Category Archives: Membership

Crossover Health: Welcome to Next Generation Health Care!

Crossover Health Launches New Model of Primary Care in South Orange County
Innovative membership service delivers Urgent, Primary, and Online Care

Aliso Viejo, CA (PRWEB) October 1, 2010

Crossover Health Medical Group announced today the launch of their flagship membership-based, primary care practice in Aliso Viejo, California. The new clinic will offer urgent, primary, and online care services directly to individual members, families, and employer groups. Membership based health care is a new health care finance and delivery innovation that has gained widespread popularity as the cost of health insurance and ongoing service deficiencies have plagued the current health care delivery system. The Crossover membership model decouples health care from health insurance, and allows individuals and organizations to purchase primary care directly from health care providers who offer increased access, enhanced services, and an exceptional service experience.

“The membership-based practice model allows Crossover Health to fundamentally change the way health care is practiced, delivered, and experienced,” according to Chief Executive Officer Scott Shreeve, MD. “Crossover has been specifically designed to restore and enhance the patient-physician relationship, increase access and convenience, reduce the cost of health care, and deliver an unprecedented patient experience.” The membership fee pays for access to the technology enabled practice and wellness services, as well as affordable prices for office visits, specialty consultations, and ongoing health management followups. A health concierge is assigned to each member to assist in overseeing follow-ups, proactive health maintenance, and care coordination. Crossover also provides health advisory services to guide patients in financial decisions related to the management of their health.

Crossover Health introduces two key innovations to the membership model. First, Crossover members have direct access to their physician via Crossover’s unique online, anytime, from anywhere technology platform that includes options for email, text, and video chat consultations. Second, the technology also enables a direct financial, administrative, and clinical relationship between the patient and their personal physician and the extended Crossover care team of medical specialists, diagnostic testing centers, and other licensed professionals. This inherent connectivity enables the creation of the Crossover Health Network™, a network of specialist providers who commit to deliver to a specific service level, make their prices transparent to members, and communicate on a common platform. The result is a simple, efficient, and affordable care experience.

“Many people, including employers, are surprised to find out how affordable exceptional health care can be when purchased directly from the physician,” said Chief Medical Officer Richard Patragnoni, MD. “Members can typically save a significant amount of money while enjoying a broader range and higher quality of personalized service to meet individual, family, or corporate health needs.” Crossover offers a variety of individual and corporate memberships that provide essential primary and preventive care services as well as targeted wellness programs like medical weight loss, executive health programs, health portfolio management, and virtual clinics.

Crossover Health memberships appeal to individuals looking to establish a personal relationship with a physician, families whose care requires a higher service level, and busy professionals who need flexible access to their physician. Membership care is particularly attractive to employers facing annual double digit health care cost increases. Employers using this model have consistently shown significant reduction in inappropriate utilization, dramatic improvements in satisfaction, and cost savings of up to 50% when bundled with lower premium insurance plans. Crossover Health is currently accepting new members throughout the Orange County area.



Filed under Change Agents, Crossover, Design, Direct Practice, Entrepreneurship, Innovation, Launch, Medical Home, Membership, Primary Care, Quality, Value

Day 52: Director of Members Experience: Imagineering the Future of Health

* Guest post by Stephen Gaines, Crossover Health’s Director of Member Experience. He previously discussed the value of membership and now shares his unique role at the company to ensure each and every member experiences next generation care.

The Disney Influence

Living in Orange County, California, it’s next to impossible not notice the “Disney Influence.”  Most of us at one time or another have had annual passes (I have mine) to Disneyland and Disney’s California Adventure.  We’ve visited the resort to Celebrate birthdays, family reunions and even an played an occasional day of hookey from the office.  We’ve spent an evening or two at Downtown Disney and have been mesmerized each night at by the 9:30 fireworks.

The thing that makes the Disney Experience so magical is what happens behind the scenes.  Everything from the architecture to the ride engineering are the brain-children of Disney Imagineers.  Imagineers are a diverse group of individuals with over 140 different job titles – all working for one important goal of “telling great stories and creating great places.”

At Crossover Health, we to want to tell great stories and create great places.  In my last blog I discussed the benefits of Membership.  Today, I’d like to take it a step further and discuss my role as Crossover Health’s Director of Membership Experience – in short I’m a key member of Crossover’s Imagineering Department.

Healthcare Re-Imagined

I realize on first pass, my title sounds very different. Who’s ever heard of a Director of Membership Experience anyway?  It sounds a little esoteric.  However, once you look at what the Crossover Experience encompasses, it completely makes sense.

Like Walt Disney’s vision of a new kind of amusement park, our founder Dr. Scott Shreeve, Imagines the possibility of Healthcare in a completely different light.  He envisions a “patient-centered primary care network that remove the barriers of how care is practiced, delivered, and experienced.

What does this vision look like?

Like 99.9% of the population, I too have frustrating stories to tell when it comes to healthcare. My healthcare experience has, like many others, has been a reactive experience to whatever ails me at the time.

I will be an advocate for improving the day to day member experience.  Everything from the way members intact with the Crossover Team to the extended Crossover Network to the many benefits offered as part of membership will be imagined and re-imagined.

Our Healthcare model takes on a customer-centric feel of a fine retailer.  “Patients” will be referred to as “members.”  Customer care will centered around what’s best for them as apposed to what’s best for their insurance company.

Crossover Members will soon have the benefit of a proactive approach to healthcare.  Imagine being able to interact with your doctor the way you’d interact with any other professional.  Taking part in personalized healthcare blueprint that creates goals specific to the needs of it’s member.  Member specific services and events like a Member Concierge, interesting workshops and field trips.

My Background

My professional background is a mixture of Retail Leadership and technology.  Most recently, I had the opportunity to serve for nine years as a Store Leader for Apple, Inc. The genesis of Apple Retail was core to the very survival of Apple as a brand. But the result was the creation of a retail standard that didn’t exist then and is rarely experienced now.  As a store leader, I helped create and implement that retail standard.

From that experience, I firmly believe that:

  • People are passionate about how they spend their money
  • Customer service is key
  • People have questions and concerns – address them!
  • People want to be heard
  • Don’t forget the follow-up
  • Use of technology is crucial
  • Don’t forget to apologize when needed

Like Walt Disney and his Imagineers, we’ve envisioned a reality that doesn’t exist.  My intention is to help Dr. Shreeve and our growing team create and implement a new healthcare standard.  One that I might add, is desperately needed.  I’ll be bridging my retail experience and customer service philosophy with the Crossover team to help bring this vision to reality.

Hi ho, here we go!

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Filed under Crossover, Experience, Membership

Day 54: Learning from AMEX why membership has its privileges

* This is a guest post by Stephen Gaines, our Director of Membership Experience at Crossover Health. He will be talking about his role, what he does, and how everything we do is focused around how the Crossover brand can consistent deliver an exceptional experience in future posts

In 1958, American Express redefined the “Charge Card,” by introducing the American Express Card.  The card was a far cry from today’s modern Credit Cards.  It was made of paper and had the card members name typed on it.  The membership fee was $6 a year and required the member to pay the balance in-full each month.  What made membership so popular was the worldwide network of offices, travel agents and associated banks that were available to card members.  Before it’s release date of October 1, 1958, American Express had issued more than 250,000 cards!

As American Express Card evolved, it earned a reputation for the having the highest customer service standard.  AMEX employees were regularly encouraged to go above and beyond the call of duty.  One representative hand delivered a card in the middle of the night to a stranded cardholder at Boston’s Logan airport.  Another instance involved a representative in New Delhi who arranged for another representative’s brother (a military helicopter pilot stationed close to the caller) to deliver cash to an AMEX Gold cardholder who was stranded in a remote village in the Himalayas.

History is about to repeat itself. Starting this fall, Crossover Health will redefine healthcare as we know it by introducing a new standard in healthcare.  Like American Express, Crossover Health will feature a membership based experience that rivals fine hotels and retailers.  Imagine having care that allows your physician to practice medicine independent of insurance companies while offing unprecedented access.  And best of all – it’s affordable!

When did going to the Doctor become so negative?

Today, visiting a physician’s office is rarely a pleasant experience.   We’ve all grown accustomed to reading back issues of People Magazine while we wait for our notoriously late physician.  Once inside, we’re lucky if we have 10 minutes and a full conversation.

Back in the day, physicians were held in high esteem.  Changing doctors was unheard of because people stayed with their doctor long-term.  Doctor’s offices were a place of community not disharmony.  The result has left most patients feeling blasé about there healthcare experience.   Bad customer service, insurance coverage complications, and the inability to cross compare service pricing have resulted in high patient defections.

The truth of the matter is, we’ve become so accustomed this type of medical treatment, that we don’t expect anything different.

Membership Privileges

This fall, Crossover Health will introduce a new standard in membership focused healthcare.  Crossover Health will combine world class customer service, straight-forward pricing, and a suite of healthcare tools, services and resources that will be exclusive benefits for its members.

Physician Interaction

Physician interaction has traditionally been limited to office visits.  However, Crossover Health intends to change the way we interact with our physician.  Imagine attending weekly workshops, benefiting from a tight partnership between a third-party healthcare provider or taking part in a special field trip to a local organic supermarket – all lead by your physician!

Proactive Goal Setting

Most physicians today only see patients when there is a urgent need.  Rarely if ever are patients seen outside of an illness or injury.  Crossover Health intends to change this experience by seeing patients before something happens.  Members will have the ability to create Annual Healthcare Blueprints in partnership with their physician and a trusted third-party providers such as personal trainers and nutritionists.  These blueprints will create a framework and set goals fort he coming year.

Better Communication through Technology

Although, physicians tools have changed a lot over the years, patient communication is still limited.  Patients are demanding communication standards that are used in regular forms of business like: email, instant messaging and video chat.  Crossover Health will employ all three methods for it’s members.

As American Express did in the 1950’s, Crossover Health will define a higher standard in healthcare – one that will be affordable, accessible and patient focused.  Keep an eye out for Crossover’s new location opening this fall in Aliso Viejo, California.

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Filed under Consumerism, Crossover, Experience, Membership