Lynn, you have an extensive background in customer experience as the SVP of Customer Success for MCG.  What is one way you see the needs and desires of clients evolving, and how are you planning to address that change?

Lynn: Clients are no longer willing to purchase solutions just because they are best of breed or because they like the customer service.  Today, clients want a vendor that helps them solve business problems and partners with them in achieving their objectives.  In order to address that change we are moving towards a partnering approach with our customers.  We have adopted systems and are developing processes that will allow us to keep the customer informed as to the value that we are delivering.  We will also be focused on helping them achieve their desired business outcomes, not just focusing on successful implementations or the relationships we develop.

Denielle, you have been with Hearst Health as CFO for over a year and a half now – enough time to get your sea legs! Were there any challenges you had to overcome early on in your position? What advice can you offer to executives currently transitioning to a new role?

Denielle: Definitely!  Before this role, I spent many years in the financial services arena so I am relatively new to the health information & technology space.  I would say understanding the healthcare landscape, its complexity, and different stakeholders has been a challenge, but very rewarding because I love being surrounded by so many mission-driven people. It is awesome to be surrounded by such people and to work for a company that is truly mission-driven with strong belief in a world of safe, efficient, and accessible healthcare.  My advice is to be curious, to ask a lot of questions, and to listen.  I truly believe in and love the saying,  “there is a reason we all have two ears and one mouth.” It is so we listen more than we talk! 

Donna, as a WBL Ambassador and in a position at MCG that champions strong partnerships in the C-suite, what tips do you have for building lasting connections that foster professional growth, both as a member of WBL and beyond?

Donna: I think the most important thing in being successful is relationships.  As long as I can remember I loved to meet new people and learn as much as I could about them: their travels, their occupation, their heritage, their likes and dislikes, and most of all what they enjoy in life.  Caring and being interested in people has taught me the value of networking and staying connected to those I have met throughout the years. Taking the time to build a strong network, and most of all staying connected, is the single most important thing that I attribute to my success. There is not a day that goes by that I am not reaching out to someone in my network, and they always answer the call!

Who has had the greatest impact or influence on your career?

Lynn: Many years ago, a young entrepreneur came to our health plan to work on developing case management software with us as a development partner.  As part of that endeavor he mentored me in how to interpret workflow and translate that into software.  That experience led me into a career in product management and eventually into customer success.  Both of those functional groups are focused on developing tools to help solve business problems. 

Denielle: I have had a lot of influencers, but recently I would say Eve Burton, Hearst’s SVP & Chief Legal Officer.  She is a strong advocate for women in leadership roles.  She had the grit, passion and resilience to start the HearstLab, which is a greenhouse for nurturing early-stage, women-led startups that innovate across media, business information and technology disciplines (Learn about HearstLab in NYC on 11/18 at a half-day WBL workshop!). I am on the Advisory Board and I find the engagement and networking with the women-led start-ups, and community around it, absolutely rewarding.  I also love listening to podcasts like “How I Built This” and “WSJ’s Secrets of Wealthy Women” to hear inspiring stories of entrepreneurs, expand my thinking, and challenge my opinions. 

Donna: In 1995 while working at BlueCross BlueShield of Arizona, I had the privilege to be one of the original team leads in building a company called TriWest Healthcare Alliance, one of the first Department of Defense TriCare Managed Healthcare Plans. Russ Briggs was one of the consultants assigned to work with me to develop and build the medical management system and the provider network for the newly formed company. During our year of working together, Russ pushed and pushed me every day to believe in myself, and helped me realize if I didn’t believe I was smart enough, tough enough, or good enough, no one else would.  He was a true mentor and I am who I am today because of him.  

When first entering senior management, what were the main contributors that helped position you for your current success?

Lynn: I worked as a critical care nurse, a case manager, a product manager, and eventually customer success. As my roles changed, I grew in my ability to problem solve, make critical decisions with confidence, and take risks. Those skills led me to where I am now. I also have taken courses in counseling which prepared me to work with staff on a variety of issues including a focus on building teams that are collaborative and can work together in difficult situations.

Denielle: I have had some great career sponsors and mentors through the years that have given me great feedback.  I definitely leaned how important relationship management is. For example, you can be the hardest working person, but if you aren’t managing relationships above and all around you, advocating for yourself, and having others advocate for you too, then it isn’t as easy to get ahead.  I also learned to seek feedback. Getting feedback means that someone actually cares about you, your career, and your development.  Find those people that will be your gut checkers, your believers, and cheerleaders to help find your way.

Donna: As I started my career, I quickly learned how important it was to surround yourself with people you aspired to be like, work hard, be humble, and make every experience a learning one no matter how good or bad it was. Life is all about lessons, if you are not willing to be open to learn and follow first, you will likely not become the leader you aspire to be. 

Personally or professionally, what might your colleagues be surprised to learn about you?

Lynn: I love puzzles of all types, whether they are logic problems, jigsaw puzzles or video games!  This is one of my favorite ways to relax and disconnect from stressful situations.

Denielle: I became a US citizen in June 2014. Before moving to the US, I had lived in 4 countries!  Also, one of my secret favorite past times is building Legos with my kids… it is therapeutic.

Donna: I think most people would be surprised to learn that before going into healthcare, through high school and college I wanted to be an FBI agent. What changed was, I was in a car accident and injured my right knee severely which disqualified me from pursuing the FBI academy.

We are thankful to have MCG’s support as a Diamond Sponsor of WBL. MCG’s parent company, Hearst Health, will be hosting a half-day workshop for WBL members featuring HearstLab in New York City on 11/18. Register today!