Vanguard Magazine

GAME CHANGER 44 AUGUST/SEPTEMBER 2021 www.vanguardcanada.com See the full interview online Q How did you start in this industry and how has it brought you to where you are today? I've been with Express Scripts Canada since its inception in 1996. We started as a simple pharmacy benefit manager, evolved into a health benefit manage- ment company, and then added a virtual or online pharmacy to positively impact patient health. That's where we are to- day. Looking ahead, the organization will continue to evolve to create personal- ized health solutions. We are investing in tools that bring data and insights to life to allow early interventions to maintain patient health, and also provide assistance and clinical solutions to help people on a personal level. We're moving towards increasingly holistic and personalized so- lutions that link wellness and technology. I can't wait for the next 10 years! Q What is your role at your organization today? As Head of Sales, Account Management and Client Services, I oversee our group health benefits and pharmacy sales, ac- count management, and client relations nationally for our private and public sec- tor clients. I'm also responsible for the strategic planning around client renew- als and retention strategies, satisfaction, and the development of new business opportunities. Q What was your "aha" moment or epiphany that you think will resonate most with our reader, tell us that story. Throughout my career, I have been blessed with the opportunity to work with great leaders and mentors. I was able to learn something from every con- nection and open the door to a number of new opportunities. Being driven by growth and learning, I wanted to do it all and in doing so, I would start a num- ber of projects with limited ability to see them through to completion. My greatest 'aha' moment was that I could do it all, by prioritizing, focusing, and 'leaning in'. By selecting my top goals and focusing my efforts on a limited number of them at the same time, I was able to accom- plish so much more. My career has ex- panded, I am a focused and present wife, mom, and daughter. I learned to ski, am a mentor, foster parent for puppies in need, have started painting and garden- ing, all while working on opportunities to become a volunteer board member. Q What is the best advice you received? In my journey towards mental and per- sonal wellbeing, I have been working with a life coach who encouraged me to seek to understand with genuine curios- ity and believe unconditionally. I found that this applies to all facets of my life, and it has helped me create deeper con- nections and foster a mind that is open to new possibilities. Q What is a habit that contributes to your success? Part of my routine that contributes to my success is waking up an hour before I have to be online at work. I use this time to reflect on the previous day and set my intentions for the day to come. This means no devices or technology for at least one hour before I start my workday. This allows me to get grounded and pre- pare, whether it's getting out for a walk or time to think before the whirlwind of emails and meetings begins. Q What people or organizations do you believe best embody the innovation mindset? I'm proud of our parent company, Cigna, which is a renowned global health service company that strives to improve the health, well-being, and peace of mind of those they serve by making health care simple, afford- able, and predictable. They embody the innovation mindset by transforming health care and innovating across the healthcare delivery system by improving the quality, affordability, and patient experience. Q What are some of the biggest impediments to innovation in your industry sector? The demands today are much different than they were a year ago. The pandemic has forced us to rethink how we do busi- ness and how we partner with our clients. We've seen a bigger push for digital health and wellness tools than ever before and that's exciting. Overall, the scale, industry, and technol- ogy standards are all unique in the Cana- dian marketplace and this poses its own challenges. To overcome them, successful innovation means choosing the right part- ners. We strive to contribute to the growth and evolution of the healthcare landscape, so we focus on offering our clients new ways to reach their benefit plan members by partnering with us to innovate and dif- ferentiate themselves in the marketplace. Q How has innovation become engrained in your organization's culture and how is it being optimized? Our president, Dr. Dorian Lo, is a vision- ary. His enthusiasm for innovation drives us all to achieve greatness for the organiza- tion and ourselves. He sets a good example and encourages new ideas and measured risk-taking. His leadership gives us the li- cence to go all-out to achieve success. CHRISTINE GRIFFIN HEAD OF SALES, ACCOUNT MANAGEMENT AND CLIENT SERVICES MANAGEMENT EXPRESS SCRIPTS CANADA

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