Redefining Healthcare with Passion: Customer Success Insights with Elizabeth Permenter

1. Can you share your journey into healthcare and what you’re most passionate about in the industry?

I actually stumbled into healthcare. I started out at Oscar Health’s first network contracting team, leveraging my business development background to build their first provider networks. The complexity and ambiguity of the industry immediately captivated me. I went on to manage value-based arrangements at UnitedHealthcare, where I developed an acute awareness of the gaps in infrastructure felt by the aging population.

I started volunteering with the NY Department for the Aging and Alzheimer’s Association in my free time, and realized I wanted to work on a Medicare-specific product, which is how I ultimately landed as a founding team member at Pearl. Upon moving to Asheville, I began volunteering with Four Seasons Hospice in Western North Carolina. It’s a rewarding experience, allowing me to learn more about the people that forged my community, while providing relief to ongoing caregivers.

2. What specifically intrigued you about working with the aging population and your role at Pearl?

I’ve always had compassion for the aging population. As a teenager, I volunteered at a nursing home across the street from my highschool, and as an adult, I’ve witnessed the challenges firsthand with my grandmother’s experience navigating aging in place, and ultimately transitioning into an assisted living community. Now, in my role at Pearl, I focus on getting closer to the care delivery experience for Medicare-aged individuals by empowering providers to realize their most critical patient opportunities.

3. How does Pearl’s approach to value-based care differ from others in the industry?

Pearl’s approach is radically different; we are relentlessly customer-centric and believe in meeting providers where they are. We fight to protect our customers’ capacity, attention span, cognitive load; and, ruthlessly prioritize their time. We aim to understand their clinical realities and complement the technology, processes, and people that are already in place. Navigating value-based care can feel overwhelming and complex, and our team ensures that providers have simple and actionable formulas for success.

4. What makes working with primary care providers unique, and how does Pearl support them?

In a primary care setting, providers act as pillars in the community. Pearl is different because we truly elevate the physician experience. We provide financial incentives that enable providers to spend more time with patients who need extra attention, and the Pearl Platform requires little to no training, so that clinical and quality staff can begin acting on patient opportunities immediately upon launch.

5. What challenges do primary care physicians face, and how does Pearl act as a partner to overcome them?

Primary care providers face staff limitations, turnover, economic challenges, and endless demands. Pearl distinguishes itself by spending time understanding their unique situation, regional realities, and offering tangible solutions rather than imposing rigid requirements.

6. What aspect of your role at Pearl are you most proud of?

I’m proud of our Customer Success team and the environment we’ve fostered. We prioritize well-being, and create a dynamic remote culture that translates directly to our ability to show up for our customers. We have a service commitment to make every interaction delightful, and in turn I aim to make every internal touchpoint, training session, or strategy meeting delightful for our team.

The team has maintained best-in-class Net Promoter and Customer Satisfaction Scores as we’ve grown (in some years 10x!), never missed a retention target, and each of our Relationship Managers brings a wealth of value based care expertise to the customers they serve. The resources and rewards we extend to our providers get richer and richer which makes our role increasingly fulfilling.

7. How would you recommend Pearl Health to friends or colleagues interested in an early-stage startup environment?

Early-stage isn’t for everyone, but for those entrepreneurial spirits interested in a challenge and aligned with our values, Pearl Health offers a unique opportunity to do the best work of your life. Our management team makes deep investments in ensuring this is a great place to work – from stellar in-person retreats, to commitment to everyone’s career trajectory, making it a fulfilling journey.

I also became a mom last year, and despite the velocity required to achieve our goals for expansion, Pearl does a phenomenal job supporting parents (and people in general)! I was so excited to return back to my desk from maternity leave, and have been consistently amazed at the level of understanding I’m met with when unexpected twists and turns arise as I raise my baby. There’s a consideration for ‘life’ in the midst of ‘work’ that I believe is truly unique to Pearl.

It’s been an incredible journey building and leading this customer success team. As I transition into full-time motherhood, I’m excited for what lies ahead and confident that this team will remain in capable hands. If you’re passionate about driving impact and nurturing a supportive team culture, I encourage you to consider stepping into this role and helping to shape the next chapter in Pearl’s growth. To all my colleagues at Pearl, I want to thank you for your support and collaboration over the years, and I look forward to witnessing your continued success.