Sep 25, 2024
"Things tend to work out if you work hard and do the right thing." - Yusuf Qasim
Company culture is more than a buzzword—it drives innovation, growth, and sustainability. As businesses evolve and scale, maintaining a strong, cohesive culture can be challenging. However, companies like Zelis, a leader in healthcare payments and communications, have proven that with intentional effort, it's possible to nurture a vibrant workplace ethos even as the organization grows from 100 employees to over 2,800.
In our recent conversation with Yusuf Qasim, President of Payments Optimization at Zelis, he shared key insights on what has fueled the company's rapid growth, why culture remains at the heart of its success, and how leaders can build and maintain a positive workplace environment in an industry as complex as healthcare.
The Foundation of Culture: People and Purpose
At Zelis, the commitment to culture starts with people. From the early days of Pay Plus Solutions, the payments subsidiary that evolved into a core part of Zelis, the focus has been on creating a team that values collaboration, entrepreneurial spirit, and a shared sense of purpose. Yusuf emphasizes that the company's culture wasn’t developed overnight—it’s been carefully nurtured, evolving with each milestone the company achieves.
"Culture doesn’t just happen. It’s intentional. It happens because leaders across the company make it a priority," Yusuf explains. "It’s the DNA of the organization. That’s what allows us to see the kind of growth we’ve experienced, and it’s why our people are so passionate about their work."
The Role of Leadership in Nurturing Culture
Leadership is crucial in maintaining a company culture that thrives, even through rapid scaling. According to Yusuf, one of the key aspects that sets Zelis apart is the collective commitment of its leaders, including CEO Amanda Eisel and the company’s operating committee, to keep culture at the forefront of decision-making.
"As leaders, we’re responsible for doubling down on culture. It’s our job to create an environment where people can bring their best selves to work every day," he says. This involves not only talking about culture, but actively participating in it—whether through regular check-ins with employees, fostering open communication, or ensuring that even in a large organization, the entrepreneurial spirit that characterized the company’s early days is still alive.
Balancing Growth and Culture
One of the biggest challenges for any rapidly growing company is maintaining the tight-knit, agile culture that often defines early success. At Zelis, Yusuf acknowledges that scaling from a small team to an organization of thousands has required intentionality, but it’s far from impossible.
He notes that growth doesn’t have to dilute culture—it can enhance it, as long as the right measures are in place. "We’ve gone from 100 to 2,800 people, but we’ve been able to maintain our entrepreneurial energy. You have to make sure those relationships remain strong, even as you grow."
Part of this involves ensuring that employees are aligned with the company’s broader goals and values, while also empowering them to take ownership of their roles. At Zelis, fostering a sense of shared purpose has been key to maintaining a motivated workforce that feels connected to the company’s mission.
The Importance of Mentorship and Leadership Development
For Yusuf, mentorship has been a critical element of his own professional journey, and he believes it’s equally important in fostering a strong company culture. He encourages young professionals to seek out mentors who can not only provide guidance but also challenge them to grow.
"Mentorship is a two-way relationship. It’s not just about receiving advice; it’s about being open to learning from each other. Some of the best mentors are those who give you tough love because they genuinely care about your success."
Within Zelis, mentorship and leadership development are integral to building a culture where employees feel supported and valued. By investing in the growth of its people, the company has been able to retain top talent and foster long-term loyalty.
Fostering a Positive Work Environment in a Complex Industry
Healthcare payments are one of the most complex sectors, with many companies struggling to balance innovation with the administrative burden that often comes with the territory. However, at Zelis, the focus on creating a positive work environment has been instrumental in helping the company navigate these challenges.
Yusuf describes the healthcare industry as "slow to adopt" regarding back-office modernization, but he’s confident that the right culture can spark change. "You wouldn’t think you’d have these relationships at work, but we’ve created an environment where we support each other, even in tough times. It’s about having fun, staying motivated, and being proud of the work we do."
Looking Ahead: The Future of Culture at Zelis
As Zelis continues to lead in the healthcare payments space, Yusuf and the leadership team are committed to preserving the company’s culture. They recognize that while financial success is important, it’s the relationships and the sense of purpose within the organization that truly drive long-term success.
"Culture is what brings the energy and enthusiasm that makes people excited to come to work every day," Yusuf says. "When you get on a call or walk into a meeting, and you can vibe with your team—that’s when you know you’re in the right place."
In an industry that’s often bogged down by bureaucracy, Zelis is proving that with the right culture, a company can not only survive but thrive—while making a meaningful impact on the healthcare system along the way.
Key Takeaways for Leaders:
- Be Intentional About Culture: Strong culture doesn’t happen by accident. It requires continuous investment and commitment from leadership.
- Foster Relationships: Relationships are the backbone of a thriving company culture, whether through formal mentorship or organic team building.
- Empower Employees: Give your team the autonomy to innovate, collaborate, and take ownership of their work. It’s the key to maintaining an entrepreneurial mindset as your company grows.
- Lead with Purpose: Financial success will follow when employees feel connected to the company’s mission and are motivated by more than just numbers.
By prioritizing people and purpose, businesses can build a resilient culture that not only attracts talent but also sustains growth—even in the most challenging industries.
