Member Video: Celebrating new beginnings: How we connect maternal members to care and community resources

Every new beginning deserves a bright start. That’s why our Bright Beginnings and Community Connections teams collaborate to host community baby showers for our maternal members across Upstate New York.

“We put our members – who in this case are new or expecting parents – at the center, caring for all their needs,” says Latoya from Excellus BlueCross BlueShield. “We work with everyone who may be involved with the patient, including community-based organizations and providers, to ensure the member’s care plan is followed for a healthy pregnancy.”

The Community Connections team is a non-clinical outreach team, designed to locate and help members in need.

Excellus BlueCross BlueShield Bright Beginnings and Community Connections Team Members.

“Our job is to assist them with resources and connect them back to our case management department and with providers. We help schedule appointments if needed. We are here to ensure our members live healthier more secure lives,” says Sylvia from Excellus BCBS.

Members talk one-on-one with our specialists.

Our baby showers are an opportunity to support and empower new and expecting parents by bringing together health resources, wellness education and local organizations aimed to provide them with the tools they need to prepare for a new baby, while strengthening their understanding of maternal and infant health.

“As a first-time mom, attending a baby shower has given me the peace of mind to know I’m getting my questions answered, become informed about what to expect when the baby is born and having access to all these community resources is so amazing,” says Jordan, an Excellus BCBS member from the Rochester area.

Members received some goodies and educational information from our vendors.

“We are not only passionate about what we do, but we enjoy what we do. The success stories that come out of our engagement with our members is nothing short of heartwarming,” says Latoya.

“To see the impact and how much we are making a difference in their lives and to see them walk out with smiles, it just feels like we are helping them to have a great step forward in this new chapter in their life,” adds Dajia from Excellus BCBS.

Learn more about the impact Bright Beginnings and Community Connections is making in our communities in this video.

I joined a meeting and found my new best friend

“It has been common for me in other workplaces to be the only brown person or Indian person,” notes Archana (Archie) Nair, Excellus BlueCross BlueShield internal communications associate. Archie grew up in India and moved to the United States in 2014. “I’ve always tried to go out of my way to find other people from my culture. I love Bollywood movies, so if I can find someone to talk to about that, or someone who listens to the same music or understands the same sort of cultural references, I always try to seek out those connections.”

Akshi Agarwal, Excellus BCBS actuarial analyst, shares a similar story having moved to the U.S. from India in 2018. Like Archie, she was also seeking connection to her culture. “It is comforting to find people who look like you and that understand some of the same things that only people from the same culture would understand,” explains Akshi.

Finding that connection

Archie and Akshi at a local Holi celebration.

They both found that connection through the Asian Employee Resource Group (ERG), one of 10 Employee Resource Groups at Excellus BCBS under the umbrella of the Diversity, Equity & Inclusion department. Akshi heard about the Asian ERG when she first joined the company as an intern. Representatives from each ERG gave presentations explaining what goes on in their respective groups. “The Asian ERG stuck out to me, and I thought I would find some belonging there,” recalls Akshi. Archie remembers being immediately drawn to the Asian ERG through stories she’d seen on the company’s internal website highlighting various cultural celebrations. “There hadn’t been any other job where I saw a lock screen saying, ‘Happy Holi’. There are active efforts of recognizing people’s backgrounds and cultures at our organization,” says Archie.

The beginning of a great friendship

The two formed an unexpected friendship during one of the Asian ERG meetings about the celebration of Holi, an ancient Hindu festival also known as the Festival of Colors. In the chat, Archie sent a message recalling as a child how she used to throw water balloons as part of the Holi celebration. Akshi remembers doing this same thing as a child. The two bonded over this shared experience. They made plans to meet up at a celebration of the holiday that was happening locally and from there they became great friends. They often spend their weekends trying out local Indian restaurants, watching movies, and they are even planning a road trip. “It is hard to make friends as an adult,” shares Archie. “The ERG is a great way to meet others. It has enhanced my social life for sure.” Akshi agrees, noting that if someone is part of the Asian ERG, it feels easier for her to reach out to them.

The importance of being represented

Beyond their friendship, the ERG has brought meaning to their lives in other ways. “It is really empowering to see two Asian people lead the meeting,” shares Akshi. “I feel represented.” The connections that the ERG fosters combined with the company’s recognition of various cultural celebrations and holidays has created a positive experience. “When you don’t see other people like you, it can make you wonder if you are filling a diversity quota. That’s not how I feel at all here,” shares Archie. “I know everyone respects me and wants me to feel like I belong.”

A resource for continued learning

One of the goals of the Asian ERG is to promote inspiration and awareness of cultures. “It encompasses a lot of different cultures from East and South Asia,” notes Akshi. The group hosts monthly presentations on different topics and cultural celebrations. “They make the presentations fun, and you hear real life stories of how people celebrate,” she adds. “There are a lot of things I didn’t know about, like lunar new year. It has been a great resource for continued learning,” says Archie. Another goal of the Asian ERG is to facilitate professional development. The group brings in guest speakers from other groups throughout the organization, such as Toastmasters.

Just join a meeting

Introducing yourself to new people can be intimidating and challenging for some people. ERGs offer a safe space and some commonality to help make these connections. “It is easy to make assumptions about what being part of an ERG might be like, just join a meeting and see,” advises Archie. “And don’t be afraid to chime in and talk, you never know, you might meet your next best friend.”

About the Asian ERG

The Asian ERG was established in 2011 with the mission to leverage the diversity of the organization’s employees to improve business performance and make Excellus BCBS a great place to work.

Excellus BCBS partners with REACH Kidney Care to improve chronic kidney disease management

“When you think about chronic kidney disease, it affects so many people,” explains Dr. Kathleen Robischon, VP of Medical Affairs and Clinical Services at Excellus BlueCross BlueShield. “Any interventions we can take to slow the progression of the disease are a plus.”

People are diagnosed with chronic kidney disease (CKD) when their kidneys are damaged and unable to perform their normal function of filtering blood. The National Institutes of Health estimates that 1 in 7 adults has a form of CKD. As the disease progresses, kidney function continues to decline.

“When managing chronic kidney disease, we want to reduce risk factors, limit damage to the kidneys and slow progression of the disease,” adds Dr. Robischon. “We provide care management for members with chronic kidney diseases stages 1 through 3. When a member moves into stage 4, we offer the support of REACH Kidney Care.”

How REACH Kidney Care helps

REACH Kidney Care* is a kidney health management program designed to help members with stage 4-5 chronic kidney disease navigate services and follow their physician’s treatment plan. Members work one-on-one with a multi-disciplinary care team that provides personalized support to help members make the most of their care and manage their CKD. The REACH program is offered virtually, over the phone and in-person at no cost to members that have this benefit included in their plan. The goal of the program is to improve care while delaying the need for more costly interventions such as dialysis.

“We are pleased that our eligible patients have the opportunity for additional support and resources,” explains Dr. Philip T. Ondocin of Nephrology Associates of Syracuse, PC. “We encourage all patients to maximize their insurance benefits to support their kidney function and slow down the progression of their disease.”

Caring for a loved one with kidney disease

ElenaMarie Burns, Excellus BCBS Provider Programs Project Coordinator, faced the challenges of navigating CKD when her father suffered a stroke in his 50s that led to the discovery that his kidneys were not functioning properly.

As his primary caregiver, her father’s CKD diagnosis marked a significant change in ElenaMarie’s life. “We had to uproot everything because he could not take care of himself,” she explains. This meant giving up her full-time job and moving with her young son to her father’s house to provide the care he needed.

She remembers times when her father would stop taking his medication or resist following the doctor’s dietary instructions. “We didn’t have someone to sit and talk to him, like a care management team, that would say ‘hey let’s take a look at all the medications you are taking, hey let’s find out what is going on here’… to have that collaboration of care. I think he could have benefited from that,” says ElenaMarie.

Within a couple of years of diagnosis, her father began dialysis, which eventually meant waking up early and traveling in a medical van to the hospital multiple times each week. “The dialysis really did a number on him,” explains ElenaMarie. “This was a very robust individual and seeing him go down to 140 pounds in the end, he did not look like my dad anymore.”

Support for managing CKD

Dr. Robischon notes that ElenaMarie’s experience is not uncommon as patients and caregivers often face challenges managing multiple medications and doctor’s visits. “There is a lot of information and responsibility that falls on the patient to try to keep track of all of this,” says Dr. Robischon. “REACH works to help support our members and make sure they are getting their labs done and following up with medications and more.”

These care management services were not available when ElenaMarie was caring for her father. Knowing what is available to patients and caregivers now, she says, “I think that education [provided by the care management team and REACH Kidney Care] would have given my father a better quality of life.” And she sees the benefit it would have brought to her as a caregiver. “Having the support and a cheerleading squad pointing me in the right direction would have been so important.”

*REACH Kidney Care is an independent not-for-profit that offers kidney disease management support to Excellus BlueCross BlueShield members.

Tia cares about wellbeing

Be safe outdoors – What you need to know about Lyme disease

Summer is a time to work in the garden, visit the dog park, or hit the bike path. It is also a time to be aware of tick-borne illnesses including Lyme disease, and ways to avoid them. Infected ticks can be found across the Northeast, including in upstate New York.

“Lyme disease is a bacterial infection caused by the bite of an infected deer tick,” says Lorna Fitzpatrick, MD, vice president of medical affairs and senior medical director at Excellus BlueCross BlueShield. “Untreated, the disease can cause health problems, including severe headaches, painful arthritis, swelling of the joints, and heart and central nervous system problems.”

Treatment with antibiotics, when the infection is identified early, can result in a quick and complete recovery, according to Fitzpatrick. The big issue, she says, is that Lyme disease often goes undiagnosed, which can lead to chronic symptoms that are hard to resolve.

Preventing tick bites is the best way to protect against tick-borne illnesses. The New York state Department of Health offers these tips:

Know where to expect ticks.

Ticks like shady, moist areas at ground level. They cling to tall grass, brush, and shrubs, usually no more than 18-24 inches off the ground. They also live in lawns and gardens, especially at the edges of woods. When gardening, keep long hair tied back. When hiking, stick to well-cleared paths.

Reduce ticks in your yard.

Keep lawns mowed and edges trimmed. Clear away brush, leaf litter, and tall grass from around the house and at the edges of gardens and stone walls. Stack woodpiles neatly away from the house, and preferably off the ground. Keep the ground under bird feeders clean so as not to attract small animals that can carry ticks into your yard. Locate children’s swing sets and other play equipment in sunny, dry areas of the yard, away from the woods.

While outside, dress to protect.

Wear light-colored clothing with a tight weave to spot ticks easily. Wear enclosed shoes, long pants, and a long-sleeved shirt. Tuck pant legs into socks or boots, and shirts into pants. Check clothes and any exposed skin frequently for ticks.

Consider using repellent.

The NYS Health Dept recommends using EPA-registered insect repellents. For skin, products that have DEET (20% or more) or picaridin (5 to 20% of the active ingredient) can be applied.

For clothes, shoes, and camping gear, treat, or purchase pretreated clothing with permethrin, but never apply permethrin to skin.

After being outside, check yourself and your clothes.

Do a final, full-body tick check at the end of the day (also check children and pets) and remove ticks promptly. If available, put your clothes in a dryer on high heat for 15 minutes to kill any ticks that may be on them.

The New York State Department of Health has more information on Lyme disease, online at Ticks & Lyme Disease – A Guide for Preventing Lyme Disease (ny.gov).

With the support of my leader, I found time in my busy schedule for development

Excellus BlueCross BlueShield Customer Care supervisor Malerie Serley’s development journey began shortly after joining the company in 2019. “I joined the organization without any knowledge about health insurance,” Malerie explains. She started as a Customer Care advocate. “The reason I pushed my development was because I knew Excellus BCBS was a great company to work for and I really wanted to begin a career there.”

Desk time made it possible

She was committed to taking on as many learning opportunities as she could while balancing the challenges of a tight schedule helping members on the phone. “I would utilize my desk time as often as I could and any courses that were interactive or offered only at a certain time, I would work directly with my leader to get the time I needed,” shares Malerie. Excellus BCBS Customer care advocates have one or two hours each week referred to as “desk time” where they are off the phones for training and other development opportunities, but more time can be requested. “We have a workforce management team that does scheduling and forecasting so we know ahead of time what the day is going to look like. With that information, we know if there is desk time available,” she adds.

She found her way through mentoring

One development opportunity that had a great impact on Malerie was mentoring. “I did a mentoring pilot program. I had a mentor that was a supervisor in the Claims department, and she helped me figure out that I wanted to be a leader.” Mentoring is now available to all employees. “I have an advocate on my team who is currently participating in mentoring. She coordinates with her mentor and then lets me know what time she needs. She then puts in a request through our workforce scheduling tool,” shares Malerie.

The value of connecting with colleagues

Throughout her career, Malerie has requested time for a variety of development opportunities including LinkedIn Learning, classes on the company’s internal platform, and interactive sessions. She encourages others to take advantage of the interactive courses where you can connect with fellow employees virtually. “I think these courses are good personally and professionally,” says Malerie. “These sessions are a great opportunity to break up your day-to-day routine and push out of your comfort zone, get in front of people and network.”

Some good advice and a little encouragement

Malerie offers this advice to anyone looking to take advantage of development opportunities – “Use your time wisely to see what development resources are available. Check in with your leader to let them know what you are working on with your development. Make sure development is a part of the 1:1 conversation.”

She has always felt encouraged and supported by her leaders, even as she has taken on more robust development opportunities such as the organization’s Enterprise Succession Program (now Enterprise Mobility Program), where individuals are invited to participate in a 7-month long intensive leadership program. “I worked with my supervisor to figure out how much time I would need off the phones to focus on the course and follow up work,” she notes. “Most leaders are willing to make any adaptation to schedules when it comes to those types of development opportunities.”

Finding your career path can sometimes be difficult, especially with so many options available. Malerie recommends taking advantage of shadowing opportunities to explore the many paths available and figure out which direction is right for you. Whether an employee’s goal is to become a leader, move laterally into another area of the company, or build new skills, there are so many development opportunities offered at Excellus BCBS that can help them grown both personally and professionally.

Job opportunities

Are you looking to take the next step in your career and make a difference in others’ lives?

We have the right fit for you. Positions are available in many departments including Customer Care, Operational Excellence, Marketing and Sales, Information Technology, and more. Check us out at careers.excellusbcbs.com. Get to know our people and our values, and grow your relationship with us. For more information, reach out to Director of Talent Acquisition Jason Helsdon at Jason.Helsdon@excellus.com.

Leigh Ann can do it and have fun!

My Lifetime Story: Taking Steps Towards Health Equity

A Healthier Upstate Contributor

As part of Melissa Klinko’s professional development, she was able to enroll in an online Harvard business course, fully sponsored by Excellus BlueCross BlueShield, that specifically focused on addressing and reducing health care disparities. Little did she know that this experience would open her eyes to the underlying causes of these disparities and provide her with real-world examples and case studies.

*Melissa Klinko is a corporate communications manager for Excellus BlueCross BlueShield*

My New Perspective

During the course, Melissa gained a new perspective on healthcare and realized the impact of unconscious biases. It was a moment of self-reflection when she recognized that she had assumed the doctor she was seeing was Asian based solely on her last name. However, upon meeting her, she discovered her assumption was incorrect. This incident made her acutely aware of the unconscious biases we all carry and the importance of addressing them to provide equitable care to all individuals.

Melissa’s awareness of disparities in healthcare was further heightened by her brother’s experience. As an adoptee from Korea, he often faces the expectation that he should be able to speak Korean. This expectation becomes frustrating, especially in certain situations. Language barriers are one of the biggest obstacles in healthcare, leading to a lack of care and confusion regarding medications and next steps in treatment. This realization solidified her belief that health equity is crucial in bridging these disparities.

Recognizing and Educating

By recognizing and addressing systemic racism and biases, we can ensure that everyone receives the care they deserve. It is through educational opportunities like the Harvard Business course, that we can contribute to closing the gaps in healthcare.

Melissa shared that one of the most intriguing aspects of the course was learning about the Kotter method, which helps identify organizational gaps and needs. This method helps to create a vision for change and implement an executable strategy to reduce disparities. Additionally, the course emphasized the importance of collecting and analyzing data unique to underserved populations. By utilizing this data, we can effectively inform and drive meaningful change.

“I am grateful to work for a company that values health equity and actively supports its employees in recognizing disparities in healthcare and education. By providing resources and fostering awareness, our company ensures that we are aware of how situations are perceived and how we can contribute to making a positive difference.”

We Care About Health Equity

Melissa’s experience sheds light on how Excellus BCBS goes above and beyond in fostering a culture of continuous learning and support for their employees.

Are you interested in joining the Excellus BCBS team?

Richard models inclusion, diversity, equity and access.

Picture of a mom holding a baby up over her head

Maternal Mental Health Month: Meet the Bright Beginnings team

Each year, May marks the start of Maternal Mental Health Month. According to the National Alliance on Mental Illness (NAMI), Maternal Mental Health refers to a mother’s overall emotional, social, and mental well-being, both during and after pregnancy. We recognize this month to spread awareness, support, and to encourage the availability of resources for mothers throughout the world.

7 years ago, Lyndsay is driving her newborn to the doctor’s office. As a brand-new mom, she claps her hands to check her baby’s alertness, looking repeatedly to ensure her baby is breathing during the entire 10-minute drive. Upon arriving to the office, she checks with her doctor about her concerns. They reassure her this is “typical,” just another symptom of new motherhood, or the “baby blues.” Lyndsay leaves the office feeling confused, with a feeling in her gut that something isn’t quite right.

Experiences like Lyndsay’s affect mothers worldwide. While awareness is still growing, today, we know that worldwide about 10% of pregnant women and 13% of women who have just given birth experience a mental disorder, with the most common being depression. These statistics also show a staggering health disparity for women of color. According to the U.S. Department of Health and Human Services, 30-40% of Black, Hispanic, American Indian, or Alaska Native women do not get the prenatal care they need. This is where programs like Bright Beginnings make a huge difference, stepping in to fill necessary gaps in care like transportation, resources, and provider referrals to help new parents to effectively care for themselves and their mental health.

Solutions for People Who Hate Kids' Music

As a Licensed Social Worker with the Health Plan, Lyndsay recognizes these gaps, and now works persistently to ensure members receive the care they need while pregnant or postpartum through the Bright Beginnings program. Working with individuals who need anything from resources and transportation to treatment for post-partum psychosis, Lyndsay approaches each member with respect and a listening ear.

“I say, ‘tell me your barriers. You can’t get there? Let me find telehealth. You can’t afford it? Let me find someone who does a sliding scale,’ just really trying to make sure that I’m able to give them all the resources and options that I can give them.”
-Lyndsay, Case Manager

The Bright Beginning program, led by Kara Traverse, includes a team of Licensed Social Workers and Registered Nurses who meet with members referred by area doctors and hospitals, family, and even members themselves. They contact the member, listen to their concerns, and screen for depression and anxiety. From there, the case manager assesses and makes appropriate recommendations, providing resources for transportation, education, mental health support, and more.

Above all, the Bright Beginnings team stands out as a remarkable group of compassionate and experienced health care professionals. In fact, Kara remarks that the team compiled their work experience, saying they collectively have “over 102 years of maternal health experience” on their team.

Excellus BCBS recognizes the gaps in maternal mental health awareness, and the need for more equitable healthcare for members and the community at large. The Bright Beginnings program is just one of a few programs aimed at combatting these issues. We also collaborate with community-based partners which are committed to increasing maternal health care awareness and availability. From breast pump and pregnancy education to mental health screenings and arranging visits to the hospital and pediatrician, the Bright Beginnings program enlists licensed social workers and registered nurses to help parents stay on track, caring for themselves and their children.

Excellus BCBS also supports programs for maternal mental health run by community-based organizations in our regions. Some of these efforts include: Seven Valleys Health Coalition’s Post Partum Doula Support and Doula Partnership, Contact Community Services’ Maternal Mental Health Follow Up Support, and Integrated Community Alternatives Network’s Maternal Health Equity for Pregnant Homeless Teens.

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