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Scale with Sergio: The Tenets of Optimizing Operations and Efficiency

Scale with Sergio, a new MarketScale podcast, will offer MarketScale Executive Vice President, Operations and host Sergio Reyes a chance to engage with experts to deliver critical insights, discuss trends and lead the conversation on what’s happening on the cutting-edge of their industries. On this premiere episode, Reyes gave listeners an in-depth look at his…

This story was produced through MarketScale. See how Healthcare teams put it to work with Executive Thought Leadership.

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Scale with Sergio: The Tenets of Optimizing Operations and Efficiency

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Scale with Sergio, a new MarketScale podcast, will offer MarketScale Executive Vice President, Operations and host Sergio Reyes a chance to engage with experts to deliver critical insights, discuss trends and lead the conversation on what’s happening on the cutting-edge of their industries.

On this premiere episode, Reyes gave listeners an in-depth look at his journey to MarketScale and the idea that spawned Scale with Sergio – a desire for a true open forum where the best and brightest any given industry has to offer can educate and engage listeners.

Reyes was also joined by Highmark Health Senior Vice President of Operations Mike Tracy, who helped Reyes dive into the tenets of optimizing operations, which are particularly relevant during the current period of uncertainty and the push toward what’s likely to be a new normal in the wake of the COVID-19 pandemic.

“It should always be the goal of any organization to proactively look at optimizing the operation, always challenging the status quo and continuously evolving,” Reyes said.

Though Reyes and Tracy admitted that operational efficiency can devolve into a bit of a rabbit hole due to the extensive nature of the topic and ongoing search for innovative solutions and best practices, the duo distilled their decades of combined knowledge into a handful of key insights.

“We could talk about the 950 different things that make up optimizing operations, and it would probably be the last ‘Scale with Sergio’ that exists,” Tracy said.

“(There are) three critical things that, really, everything else falls under. I like to look at optimizing operations from a people, process and technology perspective.”

Reyes and Tracy outlined each of those umbrellas at length, providing a thorough look at how this threefold mindset can boost any business’s operations.

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Direct-to-consumer telehealth raises spending, even as ASC investment surges

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A Health Affairs analysis of commercial claims data (2011–13) found 12% of direct-to-consumer telehealth visits replaced visits to other providers and 88% represented new utilization, with net annual spending on acute respiratory illness increasing $45 per telehealth user. Separately, MobiHealthNews reported on August 31, 2026, via a HIMSSCast episode, that Erik Tellefson of Capital One said ambulatory surgery centers “represent one of the clearest growth structures in American healthcare.”

  • 01The most actionable benchmark for finance teams evaluating DTC telehealth is substitution rate, not visit growth. Health Affairs measured 12% substitution and 88% new utilization in commercial claims for acute respiratory illness.
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