We were lucky to catch up with Andrew Hertz recently and have shared our conversation below.

Hi Andrew, thanks for joining us today. If you had a defining moment that you feel really changed the trajectory of your career, we’d love to hear the story and details.

I had the privilege of being the co-investigator for a very large Centers for Medicare and Medicaid Systems (CMS) healthcare innovation grant. This award established one of the first pediatric Medicaid accountable care organizations in the county. This was a cooperative agreement – meaning that the government worked with us in implementing. The skill I learned in establishing a large, complex entity from scratch was invaluable. Legal, finance, quality improvement, governance, stakeholder engagement, team building, management, and leadership – it was all there.

Most importantly was the organizational structure needed to get things done – development of actionable goals and creation/implementation of management plans.

Most importantly, we were able to implement programs that made a difference in the lives of children. Secondly, or maybe most importantly, not everything worked. We learned from our set-backs and challenges, pivoted, and moved forward. The failures the team experienced , and lessons learned, have allowed me to exceed in other endeavors in the following years.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

I am a pediatrician. Despite having had progressive responsibilities in a large healthcare system, I am first and foremost a pediatrician who wants to improve the lives of our current children and future adults and the society we live in.

As a physician executive, once the US health system at large created enough complexity, regulations, and barriers that I was no longer able to assist the doctors I oversaw help manage their patients, I knew it was time for a change. It is emotionally exhausting to repeatedly relate to doctors that their concerns about care delivery were correct, but that I could not help them solve the issues.

Like many others, when I decided I could no longer make a difference from within a system, I decided to consult and try to influence change from outside of systems. One of my first “clients” was a direct pediatric care practice. This pioneer practice was the first in the area to enter this model – a concierge-style membership practice that aimed to practice old-fashioned medicine with modern technology. What does that mean – re-establish the importance of relationships into medicine.

As I helped this practice, they eventually asked me if I would help them scale their model – get more doctors to enter the direct care model. At first I said no – I did not want to get involved again in the day-to-day management of care. However, the more I thought about the woes in pediatric care, I realized that the direct care model embraced an important and essential part of the solution to what ails healthcare today – RELATIONSHIPS. Post COVID, and within the onslaught of social media, relationships are more important than ever. Making them a priority could make a difference in the lives of others.

We established Zest Pediatric Network to save pediatrics. It is that simple. Zest enables pediatricians to partner with parents in creating the healthiest best lives for their children. We prioritize relationships, access to YOUR pediatrician, and communication.

The model enables doctors to take the time that patients need. And at the location they need. Because we are a membership model (one flat monthly rate for unlimited pediatric care) we are liberated from insurance and health system burdensome regulations. We care for the patients how it is best – be it by texting, sending a photo, telephone, video, in their home, or in the office. Yes, we do home visits – especially for newborns. We can truly get to know the parents, families, and home environment. That is how we provide whole child care.

Because of the model, we have time to address the concerns, wishes and dreams of parents. We have time to address the issues that can have a long-term impact on a child’s health and well-being. For example – we focus on sleep, nutrition, resiliency, physical activity and relationships. We don’t just ask screening questions, we truly dive into the details and create a partnership in parenting. We work with families to parent with ZEST.

Putting training and knowledge aside, what else do you think really matters in terms of succeeding in your field?

As both a pediatrician and a business owner/manager the most important skills for success are listening and servant leadership. In today’s society we don’t listen enough. I don’t mean hearing, but listening to what someone is saying AND what they mean. They are not always the same. And then after listening, collaborate on how you as a doctor or leader can help them. And lastly, doing what you say you will do and when you say you will do it. If you cannot help someone, or need to direct them somewhere else, identify that quickly, assist, and move on. If you cannot help them, likewise, quickly let that be known.

What’s been the most effective strategy for growing your clientele?

The best way to grow your clientele may sound cliche. Over promise and under deliver! Opps, got that wrong – but that is what happens. So just do the opposite – under promise and over deliver. Give them an experience that they can’t get anywhere else. Differentiate yourself. In healthcare, unfortunately, it is rather easy to shine as the current system is so broken.

As more and more doctors break away from health systems that are unable to deliver the personal experience needed, it will become harder to differentiate ourselves. What then? Rely on your relationships. AI is here, it will impact us all. But AI, no matter how quickly it advances, in my opinion, cannot provide a human touch and understanding. We shall see if I am right – but can a computer actually show compassion in their facial expressions? Time will tell.

Contact Info:

• Website: https://www.ZestPeds.com
• Instagram: https://www.instagram.com/zestpediatrics/
• Facebook: https://www.facebook.com/profile.php?id=100086396078258
• Linkedin: https://www.linkedin.com/company/78411594/
• Youtube: https://www.youtube.com/channel/UCYKgxGQ6BtJqJw0jxvFWHcg