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Bob is an experienced CEO and non-executive board member with a proven track record of…
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Robert Farrell shared thisInflection Points is about moving health plans from reactive engagement to proactive health experience management. mPulse helps reduce client burden while supporting continuous program improvement by giving plans the ability to understand not only whether members engaged, but whether outreach contributed to meaningful health, experience, and business outcomes. When plans can identify the right member, understand the right moment, and deliver the right message, they are better positioned to improve satisfaction, close gaps in care, and drive measurable outcomes. #HealthExperience #MemberEngagement #HealthTech Eileen Cianciolo Brian Heacox Chris O'Brien, MBA Kate Shields Dave Arnone Andy GonerkaRobert Farrell shared thisHealth plans have the data to spot the moments that matter: a new diagnosis, a missed screening, a provider change. The hard part is turning that signal into action before it becomes a bigger problem. That's what Inflection Points is built for. Our newest always-on engagement module identifies meaningful shifts in a member's journey and helps health plans respond with the right outreach, at the right moment, replacing broad, calendar-based campaigns with engagement that's actually triggered by what's happening in members' lives. "Health plans do not need more disconnected outreach; they need smarter, more coordinated engagement that meets members at the precise moment support can make a difference." — Eileen Cianciolo, Chief Product Officer, mPulse Learn more: https://lnkd.in/gfH5eyYD #HealthExperience #MemberEngagement #HealthTech BusinessWire
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Robert Farrell posted thisHealthcare doesn't have a technology problem. It has an execution problem. Health plans have more data than ever. More communication channels than ever. More AI tools than ever. Yet members still struggle to navigate the healthcare system. Providers remain burdened by administrative complexity. Customer experience scores continue to lag. Too often, communications are fragmented, reactive, and disconnected from what members actually need in the moment. The next wave of transformation won't come from adding another point solution. It will come from orchestrating the entire member experience—connecting data, intelligence, communications, and workflows into a single, coordinated journey. AI has an important role to play, but not as a novelty. Its value lies in helping organizations anticipate needs, personalize engagement, automate routine work, and enable people to focus on the interactions that matter most. The organizations that succeed over the next five years won't necessarily be those with the most AI. They'll be the ones that embed AI into a disciplined operating model focused on improving outcomes, reducing friction, and earning trust with every member interaction. Healthcare is entering a new era where experience is becoming just as important as access and cost. The opportunity is significant. So is the responsibility. #Healthcare #HealthTech #AI #MemberExperience #DigitalHealth #HealthcareInnovation #CustomerExperience mPulse
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Robert Farrell shared thisYou can’t solve a problem you don’t truly understand. As Brian Heacox points out, our Product team at mPulse is retaking our own Streaming Health Academy courses. It may sound like a small thing, but I think it reflects something fundamental about how healthcare technology should be built. We spend a lot of time talking about AI, data, platforms, personalization, and engagement. All of that matters. But none of it matters enough if we lose sight of the person on the other side of the technology. Our job is to understand why someone living with #Diabetes, #Hypertension, or another chronic condition may be anxious, confused, misinformed, overwhelmed or simply struggling to make a change they know they need to make. Taking a course will never replicate the reality of living with a chronic condition. But it does force us to experience our products through a different lens: Is this clear? Is it relevant? Does it build confidence? Does it overcome misinformation? Most importantly, does it actually motivate someone to act? Great healthcare products shouldn’t just deliver information. They should help people understand what to do next and make it easier for them to do it. That requires technology. It requires data. Increasingly, it requires AI. But it also requires empathy. At mPulse, we need to be great at all four. #Healthcare #DigitalHealth #MemberExperience #HealthcareAI #ProductInnovationRobert Farrell shared thisThis week our Product team is retaking mPulse’s own Streaming Health health education courses from our Streaming Health Academy. It’s important to put ourselves in the shoes of the members we serve, empathize with the challenges they face, and reasses how well we do at motivating individuals to overcome anxiety, dispell false information, and acheive healthier lifestyles. While in no way can this simulate what it feels like to live with chronic conditions like #Hypertension and #Diabetes…it does bring us closer to the burdens that the real people in our populations endure. Can’t solve this stuff if you don’t understand it. Andrew Alfaro Baheerathan K. SriVani Ganti, MSHC Julie Van Grol Adrian Abramshuk
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Robert Farrell shared thisAI is reshaping healthcare. But technology alone isn't enough. The future belongs to organizations that combine intelligent software with resilient, scalable operations capable of delivering trusted experiences every day. That's why I'm excited about the opening of our new Regional Operating Center in #Phoenix. This investment strengthens our national infrastructure, enhances business continuity, and expands our ability to help healthcare organizations engage millions of members with confidence. It also reinforces an important principle: as we accelerate innovation across our Health Experience & Insights (#HXI) platform with AI-driven intelligence, predictive insights, and personalized omnichannel engagement, our operational capabilities must evolve at the same pace. The future of member experience will be powered by AI, but it will be earned through reliability, execution, and trust. Our investment in Phoenix ensures we're building both. Proud of the mPulse team for continuing to invest not just in where #healthcare is going but in the foundation required to help our clients lead it. #healthplans #healthtech #digitialhealthRobert Farrell shared thisWe're investing in the future of healthcare member engagement. mPulse has signed a long-term lease for a new Regional Operating Center in Phoenix, Arizona, expanding our national print and mail production network with added capacity, geographic redundancy, and operational resilience. This strategic investment strengthens our ability to help health plans deliver critical member communications with confidence while supporting continued growth across our Health Experience & Insights (HXI) platform. Read the announcement: https://lnkd.in/gitFCR_s #Healthcare #HealthPlans #MemberEngagement #HealthcareTechnology #DigitalHealth #BusinessContinuity #HealthExperience #mPulse BusinessWire Robert Farrell
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Robert Farrell shared thisRecently released survey data from mPulse reveals where patient trust is built, and broken, across critical, high-stress moments in the #healthcare journey #healthplans #healthtechRobert Farrell shared thisYour members trust their doctor, don't they? But do they trust your digital experience? Every portal login, text message, email, and digital interaction shapes how members perceive your health plan. When experiences feel disconnected, confusing, or difficult to navigate, trust can erode long before a member reaches out for help. In today's environment, trust directly influences engagement, satisfaction, and long-term loyalty. The health plans winning member loyalty aren't just improving communications—they're designing digital experiences that make it easier for members to get answers, take action, and feel confident in their healthcare journey. Our latest blog explores the connection between digital experience and member trust—and why it matters more than ever. 📖 Read the blog: Digital Experience and Member Trust 👇 How is your organization measuring the impact of digital experience on member trust? Ask one of our experts about enhancing your member experience! Andy Gonerka, Dave Arnone, Brian Heacox, Sam Oliver, CPA, Matthew Thompson, and Eileen Cianciolo #medicare #medicaid #healthplans #healthcare #CAHPS #HEIDS
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Robert Farrell reposted thisRobert Farrell reposted thisThe people you work with make or break your experience at a company. Last week I got to meet up with some of my mPulse colleagues in person — the first time I'd been away from my 6-month-old daughter. They responded exactly the way you'd want: kind words and aggressive affirmation that she is, in fact, very cute. Some highlights: → Realizing I actually wanted to socialize despite running on no sleep — and that the people I was socializing with are the ones I spend the most time with (even if it's usually on camera) → Nerding out with Brian Heacox at 10:30 pm over a product feature we're excited about, fueled by late-night French fries → Walking up to colleagues, saying "how can we work more closely together?" and leaving with actual plans Your life isn't — and shouldn't be — just about work. But you do spend a lot of hours with the people you work with. Being surrounded by good, curious, collaborative people is what makes those hours worth it. I'm lucky mine are some of the best people I've ever met. mPulse is hiring. Check out our open positions below 👇 #mPulse #hiring #companyculture #healthtech #workingmoms
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Robert Farrell shared thisHealth plans are under growing pressure to meet strict Centers for Medicare & Medicaid Services utilization management timelines and deliver compliant decision letters at scale. This case study examines how one plan dealth with the challenge. #healthplans #utilizationmanagement #digitalhealth mPulseRobert Farrell shared thisHealth plans don't get extensions on CMS utilization management deadlines. One national dental plan was processing UM decision letters manually. 7 million members. Strict federal timelines. Letters could go out the door without meeting the required speed, accuracy, or visibility compliance. They gave mPulse six weeks to fix it. What happened next is in the case study below. https://hubs.ly/Q04fM3CK0 If your plan is under pressure on UM timelines or CMS prior authorization compliance in 2026, this is worth a read. Drop a comment or connect with our team at mPulse. #HealthPlan #UtilizationManagement #MedicareAdvantage #MemberCommunications #HealthcareCompliance #CMSCompliance
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Robert Farrell posted thisBeginning with the 2026 Star Ratings, CMS reduced the weight of its experience, complaints, and access measures from 4x to 2x. On paper, that’s a simple weight change. In practice, it’s a signal that experience could slide down the priority list for plans chasing high-performance ratings and QBP dollars to reinvest in their plans. Here’s the problem: member trust is cratering right when plans might be tempted to look away from it. Only 30% of members say they see their health plan as a trusted partner. Nearly 30% switched plans in the last year, many of which not by choice – arriving as “forced switchers” where their prior insurer exited the market or discontinued their plan. They arrive at their new plan likely with higher needs and less patience. Satisfaction scores are down for the second year running, driven by rising premiums and out of pockets costs the member didn’t ask for. Meanwhile the bar members judge plans against is no longer just set by other health plans. It’s set by whatever app they used that morning to order coffee or a ride. Fewer regulatory points and lowered weights for member experience doesn’t mean less business risk. It means the plans that keep investing in trust, access, and everyday engagement – not just the Stars checklist – are the ones that will hold onto members when they have a choice. Regulation is a floor. Trust is a moat. What are you seeing in your own member data this year? #HealthPlans #MemberExperience #MedicareAdvantage #HealthcareInnovation mPulse #digitalhealth
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Robert Farrell shared this#RISE Qualipalooza 2026 is where quality leaders come to make sense of constant change across Stars, #HEDIS, member experience, Medicaid quality, and digital measurement. Join conference co-chair Andy Gonerka and the mPulse team along with health plan, provider, clinical, and strategy leaders for practical insights, interactive sessions, and working discussions you can apply right awayRobert Farrell shared thisI am excited to Co-Chair #RISE Qualipalooza 2026. I look forward to the "Quality" (see what I did there?) discussions we will have on strategies and approaches to improve Stars and Quality performance in unprecedented times. If you are in Frisco - let's connect!
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Robert Farrell liked thisRobert Farrell liked thisI have been sharing this article by Uber ‘s Uday Kiran Medisetty a lot over the past few days. It’s one of the better models for SDF/SDLC cost/value optimization that I’ve seen so far. While there’s quite a bit of tooling that is beyond most other companies’ near term capabilities, the 30%+ reduction in cost attributable to smarter cache management is a low hanging fruit inplementable by most teams in a day. https://lnkd.in/gKnmQ_wMRunning a Software Factory Efficiently at Uber ScaleRunning a Software Factory Efficiently at Uber Scale
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Robert Farrell liked thisRobert Farrell liked this📱 mPulse introduced Inflection Points, a new capability that helps health plans use member data to deliver more timely, personalized outreach and support. https://lnkd.in/dPuQTNjzmPulse Introduces Inflection Points to Help Health Plans Turn Member Data into Timely, Personalized ActionmPulse Introduces Inflection Points to Help Health Plans Turn Member Data into Timely, Personalized Action
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Robert Farrell liked thisRobert Farrell liked thisProud to share some exciting news from Interstate Outdoor Advertising - we've expanded our programmatic access through direct integrations with Perion, Vistar Media, and Place Exchange - three of the leading platforms in digital out-of-home advertising. This gives agencies and brands more direct, streamlined access to our DOOH inventory across the New York, Philadelphia, and Boston markets, including our strong NJ footprint. Great step forward as we keep investing in digital growth and programmatic infrastructure. https://lnkd.in/gnbc5MtNINTERSTATE Outdoor Advertising Expands Programmatic Access Through Direct Integrations with Perion, Vistar and Place ExchangeINTERSTATE Outdoor Advertising Expands Programmatic Access Through Direct Integrations with Perion, Vistar and Place Exchange
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Robert Farrell liked thisRobert Farrell liked thisHealth plans have the data to spot the moments that matter: a new diagnosis, a missed screening, a provider change. The hard part is turning that signal into action before it becomes a bigger problem. That's what Inflection Points is built for. Our newest always-on engagement module identifies meaningful shifts in a member's journey and helps health plans respond with the right outreach, at the right moment, replacing broad, calendar-based campaigns with engagement that's actually triggered by what's happening in members' lives. "Health plans do not need more disconnected outreach; they need smarter, more coordinated engagement that meets members at the precise moment support can make a difference." — Eileen Cianciolo, Chief Product Officer, mPulse Learn more: https://lnkd.in/gfH5eyYD #HealthExperience #MemberEngagement #HealthTech BusinessWire
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Robert Farrell liked thisRobert Farrell liked thisExcited to share that I officially received my Player Engagement Specialist Certificate today! After completing the program in June, receiving the certificate today is a rewarding way to mark the experience. The program, presented by PAADS- Professional Association of Athlete Development Specialists in partnership with the University of Florida Department of Sport Management, was a valuable opportunity to continue developing my knowledge and skills in player engagement. I’m especially grateful to Sola Winley, Chidozie Ibeabuchi, MBA, and Wilfred Acosta for giving me the opportunity to take part in this course and supporting my continued professional development. Thank you for investing in my growth and for making experiences like this possible! A very special thank you as well to Shelley Lyle for putting together such a thoughtful course and for the time and effort dedicated to teaching, guiding, and evaluating us throughout the program. Lastly, thank you to Stephanie Thorburn and Duncan Fletcher for your support and introducing us to this opportunity through PAADS. Looking forward to applying what I’ve learned and continuing to grow in the player engagement space!
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Robert Farrell liked thisRobert Farrell liked thisI’m an advocate of CEOs being external. By external, I mean having authentic and direct communication with customers, shareholders, and partners in the public square. Nameless, faceless, voiceless companies are a byproduct of a different era and are a competitive disadvantage. In fact, my anecdotal evidence suggests that companies whose CEOs consistently dialogue with customers in the public square (e.g. social platforms, etc) outperform those companies whose CEOs don’t.
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Robert Farrell liked this"Because of our partnership with you, we are now one of the highest quality performing hospitals in our system!" That was the quote from one of the hospital CEOs today during our IEHP Inland Empire Hospital Alliance (IEHA) meeting! This revolutionary group, made of hospital leaders from across the IE, is a one-of-its-kind forum for our hospital partners to share real-time updates with us on everything from quality / pay for performance to state and federal policy changes that impact us all. Huge thanks to this incredible group of hospital leaders who are IEHA Members and the phenomenal feedback you share with us to further our mission "to heal and inspire the human spirit". San Bernardino Representative Ihab Dorotta, MD, Chief of Quality and Patient Safety: Loma Linda University Health (Co-Chair) Riverside County Hospital Representative Jonelle Morris, COO: Riverside University Health System San Bernardino County Hospital Representative Andrew Goldfrach, FACHE, CEO: Arrowhead Regional Medical Center Critical Access Hospital Representative Evan Rayner, CEO: Bear Valley Community Healthcare District (BVCHD) Corona/Temecula/Hemet Region Representative Darlene Wetton, Group Vice President, California: Southwest Healthcare High Desert Representative Randall Castillo, CEO: St. Mary Medical Center Low Desert Representative Michele Finney, CEO: San Gorgonio Memorial Hospital & Desert Regional Medical Center Riverside Representative Shesh Rao, MD, MPH, MBA, CMO: Riverside Community Hospital West San Bernardino Representative John Chapman, CEO: San Antonio Regional Hospital
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Robert Farrell liked thisRobert Farrell liked thismPulse Expands National Operations With New Phoenix Print and Mail Facility Read the full article: https://lnkd.in/dUndURZ9 Your go-to for local business news. Follow citybiz Robert Farrell, Lara Stell, Kate Shields, Dave Arnone, Eileen Cianciolo, Erin KowalowmPulse Expands National Operations With New Phoenix Print and Mail FacilitymPulse Expands National Operations With New Phoenix Print and Mail Facility
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