Tag: Featured

Starting off right in a hybrid work environment

Starting a new job, at a new organization, typically comes with some nervousness and uncertainty. But what if you were going from a traditional office-based work environment to one where going to work simply meant staying home and turning on your computer.  Gina Tonello, Excellus BlueCross BlueShield communications analyst who provides support to Chief Administration Officer Lisa White, experienced this when she joined Excellus BCBS earlier this year.

Aida Byrne, Director, Communications and Regional Markets and Gina Tonello, Communications Analyst.

The journey begins

Her journey began by applying online, followed by an interview conducted using Microsoft Teams. “I had no trouble applying or interviewing remotely,” explains Gina. “My interviewers made sure to make the process simple by sending me an easy link that worked on the first try.” Gina found the process of applying online easier than the traditional method of sending in paper copies of a resume and cover letter. Her journey began by applying online, followed by an interview conducted using Microsoft Teams. “I had no trouble applying or interviewing remotely,” explains Gina. “My interviewers made sure to make the process simple by sending me an easy link that worked on the first try.” Gina found the process of applying online easier than the traditional method of sending in paper copies of a resume and cover letter.

After accepting the position, Gina received an invite to attend two remote onboarding sessions. “The two-day onboarding process was intimidating but it always is, whether in person or online,” notes Gina who is a member of the Excellus BCBS Corporate Communications Department.  “I was especially nervous to set up my equipment alone, but I was sent very explicit instructions that were basically no-fail, which included a phone number for unexpected challenges, but I didn’t encounter any.”

Adapting to technology

Technology is vital when working in a hybrid environment. Excellus BCBS relies on email and Microsoft Teams to communicate, and Microsoft SharePoint to share information across the organization and work collaboratively. “I was nervous because I had never worked remotely before and did not know Teams, nor was I familiar with SharePoint,” says Gina. She relied on assistance and advice from the training team to quickly bring her up to speed on these technologies.  She also worked in person alongside her teammate, Excellus BCBS Central New York Communications Manager Ted Byrnes, once a week, to perfect her use of the technology and receive support in her new role. “My coworkers are so accommodating and will go above and beyond when I have questions,” says Gina.

Making connections

Perhaps one of the most challenging aspects of a hybrid work environment is establishing connections with fellow employees.  “My manager, Aida Byrne, director, communications and regional markets, set up multiple one-on-one sessions with people I would need to get to know as soon as possible,” recalls Gina. “I found these one-on-one meetings to be an amazing gift.”

Dedicating time to get to know fellow employees was a new experience for Gina and she felt that in some ways she formed better connections online than she had previously in person. “I’ve done about 50 one-on-ones in the three months I’ve worked for the company.”

The beauty of a hybrid work environment is that it blends remote work with in-person opportunities. “My fourth day on the job was taco day in the office,” remembers Gina. “I went into the office and got to meet my manager and some of my co-workers in person. I was also able to meet and talk with Excellus BCBS President & CEO Jim Reed.” Gina typically spends one day each week working in the office and attends in person team meetings. “While I love working remotely, meeting with coworkers in person is always rewarding.”

With prompting from her manager, Gina quickly dove into a project that allowed her to meet the leadership within her division. “I was getting constant feedback and advice my first few weeks,” notes Gina. “My experience has been terrific. I’ve been trained on the platforms I need to know and where to find online trainings or who to call when I need help.”

For employees who are new to the hybrid environment, Gina says, “The best tip I have is to do one-on-ones. They can be intimidating and nerve wracking, but I was never sorry at the end of each half hour meeting.”

A hiring manager’s perspective

Changing from the traditional method of face-to-face interviews and in person onboarding can also be challenging for the hiring manager.  Having a plan, getting support, and knowing where to find resources are vital to successful onboarding in a hybrid environment.

Be prepared

Aida Byrne, director, communications and regional markets, walks us through her experience hiring and onboarding Gina.  “I think that with any onboarding, the leader needs to be prepared to spend a great deal of time getting them acclimated into the organization, division, department, and direct team,” shares Aida. “It’s important to make time for daily check-ins to level set things for a new hire. Being there to answer Gina’s questions or to find the right person to answer them, helped put her at ease and feel more comfortable in her new role.”

Aida turned to some of the many resources available from the Excellus BCBS Human Resources Department to help guide her through the process.  She also sought out advice and support from others on the team who had been through the process of hiring a new employee in the hybrid environment.

In addition to daily check-ins, she set up meetings between Gina and key team members ahead of time to get her kick-started with connections that she would need. She encouraged in-office time with team members based in her local office in Central New York. “I made sure she felt connected by inviting her to team meetings right from the start and engaging her in conversations – both work-related and social,” recalls Aida.

Simplify with a plan

Starting a new position can feel overwhelming especially when it requires you to learn new technology and adjust to a new work environment.  To help ease the burden, Aida reminded her to take one day at a time and chunk out her work. “She had a 30-60-90-day plan to start her off so she knew what needed to be addressed at the start and then could look long-term for other projects,” says Aida. “Putting some simple things in her 30-day plan also helped… getting her trainings done, meeting her team members, understanding the technology she would be using.”

Make space for conversation

Leveraging the hybrid aspect of the Excellus BCBS work environment, Aida and Gina benefited from in person meetings. “We spent Tuesdays in the office in CNY together which tend to be the busiest days with other employees,” explains Aida. “We had lunch together, spent time meeting one-on-one, and had great casual conversations that allowed us to get to know one another.”

To learn more about the hybrid work environment at Excellus BlueCross BlueShield visit the careers page.

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.

Maternal Mental Health Awareness

We invite you to join Excellus BlueCross BlueShield in recognizing Maternal Mental Health Month.  Mental and behavioral health issues affect millions of Americans, and the challenge can be even greater for those impacted by mental illness during pregnancy and postpartum. One in eight mothers experience symptoms of maternal depression.  Developing a strong support system and finding treatment for symptoms can help both mother and baby thrive.

According to the Centers for Disease Control and Prevention (CDC), mental health is an important part of overall health and wellbeing. It includes our emotional, psychological, and social wellbeing. It affects how we think, feel, and act. Mental illnesses are among the most common health conditions in the United States. With more than half of all Americans expected to be diagnosed with a mental illness or disorder at some point in their lifetime, almost everyone is impacted by mental illness in some way.

Pregnancy and motherhood come with many challenges from lifestyle to hormonal changes. Each woman’s experience is different. Some adapt to these changes easily, while others may struggle physically and mentally. Maternal mental health disorders typically occur during pregnancy and within the first year after birth.

Identifying the signs and symptoms is an important first step to getting help. According to the Centers for Disease Control and Prevention, symptoms of postpartum depression can include intense sadness, anxiety, and hopelessness, loss of interest in activities, withdrawing from family and friends, or thoughts of hurting yourself of baby.

If you are struggling, you’re not alone and support is available. The National Maternal Mental Health Hotline provides free, confidential support, resources, and referrals from professional counselors to pregnant and postpartum individuals facing mental health challenges 24 hours a day, 7 days a week. Counselors offer support in English and Spanish and interpreter services are available in 60 additional languages. Call 833-943-5746.

The Maternal Mental Health Hotline is not intended as an emergency response line and individuals in behavioral health crisis should contact the 988 Suicide and Crisis Lifeline by calling or texting 988 or chat 988lifeline.org.

Share your story

Sharing stories can be a powerful way to raise awareness about this very important issue. Hear from two courageous mothers and Excellus BCBS employees who are proud to share their stories and encourage others to seek support.

Michelle and her daughter – a thriving college student.

“To say I’m not OK and I need help, shows just how strong you are, because if you’re not here, imagine the light that’s being taken away from those around you,” says Michelle Mack-Hayward, Excellus BCBS Affordability Program Development Specialist.  Michelle experienced the devastating loss of her twin boys at 19 weeks pregnant, followed by a difficult pregnancy with her daughter that included 10 weeks on bed rest in the hospital.  “Having the joy of this beautiful little girl and grieving the loss of my two sons was hard. It took me saying I’m not OK and admitting I need help,” says Michelle. “If my story can help someone get through a rough time, it doesn’t have to be fetal loss, it can just be the hardships of giving birth, motherhood and it’s challenges, and reach out to say I need help, then I will tell it a million times.”  Listen to Michelle’s full story here.

Melinda and her 3-year-old son.

Melinda Coleman, Excellus BCBS Health Care Quality Improvement Manager, knew she just didn’t feel right after giving birth to her son, so she decided to reach out for help. “I felt robbed. I was angry, tired of being in pain all the time and I lost all my confidence,” says Melinda after being pregnant at the height of the pandemic and experiencing a traumatic delivery that left her with nerve damage. “I like to share my story because it may help other mothers to know that things may not go as planned and how to prepare for it,” says Melinda. “If something doesn’t feel right, speak up, talk, you are not alone, and there are resources available to help.” Read Melinda’s full story.

Supporting maternal mental health in our communities

With a goal of reducing racial disparities in maternal health by 50% over the next five years, Excellus BCBS continues to invest in the community, partnering with organizations that are working to improve maternal health outcomes throughout the Health Plan’s footprint.

Multi-year funding has been provided for the following programs:

  • Mount Hope Family Center located in Rochester, NY provides home-based interventions for teen moms to address maternal mental health, parenting and child development, and trauma.
  • Integrated Community Alternatives Network in Utica, NY provides comprehensive prenatal and postpartum care, transitional housing, and a supportive peer community for young homeless women who are pregnant and/or parenting.
  • Oneida Health located in Oneida, NY, began a Women’s Health Behavioral Navigation program designed to bridge the gap between providers, patients, and behavioral health services through a care-coordinated model. The program provides services to address mental health, substance abuse, or age-specific women’s behavioral health conditions of Oneida Health patients receiving care at its Women’s Health office, Lullaby Center, or Emergency Department (ED).
  • Mothers & Babies Perinatal Network located in Binghamton, NY provides home/virtual visits to support new parents with breastfeeding, safe sleep, medical appointments and transportation, insurance & food insecurity through the first year of life.
  • Gerard Place in Buffalo, NY provides education, advocacy, mentoring & clinical tracking of low-income moms by nurse educators.

Keep the conversation going

Excellus BCBS encourages you to keep the conversion about maternal health and maternal mental health going.  If you know someone who is pregnant or has recently given birth, offer to listen.  Visit the CDC’s Hear Her page for helpful resources.

More Mental Health Resources:

Overcoming challenges and reaping the benefits of a hybrid work environment

Carla Fantauzzo, business consultant in the Strategic Programs department, has spent the last 20 years of her career with the Health Plan.  A self-described “people person”, Carla does find herself missing the office setting from time to time.  However, the flexibility provided by the Health Plan’s current hybrid work environment supports Carla’s lifestyle in ways she couldn’t have imagined before.

Carla Fantauzzo

The gift of time

At the start of the pandemic, Carla’s oldest child was 4 years old and her youngest was just under 2 years old.  With her husband working long hours at his family-owned business, life was a challenging balancing act.  “I was always rushing,” explains Carla.  “I would get home at 5:30 in the evening and fit dinner, bath and bedtime into just a couple of hours.”

With the onset of the organization’s hybrid workforce, Carla finds that she can do small tasks like put dinner in the oven or pick her kids up from school with ease. “When I decided to become a mother, I really wanted to enjoy the experience and this work environment allows me to do just that,” shares Carla.  “I get to hear firsthand from my kids how school went that day.”

Leading by example

While she knows that being there for her family is important, she still makes time to fulfill her need for workplace connection.  “I love that I can be in the office if I choose,” says Carla. “The Health Plan has done a great job helping us stay connected.”  Carla has taken advantage of in-person events like the food truck rodeos, ice cream social, Friendsgiving, and team building activities.  “Working virtually was hard at first, but our leadership has led by example, and I never felt pressured to be in the office.”

With children popping up in the background of video calls from time to time, Carla never felt pressure to make excuses for her homelife. “My manager would be at home in her dining room for our one-on-one meetings and that helped me feel more comfortable,” explains Carla. 

Balance and connection

One important factor to Carla’s success in the hybrid work environment was a dedicated workspace.  This realization came about eight months into working from home. “Having my workspace in the basement allows me to separate work and home. The balance is so much better for me,” she says.

Another aspect of a successful hybrid work environment is being intentional about connecting with others.  Carla uses No Meeting Thursdays, two days each month that are free from meetings corporate-wide, to reach out to fellow employees.  She keeps a post-it® note on her desk to remind herself to reach out and connect for a quick 15-minute coffee chat. “I find that it has allowed me to have better conversations and establish meaningful connections,” shares Carla.

Carla, like so many others, has really benefited from the added flexibility of the hybrid environment. “I think it makes us competitive as an employer too, especially with young talent,” she adds.

Unexpected challenges

Stephanie Fraser is the director of sales operations and diversification for the Health Plan.  She has been with the organization for more than 5 years, 3 of those years working entirely in the office.  Her story is a side of the hybrid work environment that we don’t hear as often. “I was really struggling when our workforce went remote,” explains Stephanie. “I never realized how much I was dependent on human interaction to lead and strategize.”

Stephanie Fraser

Stephanie’s active lifestyle living in downtown Syracuse was turned on its head during the pandemic.  Her vibrant downtown neighborhood was suddenly shut down and she couldn’t see friends, family or co-workers.  “I went on pause,” says Stephanie.  Her mindset, like many of ours, was that this wasn’t going to be permanent, and things would return to normal soon, so she put off establishing a new routine.  

Soon, she would face even more change when she began leading the Health Plan’s diversified growth team and acquired a new set of team members. “Not only did I have to figure out my current role, but now I needed to show up for my team in a way I didn’t before,” shares Stephanie. “I had to find new ways to manage myself and hit big goals.”

Finding a new routine

After accepting that this new way of working was here to stay, Stephanie set out to establish a routine.  At first, she focused on getting ready for work the way she had when she was going to the office.  She’d spend time getting dressed and tidying up her apartment so she could be on camera for her calls.  She quickly realized that this routine wasn’t fueling her, she needed something different. “I’m a creative thinker and I feed off of other people’s energy,” notes Stephanie. She recognized that her routine needed to involve connecting with others rather than spending time preparing to be on camera.  “I took for granted how easily those interactions came to me when I was in the office,” she explains. She devised a plan to intentionally connect by reaching out to ten people every Tuesday whom she didn’t know.

Stephanie also spent time reading books and using other resources to learn how to lead and work in the virtual environment. “I needed to figure out how to show up for others again,” she explains. “I became very close with my team and called them every day to ask how I can be a better leader in this new environment.”  Stephanie was vocal about the challenges she faced personally.  She confided in her leader who offered support and understanding.

Thriving in different environments

A key component to Stephanie’s success in the hybrid work environment was the realization that people thrive in different environments and need to support each other. “I realized that some people are at their best at home while others are inspired by people being at a table together,” she explains.  She is grateful that the organization is now in a situation where employees also have opportunities to meet in-person. “Showing up for people like me who like to be in the office does more than some people may realize,” she explains. “Be mindful of how others may benefit from your presence and how it can provide inspiration.”

Throughout her journey, Stephanie gained a new understanding that leading in a hybrid environment requires flexibility to suit different situations.  “I ask my team to be on camera when they can to help build trust,” she explains. “And when we are having a large brainstorming meeting, if people have the ability to be in-person, I encourage them to take advantage of the opportunity.”

To learn more about the hybrid work environment at Excellus BlueCross BlueShield visit our careers page.

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.

Volunteering at the heart of one of the area’s largest races

“It is only a few hours out of your day to make people happy.”  These are the words that drive Kathy Elthorp’s commitment to volunteerism. Her history of volunteering is quite impressive, 35 years with the Herkimer County Fair and 15 years with the Boilermaker Road Race in Utica.  But if you ask Kathy about the countless hours she has dedicated to these events, she’ll assure you that she is just doing what needs to be done and she is honored to be able to give back to the community she loves.

Kathy Elthorp

Nights and weekends at the fair

Kathy spends her weekdays serving Excellus BlueCross BlueShield members as a customer care advocate for the Federal Employee Program department, a position she has held for the past 14 years. On evenings and weekends, you’ll find her preparing for this summer’s Herkimer County Fair, where she holds the role of secretary, director, entertainment coordinator, and vendor chairperson.  While the fair takes place each year in August, preparing for this event is a year-round activity. Kathy stays motivated by reminding herself why she volunteers. “I believe in giving back to my community,” explains Kathy. “Plus, it allows me to educate my peers on agriculture and the importance of where our food comes from.  I get very excited to see the kids’ eyes light up when they go into the barns and see a cow being milked.”

Joining the race

Kathy’s relationship with the Boilermaker Road Race in Utica started 15 years ago. “There has always been a connection between the Herkimer County Fair and the Boilermaker,” explains Kathy. “We often share bleachers or road barriers with one another.”  Kathy started with the Boilermaker as a volunteer at the post-race party, a unique aspect of the event that sets the Boilermaker apart from road races around the country.  Runners join with friends, family and the local community to cap off their 5k or 15k trek with a celebration like no other, featuring live music, food and drinks.  Kathy spent years at the heart of the post-race celebration pouring beverages for tens of thousands of runners and party goers.

2022 post-race party

In the past couple of years, she took on the additional responsibility of organizing volunteers for the Health and Wellness Expo.  Friday and Saturday of Boilermaker weekend, runners are invited to visit the expo to pick up their race packets, explore the interactive booths, purchase race merchandise and more.  The expo is open to the public and attracts thousands of runners and community members.  Kathy and her team of volunteers dedicate more than 15 hours over race weekend to ensure the safety and cleanliness of the expo.

This year, Kathy has been named director of the Green Team for the 2023 Boilermaker Road Race. “The Boilermaker has been a new experience and they are welcoming me into the family of directors with open arms,” shares Kathy.  Her responsibilities will now include leading a team of 15 volunteers during the two days of the Health and Wellness Expo, as well as the post-race party.  This dedicated group of volunteers will not only be responsible for keeping the expo venue clean, but also the post-race party. “We’ll be working in partnership with the DPW, who does an amazing job helping clean up after the race,” explains Kathy.

“Kathy personifies volunteerism with her decades of work supporting the Herkimer County Fair and the Boilermaker,” says Boilermaker president Mark Donovan. “She is a tireless worker, whose thirst for giving back to the community is never quenched.” 

“After working the beverage truck at the Saranac Post Race Party for 15 years, Kathy reached out to us in 2022 seeking to engage at a higher level,” he continues. “As luck would have it, we had a need at our Health & Wellness Expo presented by Mohawk Valley Health System, which she filled last year earning great accolades.” 

“Kathy was not content with just that role and has since ascended to the volunteer-based role of director of the Boilermaker’s Green Team, which will include green-based waste management efforts at both the Expo and Post-Race Party. The Boilermaker and our community-at-large are blessed to have Kathy Elthorp’s commitment to volunteerism.”

The rewards of volunteering

Research shows that volunteering can provide satisfaction, a sense of accomplishment and purpose. Kathy has experienced the benefits of volunteering first-hand, “It is an honor to be a director and I feel that I can be an asset to the committee.”  Giving back to her community is the source of her motivation. She notes, “It’s not just cleaning up garbage, it is keeping our city clean, and the runners and spectators respect the work that we do.”

Excellus BlueCross BlueShield shares Kathy’s enthusiasm for the Boilermaker Road Race and is proud to once again be the presenting sponsor of the 15K road race. “This event showcases the spirit of our community as athletes from around the world and in our neighborhoods, gather together to enjoy this one-of-a-kind race,” says Excellus BCBS Utica regional president Eve Van de Wal.   

Excellus BCBS values and supports volunteerism by offering its employees up to eight hours of volunteer time off (VTO) each year.  Not only does this re-enforce the organization’s culture of work-life balance, but it also allows employees to support non-profit and charitable organizations in the communities it serves. According to the Mayo Clinic, volunteering has been shown to have many health benefits including improving physical and mental health, learning new skills, and nurturing relationships.

If you need an extra nudge to get out and volunteer in your community, Kathy reminds us that “Volunteering is not only a way to give back, but it is also fun. We work together as a team; we laugh and get the job done.  At the end of the day, you feel the reward of knowing you have done a great job.”

When we volunteer in our community, everybody benefits!

Neighborhood Haven

The first day Julia Oakley moved into the building in Rochester, N.Y.’s Edgerton neighborhood that would soon be the home of her youth outreach center, she knew she was in the right spot.

“Kids were just roaming the streets. They had no safe place to go. There was a girl, she was rolling down the street in a computer chair with wheels, just rolling up and down the street, no adult supervision. It was 6 o’clock in the evening, nowhere to go,” says Oakley, executive director of the youth community outreach center, Agape Haven of Abundance.

A Place to Go

The goal of Agape Haven of Abundance is to support families in one of the city’s most ethnically, linguistically, and racially diverse neighborhoods. They chose the neighborhood to lift the entire community by empowering youth with the confidence, creativity, and academic performance they need to succeed and explore their passions.

“Families were in need of somewhere where they could immerse their kids and receive additional attention,” says Oakley.

Besides offering a safe place to go, Agape provides free services to the Edgerton neighborhood and surrounding local community for its out-of-school and summer programs. Children and youth ages 6-18 get one-on-one attention, mentorship, homework help, meals, and structured activities to build language and financial literacy, as well as mental health, hygiene, and other support services.

Oakley says that the outreach center has been working well for the community. “Rochester is wealthy with resources, but there was a gap where families were not able to have access to those resources, so I see Agape as a hub to provide the community supplemental resources where we are able to refer families to bigger institutions or come here and meet with other families.”

Kids at Play
Having fun with the numbers board

Helping Kids

“This program is really important because it focuses on helping kids, making sure they are behaving, and learning and having fun,” says Veronica Lawson, a teen who has been with Agape since they opened in 2019. “We’re able to go on field trips and see more things in the world, learn new things, the kids learn a lot and ask a lot of questions.”

Veronica volunteers with the younger children at Agape. “I love kids and I love helping them, I have three younger brothers that I take care of with my mom and dad. This helps me focus on teaching kids and helping them grow as children into young adults. It’s a great program.”

Veronica’s mom agrees.  “I like the program, it’s good for the family,” says Essi Lawson.  “The program gives children opportunities by teaching them how to be successful and conduct themselves. She (Veronica) is learning a lot. I’m proud of her and proud of the work she does to be successful for her future.”

Veronica believes her experience at Agape is helping guide her future. She says learning how to communicate with kids is leading her to think about becoming a teacher or working with children. “That’s what I can learn from the experience. It gives me time to be in the community and operate with other people, to be able to share myself.“’

Veronica and Essi Lawson
Veronica and Julia

The Future

The experience of others is guiding Agape’s future as well. The number of its program participants are growing.

When Agape first opened its doors, 15 children and youth participated in the out-of-school program, today the number has doubled to 30. Their summer program can accommodate up to 50.

“I don’t ever want to get to a place where we have to close our doors and we can’t serve families,” says Oakley. “Last year we had to turn families away because we didn’t have enough support staff, or we were full to capacity and that broke my heart.”

Community Partnerships

To be able to serve more families, Agape has reached out to community partners and volunteer support. Oakley says having community partners join them and continue what they are doing is vital. “Community partnership is one of our biggest assets and one of the ways we’ve been able to sustain what we have established in this neighborhood,” says Oakley.

Excellus BlueCross BlueShield is one of those partners. Through a Health Equity Award grant, the health insurer provided funding for Agape’s out-of-school program.

Serving the Community

“Word of mouth that our doors are open and they (families/children) look forward to coming here is just a beautiful thing,” says Oakley. “That’s the beauty of the work I do here, knowing I am able to give them the necessary tools they need to progress and develop.”

Oakley still sees the girl who was rolling down the street in the computer chair on that first day, however now it’s in a different setting. “She was the first one here today – everyday, all the time! When I see things like that, I’m glad we’re open, we’re serving the community, to be the support they need.”

Watch this video to learn more about Agape Haven of Abundance and the impact of its programs.

Happy National Doctors’ Day: A message from Dr. Lisa Harris


I am proud and honored to recognize our team of medical, dental, and behavioral health professionals at Excellus BlueCross BlueShield and the many physician partners we work with all throughout New York state during National Doctors’ Day! This is a special time to recognize their role and responsibility in serving all people through constant dedication to health and wellness of the body and mind.

Those that work in medicine, of any kind, have a common thread – we went to school and trained to improve patients’ lives no matter where we work or in what community we work. The journey may be different for each of us, but the hope, healing, and health equity we work tirelessly to bring to our communities is the same.

My interest in science goes back to my childhood when I would dissect insects using my mom’s best silverware. In seventh grade, I was inspired by my biology teacher, Mr. Belton, to become a physician. Unable to choose between pediatrics and internal medicine, I became board certified in both areas after graduating from Morehouse School of Medicine in Atlanta.  I first dabbled in the administrative side of medicine while serving as chief resident at Wayne State University in Detroit, where my team and I worked to develop employment contract guidelines and revised the clinical billing and editing system.

After a year in that role, my journey led me back home to upstate New York where I was able to care for an underserved population as medical director of the Downtown Healthcare Center in Rochester.  In 2003, I opened my own private primary care practice in Rochester serving more than 3,000 adult and pediatric patients for the next 10 years.  After making the difficult decision to close my practice in 2013, I took on a new role as chief medical officer at Our Lady of Lourdes in Binghamton, gaining additional administrative experience that would position me well for the next chapter in my career.  In 2018, I joined Excellus BlueCross BlueShield as a part-time medical director and shortly transitioned to a full-time medical director before taking on the role of vice president of medical affairs and now senior vice president and chief medical officer.

As I followed my path throughout New York state, serving a variety of populations through my work as a physician and a volunteer, I remained focused on the larger strategy of improving health care for all.  I continue to build on that foundation, working with our senior leadership toward even more member centric care with a focus on health equity.

I draw inspiration from my father, Roy W. King, former supervising judge of Rochester City Court and the first African American to work in the city of Rochester law department.  He lived a life of service and the work that I do as a physician and now as the first African American Chief Medical Officer for Excellus BCBS, allows me to continue our proud legacy of service.

Medicine is a special calling, no matter where you work or how you got there.  We are fortunate to work with more than 18,500 physician partners throughout our regions to fulfill our organization’s mission of helping our members live healthier and more secure lives. Our team of medical directors is proud to work collaboratively with our provider partners seeking input and feedback to improve member care.

I speak for all 4,400 employees at the Health Plan when I say, we are so very grateful for the expertise and dedication of our medical team and physician partners throughout our communities! Happy National Doctors’ Day!

Lisa

My LifeTime Story: Balancing Caregiving with Work

“I am very lucky that I work for a company that recognizes me as a person and not just a number,” says Victoria Graham, FQM Business Process Manager, at Excellus BlueCross BlueShield.

Trust

Victoria has worked in the finance department since 2016, in varies job roles, but what has remained constant is that she has always worked for compassionate and understanding leaders.

“What I have always valued as an employee at Excellus BCBS is that my leaders get to know me as a person, and they know that I embrace our company’s core values, which has led to me being trusted and accountable to get my work completed during difficult times in my life,” she says.

Victoria has experienced her fair share of difficult times, while working here her mother was diagnosed with dementia and Victoria became her primary caretaker. As her mother’s dementia progressed Victoria and her family started to look for an assisted living facility that could provide more hands-on daily care. This entailed endless hours of research, phone calls and legal paperwork, all while working a full-time job, parenting, and running a household.

Victoria poses with her mother

Available Internal Resources

Our internal Senior Caregiver Connections Committee was a significant resource to Victoria while she was going through the placement of her mother into an assisted living facility. The support the committee provided was also needed after her mother was living in an assisted living facility and she needed to transition to her next level of care. In fact, one employee who was a licensed social worker that Victoria met through the Senior Caregiver Connections Committee was instrumental with helping Victoria complete paperwork and legal documents that helped get her mother transitioned to the memory care unit at another facility.

Unfortunately, after only forty-five days in the new facility the COVID pandemic began, and no visitors were allowed into the facility. Victoria didn’t see her mother for almost two years, which caused her mother to be isolated and alone. It took the facility six months to implement one week video visits but by that time her mother’s memory was “shattered.”

“The Senior Caregiver Connections Committee connected me with other employees that were dealing with similar issues and provided me the opportunity to learn about senior caregiving topics, and to reach out to other employees for supportive help or advice,” says Victoria.

The resources and benefits offered to employees is also another asset that Victoria mentions, such as the vacation donation program which is available for those who may have family emergencies or a personal crisis that impacts them and results in a need for additional time off or the employee leave programs that are offered.

Invested In Our Wellbeing

Victoria credits the employee wellbeing programs and fitness classes with helping her keep active and balanced during her caregiving roles and work responsibilities.  

“Our company invests in our health and well-being by offering fitness and wellbeing opportunities during the workday. This is another way our company is investing in our mental and physical health,” she says.

“Besides feeling recharged mentally, the movement and exercise keeps me active in a job that is mainly sedentary,” she adds.

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 ExcellusBCBS.com/Careers.  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 (585) 453-6215 or Jason.Helsdon@excellus.com.

No Meeting Thursdays

Love them or hate them, I am sure that we all can agree that meetings take up a big block of time during our workday.

In 2020, our company instituted No Meeting Thursdays or NMT days, that are scheduled the first and third Thursday every month. The intent of “No Meeting Thursday” was to help stop meeting burnout, boost overall productivity, and address the fact that employees needed time to accomplish their work.

A no-meeting day is exactly what it sounds like; a day within the work week that doesn’t have any meetings. This means no team meetings, one-on-ones, recurring meetings, or any other kind of meeting you may normally have. It took some time for this cultural and behavioral shift to occur and for all staff to embrace and implement practices to ensure success; but the employee feedback has been overwhelmingly positive.

Tania Fleming, Human Resources, Learning and Organizational Development Consultant, describes No Meeting Thursday as a journey of adjustment. “When I was still in my role as a claims supervisor and heard about No Meeting Thursdays, I cheered!! I would often joke at home that it was No Meeting Thursday, so I only had 3 or 4 meetings, instead of the 7-8 that I usually had daily –but I did tell them it was a work in progress. Initially, I would find myself moving rescheduled one-on-ones to a No Meeting Thursday or schedule catch up meetings with my staff which defeated the purpose of the day,” she added.

In 2021, Tania made a concerted effort to push back when someone scheduled a meeting on No Meeting Thursday and would suggest another day. She said if she did not try to make the change and use the day, it would never happen. “I used No Meeting Thursdays to catch up on sending monthly metrics to team members, work on projects and be more available (in green on Teams) for my team members,” she stated.

“Earlier this year, my colleague, Kimberly Kovacs, challenged me to really use No Meeting Thursdays for myself and my personal development and learning opportunities. This allowed me to take advantage of our e-learning opportunities, to spend time on my journaling, and to write and send Lifetime Way recognitions. I worked hard to set boundaries to protect No Meeting Thursday and worked even harder to challenge others to decide if a meeting on a No Meeting Thursday was a priority when it was scheduled or suggested,” stated Tania.  

In May, Tania moved to the human resources department and her calendar was already blocked off for No Meeting Thursdays by the SVP of the department, Lori Florack. “This was truly the amazing evolution of how No Meeting Thursday has become a priority and a huge morale boost for me as a new person to the department,” said Tania. “I love that my leadership and the company leadership has dedicated specific days that allow employees the time and space to be productive, creative, and accountable for their own employee development success,” she added.  

To learn more about benefits offered at Excellus BlueCross BlueShield visit careers.excellusbcbs.com.

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 ExcellusBCBS.com/Careers.  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 (585) 453-6215 or Jason.Helsdon@excellus.com.

The Road to Leadership One Step at A Time

“Going to school as an adult, working in the industry that I’m studying in college is a whole different experience than taking courses right out of high school.  I can take the concepts and theories I am learning in the “classroom” and apply those skills to my daily work.  Additionally, it is exciting to understand how the concepts and theories I’m learning about are being applied throughout other departments and the entire organization,” says Kristin Johnston, Team Leader, Client & Provider Services

Company Growth Leads to Educational Growth

Kristin started her career at Excellus BCBS in the customer care department in 2004.  She spent her first three years learning as much as she could about the company and the products we sell. She focused on meeting member and provider’s needs through active listening, having empathy and using her problem-solving skills.

Kristin’s next steps in her career included a position in the Client and Provider Service department, which led to a supervisor position in Provider Relations and now her current role as a team leader.  “When I accepted the supervisor position in Provider Relations, I agreed to go back to school to finish my bachelor’s degree that I had started years before, but had never completed,” says Kristin.  

Employee Development

In 2020, Kristin completed her Bachelor of Science Degree in Business, Management and Economics through SUNY Empire State.  The company tuition reimbursement benefit paid for much of her schooling and Kristin credits the program as a perfect way to finance your education while building new skills. 

“The tuition reimbursement program has allowed me to focus on both work and school without worrying about how I was going to pay for it.  I was able to finish my degree more quickly by taking two or three courses a semester rather than paying out of pocket for one at a time,” says Kristin.

In 2021, Kristin was nominated to participate in the accelerated leader program offered by the company. The accelerated leader program helped Kristin to learn about industry trends and best practices while equipping her with new management skills. Her final capstone project focused on recruiting and retaining valuable talent, which sparked Kristin’s interest in Human Resources.  Through SUNY Empire State, Kristin was able to incorporate a graduate certificate focusing on Human Resource Management into her MBA degree and work on both at the same time. Kristin will be completing the graduate certificate in May and the MBA program in December.

Mentorship and Opportunities

Mentoring in the workplace is an established partnership between colleagues for the purposes of learning and growth. There are several different types of mentoring opportunities with the most common being a 1:1 traditional mentorship. 

Kristin credits her first mentor, Susie Hume, VP of Strategy Business Partnerships, with helping her grow both individually and within her role.  Over the course of the relationship, Kristin became a better public speaker, explored career growth opportunities and engaged in open and honest conversations concerning challenges and opportunities.

Kristin also worked on networking and interacting with her peers across the company, which this led to her joining the AVID ERG (employee resource group) and eventually becoming a co-chair.  Involvement in the ERG has led to Kristin broadening her experiences and increasing her knowledge about accessibility and advocacy, while developing deeper relationships with others throughout company and empathy for those dealing with issues related to a disability.

Tools for Success

Kristin credits the training and resources that have been offered by the company with personal and professional growth and developing benchmarks that provide a better sense of professional opportunities.

“The evolution of ongoing resources, such as online LinkedIn Learning, tuition reimbursement and mentorship programs has helped me gain confidence, increase my knowledge, attain goals, and expand my professional network.  All of this has led to a great deal of growth, both personally and professionally,” says Kristin.

To learn more about tuition reimbursement and other benefits offered at Excellus BlueCross BlueShield visit careers.excellusbcbs.com.

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 ExcellusBCBS.com/Careers.  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 (585) 453-6215 or Jason.Helsdon@excellus.com.