9FEBRUARY 2020the rising costs? If you had the nagging suspicion that the data seemed to conveniently fit the carrier's narrative, trust me your customer is thinking the same thing and your both right. What's the point of regurgitating data if it only describes where the costs have gone after the fact? I've heard CEOs say, "These fancy reports look great, and they slice and dice the data, but what has it done to lower my costs?" The point is, if your agency isn't investing in substantial data systems that can translate care costs in real-time to impact the current course of treatment and member experience, then you're nothing more than a steward of the plan. Data translation in real-time allowing your agency to make immediate and impactful intercessions on behalf of your client is one of the most critical investments an agency can make.Don't be afraid to collaborate ­Some of the most exceptional solutions and ideas I've learned came directly from one of my peers who happen to be a competitor for business in my area. These weren't trading secrets obtained by some underhanded method or corporate espionage. They were openly shared for a greater good. Employee Benefits and healthcare solutions exist today and need to be replicated, and collective intelligence widely shared. If your agency believes you can live in a vacuum taking an adversarial position with your peer colleagues then you may be missing some incredible resources and expertise. Learn How to Get Comfortable being uncomfortable - I recalled in 1986 my former CEO declared, "Our policies are written in wet sand, and our progress is measured in stone." It's as accurate today as it was 30-years ago. Successful agencies should view change, not as a single static event, but the constant flow of opportunities for evolution and improvement. They should understand that embracing change creates distinct advantages and a stubborn refusal to accept the status quo. Regardless of your agency size or book of business, failing to change, grow and adapt could easily lead your organization to complete failure within a few years. Are there moments when I dream of bygone days when you could rest your feet up until your client's renewal came in? I'd be lying if I said no, but those old days are long gone. By no means is an agency transformation journey simple, painless, or secure. Changing the well-established status quo system is complex and daunting. At times it requires bold measures and audacious approaches. But, continued and uninterrupted success in the future depends on alignment and understanding of the latest innovations our industry can offer. Successful agents should be well versed and comfortable reviewing the absolute latest concepts and innovations
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