Leading Through Crisis and Continuous Improvement with Jeff Flaks
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In this episode of Becker's Healthcare Podcast, Chris Sosa sits down with Jeff Flaks, President and CEO of Hartford HealthCare, to explore his 22-year journey in healthcare leadership. Flaks reflects on two defining moments in his career: responding to the 9/11 attacks as a leader at St. Vincent’s Hospital in Manhattan and leading Hartford HealthCare through the unprecedented challenges of the COVID-19 pandemic. Both events reinforced his belief in the critical role of healthcare systems during crises and inspired a deep commitment to continuous improvement. He shares how these experiences shaped his leadership philosophy—centered on the mantra 'we’re the best at getting better'—and how he applies lessons from his upbringing as the son of public school teachers and a high school basketball coach to foster team development and organizational culture. Flaks also emphasizes the underrated leadership skill of 'managing up,' highlights the importance of disrupting the status quo in healthcare, and champions access, affordability, health equity, and innovation as key areas for transformation. His optimism, authenticity, and relentless drive to improve both patient care and employee growth define his vision for the future of healthcare.
Leadership during crisis reveals the best in people and reinforces the hospital’s central role in community response.
The mantra 'we’re the best at getting better' should guide every healthcare organization’s culture and operations.
Managing up is a critical, often overlooked leadership skill that ensures two-way communication and organizational alignment.
Healthcare is at a pivotal moment—AI and innovation offer unprecedented opportunities to solve long-standing problems in access, equity, and cost.
Investing in employee development creates generational impact and strengthens the foundation of healthcare delivery.
Introduction and Career Overview
Chris Sosa welcomes Jeff Flaks, CEO of Hartford HealthCare, and begins the conversation by inviting him to share his professional journey and background, setting the stage for deeper insights into his leadership philosophy.
9/11: A Defining Moment of Courage and Service
“I saw the best in humanity. I truly did in every way.”
Leading Through the COVID-19 Pandemic
“We can't go back to normal. We have to be better than normal.”
The Mantra: Being the Best at Getting Better
“It's not about being the best. It's about being better tomorrow than you are today.”
Leadership Lessons from Coaching and Team Culture
Drawing from his upbringing and family background, Flaks explains how coaching principles inform his leadership style, emphasizing team development, individual motivation, and the power of collective achievement in healthcare.
“This is the best time we've ever had in health care. We've never been able to get better, faster than we can right now.”
“We can't go back to normal. We have to be better than normal.”
“I saw the best in humanity. I truly did in every way.”
Host
Guest
Hartford HealthCare
organization
Jeff Flaks
person
COVID-19
other
St. Vincent's Hospital
organization
9/11
other
Elliot Joseph
person
Memorial Sloan Kettering
organization
George Washington University
organization
Detroit Medical Center
organization
National Alliance for Workforce Development
organization
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