Executive Spotlight: Joan Danieley, President, MSO
Our Executive Spotlight shines on Joan Danieley this month. Many of you already know Joan, she’s been with agilon health since 2017. Joan is the President of the MSO and is also the interim leader for IT. Before transitioning to the MSO, Joan led the Hawaii Market as its President. Let’s get to know her a little better.
Please tell us about your role and responsibilities with agilon health.
As the leader of the MSO and interim leader of IT, I work with those teams to set the strategy and execute on the roadmap for the functions they serve. We also put special emphasis on ensuring both MSO and IT coordinate and pull together since most of what each team does directly impacts the other team. The MSO includes most of your operational functions such as Call Center, Utilization Management, and Claims Processing, along with others. The IT divisions encompasses CORE, technical/network services, and security. To put it in a nutshell, the MSO handles millions of transactions on a time-sensitive basis and IT, both technical and CORE, ensures those transitions can occur. Neither can exist without the other.
How do you successfully manage so many responsibilities and navigate the inevitable competing priorities?
Connecting the dots is key to managing so many varied functions. When you have a vision for how each function connects with the other functions to operate as a whole, it becomes natural to manage the component parts as one machine. Operating as #ONEteam and understanding the hand-offs across the end-to-end processes helps prioritize the work because you’re addressing the needs of the whole, not just one department. Although you’re always course correcting with changing circumstances, having a plan and a strategy that align with the agilon health strategy is a guide that won’t fail you. It’s imperative to have strong teams that are willing to share their Expertise and embody Partnership and Collaboration.
You recently led the organization’s transition to significantly increase the number of staff working from home in light of the COVID-19 pandemic. What were the most significant barriers to our success? And how did you overcome them?
We hit a couple of significant barriers while transitioning to Work from Home. First, no one wants to accept that a situation such as the COVID-19 crisis is on its way. That’s just human nature. Fortunately, we continued connecting the dots as the situation evolved, and made a plan with the hope that it would never be needed. Second, because we planned early, we identified gaps that we were able to close, such as retrofitting desktops and preparing our systems. But, when the crisis moment hit, it hit super-fast. No company has ever done this before and no company was ready. We quickly organized our work into manageable components and pushed GO!
Which of our #ONEteam Core Values resonates with you the most and why?
Continuous Improvement resonates with me the most. The world changes so fast. The industry changes so fast. Technology changes so fast. You have to keep your eyes on the horizon, persistently strive to improve, and find the sweet spot between keeping the pressure on while also celebrating wins.
Due to the current global situation, our organization, our employees and our partners are all facing significant challenges and having to adapt to rapid changes. What guidance would you like to share with our team to help us adapt to these changes while continuing to provide outstanding service to our partners?
We have to embrace the new world. It’s here, whether we like it or not, so we should choose to like it. And, it’s not just the current COVID-19 crisis. The world is now changing rapidly in non-crisis times as well. Don’t shut yourself off and wait for the storm to pass. Instead, seize the opportunity. People across the country are pivoting to serve changing demands. We can all do the same thing. Develop ways to pivot and flex to serve our mission, our provider partners, and our members. It’s in the difficult moments that we develop the ideas to propel us into a better future.