I’m Decent’s Customer Service Lead. My role is to scale our Customer Service department by consistently improving service delivery, and by representing the voice of our members and providers who work with Decent everyday. For me, that means removing the friction that is traditionally associated with working with health insurance and enabling my team go the extra mile for our Decent community whenever possible.
My experience is rooted in creating high functioning, happy teams. I spent the last chunk of the decade wearing a lot of hats to help a start-up grow from 3k customers to over 100k, while maintaining high net promoter scores. Whether it’s employee engagement, customer service, sales, operations, training, recruiting or project management--I’ve done it.I’ve been fortunate to have the opportunity to work with teams at businesses big and small, start-up and legacy. After business school, I got my first taste of healthcare as part of a software implementation team at Kaiser Permanente TPMG. Most recently, I worked for Gusto where I had a number of opportunities to work on tough challenges with incredible people. My time there really showed me what’s possible when passion and skill collide.
I’ve experienced healthcare when everything goes smoothly and I’ve seen the other end of it when it doesn’t. Healthcare as a consumer experience leaves a lot to be desired! And when things go wrong, they tend to be very expensive. I want to improve healthcare so that more people can get the care they need without stress.
Understanding how to use health insurance in the US isn’t intuitive for the average person, which either slows down access to care or halts it entirely. I don’t think anything should stay the same just because it’s been done a certain way for decades. I joined Decent to help improve an overly complex and convoluted healthcare system. It’s going to take a lot of work and a number of years, but I know it’s possible to make an impact.
Outside of work, I put most of my energy toward creative hobbies. I love to make things, and how I do that changes pretty frequently. Lately it’s been experimenting with recipes, indoor gardening (spoiler alert: my butter lettuce is thriving), and crocheting. In the cooler months, I also love to spend a ton of time outdoors walking, hiking and biking.