What has your career progression been, and what brought you to your current role with Mayo Clinic?

My journey at Mayo Clinic has been fulfilling and an honour. As a pulmonologist, I’ve had the privilege of caring for patients who are facing difficult conditions like lung cancer, while also taking on leadership responsibilities.

Over the years, I’ve contributed to clinical practice improvements, research initiatives, and educational programmes. I’ve had multiple leadership positions, including Outpatient Practice chair, and Chair for the Clinical Practice. Over the past four years, I have joined Mayo Clinic International as Executive Medical Director for the Americas. Currently, I am the President of Mayo Clinic International.

One of our primary activities includes facilitating access for international patients to Mayo Clinic’s destination medical centres in the US. Beyond providing direct patient care, my passion lies in fostering innovation. My team and I actively engage in strategic planning, exploring ways to expand Mayo Clinic’s global reach. This involves building partnerships with international healthcare institutions, sharing best practices, and sharing Mayo Clinic’s expertise. As President of Mayo Clinic International, I’m committed to advancing our mission of elevating medical care to patients worldwide.

Mayo Clinic is one of the most well-known hospital brands in the world; how has the organisation gained this reputation, and how is it maintained?

Mayo Clinic is the world’s oldest and largest integrated multispecialty group medical practice. We have over 80,000 employees who all put the needs of the patient first and consistently deliver evidence-based, compassionate care, to individuals who need Mayo Clinic care.

Our reputation as the leader in healthcare is rooted in the Mayo Clinic Model of Care. The model guides us to prioritise patient needs, provide unhurried patient examinations from salaried physicians, foster collaboration among specialists, respect the patients and their local physicians, and ensure the highest quality of care with compassion and trust. Its importance lies in its ability to consistently deliver exceptional medical outcomes while maintaining a patientcentred approach.

We invest heavily in research, conduct clinical trials, develop innovative treatments, and purposefully design our healthcare facilities to promote healing. This commitment to quality, innovation and our attention to transparency, patient feedback, and outcomes measurements, ensure that we remain a trusted choice for patients worldwide.
 

Our international patients appreciate the
convenience of virtual visits, especially for
non-emergency consultations

People from around the world seek care at Mayo Clinic. Could you share a bit more information about how you market your brand internationally?

At our medical facilities in the US and London, we see an incredibly diverse patient population from over 130 countries. Our goal is to provide a seamless experience for every international patient.

Mayo Clinic is actively expanding insured access to Mayo’s care through collaborations with embassies and private medical insurers around the world. We also work with professionals and institutions around the world to share our medical advancements for patients in need.

To make international travel a little less stressful, we have representative offices in 14 countries. Mayo Clinic employees who speak the local language will assist with patients’ needs such as appointment request support, travel advice, and information about receiving care at Mayo Clinic.

The Mayo Clinic brand is strong. Word-of-mouth referrals and positive patient experiences play a significant role in sustaining our reputation.

What trends are you seeing with regards to insurance and crossborder medical care in the Americas region?Are insurers embracing this trend, or do you think that the industry could do more to facilitate cross-border care for their insured customers?

In the Americas region, we have observed several trends related to private medical insurance and travelling for medical care. Insurers are increasingly recognising the value of providing coverage for international healthcare services, especially for medical services that aren’t available locally. This trend aligns with the growing demand from insured customers seeking specialised treatments beyond their home countries.

While some insurers have fully embraced cross-border care, others are still navigating the complexities. Our role at Mayo Clinic is to facilitate seamless access for insured patients. We collaborate closely with insurers to streamline authorisation processes, coordinate care, and ensure timely reimbursements.

Mayo Clinic hires staff that are committed to the
mission of patient care and who have excellent
skill sets and who show an ability to grow

Working with international health insurance providers to provide seamless care pathways for patients is key to their satisfaction; what do you think are the key attributes for a hospital seeking to work more effectively with insurance companies?

Effective collaboration between hospitals and insurance providers is an important component for building a positive patient experience.

Open communication regarding treatment plans, costs, and expected outcomes is the first step. Insurers appreciate transparency, which helps them make informed decisions and support their insured clients effectively.

Timely claims processing minimises administrative burdens for both hospitals and insurers. We invest in expert staff, technology solutions and healthcare provider education to ensure accurate billing, prompt submissions, and quick resolution of any disputes.

Insurers value evidence-based medicine. We align our practices with the latest research and guidelines, demonstrating the effectiveness of our treatments. Collaborating on outcome data allows insurers to assess quality and cost effectiveness.

Our focus remains on the patient. By working closely with insurers, we create care pathways that prioritise patient needs. This includes personalised treatment plans, seamless transitions, and compassionate support.

What use does Mayo Clinic make of telemedicine solutions to provide pre- and post-operative care for its international patients? Has this changed since pandemic restrictions have lifted and are you still seeing high levels of engagement with telemedicine platforms?

Telemedicine has played a growing role in our international patient care journey. Before the pandemic, we recognised telemedicine’s potential for preand post-patient visits. During the pandemic, telemedicine allowed us to maintain continuity of care despite travel restrictions.

Our international patients appreciate the convenience of virtual visits, especially for nonemergency consultations. We continue to leverage telehealth platforms for pre- and post-operative care, chronic disease management, medication management, and patient education.

The Mayo Clinic Care Network means that you work with hospitals in countries all over the world; how do you balance expansion plans with ensuring the patients are still obtaining the highest-quality care?

Mayo Clinic is helping to meet the needs of patients around the globe by extending our expertise beyond our medical centres. The Mayo Clinic Care Network is a remarkable example of collaboration with healthcare organisations worldwide. These are carefully selected healthcare providers that share our commitment to patientcentred care. Mayo Clinic Care Network member hospitals are not owned by Mayo Clinic. They remain independent, and we work collaboratively to advance the quality, safety, and value of their healthcare services.

Network members can tap into Mayo’s extensive medical knowledge, clinical guidelines and educational materials for their patients and healthcare providers. This is a way for members to compete in their communities and provide leadingedge care to patients.

Recruitment of healthcare professionals is difficult in a post-pandemic world; what are you doing to ensure that staffing levels are correct? How do you attract and retain the right talent and resources?

Attracting and retaining healthcare professionals is a top priority. We have implemented several strategies, including competitive compensation, education and training of our future workforce, professional development opportunities, and a focus on work-life balance.

Mayo Clinic hires staff that are committed to the mission of patient care and who have excellent skill sets and who show an ability to grow. We are grateful for their dedication to service, and our retention rates are quite good with many staff members staying with Mayo Clinic for 10 or 20 years or longer.

By working closely with
insurers, we create care
pathways that prioritise
patient needs