The Power of Medical Certainty

This article summarizes a discussion between Dr. Drew Olivera of Regence Blue Shield in Washington, and Dr. Joel Feigin of UnitedHealthcare. You’ll learn how care has changed in a post-COVID world and what expectations people have for care now.

In this summary Dr. Drew Olivera, Senior Executive Medical Director for Regence Blue Shield in Washington, and Dr. Joel Feigin, Senior Vice President, Chief Medical Officer of UnitedHealthcare discussed how treatment changed during the pandemic, and how once people experienced telehealth they came to expect it.

Here are a few of the key points:

  • People are used to seeking out information. Including an expert medical consultation gives people a way to gather meaningful information, become educated and engaged.
  • Leadership support is one of the most important ingredients for ensuring engagement and program success. 
  • Communication and relevant messaging,  proactive outreach, and personalized information is also important to outcomes. 
  • The program must be convenient and integrated with other solutions offered in the health benefit and provide a seamless referral process. 
  • Dr. Olivera mentioned the three things that stood out to him about 2nd.MD quality of the specialists, a [virtual] face-to-face meeting with the expert, and turnaround time, which is on average 3 days for 2nd.MD.


Download the complete discussion between Dr. Olivera and Dr. Joel Feigen.

This discussion was from an AHIP speaking session titled “The Power of Medical Certainty for Your Members”


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