Founders Bootcamp Alumni Spotlight: Quality Interactions (S18-FBGB)

Quality Interactions is a leading healthcare education company aiming to improve health outcomes as well as  returns for many medical practitioners. Michele Brown joined the already-existing company back in 2014 as a consultant. The company was founded by three medical doctors who were experts in health disparities and the difference between how some Americans receive health care treatments versus others. Michele has actively helped build the company and is currently the CEO.

People of color, people with low health literacy, and people who do not speak English in the U.S. are more expensive for the healthcare industry, costing. $30 billion each year. There is a desire to reduce costs, which results in medical errors. The non-financial costs are that people are getting sicker more frequently and possibly dying.

Quality Interactions offers training for frontline health care workers with culture competency and the skills and communication required to improve the growing diverse patient population. They train doctors, nurses, and other frontline workers to focus on customer service and how to understand their patients better. They have many courses training on LGBT populations and on unconscious bias that shows up in the healthcare system. Their interactive courses offer real patient scenarios with audio to allow these learners to gain skills, strategies and approaches to improve their relationships with their patients. The mission is to democratize healthcare and level the playing field for everyone to receive the best quality healthcare. Research has shown that the same quality of care is not given to minorities and Quality Interactions stands up for those who may be initially treated differently.

This is extremely personal for Michele because she has faced this discrimination and unfair treatment from healthcare professionals. When Michele was younger she went to the emergency room because of a stomach ache. Immediately the health care professionals started to speak to her slowly and question if she was pregnant since she was a minority. In reality, her appendix ruptured and she was being screened for pregnancy. This ordeal left Michele hours away from death. Even though she had full insurance,she was not immune from experiencing this health care disparity.

When Michele found out about what Quality Interactions was trying to do, she was struck that others saw the need to solve healthcare disparity. She admired the mission and the value of the content, but saw the unique opportunity to have industry experts to try to solve this problem. Compared to other healthcare companies aiming to seek improvements in the industry, Quality Interactions has a competitive advantage in cultural competency. They believe that the most important thing to develop is trust between the patient and the healthcare providers, especially if their religion does not permit certain practices to be done, if there is a language barrier, or if health care practitioners are not  making sure their patients understand all their options.

Obstacles still arose for the company. Some prospective customers  try to develop their own content. Prospects think it will be cheaper than hiring an instructional designer. In order to overcome this challenge, they have a pre and post test to show improvements from communication and other skills learned.

Michele joined the Founders Bootcamp because she is a firm believer in capacity building, and she was intrigued to join a program that focused on developing a recurring revenue model. It was important for Michele to implement this learning on her own pace and each module provided a different perspective. One of the biggest values was the opportunity to explore a recurring revenue strategy, where she gained actual tactics to apply them to their business.

Prior to the Bootcamp, Michele was a part of other growth accelerators and she has a background in banking. She had a sense of business growth, but she said that once you are an entrepreneur you come across things that you cannot know from the outside looking in. Since the Bootcamp, Michele has successful secured $350,000 in investment capital. The company has hired new employees and a VP of Sales who will be of big help to them. They are negotiating their first seven figure deal and have developed a number of recurring revenue deals. In three to five years Quality Interactions aims to be a $20 million company. Michele’s advice for entrepreneurs is to look for help to grow, while putting more emphasis on overall strategy rather than doing minute day-to-day tasks. Be sure to check out Quality Interactions and what they look to accomplish in the near future.