On his first day in the office at GuideWell, before he even interviewed the vice presidents who reported to him, Pat Geraghty dropped into the company’s customer service department, put on a headset, and listened to customer service calls. That simple act changed the culture of the organization into one that makes listening to what customers are saying a part of every leader’s responsibility at the company.
Most leaders demand that change start at the bottom. They say we are going to make these changes, and they are going to start down there. Geraghty believes leaders ought to be the catalyst for change, so he starts up here.
“If you want people to change, you have to change,” he said in the podcast. “Change has to come and be demonstrated by the top of the organization. I wanted to hear what our customers were saying. I also wanted to see how our frontline was handling the customer. By beginning change at the top, it set the framework that there was a new CEO coming, things were going to be different, so don’t be surprised.”
Under Geraghty’s leadership, GuideWell, whose family of companies includes Florida Blue and Triple-S Management, has moved to the forefront of healthcare transformation, serving more than 38.5 million people across the U.S., Puerto Rico, and the U.S. Virgin Islands.
A former football player at Colgate University, Geraghty has developed impressive coaching skills and excels as a motivator and strategic thinker. Listeners will enjoy his insights about motivation and quickly assessing what makes individuals and teams click, including lessons such as these:
"Don is one of the best storytellers I’ve ever met. I’ve known him for a long time and every time we talk I walk away wiser and more inspired. He is the best in the business at teaching you a skill – storytelling – that will last you a lifetime.”
“The ability for athletes to get hired is carried on through you because you are putting out the message that lessons learned from sports are important in life. It is embedded in this podcast, what you’re doing is significant.”
We speak the same language. I am inspired by the stories you tell, the people you have met, and the things you’ve done. Those of us that are competitors like to follow others that have been down that journey, so it is always fun talking to you!”
“Many of the leaders I have worked with were excellent athletes, and I think there is a direct correlation. You’re one of the few people that really has pursued this study, Don. Keep up the great work. What you are doing really makes a difference.”
“Don, you have mastered the skill of interviewing and asking great questions. That is a great skill all leaders need in order to understand their team members’ thought processes.”
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