Dialed-In on the Virtual Care Journey

Dialed-In on the Virtual Care Journey Episode 10

Virtual care is no longer a pandemic-era convenience story. It is becoming a structural answer to two pressures hitting healthcare at the same time: rising demand for more connected, patient-friendly care and a growing provider shortage. The AAMC says the U.S. could face a physician shortage of up to 86,000 doctors by 2036, while the AMA reports physician telehealth use in 2024 remained nearly triple pre-2020 levels and more than 80% of physicians now report using AI professionally. That raises a bigger question for health leaders, clinicians, and patients alike: if the technology now exists to make care faster, smarter, and less disruptive, what is still standing in the way of a truly connected virtual care journey? On this episode of Dialed In on the Virtual Care Journey, hosts Becca Bean, Senior Vice President of Dialcare, and Jeremy Hedrick, COO of Careington International Corporation, sit down with David Kemp, Senior Account Executive at MarketScale, to explore how virtual care is evolving from a niche access tool into a core part of the healthcare ecosystem. Their conversation spans patient-centered care, AI-enabled workflows, provider adoption, reimbursement realities, rural access, and why convenience is increasingly tied to outcomes. Key Takeaways: * Virtual care is expanding far beyond urgent care-style telehealth and into higher-acuity specialties such as cardiology, radiology, and neurology. * AI is beginning to reduce administrative friction for clinicians while improving the patient experience through faster scheduling, better visit summaries, and smarter clinical prompts. * The future of patient-centered care depends not just on innovation, but on aligning workflows, reimbursement, and adoption so technology supports both clinicians and patients. David Kemp is a Senior Account Executive at MarketScale and leads the company’s healthcare vertical. His healthcare career spans roughly fifteen years, with experience in revenue cycle, patient engagement, care coordination, and healthcare communications. Before joining MarketScale, he worked with organizations including Net Assets, now known as FinThrive, and Salesforce. In the episode, Kemp brings a practical industry view shaped by years of working alongside health systems, provider organizations, and healthcare innovators. He also hosts Highway to Health, a podcast focused on access, care experience, and outcomes.

Dialed-In on the Virtual Care Journey Episode 9

In a healthcare landscape defined by rapid innovation, the relationship between technology and patient care has never been more crucial. Virtual care, once a niche convenience, is now a foundational element of modern healthcare delivery. According to the Centers for Disease Control and Prevention (CDC), telemedicine use among office-based physicians increased from 15.4% in 2019 to 86.5% in 2021 — a surge that redefined how Americans access care. But as this digital transformation continues, the question remains: how do we balance human connection with technological advancement? How can healthcare providers, technologists, and patients collaborate to ensure that virtual care doesn’t just work—but works for everyone? In this episode of Dialed In on the Virtual Care Journey, host Becca Bean, Senior Vice President of Dialcare, speaks with Anthony Mustoe, Chief Information Officer at Careington & Dialcare. Together, they explore how innovation, data, and empathy intersect to make virtual care more seamless, secure, and accessible. The discussion dives into the transformative impact of the pandemic on telehealth, the future of wearable technology, and the evolving role of data and AI in healthcare. Key Takeaways: Technology as the Bridge to Access: Mustoe defines virtual care as a “care continuum,” allowing patients to access medical help when and where they need it. From rural communities to urban health deserts, digital tools are expanding reach and breaking down barriers. Cybersecurity and Trust: As virtual platforms grow, safeguarding patient data is paramount. Mustoe highlights the critical work behind maintaining HIPAA compliance, managing audits, and defending against new threats—from mobile vulnerabilities to even pacemaker hacks. The Future is Personalized: AI, wearables, and innovations like “digital twins” promise a new era of individualized healthcare. By integrating real-time data, predictive analytics, and human insight, the next frontier of care will be proactive, not reactive. Anthony Mustoe is the Chief Information Officer for Careington International and its affiliate companies, including Dialcare. With nearly three decades in IT leadership, Mustoe began his career in telecommunications at Level 3 Communications before transitioning into healthcare technology. His mission is rooted in purpose—leveraging innovation to expand access to care and improve health outcomes globally.

Dialed-In on the Virtual Care Journey Episode 8

Third-Party Administrators (TPAs) have long operated behind the scenes in healthcare, shaping insurance plans and managing benefits in ways most consumers never realize. But as healthcare costs continue to climb faster than the broader economy, employers are increasingly seeking flexibility, innovation, and cost-containment strategies. According to the Centers for Medicare & Medicaid Services (CMS), U.S. healthcare spending is projected to rise to 20.3% of GDP by 2033. So, what exactly do TPAs do, and how are they driving the future of virtual care in an increasingly digital-first healthcare landscape? In this episode of Dialed In on the Virtual Care Journey, host Becca Bean, Senior Vice President of Dialcare, sits down with Anthony Schelfhout, Sales Manager at Dialcare, to unpack the world of TPAs. Together, they explore how these organizations function, why they’re uniquely positioned to deliver cost savings, and the critical role they play in advancing telehealth adoption for both employers and employees. Key Discussion Highlights TPAs as innovators: Once focused on claims administration, TPAs have evolved into strategic partners driving customized, high-performing health plans with built-in cost-containment solutions like virtual care. Flexibility and choice: Unlike large insurance carriers, TPAs offer employers a range of vendor partnerships—from wellness programs to telehealth—tailored to workforce needs and budgets. The future of virtual primary care: With physician shortages and growing care deserts, TPAs are helping build “virtual HMOs,” positioning virtual primary care as the hub of employee health management. Anthony Schelfhout is a seasoned leader in the telehealth and insurance benefits space, bringing more than 13 years of experience to his role as Sales Manager at Dialcare. His career spans insurance sales, consulting, and PEO operations, culminating in deep expertise in telehealth solutions. Known for his strategic insights into cost containment and benefit design, Anthony has become a trusted voice in helping employers and TPAs navigate the evolving healthcare ecosystem.

Dialed-In on the Virtual Care Journey Episode 7

In this episode of Dialed In on the Virtual Care Journey, hosts Becca and Jeremy are joined by Dr. Blake Watson, Clinical Director for DialCare’s virtual veterinary program. Dr. Watson shares his extensive experience in veterinary medicine, spanning mixed animal care, emergency medicine, and practice ownership. Together, they explore the growing field of virtual veterinary care, discussing its role in alleviating stress for pet owners, triaging emergencies, and addressing the nationwide shortage of veterinarians. The conversation highlights how virtual vet care offers peace of mind, helping pet owners navigate urgent concerns and understand when in-person care is necessary. Dr. Watson also touches on advancements in veterinary technology, including AI, wearable devices, and innovations improving diagnostics and communication. This episode provides valuable insights into the future of pet healthcare and how virtual tools are making care more accessible and efficient.

Dialed-In on the Virtual Care Journey Episode 6

In this episode of Dialed In on the Virtual Care Journey, Becca is joined by Amy Rosso, Director Expert in Residence at Raptor Technologies, to discuss the critical intersection of mental health and school safety. Amy shares her journey from personal tragedy to becoming a mental health advocate, and how Raptor’s innovative solutions, like the Student Safe product, are transforming school environments by identifying early warning signs and fostering holistic student care. The conversation highlights the importance of collaboration between school staff, parents, and external mental health professionals, emphasizing the need for proactive, stigma-free support systems. Amy also sheds light on challenges in accessing care, especially in rural areas, and provides valuable resources like the 988 crisis hotline and the American Foundation for Suicide Prevention. This thought-provoking discussion underscores the necessity of integrating mental health into broader school safety initiatives, creating a safer, more supportive environment for students everywhere.