Most members have learned to be suspicious of their health plan. When an outreach lands, the instinct is “what do they want from me—to save money, or cut my benefits?” John Jesser has spent 25 years on the payer side working to close that trust gap—making healthcare safer, more affordable, and easier to access.
As SVP of Strategic Partnerships and Business Development at Amwell, John works at the intersection of one of the largest technology-enabled care platforms in the country and the partners who help bring it to members—serving commercial employers, Medicare Advantage, managed Medicaid, and 9.2 million service members through the Defense Health Agency.
In this episode of Peak Performance in Healthcare, John breaks down Amwell’s “human-first, technology-enabled” philosophy, why care is consolidating into a single digital front door, and how the Amwell–League partnership helps guide members to the right next step, always in-network and covered.
Key Takeaways:
- Treat people like humans first: Why peak performance starts with earning trust, and how plans, employers, and platforms have to work together to build something members believe is there to help them.
- One digital front door: How Amwell consolidates different clinical programs into one simple experience: the “mall” of technology-enabled care that meets the mega-trend of members going online to find help.
- The League partnership’s one-two punch: How League’s engagement layer sits at the top of the funnel as a general concierge, backed by specialized AI agents to guide each member to the right place.
- Engagement that closes the loop: Why the future is personalized down to the individual, spotting a signal and routing them to covered, in-network care, instead of leaving them to figure it out alone.
