30 Sep 2019

Ep #286: A Relentless Change Seeker Seeks Change – with Emma Passe

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Host and Chief Transformation Strategist David Saltzman welcomes Emma Passe, COO of E-Powered Benefits and self-described relentless change seeker, to share her thoughts on change and empowered leadership by females and other minorities.

Emma describes how things have changed and continue to change in the landscape of leadership, as well the different elements that make it up like confidence, growth, and success. She also gets down to the details of some important and current topics like reference-based pricing (RBP), High Deductible Health Plans (HDHP), and Health Savings Accounts (HSA).

What You’ll Learn From this Episode:

  • 01:50 Defining “relentless change seeker” and the rise of empowered leadership
  • 08:17 How to say “I don’t know”
  • 11:15 Plain leadership and servant leadership
  • 15:13 Case analysis: RBP and HSA’s
  • 19:58 Quality healthcare for employees and lowering costs for employers

Quotes:

“I believe in my heart that there’s a direct correlation to good customer service training and great customer service. In the companies that we complain about, I would say 99% of them do not have some sort of customer service training in place for new employees and ongoing training for all employees.”

“You will never exceed anybody’s expectations with ‘as soon as possible’ because your ‘as soon as possible’ is different from my ‘as soon as possible.’ So the phrase just needs to be ‘and I will return your call.’ That’s the only statement you only need.”

“Go ahead and call your own office and ask for something simple. And if you do have a recognizable voice, some of us have an accent or a voice that is so recognizable, have somebody else do it for you. Stand by the speaker phone, put it on speaker, listen to it, get on an extension. There are nine ways to Sunday that you can listen and call and find out how your customers are handled.”

“For first impressions, the great experience, it absolutely starts at the top and at the beginning.”

“There’s a huge gap between where people are and where people want to be. And that’s what Telephone Doctor and Nancy try to fix, is to give you information, give you ammunition, I should say, to fill the gap between where you are and where you need to be. And every company needs that.”

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23 Sep 2019

Ep #285: Communicate Better! The Doctor is IN! – with Nancy Friedman

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Today’s episode of The ShiftShapers Podcast welcomes The Telephone Doctor Nancy Friedman on the show to share her thoughts on customer service, how it goes wrong, and the best ways to fix it.

Nancy discusses common phrases customers hear which simply do not encourage good business, and moves on to the more modern modes of communication like email and chat. She also highlights quick solutions for companies to boost their customer service relations–all in just one call.

What You’ll Learn From this Episode:

  • 02:34 Three words that started The Telephone Doctor: Your People Stink
  • 05:24 Five phrases customers don’t want to hear on the telephone
  • 08:29 How to diagnose your own poor customer service
  • 13:23 Top frustrations with email
  • 20:08 Quick tips: How to make your customer service great

Quotes:

“I believe in my heart that there’s a direct correlation to good customer service training and great customer service. In the companies that we complain about, I would say 99% of them do not have some sort of customer service training in place for new employees and ongoing training for all employees.”

“You will never exceed anybody’s expectations with ‘as soon as possible’ because your ‘as soon as possible’ is different from my ‘as soon as possible.’ So the phrase just needs to be ‘and I will return your call.’ That’s the only statement you only need.”

“Go ahead and call your own office and ask for something simple. And if you do have a recognizable voice, some of us have an accent or a voice that is so recognizable, have somebody else do it for you. Stand by the speaker phone, put it on speaker, listen to it, get on an extension. There are nine ways to Sunday that you can listen and call and find out how your customers are handled.”

“For first impressions, the great experience, it absolutely starts at the top and at the beginning.”

“There’s a huge gap between where people are and where people want to be. And that’s what Telephone Doctor and Nancy try to fix, is to give you information, give you ammunition, I should say, to fill the gap between where you are and where you need to be. And every company needs that.”

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16 Sep 2019

Ep #284: Finding New Talent In New Places – with Susan Rider

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Today’s episode of The ShiftShapers Podcast explores innovative ways of sourcing the best talents for agencies. Host David Saltzman features Susan Rider, Vice President of Employee Benefits and Human Capital Strategies at Gregory & Appel Insurance, and they discuss disabilities, diversity, and inclusion in the workplace.

Susan begins by sharing her own learning difficulties and how this shaped her interest in bringing in otherwise overlooked opportunities for her agency. She also goes more in depth in the specific ways Gregory & Appel taps talent, both from existing and prospective employees.

What You’ll Learn From this Episode:

  • 02:16 Susan’s learning disability and thoughts on diversity and inclusion
  • 06:44 Opportunities: Investing in employees with learning disabilities
  • 10:39 Uncovering hidden talent and spearheading innovation
  • 13:34 Inclusion in the company mission vision and volunteerism
  • 17:47 Where to find great untapped talent

Quotes:

“We all learn differently, we all have great ideas, and when we come to the table with a diverse perspective, that helps keep things fresh and innovative for our clients.”

“In regards to training and scaling up and those types of things, it might take a little bit longer than a traditional employee but when you show them that you care and you’re empathetic for their needs, I think that translates to an engaged employee. And they stay with your organization more because you’ve invested time, money, and training in them.”

“I think a lot of people especially in this tight job market need to start thinking a bit more outside the box on how they can bring talents, how they can bring intellectual conversation, and how they can bring innovation to their agency.”

“Our human resource manager is our champion and so she’s done a lot of training with our management team so that we sort of remove our biases, if you will, and interview differently because things that are important to a traditional employee might not be as important to someone who has a different need or want.”

“Other people, based on their family situation or whatever, maybe they need an alternative work schedule so we try to look and see how we can adapt the role to fit what their needs are and we just have that open upfront dialogue with them.”

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09 Sep 2019

Ep #283: Healthcare’s New Front Door – with Kelly Bliss

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Today’s episode of The ShiftShapers Podcast by David Saltzman is called “Healthcare’s New Front Door” and focuses on the expanding space of telemedicine. David features Kelly Bliss, Chief Client Officer at Teladoc Health, and explores what telemedicine is all about and how it breaks barriers to serve millions upon millions of people in need.

Kelly begins by telling the story of her mother’s condition and eases into an in-depth discussion on areas where telemedicine is breaking ground, specifically in areas of mental and behavioral health, healthcare literacy, and accessible costing.

What You’ll Learn From this Episode:

  • 01:56 Kelly’s background and introduction to telemedicine
  • 05:21 Cast study: Kelly’s mother and the benefits of telemedicine
  • 08:19 Fighting the stigma: Services for behavioral and mental health
  • 14:12 Employers and employees: Healthcare literacy
  • 16:17 Costs and quality

Quotes:

“About 65 million adult Americans live in primary care deserts, so for millions of under-served populations, access to virtual care is really their only option in the moment of need.”

“Virtual care is really sort of what we call the great equalizer, meaning it’s exciting, it’s now understood by consumers, employers, health plans, and governments around the world.”

“US Department of Health and Human Services says 96 million Americans live in areas where there’s a shortage of mental health providers.”

“We see these cases where the traditional healthcare system and behavioral health tools just aren’t accessing patients where they need to be and stigma is certainly one of many barriers.”

“Oliver Wyman actually just put out a survey yesterday that published the 2030 Predictions Report that stated that, overwhelmingly, leaders in healthcare thought that innovation by tech companies focused on value and consumer experience. We’re going to spark the shift.”

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02 Sep 2019

Ep #282: Creating A Podcast That Delivers Clients – with Ben Krueger

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Starting a podcast to help deliver clients sounds easy enough, right? Ben Krueger of Cashflow Podcasting says there is more to it than meets the eye – including a healthy dose of commitment. But if you do it right it can be rewarding on a number of fronts. Ben helped us launch ShiftShapers, so we think of him as the guru of podcasting!

What You’ll Learn From this Episode:

  • The explosion of podcasts.
  • Dealing with the “C” word.
  • The 4 steps to take before you get started.
  • Targeting your avatar.
  • Gear is less of a consideration—and cost—today.

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26 Aug 2019

Ep #281: The System is Broken Beyond Repair: Now What? – with Josh Luke

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Josh Luke is a man with many vantage points on our health care system: author, public speaker, healthcare futurist, and hospital administrator. He believes that the current healthcare system is irreparable. So, what are his thoughts about how we move forward and craft something that actually works?

What You’ll Learn From this Episode:

  • Why affordability + greed + millennial culture = today’s dysfunctional system.
  • Telehealth as a driver.
  • Lack of transparency in the acute hospital sector.
  • The current system makes no sense – especially to millennials.
  • The four largest lobbying groups don’t want change.

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19 Aug 2019

Ep #280: And Transparency Shall Set You Free – with Bill Hennessey

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How can plan participants use transparency tools to stay in network, but still find less expensive, higher quality care? Bill Hennessey is CEO at Pratter, Inc. and says the data proves – without argument – that providing transparency tools that are easy to use will help employers and their employees bust through the price/quality walls.

What You’ll Learn From this Episode:

  • What are the real components of a hospital charge?
  • Why there is such unreal variation in pricing.
  • Health care vs. Health Insurance.
  • Why we have a broken, rigged system.
  • What laws have to change.

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12 Aug 2019

Ep #279: Keeping the Joy In What You Do – with Tanya Boyd

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How does a nationally-recognized agency owner keep the joy in what she does – and what are her secrets for accomplishing that goal? Tanya Boyd, of the eponymous Tanya Boyd Agency, suggests we “quit it with the noise” and how to handle it when obstacles, limitations and beliefs collide.

What You’ll Learn From this Episode:

  • Is disruption good, bad, or both?
  • Don’t be the starving horse.
  • Get out of your comfort zone to get comfortable.
  • Trust your team.
  • Love and trust trump all.

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05 Aug 2019

Ep #278: Climbing the Mountain? Get a Sherpa to Guide You! – with Ryan Miller (Part 2)

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With all the noise and change in our industry, some find chaos and others find opportunity. Some of us need a Sherpa to help climb that opportunity market. But how do you get started, what do you look for in a guide or coach and how can you get to the summit? Ryan Miller is a fellow podcaster, coach and public speaker who talks to us about the help we all need to reach our peak of production.

What You’ll Learn From this Episode:

  • Why coaching matters more now than ever.
  • What is the appropriate role of a coach?
  • The 3 Ps.
  • How to make your brand stand out.
  • Why external motivation . . . sucks.

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29 Jul 2019

Ep #277: Climbing the Mountain? Get a Sherpa to Guide You! – with Ryan Miller (Part 1)

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With all the noise and change in our industry, some find chaos and others find opportunity. Some of us need a Sherpa to help climb that opportunity market. But how do you get started, what do you look for in a guide or coach and how can you get to the summit? Ryan Miller is a fellow podcaster, coach and public speaker who talks to us about the help we all need to reach our peak of production.

What You’ll Learn From this Episode:

  • Why coaching matters more now than ever.
  • What is the appropriate role of a coach?
  • The 3 Ps.
  • How to make your brand stand out.
  • Why external motivation . . . sucks.

Featured on the Show:

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