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Innovating through broken models

The healthcare industry is enormous, broken and entrenched -- where breaking the mold isn’t easy. Tom Lee, CEO of One Medical focused first on improving the customer experience and ended up redefining what was possible. He talks about how improving customer relationships can turn your business into a category leader.

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Innovating through broken models

  1. 1. Innovating Through Broken Models #RelateLive
  2. 2. Tom Lee M.D. One Medical Group CEO @OneMedical
  3. 3. Primary Care for the Modern Era May 2016
  4. 4. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 4
  5. 5. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 5
  6. 6. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 6
  7. 7. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 7
  8. 8. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 8
  9. 9. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 9
  10. 10. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 10
  11. 11. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 11
  12. 12. • Scalable • Primary Care • System CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 12
  13. 13. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 13
  14. 14. TECHNOLOGY-ENABLED PRIMARY CARE CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 14
  15. 15. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 15 Same-Day Appointments Longer Visits Start On-Time Coordinated Primary Care Team 24/7 Virtual / Mobile Care Accept Most Health Insurance Schedule & Capacity Algorithms Enterprise Workflow & Data Capture Team-Based Protocols & Automation Mobile / Enterprise Integration Charge Capture & Claims Mgmt Tech Enabled Primary Care
  16. 16. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 16 Office Experience
  17. 17. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 17 Virtual Care Experience
  18. 18. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 18
  19. 19. “One Medical is absolutely FANTASTIC. I’m so happy to find a service like this—it’s about time!.” “I'm adding @onemedical to the list of Amazing Things I Wish I'd Paid For Earlier In Life.” >75% Net Promoter Score “I am so incredibly impressed with your clinic and all of the staff.. . . it is truly comforting to know that I am getting the best possible care from my provider. Thank you for all that you do!!” >2/3 New Members from Referral CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 19 Very Happy & Loyal Members
  20. 20. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 20
  21. 21. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 21
  22. 22. CONFIDENTIAL & PROPRIETARY. Copyright (C) 2016 1Life Healthcare, Inc. All Rights Reserved. 22
  23. 23. #RelateLive

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