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 healthcare experience breaks down, why trust erodes at the handoffs between plan and provider, and what coordinated care actually looks like when an organization designs for it on purpose.

The conversation keeps circling one idea: there's no "member experience" and no "patient experience." There's a human experience — and right now, we've made that human responsible for holding a fragmented system together. The panel digs into the data behind fragmentation, why handoffs are a patient safety issue and not just a satisfaction one, and whether plans and providers should finally share accountability for the whole journey instead of just their slice of it.

Essential listening for quality leaders, member and patient experience teams, and executives across Medicare Advantage, Medicaid, and provider organizations who want healthcare to work end to end, not door to door.

Guests:
Heidi Salerno — Member Experience Consultant, Rex Wallace Consulting
Jason Wolf, Ph.D. — President & CEO, The Beryl Institute (theberylinstitute.org)
Amber Maraccini — Healthcare Executive Advisor, Medallia

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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 us do to help improve health understanding? She's the founder of Health Literacy Consulting, author of Health Literacy from A to Z, and host of the Health Literacy Out Loud podcast. My co-host Jennifer Nguyen and I dig in with her.

We get into why the original definition of health literacy missed the mark, the six factors that affect understanding, where health literacy fits inside CAHPS and Star Ratings strategy, and a story about a Spanish-speaking member who read "once a day" as the number 11 — and ended up in the ER three times before anyone figured it out.

If you lead a quality program, build outreach materials, or own member experience at a Medicare Advantage or Medicaid plan — this one's for you.

Find Helen at healthliteracy.com.

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Beyond Quality is hosted by Rex Wallace of Rex Wallace Consulting. Learn more at https://www.rexwallaceconsulting.com/

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 why that skill has never mattered more. Dr. Poepsel introduces the Predictive Index, a six-minute behavioral assessment used by 94% of best-in-class companies to build self-aware, high-performing teams. The trio also takes on the AI question head-on: rather than replacing human connection, automation is making it the last real differentiator. If you lead quality improvement programs, manage cross-functional teams, or just want to understand what separates good organizations from great ones, this episode is for you.