Colleen Fletcher, Senior Director, Member Services at HealthPartners, is our speaker for April!
Creating a Culture of Compassion and Purpose
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel”. (Maya Angelou)
Success depends on many things. You have to have a good product. You have to be able to effectively sell it and efficiently deliver it. But if your customers don’t love you, they won’t feel bad about going somewhere else. This presentation focuses on how using compassion and purpose will create a culture that people want to be a part of, whether it’s people you hire or your customers.
We’ll also talk about how showing passion for what you do while delivering personalized, consistent and genuine customer service will drive your success. People want you to know them. They want to feel valued. They want to be able to trust you. You want them to never forget how you made them feel!
At this session, you will learn:
- How to create a culture that can be felt
- Techniques for delivering personalized service
- How to hire the right people to help you grow your business
Colleen Fletcher joined HealthPartners in 1994 as Director of Member Services. In this role, she is responsible for the overall operations of the call center, web support team, training, the appeals and grievance unit and a customer service systems team.
Colleen has 32 years’ experience in health care customer service. Before coming to HealthPartners, she was Director of Customer Service for Cigna Behavioral Health and previous to that, she was Manager of Customer Service for Partners National Health Plans. Under Colleen’s leadership at HealthPartners, the department has more than quadrupled in size and volume. She developed a state of the art customer service system and member services that continually scores significantly higher than the local competition and the national average in various member satisfaction surveys.
Colleen received her Bachelor of Arts degree in Speech Communications from the University of Minnesota.