In this episode of Curiosity at Work, Dr. Julie Pham interviews Shannon Drotning, Market President for the West Coast at Providence Health Plan. Shannon shares her inspiring journey from customer service representative to senior leader, emphasizing how curiosity drives her approach to leadership and customer-centered innovation. She discusses how Providence Health Plan delivers on its promise to "Know Me, Care for Me, Ease My Way," while fostering a culture of learning and empathy. Discover how small changes and a curious mindset can transform customer experiences and workplace culture in the healthcare industry. Connect with Dr. Julie Pham: LinkedIn:https://www.linkedin.com/in/juliepham2/ Website:https://curiositybased.com/ Instagram:https://www.instagram.com/juliephamphd/ Connect with Shannon Drotning: LinkedIn: https://www.linkedin.com/in/shannon-drotning/ Website: https://www.providencehealthplan.com/ #ShannonDrotning #ProvidenceHealthPlan #CuriosityAtWork #HealthcareLeadership #CustomerService #Medicare #Innovation #Leadership #FeedbackCulture