Beyond Quality

Every health plan and provider is investing in a better experience — so why does healthcare still feel so disconnected to the person living it? In this episode of Beyond Quality, Rex Wallace is joined by three leaders who spend their days inside that gap: Heidi Salerno of Rex Wallace Consulting, Jason Wolf of The Beryl Institute, and Amber Maraccini of Medallia. Together they unpack where the heal...

Health literacy is not a soft skill. It's a quality infrastructure issue. You've invested in an outreach vendor. You've built the workflows. You've rewritten the scripts twice. None of it matters if the member on the other end of the phone doesn't understand what they're being asked to do — or why. Helen Osborne has spent 30 years asking one question: what can all of...

In this episode of Beyond Quality , host Rex Wallace and this episode's co-host Laurie Call welcome Dr. Matt Poepsel, PhD, Vice President & Godfather of Talent Optimization at The Predictive Index, to explore why every business problem is, at its core, a people problem. The conversation unpacks how healthcare quality leaders can drive results through influence rather than authority, and w...

What if quality wasn't just a department but the entire operating strategy of your organization? In this episode, host Rex Wallace sits down with improvement scientist and author Dr. Dave Williams and co-host Ryan Bernstein to explore how healthcare organizations can move beyond project-level process improvement and start thinking in systems. Dave breaks down the tools and mindset shifts that...

In the first episode of Beyond Quality , host Rex Wallace and co-host Nate Lucena welcome actuary Eve Anderson, Director of Actuarial Services at Zing Health, for a candid conversation about quality as a financial strategy in Medicare Advantage. Eve unpacks the difficult cycle smaller MA plans face, offering rich benefits they can't afford while struggling to achieve the Star Ratings that wou...