Leah Yasko
Director of Implementation and Client Experience
Quick Takes:
- Industry Trend to Watch: The growing challenge of recruiting and retaining qualified talent, with a focus on developing efficient training and onboarding processes for new resources.
- Service Philosophy: Proactive client engagement and anticipatory support that addresses needs before they become issues.
- Current Focus: Elevating the overall client experience through thoughtful touchpoints and responsive service.
- Next Big Initiative: Reimagining reporting and analytics to deliver genuinely valuable insights to clients, ensuring our metrics and interfaces align with their business priorities and goals.
- Little Known Facts:
- I love harmless pranks – catching people off guard and seeing their natural reactions is my favorite kind of humor. I’m known for carrying around fake snakes and other surprise props…let this be your fair warning!
- My first job was when I was 13 years old as a “salad girl.” My job was to prepare lunch and dinner salads, mix the coleslaw and make cocktail sauce.
- I didn't see the ocean until I was 19 years old (and it was in Hawaii!).
- I live in a multigenerational household with my husband, two daughters, mother, and our five pets (three cats and two dogs).
Professional Journey in 2 Minutes:
"I've been in healthcare and client services for over 20 years with 15 of those years spent in the workers’ comp space. This is where I learned the importance of patient-centered care and in order to achieve this, it takes on deliberate collaboration across the multiple stakeholders.
The real turning point in my career came when I joined a workers' comp cost containment startup called PRIUM. I began on the business development team, but it didn’t take long before my high — and often vocalized — expectations placed on our deliverables prompted leadership to move me to help lead operations. That’s where I really found my passion.
My career has grown organically, each move giving me a clearer view of what it takes to make things happen. I’ve had the opportunity to pivot back and forth between the world responsible for making the promises to the operational reality of delivering to them.
Today, as Director of Implementation and Client Experience, I leverage this comprehensive background to create seamless transitions and ongoing support systems for our clients. I've learned that positive client experiences don’t happen by accident— it’s the result of understanding the workers’ compensation ecosystem from multiple angles and anticipating needs before they arise.”
Most Exciting Development Right Now
"We're updating our implementation approach by developing a more dynamic, client-centric onboarding framework. This new methodology allows us to adapt our processes to each client's unique needs while maintaining consistency in our delivery. What makes this particularly exciting is seeing how this personalized approach accelerates time-to-value for our clients while ensuring every stakeholder feels supported throughout the journey."
Biggest Industry Challenge We're Tackling
"The implementation phase is critical for program success, but it's often where many organizations struggle. We're focused on transforming this challenge into an opportunity by creating a more intuitive, transparent process. Our goal is to make the transition to Preferred Medical not just smooth, but actually energizing for our clients. It's about setting the foundation for long-term success from day one."
Leadership Philosophy
"I believe exceptional client experience starts with exceptional team experience. My approach centers on servant leadership – making sure I’m there to help the team. By empowering our implementation specialists with the right tools and support, we create a ripple effect that positively impacts every client interaction. Success is about being proactive rather than reactive and always staying one step ahead of client needs."
What Drives Innovation at Preferred?
"We never chase after innovation for its own sake — it’s a result of paying attention and having passion. When you care enough to pay attention, not just hearing but listening, and then combine that with passion, innovation becomes inevitable.”
What Energizes You Outside Work
Making memories with my family and friends. Spending quality time with my family — including our fur babies. I’ve realized, probably later than I should have, that time is a thief. My daughters are growing up faster than I can wrap my head around, and those little, everyday moments are the ones I’ll never get back. Whether it’s a full day at a softball tournament, watching my girls do what they love, or by unwinding at home for a family movie night, those are the moments that keep me grounded and remind me what really matters
Coffee Order
Iced Vanilla Latte…with an extra shot of espresso!