Cover of Breaking the Waiting Room: Heather Fernandez on Fixing How We Find Care

Breaking the Waiting Room: Heather Fernandez on Fixing How We Find Care

Breaking the Waiting Room: Heather Fernandez on Fixing How We Find Care

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Summary
 Why do we accept broken systems as normal?On Breaking Precedent, Leah Solivan talks with Heather Fernandez, co-founder of Solv, about a career spent questioning the systems everyone else accepts. It started in elementary school, when she asked the monsignor at her church why she couldn't be an altar girl. The daughter of immigrant parents, Heather bought a one-way ticket to Washington, DC after graduating from Cal and landed her first job as deputy press secretary for a freshman congressman from Arizona, where she learned that even the people with the most power are figuring it out as they go. From there she moved into tech PR, Stanford Business School and Morgan Stanley before joining Trulia when it was 12 people in a room. Over ten years she went from marketing to running sales to owning Trulia's core B2B business, through its $2.5 billion acquisition by Zillow.Heather explains why she walked away from the obvious next move to start Solv as a healthcare outsider, built around three simple questions: Where should I go? When can I be seen? How much will it cost? She and Leah dig into urgent care as everyday healthcare for millions of Americans, why the industry was so unhelpful to newcomers, how naming users like Mary the mom and Faith at the front desk shaped the product, helping power COVID testing sites during the pandemic, and why she believes not knowing what care costs will soon seem absurd.Key InsightsEven the people with the most power are figuring it out as they go. Seeing that early takes away the intimidation.Startups let you try on hats no one else would hand you. Heather went from marketing to running sales by asking for the job.Equity changes who gets to take risks. Trulia's cap table is what let Heather start Solv, and why Solv opened its Captain Marvel SPV to women.In healthcare, start with a real problem you can solve and a clear path to expand it.You can't fix the patient experience without reducing friction for the front desk and the clinic.The next decade will reward the doers.Timestamps00:00 Cold Open 00:43 Welcome 02:08 The Altar Girl Question 03:25 Candor and Immigrant Grit 07:45 A One-Way Ticket to DC 11:10 Everyone Is Figuring It Out 11:20 “Even the people with the most power are figuring it out as they go.” — Heather Fernandez 15:28 From Politics to Tech 19:05 Finding Trulia 22:45 From Marketing to Running Sales 26:05 Equity and the Captain Marvel SPV 27:25 Why Healthcare 32:35 Where, When, and How Much 35:10 Urgent Care Is Everyday Healthcare 38:28 Proximity to Power 41:20 Start Small, Create a Wave 43:25 Complexity as a Moat 46:45 Mary, Faith, and Olivia 50:50 COVID Stress Test 54:15 What Stuck After COVID 56:25 Price Transparency Is Next: Zero or $800 59:25 Why She's an AI Optimist 01:04:10 Misconceptions About Scale 01:05:32 The Next Decade Belongs to Doers 01:07:55 Rapid Fire 01:08:55 Stop Waiting for Permission 01:09:55 ClosingResources MentionedSolv: https://www.solvhealth.com/ Heather Fernandez on LinkedIn: https://www.linkedin.com/in/heatherfernandezThank you to our Precedent Breaking Partners!Squared Away: gosquaredaway.com/breakingprecedent?utm_source=breakingprecedent&utm_medium=podcast&utm_campaign=breakingprecedent&utm_content=podcast TaskRabbit: taskrabbit.com/?utm_source=breakingprecedent&utm_medium=podcast&utm_campaign=breakingprecedent&utm_content=podcast Justworks: justworks.com/?utm_source=breakingprecedent&utm_medium=podcast&utm_campaign=breakingprecedent&utm_content=podcastLeah Solivan is the host of Breaking Precedent, a podcast that explores the stories of innovators who are pushing societal boundaries and setting new precedents in their fields. Leah Solivan is General Partner at Fuel Capital, where she invests in early-stage companies across consumer technology, hardware, education, marketplaces, and retail. Leah Solivan has 15 years of experience building and creating technology products that have reached millions of people around the globe. She started her career at IBM as an engineer in the software group, working on Lotus Notes and Domino. In 2008, Leah Solivan founded TaskRabbit, the leading on-demand service marketplace in the world.Connect with Leah Solivan:Website: breakingprecedent.com Instagram: https://www.instagram.com/leah_solivan/ X: https://twitter.com/labunleashed?lang=en
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