Craig Towner
Chief Operating Officer
Quick Takes:
- Industry Trend to Watch: Predictive analytics in claims management
- Operational Philosophy: Efficiency with a human touch
- Current Focus: Scaling service excellence
- Next Big Initiative: Process automation for enhanced client experience
- Best Career Advice Received: Be positive and have a “can do, will do, what can I do” attitude
- Cats or Dogs? Dogs for sure!
In our latest leadership spotlight, we sat down with our Chief Operating Officer, Craig Towner, to discuss operational excellence, healthcare innovation, and his vision for Preferred Medical’s future.
Professional Journey in 2 Minutes
My career has been shaped by a passion for healthcare operations and delivering meaningful results. After gaining valuable experience working with Fortune 100 companies, hospitals, and pharmacies, I found my way to Preferred Medical in 2015. What drew me here was the opportunity to make a real impact on healthcare delivery for recovering employees through operational excellence. My background in both communications and healthcare administration has helped me bridge the gap between strategic vision and practical implementation.
Most Exciting Project Right Now
We're in the midst of scaling our service delivery model to meet growing demand while maintaining the high-touch, personalized approach that sets us apart. This involves reimagining our workflows and leveraging technology in new ways. What makes this particularly exciting is seeing how these improvements directly impact our clients' experience and outcomes.
Biggest Industry Challenge to Tackle
Healthcare complexity continues to grow, and with it, the need for simplified, streamlined solutions. We're focused on creating operational frameworks that cut through this complexity – making it easier for our clients and recovering employees to access the services they need, when they need them. It's about turning industry challenges into opportunities for innovation.
Leadership Philosophy
I believe in leading through enablement. My role is to remove obstacles, provide resources, and create an environment where our teams can excel. When our people are empowered, our clients benefit. It's about building sustainable processes that scale without losing the personal touch.
What Drives Innovation at Preferred
Innovation at Preferred is driven by a deep understanding of our clients' needs and challenges. We're constantly looking for ways to improve efficiency and effectiveness in our service delivery. But what really sets us apart is how we listen to our clients, create solutions for them and then our ability to implement these innovations in a way that enhances, rather than disrupts, the client experience.
Coffee Order
Venti Latte, sometimes with an extra shot!