“In 1997, I was starting to develop the confidence to ask important questions about life, like, “Do my glasses really need to be this huge?” Seventeen years later, in 2014, I started at Kaiser Permanente as a customer service representative in the Denver Member Service Contact Center. As an SEIU Local 105 labor leader, I found my passion for innovation through partnership, and I am honored to continue that work today as a consultant with KP Colorado’s Patient Experience team.”
Lilian (Lily) Cates, consultant, Patient Experience team (Colorado)
