5 Questions with Bethany Howe, VP of Client Services for PhysNet

Movers & Shakers

St. Augustine, FL (WorkersCompensation.com) -- Many WorkersCompensation.com readers will know the name PhysNet, a managed physical medicine network, as a source of CEU opportunities or as a leader in innovative rehabilitation topics.

We were fortunate enough to catch up with PhysNet's Bethany Howe, who is the company's vice president of client services. She's also the one who keeps us in the know about PhysNet here at the News Desk, so we wanted to get to know her a little better.

Q. Where did your journey in the workers' compensation industry begin?

A. My journey in the workers' compensation industry started more than 17 years ago, right after I graduated with a bachelor's degree in political science from the University of North Florida. Back then, I was on the lookout for an entry-level job while working towards my master's degree. That's when I stumbled upon Align Networks and joined their operations team as a scheduler. Unexpectedly, within just one year, I found myself taking on the role of the company's first account manager, even though I hadn't planned on pursuing workers' comp for the long haul.

After I wrapped up my master’s degree, Align continued to offer so many opportunities for growth and advancement that I simply never left. Gradually, I started embracing the challenges and responsibilities that come with this industry. Eventually, I made up my mind to build a solid and lasting career in workers' compensation. Like many of my colleagues, what started as a stepping stone quickly turned into a genuine passion and a commitment to making a meaningful impact in this field.

Q. What does a "typical" day look like for you?

A. My typical day blends strategic oversight with hands-on client engagement. Working remotely from my home in Saint Augustine, Fla., allows me to maintain a flexible schedule that accommodates both office responsibilities as well as travel for client visits, industry conferences, and events.

Each morning starts with a review of critical emails and messages, followed by a strategic planning session to prioritize tasks for the day. My role involves overseeing client relationships and ensuring their satisfaction with our services, which often includes conducting client meetings either virtually or in person. These meetings are crucial for understanding their evolving needs, discussing ongoing projects, and identifying areas for improvement.

Throughout the day, I collaborate closely with various internal team members to address any issues that arise, provide guidance on complex client inquiries, and strategize on ways to enhance service delivery. I also allocate time for reviewing performance metrics, analyzing data trends, and preparing reports for senior management, which informs decision-making and drives operational excellence.

Traveling for client meetings and industry events is a key component of my role, allowing me to foster strong relationships, stay abreast of industry trends, and represent PhysNet in various professional settings. Whether I'm meeting with clients to discuss new initiatives or networking with industry peers, these interactions are instrumental in shaping our service strategies and expanding our business opportunities.

To sum it all up, my day-to-day responsibilities as Vice President of Client Services at PhysNet are dynamic and multifaceted, combining strategic leadership with proactive client engagement and continuous professional development through travel and industry involvement.

Q. What's the biggest motivator for you at work?

My biggest motivator at work stems from the impactful relationships I build with our clients and the opportunity to make a tangible difference in their businesses. Each day, I am driven by the challenge and satisfaction of understanding our clients' unique needs and delivering solutions that exceed their expectations. Whether it's collaborating with our team to innovate new service offerings or personally engaging with clients to address their concerns and celebrate successes, I find immense fulfillment in knowing that our efforts directly contribute to their success and satisfaction.

The dynamic nature of my role, which includes traveling to meet clients face-to-face and participate in industry events, energizes me. These interactions not only deepen our partnerships but also provide invaluable insights into industry trends and client perspectives, which ultimately guide our strategic decisions and service enhancements at PhysNet.

Ultimately, what motivates me the most is the opportunity to foster trust, drive positive outcomes, and continually improve our service delivery to create lasting value for our clients and our organization.

Q. What is/are your best productivity tool(s)?

A. I rely on several productivity tools to ensure our operations run smoothly and efficiently. One of my top tools is Microsoft Teams. It allows seamless communication and collaboration within our team, whether through chat, video calls, or file sharing. This has been especially crucial as we navigate hybrid work environments.

Another essential tool is Hubspot. This CRM platform helps us manage client relationships, track interactions, and streamline our sales processes. It provides valuable insights through robust analytics and reporting features, enabling us to make data-driven decisions.

For project management, I use Smartsheet. Smartsheet helps in organizing tasks, setting deadlines, and tracking progress. Smartsheet adds an extra layer of versatility with its grid-based system, which allows for more detailed project tracking and collaboration.

PowerBI is indispensable for data analysis and visualization. It helps us transform raw data into meaningful insights, enabling us to monitor key performance indicators and make informed strategic decisions.

For note-taking and personal organization, OneNote is my go-to tool. It allows me to keep track of notes, ideas, and to-do lists in one place, ensuring nothing falls through the cracks.

Lastly, Excel is another powerhouse in the toolkit. Its robust data manipulation and analysis capabilities are unmatched, making it crucial for detailed financial analysis, budgeting, and reporting.

These tools collectively enhance our efficiency, foster better communication, and ultimately improve the service we provide to our clients.

Q. What's a lesson you've learned in your career that you wish you could share with your younger self?

A. One of the most important lessons I've learned in my career is the value of adaptability and continuous learning. If I could share one piece of advice with my younger self, it would be to embrace change and view it as an opportunity for growth rather than a challenge to be feared.

Early in my career, I often found myself striving for perfection and sticking rigidly to plans. However, I've come to realize that the business world is dynamic, and the ability to pivot and adapt to new circumstances is crucial for long-term success. Whether it's adopting new technologies, shifting strategies in response to market changes, or refining processes based on client feedback, being flexible and open to change can lead to innovative solutions and improved outcomes.

By embracing adaptability, I've been able to navigate the complexities of my role more effectively and drive meaningful progress for both my team and our clients. This mindset has not only contributed to my professional growth but also helped me build resilience and a forward-thinking approach in an ever-changing business environment.

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