Podcast Summary: DGTL Voices with Ed Marx
Episode: Bridging the Gap: Payer and Provider Perspectives (ft. Susan Mullaney)
Date: October 8, 2025
Host: Ed Marx
Guest: Susan Mullaney (Blue Shield of California, formerly Kaiser Permanente, diverse career in healthcare)
Episode Overview
This lively, candid episode explores challenges and opportunities at the intersection of payers and providers in the US healthcare system. Host Ed Marx interviews Susan Mullaney, whose cross-sector experience—from healthcare delivery to startups to insurance—gives her rare insight. The conversation spans Susan’s career journey, core perspectives on bridging payer-provider divides, her leadership style, advice for aspiring leaders, and how she stays energized.
Key Discussion Points and Insights
1. Susan's Career Path: From Hospitals to Startups to Payers
[06:40–10:55]
- Grew up in Billerica, MA; motivated by her mother's frequent hospitalizations.
- “I grew up in a family where we didn’t have much...my mother was always quite ill...I’m watching these incredible doctors and nurses...and thought, okay, I want to be a part of that someday.” (Susan, 04:49–05:36)
- Studied psychology/sociology, considered PhD, pivoted to public health policy and healthcare business (MPH at UMass Amherst), then a fellowship in Madison, WI.
- Early career in hospital administration (University of Minnesota Hospital).
- Startup experience at Vivius: “Every day you just had to make it up.” (Susan, 09:20)
- Kaiser Permanente Northwest: rose to President; unified care delivery and health plan.
- Joined Blue Shield of California: “Now here I am...ready to move us forward during these ever-changing times.” (Susan, 10:53)
2. Bridging the Provider-Payer Gap
[11:12–14:31]
- US lacks a true, coordinated healthcare “system” – payers and providers have historically been pitted against each other.
- “We live in this system that’s grown up over time, where payers and providers are really pitted against one another. And that is not good for anyone. Those days are over...We have to solve for the affordability crisis.” (Susan, 11:12–12:00)
- Current pressures (affordability crisis, innovation, biotech advances) require true collaboration.
- “Organizations collectively move at the speed of trust.” (Susan, 12:30)
- Tech and data can fuel change, but success relies on shared purpose and trust.
- “Payers are not going to figure it out on their own. Providers are not going to be able to solve for that on their own. So we have to come together.” (Susan, 12:12)
- Blue Shield’s mission: “To be the most trusted health plan for any provider...to link arms and work with.” (Susan, 13:44)
3. Breaking Down Misconceptions: Payers vs Providers
[15:05–16:40]
- What providers should know about payers:
- “Everybody who works in the payer world, they care as much as you do about taking great care of patients and members.” (Susan, 15:15)
- What payers should know about providers:
- “I’d advise every payer...schedule time with the providers who take care of your members and go spend a day with those great teams and see what it takes.” (Susan, 16:05)
- Walking in each other’s shoes builds empathy and practical understanding.
4. Leadership Journey and Philosophy
[16:57–18:40]
- Leadership roots in athletics (basketball, volleyball, college coaching).
- Rejects ‘hero leader’ paradigm—prefers collective, diverse teams:
- “It’s all about a great team with diverse skill sets and points of views...That’s where the magic happens.” (Susan, 17:20)
- Cultural leadership: built a best-in-class hospital and strong culture at both Kaiser and Blue Shield.
5. Proud Accomplishments
[18:40–21:33]
- Blue Shield’s Pharmacy Care Reimagined:
- Achieved ‘transparent pharmacy model’—cutting out PBMs, lowering drug prices for members.
- “It was a very complicated, high risk, very bold, visible effort...the team hit the ball out of the park.” (Susan, 19:22)
- Building a New Hospital:
- Focused on world-class culture (“owners, not renters”) and top metrics in quality, patient experience, and cost.
6. Advice for Aspiring Leaders
[22:03–23:16]
- Believe in Yourself and Have a Big Vision
- Continuous Improvement: “How are you constantly evolving?...I’m not saying 5% better, I’m saying 15% better.” (Susan, 22:15)
- Prioritize EQ over IQ: Leaders create followership and a sense of purpose.
7. Personal Habits, Recharging, and Giving Back
[23:38–25:18]
- Daily exercise and morning routine as grounding practice.
- “I love my morning exercise routine...a ton of weight training...that allows me to be my best me.” (Susan, 23:44)
- Coaching her daughter’s volleyball team—encouraging girls' leadership (“I want you to get alpha!”).
- Board service at Seattle Children’s Hospital as a source of inspiration and perspective.
8. Leading with Optimism
[26:30–27:03]
- "We all need to be leading with optimism and energy...I see a bright future ahead...we have a lot to be grateful for and we’re just getting started.” (Susan, 26:30)
Notable Quotes & Memorable Moments
- “Organizations collectively move at the speed of trust.” (Susan, 12:30)
- “Everybody who works in the payer world, they care as much as you do about taking great care of patients and members.” (Susan, 15:15)
- “You have to live with purpose. You have to live with impact. And on the professional side...I have to love what I do and I have to love who I’m doing it with.” (Susan, 04:03)
- “It’s not about IQ, it’s about EQ...Leaders create followership and a sense of purpose.” (Susan, 22:15–23:16)
Timestamps for Key Segments
- Playlist and Personal Intro (01:52–03:36)
- Life Mantra and Early Influences (04:03–06:17)
- Full Career Overview (06:40–10:55)
- Provider and Payer Perspectives (11:12–14:31)
- Bridging the Gap: Mutual Misconceptions (15:05–16:40)
- Leadership Roots and Team Orientation (16:57–18:40)
- Major Accomplishments (18:40–21:33)
- Advice for Aspiring Leaders (22:03–23:16)
- Personal Recharge and Community Involvement (23:38–25:18)
- Final Thoughts: Optimism in Leadership (26:30–27:03)
Episode Tone and Language
The conversation is collegial and candid, blending humor, personal stories, and professional insight. Both Susan and Ed express strong optimism for the future of healthcare, advocate for empathy and collaboration, and maintain an encouraging, energetic tone throughout.
Summary prepared for listeners who want an in-depth, practical understanding of how payer/provider partnerships can evolve—and what true leadership looks like in modern healthcare.