Welcome to Innovation Meets Leadership! I’m your host, Natalie Born. In this episode, Justin Skerbetz talks about how the healthcare industry has evolved in the last years incorporating technology and people’s demand. With a distinct focus on customers, Justin strives to always provide great his clients with the best customer experience.
Justin Skerbetz is the Chief Marketing & Communications Officer of Parkland Community Health Plan. He has more than 15 years of progressive leadership experience in Medicare and Medicaid and has managed multiple award-winning projects, such as websites, marketing automation programs, call centers, analytic platforms, and CRMs.
[00:20] Training Early for His Life Long Career
Justin talks about his motivation for pursuing a career in healthcare
Working in the customer service industry made him see how he could improve the seniors' experiences
[05:13] Innovation Meets Healthcare
Develop new innovations driven by the need of the people
Parkland developed an interactive program for pregnant mothers that helped them access resources and health assets
Achieve continuous progress by making what you do trackable
Healthcare is evolving
Customers are flexible if you set their expectation
[12:00] How the Pandemic Changed the Global Healthcare
How has the pandemic changed the game for the healthcare industry?
Manage experience through wearables and more are utilizing Telehealth
Justin talks about the changes in his organization's culture because of the pandemic
They are focused on how to work virtually and faster and integrate life, working together as one
What innovation is for Justin
Work-life balance amidst the healthcare demand
[20:56] Closing Segment
Connect with Justin!
Key Quotes: “It's very important for us that everything we're doing is trackable and tied back to how we're bettering not only that person's health but the community they're living in and the needs inside that community. And we're doing that all through just various oversights. So when you look at it, it’s insights, actions, and results in oversight.” - Justin Skerbetz
“It kind of all needs to be wrapped around this notion of effort. We need to reduce the customer need to be an expert in how the administration of healthcare works.” - Justin Skerbetz
“The ideal of what a customer experience should be an individual thing that an insurance agency any organizations should be looking up to.” - Justin Skerbetz
Connect with Justin
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