G. Michael Smith

About G. Michael Smith

I\'m passionate about making healthcare feel a little more human — and a whole lot easier. At ZERO Health, I lead an incredible team of Personal Health Assistants who help members navigate care with clarity, compassion, and $0 out-of-pocket costs.With 25+ years in customer experience and contact center leadership, I believe the best member experiences start with empowered teams. My focus is simple: equip people with the tools, trust, and autonomy they need to do their best work — and create moments that matter.When I’m not championing access to care, I’m likely experimenting with new dry rubs, grilling something over open flame, or perfecting a classic cocktail (my Vodka Martini game is strong).

Experience

1. Director of Member Experience at Zero Health Customer Champion Culture Builder Healthcare

   Zero.Health

   Feb 2018 — Present · Tulsa, OK, US

   Lead a high-performing team of Personal Health Assistants (PHAs), ensuring seamless member support across phone, email, chat, and fax channels.Drive customer experience strategy, optimizing service delivery to provide members with $0 healthcare solutions while reducing confusion around care navigation.Empower PHAs by providing them with the tools, autonomy, and training needed to create exceptional member experiences.Achieved an industry-leading Net Promoter Score (NPS) of 93, with 94% of members rating ZERO as highly recommendable to friends and family.Implement data-driven process improvements, leveraging member feedback and analytics to enhance service efficiency and quality.Collaborate with internal stakeholders and healthcare providers to streamline referrals, healthcare access, and service delivery.Ensure compliance with HIPAA and healthcare regulations, maintaining confidentiality and trust in all member interactions.

Education

• University of Phoenix

  Business Management

  2001 — 2005