Trust, On Schedule With Whitney Dillard and Alexis Reuter

What if the biggest obstacle to great patient care wasn't a clinical problem at all — but a zip code? At Your Health, patients on opposite ends of the same zip code could mean an hour of unnecessary drive time, surprise visits, and the slow erosion of trust every time a provider couldn't say exactly when they'd arrive. In this episode, Jamie sits down with Whitney Dillard, ACT Executive Director, and Alexis Reuter, Executive Director of Training, to unpack how a homegrown scheduling tool changed everything. Both came to healthcare from unexpected places — Whitney challenged her CNA boards without schooling; Alexis started at a spa front desk — and that outsider's clarity shows in how they rethought the entire scheduling experience. In this conversation, you'll hear: Why scheduling by zip code was quietly sabotaging both providers and patients The "aha moment" when a tool went from nice-to-have to non-negotiable How real care managers were brought in to "break the tool" and shape what it became Why predictable scheduling rebuilds trust in a patient's most sensitive space — their home How proactive, geolocated visits make preventative care actually work in rural Georgia and South Carolina Press play to hear how the right tool — and the right team — turned scheduling into a competitive advantage for patient trust. www.YourHealth.Org