Former Harvard Pilgrim CEO describes 2 keys to success

Charlie Baker, former CEO of Harvard Pilgrim and candidate for Massachusetts governor, described in an interview the two most valuable lessons he learned when he headed the insurance company. They included creating a culture of accountability by monitoring employees' performance and establishing a culture of service to help boost member satisfaction. "You have to be able to create a culture of accountability. Set the bar high, hire really good people and work with the people you have," Baker, who led Harvard Pilgrim for 10 years, told the Health Business Blog. He added that insurers must "come up with metrics and ways to monitor performance, and then expect people to perform and achieve to that level." Thanks to the second key to success, creating a culture of service, Harvard Pilgrim jumped to No. 1 in United States for member satisfaction, Baker told told the Health Business Blog. Article

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