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In episode 19 of Curiosity at Work, Dr. Julie Pham speaks with Shannon Drotning, Market President for the West Coast at Providence Health Plan. Shannon shares her inspiring career journey, from starting as a customer service representative to becoming a senior leader in healthcare. She highlights how curiosity and a customer-first mindset have been central to her success in navigating the complexities of Medicare and the insurance industry, and how customer-focused curiosity is innovating in health insurance. With over 1,500 employees and a mission to serve diverse communities, Shannon emphasizes the importance of fostering innovation while staying deeply connected to the people they serve.
Shannon dives into how Providence Health Plan practices its promise to “Know Me, Care for Me, Ease My Way” by actively listening to customer feedback and drawing inspiration from other industries, such as retail. She shares how curiosity drives her team to constantly refine their processes, ensuring better customer service and faster problem resolution. Shannon also discusses the challenges of managing a sales-driven team and hiring individuals who are not only skilled but also deeply dedicated to helping others navigate healthcare decisions.
Through her leadership approach, Shannon models how curiosity fosters growth, collaboration, and innovation in a fast-paced industry. By creating a culture of learning, emphasizing the value of small changes, and encouraging her team to see through the eyes of their customers, Shannon demonstrates how customer-focused curiosity is innovating in health insurance, can transform workplace culture, and drive meaningful impact.
Connect with Dr. Julie Pham:
- LinkedIn:https://www.linkedin.com/in/juliepham2/
- Website:https://curiositybased.com/
- Instagram:https://www.instagram.com/juliephamphd/
Connect with Shannon Drotning:
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