Carolyn Hackett

I attribute my success to having an excellent mentor in Ken Erdelt, who I worked with at Perot Systems. I learned a lot from watching how he worked and being able to sit and chat with him. My educational background also shaped me significantly. I initially studied biology because I wanted to be a forensic pathologist, but I realized medical school would be too long in acadamia. What I liked about forensic pathology was the figuring-out part, so I thought, if I can take apart businesses, determine root cause, and figure out how to improve that, that could be something I could do. That's when I found the graduate program at Clark University for healthcare administration and management. The student counselors in college who helped me think through what I really liked about my initial career choice and how I could apply that elsewhere were most influential. I also took different seminars and certificates that dealt with problem solving and analytics, and that's where I really found my passion. Starting at the ground level as a call center rep, even with my graduate degree, gave me invaluable perspective. I could always understand what it felt like sitting in the seat all day, and I felt I could really connect with the front line teams and understand their situation as a leader.

I would say it's definitely a lot about relationships being able to work with your own team, your coworkers, because a lot of my work is global now. I had a lot of colleagues in India, and you have to be able to get to know people a little bit. When you're working on things like RFPs with long hours, a lot of pressure, and short time frames, I think if you get to know people a little bit, that kind of helps with it. You've also got to build client relationships. In some cases, you're working with a client who's not that happy, but I think if you can build that relationship, it makes all the difference. When I got sent to work with Blue Cross Blue Shield of Michigan, they were a mess and told me in the initial meeting they were very upset and were really going to ride me hard. I was determined to make that work and build that relationship with them. Now the woman I worked with is retired, but I'm personal friends with her. So I would say you've got to have the knowledge and experience, but I think being able to communicate and build relationships is a big key to everything. Everything is just so automated and impersonal now, and I think the people that have this skill to communicate and do relationship building have an extra asset. I don't think you can automate that or digitize it - it's something you have to sit down and do.

The values that are most important to me in both my work and personal life are integrity, empathy, and making a meaningful impact. One of my proudest professional achievements was working on the merger between Harvard Pilgrim and Tufts Health Plans at Perot Systems (now NTT DATA), the company’s first outsourced payer experience. Navigating that complex project, coordinating across multiple teams, and delivering operational solutions was incredibly rewarding, and the recognition from client leadership, Charlie Baker, was a moment I will never forget. Personally, I am committed to supporting causes that have a tangible impact, such as children’s cancer research through Shriners and the American Heart Association, inspired by my niece’s diagnosis and my father’s heart health journey. I also prioritize giving locally, ensuring that my contributions whether through donations or hands-on support, such as helping my uncle with long-term care directly benefit the people and communities involved. I am driven by a desire to understand the full impact of my efforts and to make a difference in both professional and personal endeavors.