Care Beyond Code

VBA
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Welcome to Care Beyond Code, a new show from VBA where we explore the strategies and decisions that bring humanity into the healthcare system, creating better experiences for members, patients, and businesses alike. In each episode, we cover stories of human impact, thanks to administrators going above and beyond the call of duty, as well as deeper-dive, narrower discussions on cutting-edge technology making waves across our industry. Learn more about VBA here: https://vbasoftware.com/

Episodes

  1. Jun 17

    Closing the Benefits Education Gap | Jerame Dellapenta, Nova Healthcare

    What happens when critical care is blocked by administrative red tape? In this episode of Care Beyond Code, we sit down with Jerame Dellapenta, Director of Service Delivery and Engagement. He shares a powerful story of navigating the complexities of healthcare administration to help a family afford essential autism spectrum testing. What you’ll learn: -- How a dependent care account (FSA) provided an unexpected financial lifeline -- The critical need for better member education regarding elected benefit accounts -- Strategies for building a servant-leadership culture in customer service 00:00 Introduction to Care Beyond Code 01:23 A Patient's Autism Diagnosis Story 03:33 The Coverage Roadblock 07:45 Finding an Out-of-the-Box Solution 11:06 The Power of FSA and DCA Accounts 13:46 Closing the Benefits Education Gap 17:03 Instilling a Culture of Empathy 22:53 Final Thoughts and VBA's Mission Learn more about VBA's solutions for TPAs and health plans at vbasoftware.com. Don't forget to subscribe for more insights into the future of healthcare tech. MLI2AZFHRFJMKRI3

  2. Apr 7

    Preventing the Train Wrecks of Tomorrow | Alberta Manga and Miranda Buder, Custom Design Benefits

    In this episode of Care Beyond Code, we're joined by Alberta Manga and Miranda Buder from Custom Design Benefits. They discuss how their unique in-house medical management and patient advocacy teams use data to predict and prevent high-risk hospital admissions. Listen as they share two high-impact stories of real people navigating difficult diagnoses. Learn how Custom Design Benefits secured a single case agreement for out-of-network cancer care in just three hours to avoid surprise billing. Then, hear how they guided a patient through post-discharge financial anxiety by securing community resources and setting up a hospital payment plan. What you will learn: -- How in-house case management eliminates lagging data transfers to assist members immediately. -- Why looking at the social determinants of health is crucial for a successful patient recovery. -- How three-way calls can help laymen navigate complex hospital financial conversations. 00:00 Welcome to Care Beyond Code 00:46 Introduction to Custom Design Benefits 01:45 The Advantage of In-House Medical Management 03:21 Predicting and Preventing Future Health Crises 05:04 Addressing Social Determinants of Health 06:44 Story 1: A Testicular Cancer Diagnosis 08:28 Securing an Out-of-Network Single Case Agreement 11:15 Resolving Patient Frustration in Just Three Hours 15:04 Building Long-Term Trust with Patients 16:25 Story 2: Recovering from a Ruptured Appendix 17:27 Providing Community Resources for Financial Anxiety 20:44 Navigating Hospital Payment Plans via Three-Way Calls 22:24 The Importance of Compassionate Healthcare Learn more about VBA's solutions for TPAs and health plans at vbasoftware.com. Don't forget to subscribe for more insights into the future of healthcare tech.

  3. Mar 24

    How We Erased an $80,000 Medical Bill | Todd Archer, Concierge TPA

    In this episode of Care Beyond Code, we sit down with Todd Archer, President of Concierge TPA (CTPA), to discuss how technology is injecting more humanity into healthcare administration. We explore how his team leverages hospital bill reviews and the 501(r) tax code to assist vulnerable members on limited benefit plans. What you’ll learn: -- How a life-changing wrist surgery bill was successfully reduced to zero. -- The unique financial challenges faced by workers with limited or no benefits. -- How modern technology connects electronic medical records to hidden financial assistance. -- The future of on-demand communication and AI in the health insurance space. If you found this story inspiring, be sure to subscribe to our channel for more examples of care above and beyond the code! 00:00 Introduction to Care Beyond Code 01:19 Meet Todd Archer and Concierge 02:10 Serving the Underserved 04:08 Traditional TPA Practices 06:26 Setting the Stage for an $80k Bill 08:20 Understanding Hospital Bill Reviews 09:15 The Power of Section 501(r) 11:54 Erasing an $80,000 Debt 13:08 Automating Patient Outreach 15:27 Leveraging Electronic Medical Records 19:08 The Human Impact of Zero Debt 20:56 Navigating Hospital Relationships 23:51 The Future of AI in Insurance 26:07 Keeping the Human Touch Learn more about VBA's solutions for TPAs and health plans at vbasoftware.com. Don't forget to subscribe for more insights into the future of healthcare tech.

  4. 12/10/2025

    Why is the "Old School" Healthcare Approach Still Winning? | Mike Castleberry, CRO of Consociate

    What happens when a pharmacy system denies a prescription for a sick patient? Or when a member battling a serious illness is buried under a mountain of confusing medical bills? In healthcare administration, code and software can only do so much. Sometimes, you just need a human to pick up the phone. In this episode of Care Beyond Code, we sit down with Mike Castleberry, CRO of Consociate Health, to discuss the critical balance between operational efficiency and human empathy. Mike shares two powerful stories from the front lines of benefits administration that prove why the "old school" method of personal advocacy is still the most effective way to solve complex member problems. In this episode, we cover: The Pharmacy Glitch: Why simple prescriptions get denied and the manual intervention required to fix it. The "Big Stuff": How TPAs can relieve the administrative burden for members facing catastrophic health events. Balance Billing: The specific steps administrators take to reconcile provider bills so members don't pay what they don't owe. AI vs. Humans: Why technology should handle eligibility, but humans must handle the care. 00:00 Introduction: The Spectrum of Life 00:53 Meet Mike Castleberry & Consociate 01:49 Story 1: The Prescription Problem 07:11 Why the System Breaks at the Pharmacy Counter 10:04 The Value of "Old School" Communication 12:08 Story 2: When Medical Bills Stack Up 17:43 Resolving Balance Billing Issues 20:59 The Future of AI in Benefits Administration 24:52 Conclusion: Instituting Care Beyond Code Learn more about VBA's solutions for TPAs and health plans at vbasoftware.com. Don't forget to subscribe for more insights into the future of healthcare tech.

  5. 11/12/2025

    How TPAs Use AI & APIs to Modernize | Dr. Stephen Tahta of Allegiance with Matt Salerno of VBA

    The TPA world is moving faster than ever. What happens when legacy systems can no longer keep up with the demand for real-time data, complex integrations, and AI? In this episode of Care Beyond Code: VBA's SVP of Engineering Matt Salerno, and Allegiance President & CEO Stephen Tahta, pull back the curtain on the massive tech modernization happening right now. They break down the critical shift from on-prem "Old Faithful" systems to scalable, resilient, and secure cloud platforms that are ready for the future. What you'll learn: -- What is an API? Plus, an "airport" analogy for healthcare data. -- Why APIs are the "connective tissue" for real-time care. -- How AI is actually being used (Hint: It's not replacing humans). -- A look at VBA's new AI tools: Project Oscar & Project Stormbreaker. 00:00 Introduction 01:15 The Modern TPA Landscape 03:56 Stephen's "Airport" Analogy 06:48 The Challenge of "Old Faithful" 08:06 The Drivers for Modernization 09:52 Why Move to the Cloud? 12:14 The Real Speed of the Cloud 15:43 What is an API? (The Restaurant Analogy) 18:42 APIs as "Connective Tissue" 21:51 How VBA Approaches AI 25:30 VBA's AI Projects: Oscar & Stormbreaker 27:12 AI Frees Humans for Human Work 29:51 Predictive Insights with AI 31:50 Conclusion: Complexity vs. Innovation Learn more about VBA's solutions for TPAs and health plans at vbasoftware.com. Don't forget to subscribe for more insights into the future of healthcare tech. #HealthcareTechnology #TPA #DigitalTransformation

  6. 11/12/2025

    Thankful For A Denial? | Care Beyond Code feat. Jessica Vander Zanden of Network Health

    Can a health insurance denial actually save a life? In this powerful episode of Care Beyond Code, that's exactly what happened. Jessica Vander Zanden, SVP of Operations and Member Experience at Network Health , shares the incredible true story of how a "mission moment" and a culture of human-centric care transformed a routine denial into a life-saving diagnosis. She explains how Network Health's physician-owned foundation empowers its case managers to become true member advocates, going far beyond the transactional lines of code . In this episode, you'll learn: -- The unforgettable story of a denial that led to a critical cancer diagnosis. -- How to operationally scale empathy and achieve high employee retention . -- How Network Health balances AI and new technology with a human-first member experience . -- What the future of best-in-class member experience will look like. 00:00 Welcome to Care Beyond Code 00:47 Network Health's Mission Moments 01:53 Why Focus on the Human Side? 03:02 A Leader Says "Healthcare Sucks" 05:20 Getting the Real Stories Out 06:38 The Story: A Life-Saving Denial 09:24 How Denials Are Usually Handled 10:45 Coaching the Member to Advocate 12:48 The Diagnosis: Metastatic Cancer 14:21 Staying Connected Through Treatment 15:54 The Member's Thank You Letter 19:22 How to Scale Human Empathy 22:43 Marrying Data and AI with Humans 26:11 Future of Member Experience 28:18 Making Healthcare "Suck Less" VBA helps payers, TPAs, and health plans build the flexible solutions needed to create their own moments of "Care Beyond Code." Learn more at vbasoftware.com. #CareBeyondCode #MemberExperience #HealthTech

  • 6 Episodes

About

Welcome to Care Beyond Code, a new show from VBA where we explore the strategies and decisions that bring humanity into the healthcare system, creating better experiences for members, patients, and businesses alike. In each episode, we cover stories of human impact, thanks to administrators going above and beyond the call of duty, as well as deeper-dive, narrower discussions on cutting-edge technology making waves across our industry. Learn more about VBA here: https://vbasoftware.com/

Information

  • Creator
    VBA
  • Years Active
    2026
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © VBA
  • Show Website
    Care Beyond Code