In this episode, he shares his clinical and operational playbook for executing on the channel effectively and even laughs at Nikhil’s jokes. We go deeper into how they measure value, track SLAs and how the channel has evolved.
For folks who are in the value based care world, looking to incorporate texting into their care model or curious about how Galileo tapped into the channel so effectively, this one is made for you.
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This episode is sponsored by Out of Pocket, because no one is prouder of us than us: https://www.outofpocket.health/
You should also check out our courses, including ones taught by yours truly (How to Build A Healthcare Call Center and Healthcare 101): https://www.outofpocket.health/course-library
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Hosts:
Nikhil Krishnan (twitter: https://twitter.com/nikillinit)
Danielle Poreh (https://www.linkedin.com/in/danielleporeh/)
Timestamps:
(00:00) Intro to Ajay
(00:59 What Galieo does and Ajay’s role
(3:11) What field based teams do
(5:36) Lessons learned building a field based team
(09:10) How Galileo builds comradery to avoid burnout
(11:00) What Ajay does on roadtrips
(12:00) When to use and not use SMS
(13:56) Ajay’s take on what makes SMS so valuable
(17:57) Should we charge for texting?
(22:14) Triage protocols for SMS
(25:12) Bucketing SLAs for SMS
(27:48) QA on triaging and continuous improvement
(29:26) The flow of a single SMS
(30:52) How to get started with SMS
(33:46) When it’s time to centralize the function
(34:34) The galileo care team
(36:56) Determining outbound SLAs
(39:17) Preferences in population
(40:00) Groupchats
(42:22) How to sound like a human & 24/7 care
(43:31) Measuring value in SMS
(47:26) Speed matters
(49:01) Hot takes
(50:57) SMS in a virtual based care model
(52:56) Making sure people have your number
(56:12) Ajay’s Mike Jones moment
