L EAD WITH P URPOSE ple different ways.'' Backing words with actions is essential; doing right by your people. Purpose then comes together by demonstrating to your employees that you care about them, and they in turn reflect that care to their customers by delivering superior service. As Spiegel- man says, ``There is a link between building a people-focused organi- zation and driving better outcomes and results for your customers.'' 18 Call center work is less than glamorous, yet it is vitally important to patient care. As Spiegelman explains, ``We connect people to health care by making appointments with physicians, signing people up for community education programs, and making post-discharge calls to patients.'' To work effectively, call center employees need to under- stand how their work ``can improve the patient experience outside the four walls of the hospital.'' 19 Linking purpose to results through employee engagement is some-