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Curiosity at Work: Shannon Drotning on Curiosity and Innovation in Health Insurance
In episode 19 of Curiosity at Work, Dr. Julie Pham interviews 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. Shannon explains how customer-focused curiosity is driving innovation in health insurance.
Leading Innovation in Health Insurance with Customer-Focused Curiosity
With over 1,500 employees, Providence Health Plan has a mission to serve diverse communities. Shannon emphasizes the importance of fostering innovation while staying deeply connected to the people they serve. She explains how curiosity drives her team to continually refine their processes and improve customer service. This customer-first approach is essential for faster problem resolution and greater customer satisfaction.
The Role of Curiosity in Improving Customer Experience
Shannon discusses how Providence Health Plan lives up to its promise to “Know Me, Care for Me, Ease My Way” by actively listening to customer feedback. She draws inspiration from industries like retail, showing how curiosity in understanding customers’ needs can lead to significant improvements. By integrating customer insights and adopting an innovative mindset, Shannon and her team work to create a seamless, customer-centric experience.
Managing a Sales-Driven Team with Empathy and Curiosity
Managing a sales-driven team presents unique challenges, but Shannon highlights how curiosity can foster empathy and understanding. She focuses on hiring individuals who are not only skilled but also deeply committed to helping others navigate healthcare decisions. Shannon shares how fostering a learning culture encourages her team to approach challenges with curiosity, driving meaningful impact in the health insurance space.
Curiosity as a Catalyst for Growth, Collaboration, and Innovation
Through her leadership, Shannon models how curiosity fosters growth, collaboration, and innovation in a fast-paced industry. She believes that creating a culture of learning—where even small changes are valued—can transform workplace culture and lead to continuous improvement. By encouraging her team to see things through the eyes of their customers, Shannon demonstrates how curiosity can drive positive change in healthcare.
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:
