If you've ever felt lost in the labyrinth of the healthcare system, you’re not alone. As someone who’s worked in financial services and seen the staggering impact healthcare costs have on individuals and businesses alike, I’ve often wondered: why does it have to be this complicated? That’s exactly why I was thrilled to sit down with Kayla Shawn, founder and CEO of Healthcare Navigator, for this week’s episode of Money in the Bank with Franck.
Kayla’s story is powerful. She started her career in hospice care, where she witnessed the raw reality of healthcare at the end of life. From there, she transitioned into corporate healthcare, where she learned the systems, the strategies, and, unfortunately, the ways patients are often reduced to numbers on a spreadsheet. Her aha moment came when her grandmother was personally impacted by the same inefficiencies and profit-driven strategies Kayla had once helped implement. That’s when she knew she had to make a change.
The Hidden Traps of Healthcare Billing
One of the most shocking moments in our conversation was when Kayla explained how a single error in a billing code can cost patients thousands of dollars.
“We had a user whose bill skyrocketed by $5,000 because she was mistakenly coded as an infant,” Kayla said. Think about that: one incorrect digit and you’re suddenly paying neonatal prices for an adult procedure. Who catches these errors? Not the average patient.
This level of complexity isn’t just a bug in the system—it’s a feature. Kayla and I dug into the ways healthcare providers and insurers create opacity to maximize profits. From out-of-network traps to inflated procedure costs, the system feels rigged against the very people it’s supposed to serve.
A Solution for Patients and Employers
That’s where Healthcare Navigator comes in. Kayla’s app is designed to make the system as transparent and user-friendly as possible. It does everything from showing comparative prices for procedures to providing performance metrics for doctors and hospitals. Imagine needing an MRI and being able to see, at a glance, which facility offers the best combination of price and quality—all without the hours of research and frustration.
For employers, Healthcare Navigator is a game-changer. As Kayla explained, healthcare costs are often the second-largest expense for businesses, right after wages. By steering employees toward cost-effective, high-quality care, her company helps reduce claims by up to 30%. That’s real money back in the pockets of businesses and employees.
The Bigger Picture
One of the most poignant moments in our discussion was when Kayla said, “Healthcare isn’t just a business anymore; it’s a survival tool. If you don’t have someone in your corner, navigating the system can feel impossible.”
She’s right. Healthcare is as inelastic as it gets. When you’re sick or caring for a loved one, you’re not thinking about cost—you’re thinking about survival. And yet, the system is set up to capitalize on those moments of vulnerability.
This reality hit home for me when Kayla shared the story of a young woman who received a $40,000 ER bill—for a procedure that should have cost a fraction of that. Even after negotiating it down by $10,000, the remaining $30,000 was a devastating financial burden.
What Can We Do?
If there’s one takeaway from this conversation, it’s that knowledge is power. Kayla’s app is an incredible tool for leveling the playing field, but we also need systemic change. Transparency in billing, universal access to performance metrics, and legislative efforts like removing medical debt from credit reports are all steps in the right direction.
For employers, the message is clear: investing in tools like Healthcare Navigator isn’t just good for employees; it’s good for the bottom line. For individuals, the takeaway is even more urgent: don’t go it alone. Whether it’s an app, an advocate, or simply arming yourself with better information, navigating the system with a guide can save you money, time, and stress.
Closing Thoughts
This episode was a reminder of why conversations like these are so important. The healthcare system isn’t going to change overnight, but with innovators like Kayla Shawn leading the charge, there’s hope. Her work is proof that when we bring transparency and empathy into the equation, we can start to make healthcare work for everyone—not just the shareholders.
If you haven’t already, I highly recommend giving this episode a listen. Kayla’s insights are invaluable, and her passion for making a difference is contagious. You can learn more about Healthcare Navigator at www.thehealthcarenav.com.
Let me know what you think—drop a comment or reach out directly. And as always, thanks for tuning in to Money in the Bank with Franck. Until next time, stay informed and take care.
