Laura Syron is Geneia’s client executive team manager. She joined Geneia nearly six months ago. She brings more than 20 years of experience working directly with healthcare clients and creating multi-year, and in many cases, multi-decade relationships.
“Nothing makes me happier than satisfied customers who choose to grow and expand their relationship with us – and I’ve learned through the years that clients who truly feel heard are more likely to be satisfied.”
Perhaps that’s why Laura has spent much of her first months listening to our clients, trying to understand what made them choose to initiate a relationship with Geneia and what will keep them satisfied over the long-term.
Laura’s ‘listening tour’ yielded some surprising insights. For example, a Geneia coworker had a definitive idea about a particular client’s priority. After a face-to-face meeting with the client, she had a different sense of the client’s priority. When she explained her reasoning, her coworker agreed and modified the game plan to address the more mission-critical issue.
Another example is coming to understand the interconnectedness of some of Geneia’s clients, all of which support payer-provider-employer convergence. A key client mentioned a health system with which it was having collaboration conversations. Laura did some research and was able to validate a familial relationship between the health system senior executive and another key client contact. As one who works in a client-facing role knows well, relationships are critical to success, especially in healthcare.
Nearly as important as listening to client’s needs and wants is proactive communication. “I learned the hard way that clients don’t like surprises, especially undesirable ones. That’s why I have regular touchpoints with all the key stakeholders at Geneia’s client sites. I also don’t hesitate to pick up the phone to communicate unwanted news as soon as possible. Transparency is critically important in growing and maintaining client relationships.”
When talking about transparency, Laura discussed a recent interaction with a Geneia executive. He expressed concern that an important client did not yet know that an expected product enhancement had proved more challenging to implement than anticipated and was now planned for the December 2017 release. She calmly and confidently assured him that she had been discussing this possibility with the client for weeks and the client was prepared for the delay.
When asked what Laura enjoys most about her work at Geneia, she responded, “There are two things that stand out to me. One is the opportunity to understand our existing clients and create a meaningful relationship with each one of them. The second one is how open the Geneia staff is to a better way or more effective approach. I can’t tell you how much it pleases me to report that I’ve never heard someone at Geneia say, ‘We’ve always done it that way and always will.’”
What a gift to work for an organization that prioritizes client relationships and satisfaction. I truly landed in the right place.