Population Health Insights

Meet Care Innovations Support Manager Susan Biehl


Welcome to our series celebrating the women of Care Innovations, where we're meeting some of the key leaders and team members working hard to drive our success. Today, we're talking to Susan Biehl, our Support Manager, who discussed her experience, past challenges, advice for young professionals, and more.

How has your life experience prepared you for your role at Care Innovations?

I started off working in retail customer service at a young age, which has helped me develop skills in personal interaction. I then progressed to call center work after graduating high school, and have since worked in various call centers in multiple functions. Each was a new experience, which helped me develop a very wide skill-set that was instrumental in obtaining my position at Care Innovations.

What do you think is the most important issue facing women today?

As sad as it is, I still feel like society puts a lot of speculation on a woman’s ability to work in a professional environment. If you are confident and speak your mind, then you are seen as someone who might be hard to work with. If you tend to see multiple points of view, then you are seen as overly emotional.

Women still get placed into the traditional roles as nurturers and care givers, and we are not often seen as a proper fit for roles that require a high level of ingenuity or leadership, and are often held back from breaking through the glass ceilings.

What career advice would you give young women?

Speak up! Advocate for yourself. Let your supervisors and managers know where you want to go in your career and ask for advice on how to get there. If they are unresponsive, then find another mentor who will help you get to where you see yourself. Never accept “No” or “Not right now” for an answer when it comes to the things you want to achieve. Have confidence in yourself and your abilities.

What are some of the challenges you've faced in your career?

Working in customer support, specifically in call centers, you tend to be pigeon-holed into one role. If someone sees customer support/service on your resume, then they'll only see you as a low-level employee who can answer a phone and follow a script. This makes it extremely hard to apply for other positions that you may be qualified for, but you never even get a chance to show it because it's not explicitly stated in your duties.

Luckily, I've found a company that saw what others perceived as a weakness as a strength. As a result of that, I have been able to work in many different areas, expanding my horizons and knowledge.

What traits do you possess that have made you successful in your career?

A curious mind and a thirst for knowledge. The ability to dig in and try to solve a puzzle or problem. Also, I have the ability to see a problem from all angles and see the bigger picture. I can often understand an opposing viewpoint and adjust my arguments to match them so that we're able to reach a compromise, or at least a basic understanding of needs and expectations.

What do you love about your job?

I love the company I work for. I am strongly invested in our mission and our values. I enjoy the people I work with and have formed close bonds with them, where we are no longer just co-workers, but extended family.

I love that there is constant change happening. We are constantly looking for better ways to achieve our goals and make our way in the market. It’s exciting and has opened up many doors and windows of opportunity for myself and others.

How do you feel you impact patients on a daily basis?

From a support perspective, we deal with patients on a daily basis who have a question or problem about using the Health Harmony system. Our goal is to make sure that the patient is 100% satisfied and comfortable with using this system so they stay engaged with the program, which relates to their continued success.

I may not make an impact on every patient every day, but I do my best to make a positive impact on those I interact with that day. I dedicate myself to that one experience, and I do my best to ensure that every patient is set up for success.

About Susan Biehl

susan-biehl-support-managerA customer support professional for almost two decades, Susan Biehl has been a great passion for her role, and loves helping people, both at work and in general. When she's not working, she's usually at home with her two long-haired miniature dachshunds, watching game shows like Jeopardy and Wheel of Fortune, binge-watching Netflix and singing in karaoke competitions.