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Saul Marquez:
Hey everybody! Welcome back to the Outcomes Rocket. I want to welcome you all to this series recorded live at ViVE, sunny, Nashville, Tennessee. And listen, we’re having some incredible discussions around best practices, tech-quity, just how do we make healthcare better. And today, I’ve got the outstanding Joshua Titus joining us. He is the CEO of Gozio. He’s passionate about creating mobile technology that informs and delights users. This passion led him to co-found Gozio after spending 12 years in management and technical leadership positions at visual computing company NVIDIA. At NVIDIA, Joshua helped grow the chipset business unit from $200 million to $870 million in annual revenue before switching focus to mobile processors, which is where he’s at today. So Joshua, I want to welcome you to the podcast and excited to dive into this.
Joshua Titus:
Saul, thank you for having me today. It’s great to be here.
Saul Marquez:
So, Joshua, one of the things that I love to ask before we get into the core of the business we’re discussing, how you’re improving healthcare, is what is it that motivates you in being in the healthcare business?
Joshua Titus:
Well, for me, and I think much of my team, it was really that we have this technical toolbox that we’ve come to build, and how can we use that toolbox to actually help people and to better their experience, to better their lives somehow? And we find that people in healthcare settings often have some clinical issue they’re facing, they may be having an otherwise crappy day, and if we can somehow make that slightly better using our companions, our mobile companions that we carry everywhere with us today, then we’ve done a good thing. And so when we see the usage numbers, and we see, you know, 15,000 interactions a month or 15 million rather, we’re stoked. We feel like we’re actually making a difference, and we see that as our calling.
Saul Marquez:
The big opportunity. And so you guys are focused on mobile and how can we leverage mobile technology and actually use it. It’s kind of like the problem with pharmaceuticals; you have this adherence problem. So talk to us a little bit about what makes you guys unique in the value prop of the business.
Joshua Titus:
You know, Saul, it’s also a really interesting space. Part of it is that we’re not necessarily inventing anything new. We’re taking the expectation that we’ve gained through all other aspects of our lives in terms of how mobile should be our problem-solving companion that we carry with us, and we’re just applying that to the healthcare setting, right? Whether we were to grab an open table tonight, we know exactly how to do that or navigate back to our hotels, or how do we even book our hotels, right? All of that was done via mobile, yet you move into a healthcare setting, and oftentimes, they’re a decade behind. And so I think what really sets Gozio apart is we have sort of cracked the code for what are the key components that you need to reach, sort of, this critical mass so that you actually have, not a thousand users a year, but 2000 or 3000 a day, 40,000 a month, those type of numbers. And often, it’s leveraging what hospital systems already have in terms of digital resources, but it’s packaging them in a form that we expect it to be in, right? So in other words, it’s putting the answers where the questions are being asked, essentially what we’re doing, and we’re enjoying the growth that we’re seeing and the opportunity that’s in front of us.
Saul Marquez:
That’s great. So one of the best ways to really understand how a technology adds value is really examples. So I’d love if you could share maybe a case study in how you’ve been able to help a health system with your capabilities.
Joshua Titus:
Sure, yeah, let’s see, go back a couple of years, University Health in Miami, they had a mobile app, wasn’t terrible, right? It had a physician database, had their locations in it, so we would give it a solid C+, but it, again, it had 2000 users in a year. We roll in, and we add a couple more pieces to it, give it a more holistic feel. We add wayfinding to it, which we find is a key component. And wayfinding is interesting, it’s taking you from your home to the parking deck, remember exactly where you parked, and then handhold you into your point of care. So imagine that a nurse of 20 years, says Saul, I’m going to go with you on this trip, right? The first thing that happens is your stress level drops in half. The second thing is, you know where to park, you know where to go, and those type of things, so the hand-holding experience. And then we see, if we pull their analytics today, we’re looking at, you know, 2000 or 3000 users a day per day, right? So that’s two orders of magnitude greater engagement. Another success story is in San Antonio. This was going to the crucible of COVID. They had a mobile application, had a couple of users, 2 or 3 a day. We quickly put together and pulled all their digital resources, already existing resources, into a mobile app and packaged it in a way that people wanted to engage with. And they were seeing a 40,000 users a month, right? So just 3 or 4 orders of magnitude greater user engagement. And what we found that’s interesting is that often the attempts that failed wasn’t because they didn’t have the right components, but they were missing one of those key components. And so we sort of think of a Malcolm Gladwell tipping point where one and two and three are not quite good enough, and then you add four, and suddenly it just goes ballistic, and that is exactly what we’ve seen. So we now know what those sort of key components are. All healthcare systems are slightly different from one another, but there’s a lot of overlap too. In fact, we see many times different flavors of the same problem. So by being able to go in and assess where our clients are adding a piece or two or sometimes just packaging what they have, the user engagement goes through the roof, and once you have people engaged with your health system on mobile, you build loyalty, you build better outcomes, you reduce revenue leakage, you reduce missed and late appointments, all this sort of good stuff that comes out of once you have those eyeballs. I think sometimes it’s illustrative to sort of step out of healthcare because we’re so deep into it and think about another industry completely, and it sort of makes sense, and that is the airlines industry. Super complex, you’ve got pilots, you’ve got flight attendants, you have weather briefers, you have businesses worldwide, all happening live. It’s a super complex system that, to me, is abstracted down to the mobile app on my phone, that’s it. All that complexity is hidden, and for me, it’s super simple. I booked my ticket there, I didn’t even consider other airlines when coming to Nashville because this is the one that I’m loyal to, it’s easy. My seat change, while I was driving to the airport, all that is there for me packaged up. So likewise, that applies pretty well to healthcare. Incredibly complex behind the scenes, but it doesn’t have to be complex to me, and you can boil that down to an experience on mobile that builds loyalty and engagement.
Saul Marquez:
Yeah, I love that, Joshua. And you mentioned four points, like one, two, three, four. Was that just an example, or is there a framework here that you could share?
Joshua Titus:
That’s hilarious. Yeah, that was actually just me.
Saul Marquez:
That was an idea.
Joshua Titus:
That was me riffing here, but there is a framework, and to sort of segue into the framework that Gozio presents, and that is what we think of it as, is, a platform is one way to think about it, but really think about a foundational framework. Saul, you want to build a mobile app for a healthcare system. Well, you’re going to need to have the actual wiring inside the app that makes the app work. You’re going to have to figure out how to handle upgrades. You probably want to know what people are doing, so you’re going to need an analytics piece, and you have to manage all that content, so there’s a whole bunch of plumbing that has to go into place. You haven’t actually done anything for healthcare, you’re just getting the basic plumbing mechanics.
Saul Marquez:
The logistics.
Joshua Titus:
Exactly.
Saul Marquez:
Wise.
Joshua Titus:
And so we have that. And so our big idea and what we’ve been taking to market, in ’23 we’re exposing to the market and opening it up to the market, as a matter of fact, is the idea that this foundational framework is available. And when we come into a system, we find those 80% of the things that we’re looking for are off the shelf for us. We can plug them in, and very, very quickly, ten days in some cases, you’re live with a mobile app branded for you. Your digital resources are packaged in a way that people will engage with it, and then over time, that other 20% that we didn’t have off the shelf, we can do, you can do, third parties can do. And so this year, what we’re excited about is we are opening up that framework. If you have some crazy idea that really makes no sense whatsoever to other systems, but is really valuable to your catchment area that you understand better than anyone else, we can develop that, you can develop that, a third party can develop that. So we’re opening up that framework. So that’s one of the two things this year that we are really focused on and excited about.
Saul Marquez:
Nice. That’s great. And what about somebody that already has an app with a less-than-optimal experience? Is it possible to port an existing app?
Joshua Titus:
We do a couple of things in that area. Often what we’ll do is we’ll use that as a template, and we’ll say that was a swing and a miss. What worked, what didn’t, and often the things that work are already represented in our platform, and so we’ll just pull those in, and we also learn by that. Maybe they have something that was crazy successful that we hadn’t thought about, we incorporate that into the platform, but 99% of the time, we’re actually coming in and replacing what was there. And we don’t see it as a failure, we see that you had the three out of the four things that you needed to reach critical mass.
Saul Marquez:
Yeah, got it. Thank you, I appreciate that. Oftentimes we learn more from our challenges and setbacks than our actual success. Can you share one thing that you’ve learned in the journey thus far, that it was a challenge for you, but now you’re, has become a principle of, you know, whether it’s an operating principle or a reason for doing what you do?
Joshua Titus:
That’s an amazing question, Saul. I didn’t see that one coming. You know, I think one of the things that we have learned is, to be successful, the health system that we engage with has to have both a marketing component and an IT component working together. And many times, we end up playing matchmaker, and in some cases, actually introduced internal teams to one another. And I think it was the insight into how sort of siloed healthcare systems can be and even grow more siloed over time, sometimes based on personality. And so to be able to say to them, here is how this is going to work, well, you’re going to need to join arms on this. This is not an IT project, solely, and it’s not a marketing project, solely, but we’re going to work together on this. And those have been the absolute most successful systems that we have in our portfolio were the ones who really, you know, locked elbows and did this thing together because it is a team sport.
Saul Marquez:
Yeah, and folks, we do tend to silo ourselves, and it’s a good reminder for everyone listening. When’s the last time you reached out to marketing? And if you’re in marketing, when’s the last time you reached out to IT? It might be worth just calling them, or if you’re in the building, stop by the desk, you’d be surprised what you find out. So this is fantastic, Josh, I’ve enjoyed our discussion around it. If you had to leave a call to action for the folks listening or if somebody is curious about, can they help me, how can they reach out to you, and how can they learn more?
Joshua Titus:
Absolutely. I’d love to hear ideas and new problems for us to solve and work together. And you can find us online, GozioHealth.com. And again, my name is Joshua Titus. You can also just email at Joshua@GozioHealth.com.
Saul Marquez:
Amazing.
Joshua Titus:
Happy to hear what you guys are thinking.
Saul Marquez:
Outstanding. So folks, take Joshua up. He’s available and so is his team. And with that, I want to thank you for joining us today.
Joshua Titus:
Saul, I appreciate the thoughtful questions. Thank you for having me.
Saul Marquez:
My pleasure.
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