Because People are Your Business with Andy Biga, Chief People Officer of GoHealth Urgent Care
01/19/21 • 30 min
Something as simple as asking, “How was your day?” can make a huge impact. That’s what the people at GoHealth Urgent Care learned when they began a simple but powerful ritual: an End Of Day report from each of their healthcare clinics summarizing the day. This brief email summary has kept everyone at GoHealth connected and energized, especially during the relentless slog of the pandemic. On this week’s episode Erica sits down with Andy Biga, GoHealth’s Chief People Officer, to chat about the EOD as well as how they’ve been staying resilient in an overwhelming time for healthcare providers. Hint: it involves great people and great relationships to keep the whole thing running smoothly.
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Quotes
“Relationships are the foundational piece of how you learn and grow.”
“People are your business, right? From an HR perspective I don’t know what’s more important than that.”
“If the customers feel like they had a positive interaction with a provider, on a relationship-based experience, they’re more likely to follow that provider’s directions.”
Preorder Erica’s forthcoming book, Rituals Roadmap
Erica’s book, Bring Your Human to Work
Text ‘human’ to 66866 to sign up for Erica’s newsletter where she shares how to honor relationships well and how to bring your human to work and life.
Connect with Andy/GoHealth:
Connect with Erica:
Something as simple as asking, “How was your day?” can make a huge impact. That’s what the people at GoHealth Urgent Care learned when they began a simple but powerful ritual: an End Of Day report from each of their healthcare clinics summarizing the day. This brief email summary has kept everyone at GoHealth connected and energized, especially during the relentless slog of the pandemic. On this week’s episode Erica sits down with Andy Biga, GoHealth’s Chief People Officer, to chat about the EOD as well as how they’ve been staying resilient in an overwhelming time for healthcare providers. Hint: it involves great people and great relationships to keep the whole thing running smoothly.
Please Subscribe, Rate and Review on Apple Podcasts
You can also listen to the show on:
Quotes
“Relationships are the foundational piece of how you learn and grow.”
“People are your business, right? From an HR perspective I don’t know what’s more important than that.”
“If the customers feel like they had a positive interaction with a provider, on a relationship-based experience, they’re more likely to follow that provider’s directions.”
Preorder Erica’s forthcoming book, Rituals Roadmap
Erica’s book, Bring Your Human to Work
Text ‘human’ to 66866 to sign up for Erica’s newsletter where she shares how to honor relationships well and how to bring your human to work and life.
Connect with Andy/GoHealth:
Connect with Erica:
Previous Episode
A Pandemic Success Story with Marissa Andrada, Chipotle’s Chief Diversity, Inclusion and People Officer
When Covid hit, many businesses struggled. Some even closed. But for Chipotle, business has been booming. And it’s no surprise as to why (besides the delicious food, of course) when you ask their Chief Diversity, Inclusion and People Officer, Marissa Andrada. Which is exactly what Erica did for this week’s episode. Andrada shares how everything Chipotle does is based on their values, which reinforce their purpose to cultivate a better world. And these values have led the charge in Covid times when they were making decisions around everything from hazard pay, to recognition ceremonies, to weekly lunch rituals. As Andrada so aptly puts it, “people-first decisions are all about how we take care of our people throughout this time.” Listen to this week’s episode to hear a pandemic success story, made possible because of a commitment to values and people first.
Please Subscribe, Rate and Review on Apple Podcasts
You can also listen to the show on:
Quotes
“We spent a lot of time as a leadership team defining who we are and what it is that we stand for. So our purpose is cultivating a better world. And then we defined some values, which I think come, not only from the 25-year history of Chipotle (at the time), but also personally as leaders—what we value. What our morals are.”
“At the end of the day, people-first decisions are all about how we take care of our people throughout this time.”
“Relationships are so important that it’s not just about what you see on the outside, I think it really is about getting to understand people, especially if they’re different from you.”
“If people can’t bring their best selves to work, how are they really contributing to their fullest? How are they really delivering in the way that they want to?”
Preorder Erica’s forthcoming book, Rituals Roadmap
Erica’s book, Bring Your Human to Work
Text ‘human’ to 66866 to sign up for Erica’s newsletter where she shares how to honor relationships well and how to bring your human to work and life.
Connect with Marissa/Chipotle:
Connect with Erica:
Next Episode
Surprise! It’s Erica’s turn to be interviewed by multigenerational workplace expert, Lindsey Pollak about Erica's new book, Rituals Roadmap, OUT NOW
On this episode of Left to Our Own Devices, the tables have been turned! In honor of the launch of Erica’s new book, Rituals Roadmap, Erica sits down on the other side of the interview hot seat with author and multigenerational workplace expert, Lindsey Pollak. On this episode, Erica and Lindsey discuss Erica’s career journey, the moment Erica decided to write the second book (at an Italian restaurant over a glass of red wine), as well as how we can tell what a ritual is, how rituals have anchored leaders and companies in these turbulent times, and a little about Erica’s own rituals.
ANNOUNCEMENT!!: Erica’s second book, Rituals Roadmap: The Human Way to Transform Everyday Routines into Workplace Magic is available NOW! Grab your copy wherever books are sold.
Please Subscribe, Rate and Review on Apple Podcasts
You can also listen to the show on:
Quotes:
“[A ritual is] something in your life, that if it didn’t happen—that day or that week or that month—something would just feel really off. There would be a void if it didn’t happen. The second piece of the definition is, a ritual is something that goes beyond its practical purpose.”
“How do you transition from work to home when all you have to do is roll over from one room to the next room...we’re rethinking so much about these rituals and missing them.”
“Rituals can help bring some structure to how we’re going to continue to connect.”
“Rituals don’t have to cost anything. Rituals are accessible to anyone. Doesn’t make it easy necessarily, but it takes intention and discipline to think about how you might incorporate rituals into your life personally, into your team. Focusing on rituals externally, in terms of client and business development. I think that’s the beauty of it—that they’re accessible to all of us.”
Order Erica’s NEW book, Rituals Roadmap
Order Erica’s book, Bring Your Human to Work
Text ‘human’ to 66866 to sign up for Erica’s newsletter where she shares how to honor relationships well and how to bring your human to work and life.
Connect with Lindsey:
Connect with Erica:
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