Entrepreneur, inventor and investor, Robert E. Grant brings tremendous experience in innovation and dynamic growth for Fortune 500 companies to his role as founder and CEO of CONCIERGE KEY Health. For over 20 years, he has played a pivotal role in successful technology and business development in pharmaceutical, medical device and healthcare markets. In addition to founding Concierge Key, Grant is founder and vice chairman of ALPHAEON Corporation, as well as founder, chairman and managing partner of its parent company, Strathspey Crown Holdings, LLC. Most recently, Grant was CEO and president of Bausch+Lomb Surgical, leading the significant growth of its product portfolio. From 2006 to 2010, he served as president of Allergan Medical, leading the $3.2 billion Inamed acquisition and the commercial success of the Botox Cosmetic, Juvederm, Natrelle breast implants and Lap-Band brands. Grant also served as director, board chairman, CEO, president, COO and CFO of Biolase Technology from 2003 to 2006 after holding various senior management positions at Lumenis for six years.
CONCIERGE KEY Health is the first mobile app that provides on-demand access to elite physician specialists, urgent care clinics and hospitals nationwide. While not a reimbursed healthcare provider, CONCIERGE KEY offers a first-class upgrade to the U.S. healthcare experience that over time has become increasingly inconvenient and impersonal, by eliminating excessive appointment and in-office wait times through an exceptional subscription-based membership. The CONCIERGE KEY mobile app enables patients to expedite the process of connecting to and consulting with elite top-tier doctors across the healthcare spectrum who are each board-certified faculty members of medical societies, with many belonging to the esteemed, peer-reviewed physician faculty leadership organization, World Physicians Organization (WPO). Reducing not only wait times but also reliance on referrals from third-party insurers, CONCIERGE KEY significantly enhances the patient experience in an industry lost to bureaucracy and inefficiency—and by doing so benefits doctors and patients alike.
How did you get into the industry?
I started in the healthcare industry over 20 years ago, playing an important role in successful technology and business development in pharmaceutical, medical device and healthcare markets. In addition to founding CONCIERGE KEY Health, I am also the founder and vice chairman of ALPHAEON Corporation, as well as founder, chairman and managing partner of its parent company, Strathspey Crown Holdings, LLC. Most recently, I was CEO and president of Bausch+Lomb Surgical, leading the significant growth of its product portfolio. From 2006 to 2010, I served as president of Allergan Medical, leading the $3.2 billion Inamed acquisition and the commercial success of the Botox Cosmetic, Juvederm, Natrelle breast implants and Lap-Band brands. I also served as director, board chairman, CEO, president, COO and CFO of Biolase Technology from 2003 to 2006 after holding various senior management positions at Lumenis for six years. For more than 20 years, I have been a leader in the field of self-paid healthcare, focusing on improving the patient experience.
Any emerging industry trends?
An emerging industry trend right now is on-demand access. In healthcare, we are seeing “thin” diagnoses and people do not have easy access to specialty doctors, but instead are turning to primary care physicians for a majority of healthcare needs, in search for convenience and on-demand access. However, quality should not be sacrificed. CONCIERGE KEY Health provides an upgraded level of convenience and quality, while following the trend of on-demand access. People are getting to meet with top doctors, and technology is helping to enable this. We want to help shift this trend toward higher quality care and a higher level of convenience. We are helping to create this, as CONCIERGE KEY Health continues to become known as a trusted brand providing fast access to quality, top doctors.
Any industry opportunities or challenges?
Right now, we are seeing a “triangle” effect in healthcare with cost, convenience, and quality. We are seeing cost and convenience go up, while quality is going down. I see this as an opportunity for improvement, and I run CONCIERGE KEY Health off of the belief that both quality and convenience are extremely important factors and should not be sacrificed one for the other.
Inspiration for CONCIERGE KEY Health, and your vision for the Business?
My inspiration for CONCIERGE KEY Health was to help consumers just like myself, have convenient on-demand access to healthcare needs across all platforms, while not sacrificing quality. My vision for the business is to transform the healthcare experience. We want to be the leader, and a new tier in patient-centric healthcare. We want to make everything easier for the consumer and hold a consumer-centric focus, by offering the highest level of care.
What's next for the Business in the near future?
Right now, CONCIERGE KEY Health has launched in Orange County, Phoenix, and New York. We have over 200 registered doctors around the country, and are expanding to Los Angeles, South Florida, and the Bay Area over the next month.
Your key initiatives for the success of the Business?
For the success of the business, what is most important to me is having the right people on my team to help turn visions into realities. I’ve started several companies and the success of a business comes down to the people who are on your team. It’s important to stay true to our mission of providing high-quality experiences for consumers. We track our patient experiences and are proud to currently have a rating of 4.9/5 stars from our users. Additionally, building awareness and tracking awareness metrics is important as well. We track the timing mechanics with our platform, measuring when a patient arrives to a doctor’s office and when they are seen by the doctor. The average time to see a specialty doctor is eight weeks, but CONCIERGE KEY Health members can usually be seen within the same day.
Your most difficult moment with this platform? (and what did you learn?)
We had one experience where a practice with CONCIERGE KEY Health suffered from a flood, so as you can imagine, things at that specific office were hectic. However, the workers at that office were fully trained and prepped on the practices of CONCIERGE KEY Health, so workers were waiting behind the desk for patients to keep them briefed on the situation and to make sure that their needs were tended too. While this story recounts back to a difficult moment, it proves that even through hard times CONCIERGE KEY Health ensures high quality patient experience.
Ideal experience for a customer/client?
The ideal experience for a CONCIERGE KEY Health patient is to make them feel special. From the moment they book their appointments within the two hour time window to see one of our specialty doctors, to when they come into the office and don’t have to say a word by just simply swiping their phone, the patient will be greeted by a staff member to then be seen by the doctor. It is a luxury experience and the day is not wasted by sitting in a waiting room. We want our patients to feel special, and have a convenient quality experience.
How do you motivate others?
You need to believe in the mission. I would not be able to motivate people to follow along with my vision and goal for CONCIERGE KEY Health if I didn’t believe in it myself. Believing in the business is contagious. People feel and know when something is authentic, so it is important to start with a place of authenticity and that authenticity will resonate. Living those principals day after day supplies the life blood of the company.
Career advice to those in your industry?
The only limitations that are real are the ones you imagine. Healthcare is a complex industry, but don’t believe for a minute that healthcare is too big to fix. We need people who are willing to be leaders to step out of their comfort zones to repair the healthcare paradigm. All too often people shrink instead of bringing their dreams into reality. Self-doubt has killed more business plans than a lack of funding ever has.