Healthcare is complex and getting more digital every day. How do you prepare a frontline workforce for that reality while staying focused on human connection and business impact?
In this episode of Being Intrepid, Christy Pletcher, Vice President of Learning & Development at UnitedHealthcare, joins host Sam Herring to unpack how her team is preparing thousands of frontline advocates for a more digital, AI-infused future while keeping empathy and human skills at the center.
Christy shares the story behind UHC’s “Drive to Digital” program, how AI coaching has removed weeks from training and saved millions, and why every L&D professional needs to think like a performance consultant.
What you will learn:
- How upskilling experiences can develop both technical and human skills to meet the changing role of call center advocates
- How always-on learning supports critical upskilling in a dynamic healthcare environment
- Why it’s critical to develop an AI learning strategy to inform technology decisions
- How AI coaching tools are transforming practice and confidence at scale
Connect with Christy
Connect with Sam
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