The HME180 Podcast

Gary Ross, Mobility Plus Franchise Owner and Navy Reservist

In this episode, Gary Ross, a Mobility Plus franchise owner and Navy reservist, shares insights on building a thriving business with a holistic, client-focused approach. From offering comprehensive benefits for employees to partnering with community organizations like Senior Helpers, Gary highlights the value of aligning with mission-driven partners to support clients’ independence and well-being. He also discusses the advantages of the franchise model, Mobility Plus’s new e-commerce innovations, and his latest venture with New York Life Insurance to provide clients with financial security. Join us for an inspiring look at how dedication to service fuels business success!

Tina Chen, Renowned Physical Therapist and Sue's Sister

Sue Chen interviews her sister Tina Chen, a renowned physical therapist with experience at Cedar's Sinai and running her own private practice. Both Tina and Sue reflect on how their father's dedication as a rehabilitation doctor deeply influenced their mission statements and life's work. Tina emphasizes the importance of the "magic triad" - the physical therapist, the medical equipment dealer, and the patient's family - working together to provide the right supportive products and environment to facilitate the patient's dynamic recovery process. Sue and Tina open up with personal insights, sharing their epiphanies and hopes for the future. Tina even offers Sue a few interview questions. Tune in!

Dr. Ken Druck, Resilience and Aging Expert and Author of "Raising an Aging Parent"

This episode of The HME180 Podcast features a deep dive into the emotional complexities of aging, resilience, and the caregiving relationship between adult children and their aging parents. Sue Chen and Dr. Ken Druck discuss the importance of empathy and self-compassion in navigating the challenges of caring for aging parents. Druck, recognized for his work by CNN, the Wall Street Journal, and Oprah, shares insights from his books, including "Courageous Aging" and "Raising an Aging Parent," emphasizing the transformative power of patience, kindness, and effective communication. The conversation spotlights the role of home medical equipment MVPs in supporting aging individuals and their families, emphasizing the potential to break through denial and foster empathy. Druck and Chen advocate for life change literacy, daily gratitude practices, and the cultivation of courage and kindness in both personal growth and caregiving roles. 

Violeta Arnobit from ACE Medical

In this episode, Sue welcomes Violeta Arnobit, CEO of ACE Medical in Hawaii, renowned for her pioneering efforts and educational initiatives within the HME sector. Violeta shares her inspirational journey from humble beginnings in the Philippines to becoming a leading advocate and educator in the field. Emphasizing the critical role of education in bridging gaps within healthcare, Violeta discusses her innovative approach to integrating comprehensive home health care solutions. Her commitment to quality care and community empowerment underscores her profound impact on both the industry and the lives of all people across Hawaii, earning her numerous honors and awards including the prestigious Ernst & Young Entrepreneur of the Year Award. 

Jay Broadbent from Caddis Capital Management and Alpine Home Medical

In this episode of The HME 180 Podcast, Sue Chen interviews Jay Broadbent, Founder of Caddis Capital Management and Alpine Home Medical. Jay shares his journey in the HME industry, starting in 1997, and discusses the challenges and strategies involved in balancing retail and reimbursement models. He highlights the importance of providing excellent customer service and while constantly adapting to the roller coaster of reimbursement cuts and changes. He also shares the necessity to prioritize profitability in tandem with improving the customer experience. Jay emphasizes the value of detailed measurement and monitoring in business operations, particularly in managing customer reviews and ensuring quality service. He talks about the establishment of Caddis Capital Management to offer centralized services like HR and marketing to their stores, enhancing efficiency and growth. The conversation also touches on leadership development within the company, underscoring the significance of nurturing young talent through initiatives like their Leadership University.

Karter McKinlay from The Bone Store

Karter McKinlay, CEO of The Bone Store, and Sue Chen meet face to face in the NOVA lounge as they delve into several topics, including performance pay programs, unveiling the game-changing impact of substantial incentives on employee performance. McKinlay's insights, likening the effect to the legendary Roger Bannister breaking the four-minute mile barrier, underscore the power of leadership in unlocking human potential. Their discourse extends to the pivotal role of exceptional customer service and the strategic curation of high-quality products, challenging the notion of price supremacy in favor of quality, durability, and memorable experiences. Furthermore, McKinlay's innovative approach of utilizing other businesses' websites to enhance the in-store sales experience highlights his commitment to leveraging industry resources without viewing them as competitors, ensuring he never loses a sale that is right in front of him.

Lane Hamm from AZ MediQuip

In this episode of The HME180 Podcast, Sue Chen and Lane Hamm, CEO of AZ MediQuip, delve into the pivotal role of independent retailers in the healthcare industry. Lane, previously an outsider to HME products but an expert in retail, emphasizes the empowerment and immediate solutions that HME retailers can implement, contrasting them with larger chains like CVS or Walmart. He describes running a business as solving a puzzle, applying retail strategies such as community engagement, differentiation, and staff training on the different HME products. Despite challenges in insurance reimbursement, Lane remains optimistic about the industry's growth. He expresses fulfillment with his role as CEO, citing a sense of mission and excitement for future growth, while emphasizing the importance of empathy as a competitive edge.

Carole Martin from Davy Crockett Drug

In this episode, Sue Chen interviews Carole Martin, pharmacist/co-owner from Davy Crocket Drug, an independent pharmacy established in 1961 in Crockett, East Texas. Carole is an amazing example of stepping outside of your comfort zone to try different marketing strategies to sell HME, including Facebook videos and radio advertisements, and discusses the profit margins of HME in comparison to other typical pharmacy products. Year after year, they crush their competition across town (none other than Walmart) by developing relationships with their pharmacy customers. In a small town of 6,400, but with a much broader reach, Davy Crockett Drug has seen success selling HME by sharing with customers that these products are for EVERYONE.

Alex Anderson from Oswald’s Pharmacy

In this episode, Sue Chen interviews Alex Anderson from Oswald's Pharmacy, a 6th generation independent pharmacy in Naperville, Illinois with a very successful, prominent and thriving HME. Throughout their 149-year history, they have embraced big changes and executed their front end store strategy to support the business and reflect their customer’s unique store experience.  They discussed the “DIR Armageddon” and how independent pharmacies need to focus on the front-end store to take control of their revenue.  Alex shared his marketing strategies, importance of staff education and engagement, the value of having the right vendor partners, winning against Amazon - as well as the steps to starting and growing HME in your store.  

Coming Soon - The HME180 Podcast

Coming Soon - The HME180 Podcast!
Our first episode will air in February, with our guest Alex Anderson from Oswald's Pharmacy.
Listen and be EMPOWERED!