Daniel E. Greenleaf

And in some instances, where they live.

In some instances, it's addressing the fact that they don't have Wi-Fi plans, that they have limited data access, or the plans are somewhat limited.

They might have a flip phone.

And so we have to be looking at ways to say, okay, if that's our member population, what kind of solutions do we need to bring to bear?

We believe tech is going to matter, and we're spending $100 million on tech this year alone.

But the high-touch piece isn't going away.

I think one of the mistakes, particularly with our patient population, is that we assume that they have the same –

opportunity to access things we do.

For example, we have unlimited data plans, that we have iPhones or Android phones, and that we have Wi-Fi in the home.

And I think there's a lot of misperceptions about the patient population we serve.

I also believe that as a company, we need to create a surround sound approach that includes what the caregivers do, what case managers do,

what our remote monitoring personnel are in the way they're interacting with our members.

what our transportation providers are noticing.

Clearly, social media matters in this day and age.

Data, if we're meeting a member where they are, data helps them as well in terms of decisions they ultimately make.

And then community leaders, as well as traditional marketing and non-traditional marketing.

So I would say it's got to be a surround sound.

There isn't a silver bullet out there.

The beauty of what we do is because we have caregivers, because we do remote monitoring, because we have transportation providers, because we do meal delivery, we have a very unique perspective into that member.

And because we have relationships with case managers, I think we have a significant opportunity to influence the care community.