Redesigning Normal

Heidi Hamilton is the Chief Real Estate, Facilities, & Legal Officer for Amber Charter Schools in New York City. She joins podcast host Andrew Southern on this episode of Redesigning Normal to talk about how her organization handled the pandemic and how they hope to move forward.

Heidi discusses several covid prevention measures, including collaborating with an architect to configure the buildings for social distancing and securing private testing (free testing was not available to charter schools). In an effort to get students back in school full time, many preventative measures will remain in place.

She also talks about what’s unique about charter schools, how the rapid switch to online learning accelerated the implementation of new technologies, and the decision to grow and open a new school during a pandemic.

After you listen, connect with Heidi Hamilton on LinkedIn. Learn more about Amber Charter Schools by visiting AmberCharter.org and following them on Twitter @AmberCharter.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Gloria Berwick is VP of Operations at Spring Hills Management Services Organization & Population Health where she oversees operations supporting physicians through business services. Spring Hills offers a full spectrum of integrated healthcare services for individuals and families.

In this episode, Gloria focuses on population health management, an approach that integrates medical and behavioral care to provide patients with options and help them overcome socioeconomic and other barriers to receiving adequate healthcare.

Gloria discusses the challenges and successes of launching Spring Hills’ new population health management program during Covid, especially the normalization of telehealth across the healthcare industry. She also explores the role of a supportive culture in fostering innovation, the importance of caring for caregivers to avoid burnout, and the benefits of remaining a fully remote workforce.

After you listen, connect with Gloria Berwick on LinkedIn. Learn more about Spring Hills Senior Communities and Home Care Services by visiting SpringHills.com and following on Twitter @SpringHills.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Awstin Gregg, MBA, LCSW, LCDC is Senior Vice President of Outpatient Division II at Vertava Health. He joins podcast host Andrew Southern on this episode of Redesigning Normal. Awstin began his career as a mental health technician at a psychiatric hospital. In seven years, he advanced his career from mental health tech to the CEO of the same hospital, making him one of the youngest CEOs in an international Fortune 500 company.

In this episode, Awstin describes how his experience working in the hospital setting inspired the idea behind Connections. Recidivism in healthcare can be reduced by making it easier for patients to obtain ongoing comprehensive services without juggling multiple providers, referrals, waitlists, and other hassles.

Awstin also discusses the positive impacts of telehealth during the pandemic, the success of an incentivized wellness program for clinicians and other employees, and the three key performance indicators he watches every day: clinical outcomes, patient satisfaction, and employee turnover.

After you listen, connect with Awstin Gregg on LinkedIn. Learn more about Connections Wellness Group by visiting ConnectionsWellnessGroup.com and following them on Twitter @ConnectWellGrp.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Alex Balan, Regional Operations Manager for Southwest Florida at CORA Physical Therapy, joins podcast host Andrew Southern on this episode of Redesigning Normal. After a high school sports injury, Alex was drawn to physical therapy as a career. CORA Physical Therapy comprises more than 230 locations across 11 states.

In this episode, Alex discusses the immediate impact of business closures and changing regulations. Many patients pivoted quickly to telehealth, but offices remained open for others requiring in-person treatment. Company leaders developed new ways to communicate regular updates to staff across locations.

Alex discusses how employees came together to support one another and also shares why new business processes, like telehealth and online exercise equipment sales, will remain an important part of the patient experience.

After you listen, connect with Alex Balan on LinkedIn. Learn more about CORA Physical Therapy by visiting CoraPhysicalTherapy.com and following them on Twitter @CORAPTherapy.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Kristen Beitzel, VP of Medical Services at East Bay SPCA, joins podcast host Andrew Southern on this episode of Redesigning Normal. The East Bay SPCA is a nonprofit shelter that provides medical services, fostering and adoption, and humane education programs for pet owners and communities in California’s Alameda and Contra Costa counties.

When the pandemic began, East Bay built its response plan on one non-negotiable principle: no team members would be laid off. The organization changed business processes and adjusted hours to make this goal a reality. Kristen describes how new curbside care models, remote behavioral classes, and other business changes made this possible.

You’ll learn how Covid restrictions positively impacted the adoption process, resulting in fewer animal returns. Kristen also shares how the pandemic contributed to veterinary talent shortages, the challenges of implementing vaccination policies, and what it means to be a Fear Free Certified animal care professional.

After you listen, connect with Kristen Beitzel, CVPM on LinkedIn. Learn more about East Bay by visiting EastBaySPCA.org and following on Twitter @EastBaySPCA. Interested in fostering an animal? View East Bay’s available animals on Trello.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Larisa Ortiz, Managing Director at Streetsense, joins podcast host Andrew Southern on this episode of Redesigning Normal. Streetsense is an experience-focused strategy and design collective. In her role, Larisa focuses on the needs of public and nonprofit organizations that operate in downtown and Main Street locations.

Streetsense’s work is based on seeing physical places. Larisa describes how her organization worked to adjust projects and reevaluate client needs.  She also discusses how they supported their clients through the rapid pivot to online selling and delivery.

You’ll also learn about the impact widespread remote work could have on our cities (e.g. fluctuating property values and changing transportation patterns) and why ground floor residential spaces can help revitalize neighborhoods.

After you listen, connect with Larisa Ortiz on LinkedIn and learn more about Streetsense by visiting Streetsense.com and following on Twitter @RealStreetsense or Instagram @RealStreetsense.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Sheila Davis, SVP of Operations for Always Best Care Senior Services, joins podcast host Andrew Southern on this episode of Redesigning Normal. Always Best Care provides non-medical assistance and in-home nursing care. The company is a franchise with agencies in 32 states and Canada and more than 105 physical locations. Sheila has worked in the home healthcare industry for most of her career.

The sudden, rapid onset of the pandemic revealed a significant gap in emergency preparedness for in-home care providers. Sheila describes how policies and procedures existed for natural disasters, active shooters, and cyberattacks, but a pandemic was so unexpected that even regulatory bodies did not have a plan.

Sheila describes how her organization worked with the CDC, health departments, and national organizations to develop policies and procedures to keep staff and patients safe. She also discusses the challenges of training a large staff quickly, measures they took to allow caregivers to visit homes and stay safe, and what protocols her organization and others will carry into the future.

After you listen, connect with Sheila Davis on LinkedIn and learn more about Always Best Care Senior Services by visiting AlwaysBestCare.com or following on Twitter @AlwaysBestCare.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Robyn Sloniecki, VP of Operations for Royal Health Group, joins podcast host Andrew Southern on this episode of Redesigning Normal. Royal Health Group comprises 12 skilled nursing facilities and an assisted nursing facility in Massachusetts and Rhode Island. Robyn began her healthcare career as a registered nurse.

Seniors are especially vulnerable to Covid; those living in group facilities face even greater risk. Robyn discusses the measures her organization took to ensure the safety of staff and residents, often days or weeks before their choices became official CDC recommendations.

You’ll also learn the impacts of a lack of available guidance and slow testing processes; residents’ and families’ struggles to cope with limited visitation; and how Royal Health Group handles vaccination hesitancy.

After you listen, connect with Robyn Sloniecki on LinkedIn and learn more about Royal Health Group at RoyalHealthGroup.com.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Vivek Taparia, Vice President, OptumCare, joins podcast host Andrew Southern on this episode of Redesigning Normal. Optum is a health services and innovation company. In his role, Vivek oversees the daily operations of more than 60 urgent care and ambulatory surgical facilities across three states.

Vivek joined Optum during the pandemic. Like many others in the healthcare industry, he felt a calling to join the front lines and leverage his skill set to help transform a network of urgent care centers to cope with ever-changing regulations and patient demand for testing and other services.

He discusses some of the organization’s top challenges: recruiting healthcare workers when demand triples and risks increase, redeploying staff and resources to meet changing needs across locations, and increasing the availability of drive-through testing. He also predicts telehealth will become a new standard of care.

After you listen, connect with Vivek Taparia on LinkedIn and learn more about Optum at Optum.com or by following on Twitter @Optum.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Wendy Morell, Director of Operations at MainStreet Family Care, joins host Andrew Southern on this episode of Redesigning Normal. MainStreet Family Care is a network of urgent and primary care facilities throughout rural Alabama and Georgia. Wendy and Andrew discuss the pandemic’s impact on MainStreet’s clinics, from testing to reporting and reimbursement.

The sudden pandemic and subsequent growth in demand for COVID testing and vaccines forced MainStreet Family Care through a series of quick operational transformations. Wendy shares the challenges and frustrations of training and retraining staff on new medical procedures while trying to keep up with new administrative burdens for reporting and patient communications.

Wendy also discusses rapid digital transformation, vaccine distribution complications, and why the pandemic provided an opportunity to push through new operational processes and procedures that were on the horizon but not yet prioritized.

After you listen, connect with Wendy Morell on LinkedIn and learn more about MainStreet Family Care at MainStreetFamilyCare.com.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.