Meet Shannon, the Sr. Director of Clinical & Business Success, Delivery Success at Zyter|TruCare. Shannon is at the heart of our customer success through her work on the Clinical Team and customer deployments of our solutions. With an extensive background of over a decade in clinical informatics and many years as an ICU nurse, her insights form the cornerstone in harmonizing clinician perspectives with Zyter|TruCare’s cutting-edge technologies. Shannon’s expertise in process optimizations and her ability to translate to non-clinical team members is part of her secret sauce.
Shannon’s Journey to Zyter|TruCare: Bridging Nursing and Technology
Shannon’s commitment to human care has been a hallmark of her relationships with friends, family, and colleagues. Her passion for caregiving is only surpassed by her enthusiasm for system thinking to solve problems in the healthcare space.
Growing up, Shannon immersed herself in two distinct yet formative worlds: the rise of computer technology in the ’80s and the compassionate nursing field. Her father’s hobby of building computers at home introduced her to coding and data systems, captivating her young mind. Meanwhile, her grandmother, a nurse and community advocate, inspired Shannon with her integrated career, caregiving, and community leadership.
After graduating with her nursing degree from the Goldfarb School of Nursing in 2008, Shannon plunged into the demanding environment of an ICU-stepdown in a bustling city hospital. It was a place of stark contrasts where she witnessed the resilience of healthcare workers and patients’ vulnerability, shaping her understanding of the industry and her role in healthcare.
Shannon’s move to Progress West Hospital allowed her to explore healthcare differently, focusing on patient clinical systems, compliance, and technological infrastructure.
Likewise, implementing the Affordable Care Act was a pivotal moment in her career. At Progress, she earned a spot on the committee of Subject Matter Experts due to her “nerdy nurse qualities,” as she fondly recalls. “We discussed ways that the Affordable Care Act would affect the floor and physicians and walked through bubbling workflows, looking for areas of efficiency. After that, I was hooked, and I wondered, ‘How can I make this what I do every day?'”
This experience steered her towards a career in healthcare technology. With encouragement from her manager and mentor, Debbie Ilges, Shannon advanced into the role of Clinical Information Systems Coordinator, where, for three years, she refined crucial systems for healthcare professionals.
In 2014, Shannon took on the role of Senior Clinical Systems Specialist at Centene Corporation, a move that significantly deepened her involvement in case and utilization management and ignited her passion for process improvement. This role was a perfect fit for Shannon, who identified herself as a “nerdy nurse.” It was here that she discovered an area in nursing that perfectly blended her interests and passions, fulfilling both her investigative nature and her desire to care for others.
This path led Shannon to an encounter with the TruCare product, where, as a customer, she saw not only the potential in the product but also in herself to contribute on a larger scale. This realization spurred her to think, “Why don’t I just work for Zyter|TruCare (formerly Casenet)? I could accomplish so much more there!” Motivated by her interest in streamlining workflows and improving efficiencies for clinicians, Shannon applied to Zyter|TruCare, confident in her ability to make significant contributions. Ever since joining Zyter|TruCare in 2018, she has been an integral part of the team, leveraging her skills and experiences to drive meaningful changes.
In 2020, Shannon’s journey at Zyter|TruCare continued to grow as she was promoted to the Manager of Business Consulting Services. This role built upon the foundation of her prior leadership and fostered significant growth. Shannon’s rapid rise to Senior Director was driven by her exceptional managerial skills and innovative approach to clinical workflow solutions. These achievements have solidified her reputation as a visionary in her field.
A Fixer of Everything
Shannon is often considered a matronly figure in her professional community, with a profound inclination to shepherd others towards success. She playfully labels herself a ‘fixer of everything,’ adept at remedying disorganized cabinets and optimizing complex workflows with equal finesse.
“I’m always thinking from an analytical perspective,” Shannon remarks, “But then I also bring a deep sense of empathy for the situation.” This balanced approach of sharp analysis and genuine empathy is what her colleagues deem one of her standout attributes.
Her skill set leaves a lasting mark on those she works with. “I know I can always rely on Shannon to listen to the struggles I’m encountering,” says a previous coworker who worked with her for seven years. “Shannon always provided guidance on the best way to accomplish my needs or to nudge my thought process into a new direction I may not have considered.”
In her pursuit of betterment, Shannon embodies the essence of a fixer, always striving to leave situations markedly improved, a testament to her impactful presence and her dedication to constructive progress.
Leadership with Conscious Care
Vision, empathy, and recognition form the bedrock of Shannon’s approach to leadership.
One phrase that resonates deeply with Shannon and influences her leadership is “Sawubona,” a traditional Zulu greeting meaning “I see you.” This expression goes beyond mere acknowledgment, symbolizing the greeted person’s profound recognition and acceptance. It is a concept that Shannon has woven into her leadership’s fabric, informing how she fosters, critiques, and develops her teams.
For Shannon, leadership begins from the moment a new team member joins. “I always ask my new colleagues a few questions to get to know them,” she says. She probes to understand what motivates them, the kind of support they seek, and their preferred way to receive feedback.
These conversations provide Shannon with a solid foundation to support her team effectively. “I want to help water the garden as they say,” she remarks, using this insight to leverage her colleagues’ strengths, aligning their passions with the tasks at hand. “I try to pair that passion with activities that the job requires,” Shannon notes. She strives to make work gratifying, balancing mundane tasks with those that fill her team’s motivational reservoir.
Understanding her team’s preferences for support is paramount to Shannon. “How do you like to be supported when you work?” she inquires. Her management ethos is anchored in being an adaptable pillar of support, whether through reviewing client meeting recordings for feedback, sending motivational texts, or providing backup during calls. Shannon is committed to being there for her team in the most effective way possible.
Deliberate Words and Meaningful Action
In her transition from direct patient care to improving the work lives of clinicians and patient care outcomes, Shannon has become acutely aware of her words’ impact. Her role as a leader has honed her ability to guide her colleagues and clients toward optimal solutions with a thoughtful and deliberate approach.
“I always try to think empathetically,” Shannon shares, focusing on understanding the emotions, reactions, and complexities at play before offering her input. This comprehensive perspective ensures her guidance is well-founded and tailored to the situation.
Shannon’s communicative philosophy has its roots in her father’s wisdom, emphasizing the importance of measured and thoughtful speech. For Shannon, this careful articulation is crucial in initiating advice and shaping successful outcomes. “When I say something, it’s after I’ve had a lot of careful thought. And when I say it, I want people to hear it; I don’t want to be disregarded.” This principle underlines her commitment to meaningful dialogue and purposeful action within her leadership practice.
Beyond Business: Zyter|TruCare’s Fostering of Community and Support
At Zyter|TruCare, Shannon has discovered a harmonious blend of professional collaboration and personal support that echoes the community-focused care inspired by her grandmother.
Shannon has overcome significant health challenges, enduring numerous surgeries. Through these trying times, the solidarity of her team has been unwavering. “I have been supported unlike anywhere I’ve ever been before this year. It’s been a big blessing to me knowing that they value me so much,” Shannon reflects on the support she has received, underscoring the company’s people-first culture.
Even as a veteran of remote work, fostering a sense of community in a virtual environment can be daunting. However, with the shift to remote work during the pandemic, Shannon’s expertise became a beacon for her team. “They saw ways to adapt based on my experience,” she recounts. Together, they devised ways to maintain camaraderie, from virtual happy hours to continuous team chats, ensuring that isolation was kept at bay.
Zyter|TruCare introduced a widespread kudos channel to sustain morale and connection. This platform has become a digital gathering space for the team to share and celebrate life’s joys. “We post pictures of our kids, our dogs, our cats. It’s just a wonderful thing, and it makes getting up early daily to solve challenging tasks easier,” Shannon explains. She emphasizes how these personal touches contribute to a nurturing and resilient work culture.
Shannon’s Advice to Others: Align Passion with Profession
Shannon has discovered profound contentment at the intersection of her personal interests and professional expertise. Her counsel to those carving their paths reflects her journey to career fulfillment.
“Know yourself. Figure out what you’re passionate about and try to stick to it and make it your focus in your career,” she advises. Her conviction is that when one’s work aligns with one’s authentic interests, it transcends mere employment. “Because if you’re doing something you’re passionate about, it doesn’t feel like work. It feels like you are living.”
Shannon’s journey is a compelling testament to the profound enrichment that arises from this alignment, emphasizing that professional satisfaction is indeed found in the pursuit of work that authentically aligns with one’s core values.
