Transforming Experiences
(Healthcare and Life Sciences) How to Quickly Incorporate Member Feedback and Change Company Culture
Episode Summary
Co-host Alexandra Archer interviews Steven Carleton, the Vice President of Customer Experience at Premera Blue Cross, on how he is approaching the overall customer experience in the medical insurance industry. Steven has been working hard to improve the user experience at every level, and he’s in the middle of developing a company culture that is accepting of “not always knowing the answers.” Coming from a tech background, Steven is excited for the new opportunities and challenges ahead. Find out more in this week’s episode.
Episode Notes
Co-host Alexandra Archer interviews Steven Carleton, the Vice President of Customer Experience at Premera Blue Cross, on how he is approaching the overall customer experience in the medical insurance industry. Steven has been working hard to improve the user experience at every level, and he’s in the middle of developing a company culture that is accepting of “not always knowing the answers.” Coming from a tech background, Steven is excited for the new opportunities and challenges ahead. Find out more in this week’s episode.
What You’ll Learn:
- The difference between working in a tech environment vs. medical insurance.
- How to create a company culture that’s open and curious.
- A bigger overview of some of the missing pieces in customer experience, and how to bridge that gap.
- Employee engagement and why a purpose-driven approach matters.
Key Takeaways:
- What lessons has Steven brought from working in tech to healthcare? [2:20]
- Steven wants to create a culture where it’s okay to not know all the answers. It’s okay to ask others for help, and to source new information from outside sources. [3:35]
- How has member feedback helped transform Premera? [5:30]
- Steven shares how he is currently measuring the success of incorporating new member feedback and where he sees the company going in the future. [8:20]
- Steven shares his approach on how he plans to expand this model beyond his direct members to satisfy users and employers. [13:25]
- Right now, Steven has identified key gaps where he can improve the customer experience and he’s working diligently to close those gaps so that everyone involved, from the insurance broker to the provider, has a good experience. [15:45]
- How does Steven plan to turn traditional systems and processes into a purpose-driven endeavor? [20:00]
- It’s important that Steven’s employees are engaged and aware of their impact on this industry. If you don’t have engaged people, everything falls apart. [24:00]
Continue on Your Journey:
Medallia.com
Premera.com
Steven on LinkedIn