![]() Health care is serious, as serious as a heart attack. But the stakes here feel higher than a shopping trip or a taxi ride or a hotel room. They want to reshape it all - primary care, pediatrics, specialty medicine, emergency, imaging and insurance, the entire health care stack - with a customer-centric, tech-heavy retail approach.Īmazon, Uber, Netflix and countless others have walked this road before, reinventing their industries for the smartphone, streaming and ubiquitous app generation. Their success has caught the eye - and ire - of local hospitals that have answered back with their own brands of web-enabled, customer-facing, retail-style urgentcare clinics.īut Zoom+’s goals are bigger and bolder. It’s grown from a single clinic in Bridgeport Village to 32 distributed around Portland, Salem and Seattle. The company has already successfully orchestrated an urgent care do-over, delivering it faster, cheaper and more beautifully to an increasing number of tech-savvy customers. That move, as well as recent top-level hires from retail powerhouses Target and Nike, signal Zoom+’s intent. “They’re pretty rough,” apologizes Ziba Design’s former creative director, and you can almost hear him mentally counting the days until January 1, 2017, when Zoom+ flees to its new headquarters in the Pearl. No, what’s bothering McCallion is the meeting’s location, plain vanilla offices in ho-hum Hillsboro. He’s gung ho about Zoom+’s bold plans to expand the model beyond urgent care and bring a shopper’s approach to every aspect of the health care system. In a decade the company has turned a necessary nuisance, an unexpected trip to a health clinic, into a painless, customer-facing retail experience. To the contrary: Hired 18 months ago as chief member officer and creative director, McCallion is extraordinarily excited by Zoom+’s reinvention of urgent care. ![]() Sanders’ unflagging enthusiasm is not what’s making McCallion fidget. ![]() He speaks energetically and enthusiastically, deploying inspirational anecdotes, statistics and nonstop jargon to rally the room around the company’s successes and challenges. Zoom+’s co-founder, Dave Sanders, 51, dressed in “medical casual” (a scrubs-inspired T-shirt and jeans) takes the stage. It’s the Zoom+ weekly all-hands meeting, and team leaders are reporting on key performance indicators.
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