Thankful For A Denial? | Care Beyond Code feat. Jessica Vander Zanden of Network Health

Can a health insurance denial actually save a life? In this powerful episode of Care Beyond Code, that's exactly what happened.Jessica Vander Zanden, SVP of Operations and Member Experience at Network Health , shares the incredible true story of how a "mission moment" and a culture of human-centric care transformed a routine denial into a life-saving diagnosis. She explains how Network Health's physician-owned foundation empowers its case managers to become true member advocates, going far beyond the transactional lines of code .In this episode, you'll learn:-- The unforgettable story of a denial that led to a critical cancer diagnosis.-- How to operationally scale empathy and achieve high employee retention .-- How Network Health balances AI and new technology with a human-first member experience .-- What the future of best-in-class member experience will look like.00:00 Welcome to Care Beyond Code00:47 Network Health's Mission Moments01:53 Why Focus on the Human Side?03:02 A Leader Says "Healthcare Sucks"05:20 Getting the Real Stories Out06:38 The Story: A Life-Saving Denial09:24 How Denials Are Usually Handled10:45 Coaching the Member to Advocate12:48 The Diagnosis: Metastatic Cancer14:21 Staying Connected Through Treatment15:54 The Member's Thank You Letter19:22 How to Scale Human Empathy22:43 Marrying Data and AI with Humans26:11 Future of Member Experience28:18 Making Healthcare "Suck Less"VBA helps payers, TPAs, and health plans build the flexible solutions needed to create their own moments of "Care Beyond Code." Learn more at vbasoftware.com.#CareBeyondCode #MemberExperience #HealthTech