“We can’t do incremental innovation because we’re not going to go fast enough. And I think the important thing is as we try to have disruptive innovation that we remain missional. At the core, our primary purpose in disruption and innovation is to advance patient care, patient safety, quality of care, the ease of use for both caregivers and patients to interact with one another. As long as the different partners in the ecosystem all have that missional focus we need to disrupt as quickly as possible.”

“Digital innovation is an applied science. It is about making connections and finding new ways to perform existing functions. It is about seeing a business problem from a 360-degree view. Understanding people, process. and technology components that are playing into it and then creating a solution that leverages either new or traditional technologies in a new connected way.”

“Healthcare is not a winner-take-all industry. This is not like Facebook who dominates social media or like Google that dominates its search and advertising. This is a giant industry where there’s plenty of room for many different companies, whether they are incumbents, high tech innovator leaders, or brand new startups. What we need in the healthcare industry are some role models like in other industries that have adopted platforms and business models that focus on the customer as opposed to the institutions.”

"Our mission is to move our relationships with consumers from an offline relationship to an online relationship. It is incredibly important to us because healthcare is a cross subsidized business on the provider side and so we make all of our money on the commercial side of the business. To sustain our mission into supporting the poor and vulnerable we have to do an exceptionally good job in digitally engaging with the commercial population who is digitally engaged. That business is also at risk of being disrupted because all the disruptors in the marketplace whether it be startups, tech companies, or existing health care companies are changing their models."

"We have built applications that are mobile based apps, like a patient refund app and scheduling app. We have built many such one-off scenarios without really having a full digital transformational strategy and defining our approach and how we want to prioritize our work and reach out to customers as well as to our providers who are really important in this entire process. So, we are just embarking upon this digital journey and I think it’s going to be one that will pay us tremendous dividends."

"I think everybody has a different definition for what digital means to them. For me, it is about how do you employ technology not as the driver of change but to drive your mission. It is the marriage of new technical capabilities whether it’s cloud, ML or AI, with traditional methods that you have been using in your mission. There is certainly room for digital transformation there where we become more efficient and more thoughtful about how we’re going to use all of our resources, and yet reinvent what we’re doing using all these technologies that are now available to us."