Welcome to Episode 4 of The HumanUp Imperative, a podcast about re-centering human connection in a healthcare industry that too often sidelines it.In this episode, host Rex Wallace speaks with Amber Maraccini, healthcare practice lead at Medallia and a passionate advocate for making healthcare more human. Drawing from professional expertise and personal experience, Amber shares how trust is the “connective tissue” of authentic human connection in healthcare, and why it is essential for both patients and organizations.In this episode, we explore:• What trust really means in healthcare and why it is foundational to safety, belonging, and self-actualization• How trust operates on a spectrum and can be built or eroded through everyday interactions• The measurable link between trust, loyalty, and better health outcomes• The hidden ways trust is lost, including delays, unanswered questions, and missed opportunities for connection• How to identify “silent signals” of eroding trust through unstructured data, contact center insights, and patient interactions• The role of AI in improving efficiency and freeing humans to focus on high-impact connection points• The connection between employee experience and customer experience, and why culture and empowerment drive trust at every level• Practical steps health plans can take today to build trust, including leadership listening, closing feedback loops, and empowering frontline staffWhether you are a healthcare leader, a provider, or someone interested in strengthening relationships in a high-stakes environment, this episode offers clear insights on how trust drives better engagement, stronger outcomes, and more human care.

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