“I don’t know, let me look into that” is one of the most powerful things you can say to your team and your customers. It’s okay to not have all of the answers – no one does. Be committed to finding the answer, not having the answer. Show humility, admit you don’t know, and build trust in your follow-up. Bring your ideas to the table without fear of judgment. Say “I don’t get it, help me understand why that’s important.” Leverage your team’s talents and knowledge to discover the answers you need.

Choose to assume people are kind, fair and trying their best with the information they have available. Seek to understand before judging, casting assumptions, or seeking to be understood. Choose to trust that the other person wants what’s best for the team and the company. Choose to come to the table with a positive attitude and an open mind.

Be open, honest, and candid in the decision-making process. During this process, strive for using the best estimates of reality to guide discussions and decision making. And when a decision is made, sincerely commit to its implementation and leave arm-in-arm. Don’t take it as a personal attack. Say “I disagree, and commit, and will do what I can to make it successful.” Further conversation and frank analysis can still be done, but wait until the idea has had a chance to be properly implemented. Trust your gut, but also trust your team’s.

When someone is struggling, volunteer your assistance. When someone asks for help, give it generously. Don’t throw teammates under the bus, point fingers, or embarrass them. Ask yourself, “What can I do to help them be their best?”. Give feedback because you care about them and are dedicated to their success – be open, honest, and compassionate. Look out for their best interests, while they look out for yours.

Connect with customers and form authentic relationships. Go the extra mile and always overdeliver. Take every opportunity to WOW them. Ask what they need and listen empathetically. If you don’t have the answer, say so, and quickly go find it. If they need something that can’t be provided internally, connect them to someone who can help. Care about their holistic needs, first. Their success is your success. Help them in every way possible.

There is no reason why changing healthcare and having a good time need to be mutually exclusive! Tell (appropriate) jokes. Smile. Laugh until it hurts. Do cartwheels in the office. Take time to celebrate small victories, big wins, and customer success stories. Enjoy the incredibly unique and amazing people you are surrounded by each day. Bring your authenticity and humor. Keep it lighthearted. Enjoy the ride.

Do your work with unmatched enthusiasm and passion. Be fully committed to your team, your clients, and the mission. Do what should be done in pursuit of the mission, even if it will take longer or be more challenging. Take ownership over what you see, hear, and do: this includes projects, objectives, client satisfaction, team morale – everything. Indulge in the work you do and be proud of the results you create. If you’re not all in on something, take ownership, figure out why, and talk with your team to get there. If you notice a teammate isn’t all in, take time to help them get there. Be intentional about the energy you bring to your team and your customers.

Not every conversation will be easy. Be courageous, say what needs to be said, but do so with respect and kindness. Give candid feedback and have crucial conversations to elevate the team. Choose the right venue and assume critical feedback is best shared 1:1. Hold people accountable, and appreciate them holding you accountable. Raise the bar in order to push the boundaries of what’s possible. Step up, be proactive, and do the right thing.

Mistakes will happen – confidently own yours. Proactively communicate and ask for help to fix it. “I screwed that up” are some of the most important words you can say. Actively call attention to issues (or potential issues) rather than trying to hide them. Focus on what you can learn from the mistake, and what you will do differently going forward. Share your learning with the team. Use it to fuel the continuous improvement of our products and processes. Taking accountability when things go wrong will set a positive example for others to do the same.

Sometimes pursuing perfection is necessary, sometimes it is destructive. While quality should never be tossed aside, don’t let perfection be the enemy of progress. Identify areas where we need to achieve an exact outcome to meet our quality objectives, and areas where an imperfect solution would be safe, effective, and meet our customers’ immediate needs. Identify the right priorities for the task at hand, ask questions if you’re not sure, and design solutions accordingly.

It’s not enough to be invited to the dance, nor enough to be asked to dance – everyone should feel COMFORTABLE dancing. Promote allyship and create a safe space where everyone enjoys dancing. Recognize, compliment, and celebrate people for who they are and appreciate that the differences of the team are what make it stronger. Actively embrace diverse viewpoints and encourage open dialogue; empower others to speak up. Put ethics and equity at the forefront of everything you do. Solve the harder scientific problem in order to achieve equitable patient care. Use common language to communicate, to ensure teammates, partners, and customers anywhere can understand you. Take action when you observe someone being treated unfairly.

Clearly identify who the decision maker is in each situation. Give everyone a voice, but not always a vote. Know that responsibility does not equal ownership of all decisions related to said responsibility. Gather input as part of the decision-making process, but don’t wait for consensus. Report back with the solution, why it’s the right call, and your thought process. Trust your gut – make decisions without the fear of being second-guessed or shut down.

Be hungry for personal and professional growth, as well as opportunities to share your knowledge. Passionately and enthusiastically take on new challenges. Try things you haven’t tried before and do things that don’t necessarily come easy to you. Ask thoughtful questions with an intention to learn, and receive questions with enthusiasm to teach and share. Actively seek feedback (both positive and constructive) from your team, and receive it with gratitude and grace. Choose to have a growth mindset – value life-long learning and continuous improvement.

Build products and relationships from a place of empathy. Put yourself in the shoes of who you’re talking to. Ask your teammates and customers how they’re doing or what they think. Show empathy by truly, actively listening to the other person. Take time to learn their motivations, goals, challenges, and strengths. Ask questions, understand their perspective and how they approach situations. Value and show gratitude for their unique perspective. Make time and take responsibility for building trust.