoscope co-host Frank Pennachio
* Kaleidoscope co-host Susan Toussaint
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Apr 6, 2022
EP 09: Avoiding Risks & Threats of Multi-Jurisdictional Exposure
Dill Battle is a member attorney at Spilman Thomas & Battle, PLLC, a full service super regional law firm with attorneys admitted to practice throughout the country.
“Insurance policies are very dense and complex. It’s important to have up front conversations to make sure coverage is understood. Second to this, employers need to train managers and employees on what the proper reporting process is when a claim is filed. This way, they know where to file and which carrier has primary coverage.” – Dill Battle
Today on the Kaleidoscope Podcast:
* How employers can better avoid the risks and threats of multi-jurisdictional exposure
* Part 2 employer liability claims
* Client relationships in the age of COVID
* Remote medicine
* Promoting the insurance industry
Connect with today’s guest Dill Battle
Connect with Kaleidoscope co-host Frank Pennachio
Connect with Kaleidoscope co-host Susan Toussaint
This episode was brought to you by……
ReSource Pro’s Growth Solutions practice, a consulting and training organizations for insurance industry professionals. Our business objective is to provide agencies and carriers with the necessary technical and sales insights to elevate sales conversations, compete more effectively, and grow organically.
Connect, Learn, Share
Thank you for joining us on this week’s episode of Kaleidoscope. For more resources, visit the Growth Solutions website, or reach out to Susan Toussaint at susan@resourcepro.com. Subscribe on your preferred podcast platform so you never miss an episode. Love what you’re learning? Review the Kaleidoscope Podcast and share your favorite episodes with friends and colleagues!
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Mar 23, 2022
EP 08: Distribution in the Independent Agency System
Mitch Loewen is the Director of Insurance for The Builders Group, the #1 self-insured workers’ comp fund in Minnesota, exclusive to the construction trades.
“The independent agency sales process needs to change and be disrupted. The buyer has changed dramatically, and sales processes have not changed with them. I see some good talent coming into this industry with promise, and its challenging for them to be successful if they do not have a strong track to run on.”
Today on the Kaleidoscope Podcast:
* How Mitch entered the industry
* Gaining familiarity with Self-Insured Groups
* Benefits of being a SIG member
* Distribution in the independent agency system
* Challenges with existing EMR systems
Connect with today’s guest Mitch Loewen
Connect with Kaleidoscope co-host Frank Pennachio
Connect with Kaleidoscope co-host Susan Toussaint
This episode was brought to you by……
ReSource Pro’s Growth Solutions practice, a consulting and training organizations for insurance industry professionals. Our business objective is to provide agencies and carriers with the necessary technical and sales insights to elevate sales conversations, compete more effectively, and grow organically.
Connect, Learn, Share
Thank you for joining us on this week’s episode of Kaleidoscope. For more resources, visit the Growth Solutions website, or reach out to Susan Toussaint at susan@resourcepro.com. Subscribe on your preferred podcast platform so you never miss an episode. Love what you’re learning? Review the Kaleidoscope Podcast and share your favorite episodes with friends and colleagues!
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Mar 9, 2022
EP 07: The Future of Agency Mergers and Acquisitions
On this episode of Kaleidoscope, we welcome Jason Angus, Chief Operating Officer at The Hilb Group, a top 15 agency based in Richmond, Virginia.
Listen In…
“Its amazing how transactional our business is and that needs to change. That is something that we need to create better efficiencies around. Technology gives the opportunity for our people to free up more time to be better problem solvers and more collaborative together. As an organization we are making enormous investments in our systems to help our people from that standpoint, and it cannot be done quick enough. If we don’t start doing those things to help our people out, the industry will see high turnover.” – Jason Angus
In this episode we discuss:
* The future of agency mergers and acquisitions
* The marketplace and distribution
* Hilb’s strategy to invest in organic growth
* Barriers to acquiring new agencies and embedding them into your existing culture
Connect with today’s guest Jason Angus
Connect with Kaleidoscope co-host Frank Pennachio
Connect with Kaleidoscope co-host Susan Toussaint
This episode was brought to you by……
ReSource Pro’s Growth Solutions practice, a consulting and training organizations for insurance industry professionals. Our business objective is to provide agencies and carriers with the necessary technical and sales insights to elevate sales conversations, compete more effectively, and grow organically.
Connect, Learn, Share
Thank you for joining us on this week’s episode of Kaleidoscope. For more resources, visit the Growth Solutions website, or reach out to Susan Toussaint at susan@resourcepro.com. Subscribe on your preferred podcast platform so you never miss an episode. Love what you’re learning? Review the Kaleidoscope Podcast and share your favorite episodes with friends and colleagues!
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Feb 23, 2022
EP 06: COVID Impact on Service Delivery & Relationships
On this episode of Kaleidoscope we welcome guests, Lisa Teel, Assistant Vice President of Agency Operations, and Brandon Marshall, Senior Vice President of Agency Operations and Marketing at Encova Insurance. Encova is a super-regional carrier ranked in the top 20 mutual insurance companies in the United States and includes more than 1,200 associates writing in 28 states and the District of Columbia.
Listen In…
“Carriers and agencies alike are adapting, and they are adapting very quickly. Carriers are offering new and expanded coverages based on changes in the industry, the pandemic, and more. Agents are moving away from the traditional type of engagement with their clients and looking at other ways to engage. I think that is working. A lot of agents have shared that 2020 and 2021 have been two of their most successful years in writing new business. So, something is working, and I think these changes are good for the industry.” – Lisa Teel
“There’s efficiency to be gaine…
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Feb 9, 2022
EP 05: Bending the Healthcare Cost Curve
Al Lewis is the CEO of Quizzify, a prolific writer, and graduate of Harvard Law School. He authored Why Nobody Believes the Numbers, which was named Healthcare Book of the year by Forbes. Al is a member of the Strategic Planning Committes of Board of Directors for Atrius Health and co-founder of the Validation Institute, where he helps organizations measure their own outcomes and the validity of their vendors. His personal website, www.theysaidwhat.net, exposes vendors that have fabricated their outcomes, usually in a hilarious way.
“Anybody can challenge data. My specialty is taking data that is published and showing that it in fact proved the exact opposite of what they intended it to prove. In wellness you don’t have to challenge the data to discredit it. You merely have to read the data and it will discredit itself.” – Al Lewis
Today on the Kaleidoscope Podcast:
* Why nobody believes in numbers
* Bending the healthcare cost curb
* Quizzify and health illiteracy…
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Jan 26, 2022
EP 04: Cyber Insurance
Pat Costello is an insurance industry veteran, entrepreneur, and fellow podcaster. In 2015, Pat and his brother Mike co-founded a cyber specialty MGA, EVOLVE Insurance. Pat has worked at all levels of the insurance distribution chain, with experience at the retail, wholesale, carrier, and MGA levels.
“I believe that there needs to be more cyber security associated with cyber insurance. I think the two need to be paired up in a regular way. We see a lot of folks that we compete against in the marketplace that are not necessarily using cyber security. A lot of underwriting is very simplistic and gathering very little data on the risk. From a cyber insurance standpoint, we need to be getting as much intel as we possibly can, not only to understand how these hacking attacks occur but also to learn how to help our clients recover from them.” – Pat Costello
Today on the Kaleidoscope Podcast:
* Why Pat is passionate about the insurance industry
* Evolve’s origin story and how t…
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Jan 12, 2022
EP 03: Keeping Producers Motivated
Jeff Ascher, President of Coverra Insurance, is a 2nd generation agency owner and self-proclaimed insurance nerd. With over 14 years as an agency leader, Jeff brings a producer, agency principal, and insurance professional view to the industry. With a highly competitive streak, Jeff oversees the development of his production team, helping to shape their views, enhance their skills and most importantly, keep them mindful of the importance of their role as risk advisors alongside the need for elevating the quality of conversations in the marketplace.
“Despite the fact that we cherish our relationships with our carrier partners, having carrier relationships is not a differentiator in the market. Having expertise alone unfortunately isn’t a differentiator. The differentiator is the ability to deploy that expertise to consumers in a way that is translatable to them. Having a process or system to show people even though we aren’t as big as a publicly traded broker or have the outlook…
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Dec 29, 2021
EP 02: Leveraging Actuarial Insights & Technology
Al Rhodes has spent over 30 years in the actuarial profession as President & Senior Actuary of SIGMA Actuarial Consulting Group, Inc. located in Nashville, TN. Al’s background includes experience in the process of developing both traditional and alternative insurance programs for entities of all sizes and types.
“Most insurance programs are going to involve losses. If you look at every type of insurance program out there, about 70% of premium is going to involve losses. So, if 70% of what you are trying to sell involves analyzing or calculating what those losses are going to be, it’s a good idea to get into the data, analytics, and metrics, and feel comfortable enough to discuss to a certain point. One thing I would encourage all agents and brokers out there to do is include an actuary, underwriter, or auditor as part as your team. You will put together a strategy that is only going to benefit your clients.” – Al Rhodes
Today on the Kaleidoscope Podcast:
* Introd…
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Dec 14, 2021
EP 01: Workers Compensation
Joe Paduda, Principal of Health Strategy Associates, is an industry veteran and nationally recognized expert on manage care in group health and workers’ compensation. With over 25 years of experience, Joe has the ability to take complex topics and data and turn them into actionable knowledge. In addition to his consulting practice, Joe also writes for his blog Managed Care Matters, where he takes on the insurance industry, shares his perspective, and speaks his mind.
“The biggest problem that I see in this business is very few people in senior and executive positions know anything about health care. There is a lack of understanding the impacts of provider consolidation, changes in Medicare, physical medicine reimbursement codes, and decisions relative to drug pricing coming out of Washington. We need to understand that we are less than 1% of total US medical spend, and if you don’t understand anything about the thing that drives your business then that is something you need to p…
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