Ankoor Shah, VP of Clinical Excellence at Included Health, joins Kellogg MBA student Sonia Salunke to unpack how Included Health is redesigning the healthcare experience. They discuss what it takes to deliver truly personalized, all-in-one care - blending virtual, in-person, and AI-driven support. From building an integrated care model that centers patient experience to enabling value-based care, this episode explores what the future of connected, tech-enabled healthcare could look like. 

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Timestamps: 

(1:58) Ankur’s background and journey to working in healthcare  
(8:11) Overview on the personalized healthcare experience at Included Health 
(14:20) Understanding Included Health’s customers and business model  
(20:36) Unpacking the member-first culture at Included Health 
(22:36) The technical capabilities that drive the experience 
(27:12) When to deliver care in-person vs virtual vs AI-based  
(30:42) Metrics to demonstrate success to members and customers  

(38:00) Rethinking the pharmacy experience 

(42:06) Rapid-fire Q&A 

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