On this episode of the Lead Up Podcast, host Mike Harbour talks with Joel Sylvester, Partner and Chief Client Officer at Five Star Call Centers, about leadership, workforce challenges, and how AI is transforming recruiting, training, and coaching across large, distributed teams.

For healthcare leaders facing staffing shortages, rising labor costs, and the need for consistent patient experience, this conversation explores practical ways technology can support frontline teams.

Joel shares how AI can dramatically speed up hiring and improve candidate fit by converting resumes into applications, enabling voice-based job applications, instantly screening candidates, and conducting avatar-based interviews. These tools can reduce time-to-hire by up to 70% while improving the experience for both candidates and hiring teams.

The discussion also explores how AI-powered analytics can help leaders coach and retain employees more effectively. By analyzing recorded interactions, sentiment, and speech patterns, organizations can identify performance gaps, predict retention risks, and provide real-time coaching and personalized training.

Mike and Joel also discuss how healthcare organizations can use AI to rapidly build SOPs, knowledge bases, and training resources, helping teams scale through complexity, maintain compliance, and close critical skill gaps across departments and locations.

If you’re a healthcare leader looking for ways to strengthen your workforce, improve operational consistency, and leverage technology to support your teams, this episode offers practical insights you won’t want to miss.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike also encourages you to reach out at Mike@harbourresources.com to share your thoughts on the episode or suggest topics you’d like covered in future conversations.

In this episode of the Lead Up Podcast, host Mike Harbour shares four non-negotiables that prevent most leadership failures, arguing that most performance problems stem from management shortcuts made months or years earlier.

He outlines the fundamentals: select with intent, create clarity at the edge, lead through rhythm, not rescue, and develop through truth. Mike emphasizes that hiring is a leadership act and that bad hires carry major costs, while clear, documented expectations and strong onboarding prevent misalignment and conflict.

He explains that consistent leadership rhythm (especially protected one-on-ones) builds trust, engagement, and retention, and that leaders should coach before crises arise. Finally, he stresses frequent, specific, balanced feedback to build psychological safety, prevent surprises in reviews, and accelerate growth through truth delivered with care and consistency.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him at Mike@harbourresources.com to share your thoughts on this episode and suggest topics you would like him to cover in the future.

In this episode of the Lead Up Podcast, host Mike Harbour welcomes longtime healthcare executive Michael Korpiel for a conversation on values-based leadership in today’s hospital environment.

Michael shares insights from a career spanning public, private, academic, and faith-based health systems, including his experience as an interim CEO and how that season reshaped his leadership approach. The discussion explores the power of permission in leadership, the difference between long-term planning and decisive execution, and how servant leadership creates sustainable operational results.

They examine what it means to lead a service-driven organization under financial and workforce pressure, why culture is never an HR initiative but a CEO responsibility, and how mission and values must move beyond statements on the wall to daily operational decisions. Michael also discusses the importance of leader visibility, physician engagement, continuous improvement, and building an organization you would trust with your own family’s care.

The episode closes with practical reflections for the next generation of healthcare leaders on anchoring to values, building trust across all levels of the organization, and leading with both clarity and humility in a high-pressure industry.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him at Mike@harbourresources.com to share your thoughts on this episode and suggest topics you would like him to cover in the future.

In this episode of the Lead Up Podcast, host Mike Harbour welcomes Anney Perrine, Partner and Senior VP of Growth at Palm Health, for the Elite Leader Series

The conversation explores how Palm builds leadership capacity and culture through director self-development, cross-department accessibility, leadership training, frequent check-ins around personal values, and shared frameworks like the five dysfunctions of a team. Annie also outlines Palm’s focus on “caring and collaboration,” reinforced through five North Star metrics and day-to-day behaviors that support member retention.

They discuss employee retention strategies, including treating employees as individuals, building community across diverse teams, celebrating wins at individual, team, and organizational levels, and hiring for values fit using a temperament and character assessment emphasizing cooperativeness and reward dependence. Annie closes by emphasizing meaning and purpose as central to sustainable performance, employee engagement, and the future of organizational culture.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him through Mike@harbourresources.com to share your thoughts on this episode & to share some topics you would like him to cover in the future.

In this episode of the Lead Up Podcast, host Mike Harbour discusses why culture is a performance strategy and highlights a gap between employees who value strong culture and leaders who actively protect it.

Drawing from research and ideas referenced in his book, ‘Quit Losing Talent,’ Mike walks through 8 “silent” culture killers that often become normalized. For each culture killer, he outlines how it shows up in organizations, the cost to trust, engagement, decision speed, and retention, and the leadership shifts needed.

Mike closes by challenging leaders to identify which of these issues they’ve normalized and invites listeners to share the episode and discuss it with their executive teams.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him through Mike@harbourresources.com to share your thoughts on this episode & to share some topics you would like him to cover in the future.

In this episode of the Lead Up Podcast, host Mike Harbour talks with Hollie Johnson, Chief Operations Officer for Good Samaritan Hospice, as part of the Elite Leader series.

Hollie shares her journey into healthcare leadership and discusses the importance of values-based leadership, emphasizing the role of character and empathy in building resilient teams. The discussion covers Holly's experiences in navigating cultural transformations, talent development, and her strategies for maintaining employee engagement and retention.

Key insights include the significance of clarity, repeated communication, and the reinforcement of values to foster a strong organizational culture. Hollie also highlights the critical role of effective hiring processes and continuous leadership development in creating environments where excellence is sustainable and care remains compassionate.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him through Mike@harbourresources.com to share your thoughts on this episode & to share some topics you would like him to cover in the future.

In this episode, Mike Harbour and Robert McPhee collaborate on a co-podcast to discuss values-based leadership. The conversation dives into McPhee's book 'Living A Values-Based Life' and explores how aligning personal and organizational values can drive better leadership and decision-making.

They share personal stories and practical frameworks to help leaders identify and live their highest values, ultimately enhancing team culture and engagement.

Tune in to gain actionable insights on implementing values in both personal and professional life for more effective leadership.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him through Mike@harbourresources.com to share your thoughts on this episode & to share some topics you would like him to cover in the future.

Learn more about Robert here.

In this episode of the Lead Up Podcast, host Mike Harbour delves into effective strategies for attracting and hiring top talent in the healthcare industry.

Mike emphasizes the importance of 'who' decisions over 'what' decisions, illustrating this point with a cautionary story of a misfit hire in a regional hospital.

He introduces a structured approach to vetting candidates for cultural fit, resilience, and values alignment, and offers actionable advice on revamping job ads, conducting team interviews, and proactive onboarding.

If you enjoyed this episode, be sure to leave a 5-star review on your streaming platform. Mike encourages you to reach out to him through Mike@harbourresources.com to share your thoughts on this episode & to share some topics you would like him to cover in the future.