Boy giving a high five to doctor

A Day to Honor Doctors

On National Doctors’ Day and all year long, we are proud to celebrate the important work of physicians throughout our community and within our organization. This annual observance on March 30th honors physicians for the work they do for their patients, the communities they support, and our society. For many, it is not only a love of science and medicine that draws them into the profession, but an innate need to help, heal, and serve others. “We are fortunate to work with more than 18,500 physician partners throughout our regions to fulfill our organization’s mission of helping our communities live healthier and more secure lives through access to high-quality, affordable health care,” says Jim Reed, president and CEO of Excellus BlueCross BlueShield. “Doctors’ Day is an opportunity to acknowledge the value our physician partners bring to our organization and our members.”

A strong relationship with community providers is essential to providing quality care to our members. Ninety-nine percent of providers within our service area are part of the Excellus BCBS provider network and 100 percent of hospitals are within the network. Through these relationships, we can implement effective programs such as accountable cost and quality agreements (ACQAs). These agreements focus on integral collaborations between our Health Plan and systems of doctors and hospitals. We work together to improve quality and keep costs down by identifying opportunities for efficiency, closing gaps in care, and helping to manage chronic conditions among members.

In addition to our work with outside providers, within our organization we have a team of 21 clinicians who serve as medical directors and are key to ensuring our organization manages cost, quality, and care for our members. They seek out innovative opportunities to engage our members in enhancing their health and wellbeing. This dedicated group of physicians serves as advisors and leaders for dozens of initiatives to support our organizational goals and improve our service to our members.

“Our medical directors are proud to actively collaborate with our provider partners, seeking their input and feedback in areas such as medical policy, quality improvement and medical management,” says Stephen Cohen, MD, SVP and corporate medical director. “This collaboration leads to improved member care and healthier communities.”

Happy Doctors’ Day to physicians everywhere and thank you for your continued commitment, compassion and dedicated care for others. 

Caring for Our Customers

Our Customer Care Advocates are often the first point of contact for our members and consistently demonstrate our corporate value of “Passionately Serving Our Customers.” They have the power to make an impact and change people’s lives, and they do. In return, the work they do and members they help make a lasting impression on them.

Maryanne Todd and Peggy Crist, both Customer Care Advocates, share how members touched their lives. Both say their work makes them proud to work for a company that cares about its people, members and community.

Maryanne Todd, Customer Care Advocate

“I have always been in the servicing area and really came to love assisting people over the phones. I love speaking to people, hearing their issues and being a problem solver. I really enjoy interacting with our members. I recently had a call from a member. He had several questions about his account and really needed me to explain in detail each of his questions.

The call lasted a better part of 35 minutes. Just before he hung-up he stated that he really appreciated the professionalism and the time I took to go over his questions in such detail that he was able to understand it. He stated I made his entire weekend and really thanked me for being such a nice professional customer service rep.

I’m not sharing this for “kudos” but to show my passion for my job and our members. Health Insurance is very important and very confusing when you don’t work in the field day after day. I feel like I made a real difference for a member and educated him. This is what I enjoy about my job!!!

Peggy Crist, Customer Care Advocate

“I received a call from a member who had recently been diagnosed with a chronic condition.  She needed to see how much her treatments and medicines were going to cost.  She was scared. I was the first person she told about her diagnosis.  We talked about her life and her family. We cried together. Then I looked into her medications. With much relief to both of us they were all covered with minimal costs.  She thanked me for “being her angel” that day. I still think about her.”

“Passionately serving our members is part of our customer care organization’s D.N.A.,” said Alex Levi, vice president Customer Care for Excellus BlueCross BlueShield.  “We aim to provide an experience for our members that is low effort, worry free and full of compassion. Our members have a significant impact on our advocates as they help navigate the health care system, often in very challenging circumstances.”

Job Opportunities

Are you looking to take the next step in your career and make a difference in other’s 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

Healthy Snacking Tips from a Football Party Veteran

Watching the big game can be grueling when you’ve got a super-sized buffet to celebrate.

But you can approach kickoff with a solid game plan to help you avoid getting sacked by too many fatty barbecue wings or ill-advised slices of calorie-laden pie:

  1. Before you start the bash, have a small, healthy snack such as an apple, yogurt or a handful of nuts. If you’re hungry when you start the game day snacks, your willpower will go ‘wide right.’
  2. Set up a salad bar for a super-sized bowl of produce and more. The possibilities are endless and include mixed greens, cucumbers, tomatoes, celery, carrots, red onions, broccoli, mini peppers, radishes, chick peas, cooked marinated chicken, roasted vegetables, sunflower seeds, dried cranberries, orange slices and feta cheese. Make a salad dressing with olive oil and your favorite vinegar. Experiment with spices such as oregano, crushed red pepper, turmeric and curry powder.
  3. For something different make a cauliflower “steak” or “wings”. Roast chickpeas or kale for a crunchy, fun food.
  4. Baked tortilla chips make just as good a base for nachos as their greasy fried counterparts. Stack them high with shredded lettuce, beans, fresh avocado, diced tomatoes, jalapenos and cilantro. If you’re adding ground beef, use the kind labeled “90 percent lean,” and be sure to drain away the fat.
  5. Looking for a healthy, but sweet snack? Try cookie dough hummus. I promise – it’s tasty! The sweetness of the peanut butter, maple syrup, and chocolate chips hides the fact that this is a bean dip! Click on the video below for the recipe.
  6. Another tip is to first take a 30-second food time out to assess all the choices on the game day spread before deciding on what you really want to nibble on. Then, move away from the table or walk around. If you stay next to the food, you’re more likely to overeat.

By being aware of what you are eating and focusing on portion size, you’ll be able to make it to the presentation of the trophy feeling like a winner.

AEDs, CPR, and how you can save a life

By Lorna Fitzpatrick, MD

You’ve seen signs posted in public places that an AED is on the premises. AED stands for automated external defibrillator — or, more accurately, semi-automated since a human operator is needed. Did you know that the purpose of an AED is to stop the heart, rather than start it? More on that later. First, let’s clarify two common cardiac terms.

A “heart attack” is a plumbing issue — an artery that brings blood to the heart is blocked. Victims are usually conscious, and while they need medical attention quickly, an AED is not needed because the heart is beating, and the victim is breathing.

“Sudden cardiac arrest” is an electrical issue and occurs when the heart’s electrical system unexpectedly malfunctions. Without warning, the victim collapses and stops breathing. The heart is electrically active but beating chaotically and unable to pump blood to the brain and other organs. Medical attention is needed immediately, or the victim will die. The technical term for this is ventricular fibrillation (V-fib or VF). More than 300,000 Americans outside of hospitals die each year from sudden cardiac arrest, according to the American Heart Association. With V-fib, immediate CPR and ready access to an AED is the only hope while 911 is called.

Sudden cardiac arrest may be reversed if CPR is immediately performed, and an AED is used within minutes to shock the heart into stopping its chaotic rhythm. Once the heart is stopped, its own natural pacemaker may re-establish a life-sustaining pulse. AED trainers compare the administration of a heart-stopping shock to unplugging a home computer when it’s acting up, letting it sit for a minute, and then plugging it back in to reboot.

Underwriting grants from Excellus BlueCross BlueShield have placed AEDs into service across New York state. These AEDs issue spoken commands to coach even an untrained layperson in their use, and also in the proper administration of CPR. If the device detects a shockable rhythm, it will provide voice instruction on how to deliver an electrical charge. If it doesn’t detect a shockable rhythm, it will not allow a shock to be administered. The absence of any cardiac electrical activity is commonly called a “flat line.” For those victims, CPR offers the only chance for survival until medical professionals arrive.

Now that you know more about CPR and AEDs, your homework is to become more than an untrained layperson. Go online to RedCross.org or Heart.org and find a CPR class near you.

Lorna Fitzpatrick, MD is vice president medical affairs and medical director at Excellus BlueCross BlueShield.

A caregiver holding someone's hands

Why I Will Be in Line for A Flu Shot This Year

For many years, Ann Himmler of Monroe County, was required to get a flu shot every year because she was a Hospice volunteer. “I was 100 percent on board with the requirement,” said Ann, “because in addition to the patients I would be spending volunteer time with, my family had also been providing care to a senior parent with compromised health issues who lived in our home.”

Ann knew that older adults and people with certain medical conditions, including a weakened immune system, are among those who are at high risk of serious complications from the flu. “It was important that our entire family receive the flu shot as well, not only to protect ourselves from getting sick, but also reduce the risk of transmitting the flu to our relative who depended on us for their care,” said Ann.

How Dangerous A Virus Can Be

The COVID-19 pandemic has raised awareness of how dangerous a virus can be and how important it is to have an effective vaccine. “In 2019, the U.S. Centers for Disease Control and Prevention estimates between 39 million and 56 million people got sick with the flu and between 24,000 and 62,000 people died of flu complications,” said Dr. Stephen Cohen, Excellus BlueCross BlueShield senior vice president and corporate medical director.

For the very young, the very old, women who are pregnant, and individuals with compromised immune systems including many patients on chemotherapy, catching the flu can place them at high risk for serious complications, including death. “Fortunately, we have a flu vaccine in hand for this year’s strains that can provide a level of immunity or reduce the severity if you do get sick,” said Dr. Cohen.

Don’t Wait to Get a Flu Shot

The flu vaccine is now available at most major pharmacies, many physician practices, and other sites in our community. With rare exceptions, the CDC recommends it for everyone ages 6 months and older. Most health insurance plans cover the flu vaccine in full, and you usually don’t need an appointment to receive it at a pharmacy.

“The flu season will last until May, but it is important to get vaccinated sooner than later to help establish a level of immunity in our community,” said Dr. Cohen. “It takes about two weeks for the vaccine to provide protection.”

Older adults should consult with their health care provider to see if they recommend the high-dose flu vaccine that is approved for people ages 65 years and older. A study published in the New England Journal of Medicine indicated that the high-dose vaccine was 24-percent more effective in preventing flu in adults 65 years and older relative to a standard-dose vaccine.

Keeping Our Community Healthy

Because of COVID-19, it’s even more important to do everything that you can to keep yourself and your family healthy this flu season. “That’s why even though it’s not required for me now, I will be in line for a flu shot again this year,” Ann said.

 

To view or download an educational flu poster, visit ExcellusBCBS.com.

Woman sitting at laptop

Volunteering Virtually and a Fulfilling New Hobby

Grateful to work for a company that gives employees one paid volunteer day per year, I was straining to find a virtual opportunity that was meaningful to me before the year ended and the generosity was lost.

I had almost given up hope when I stumbled on a topic that I value – history! The Smithsonian Transcription Center depends on volunteers to make their collections more accessible. Transcription turns handwritten, typed, and audio recorded materials into searchable and readable resources.

If you like history, treasure hunting, or learning something new, working with The Smithsonian Transcription Center may be a fun virtual volunteer opportunity for you too!

Smithsonian Transcription Center website

The Day Begins

Most of the historical documents are written in cursive and are faded, which makes reading them difficult. Transcribing them makes them discoverable online and readable for anyone, including individuals who depend on technology for text-to-speech conversion.

So, on Friday, December 11, I created an account with the Smithsonian to begin my volunteer work. I spent the first hour reading all the training materials and transcription requirements. There is no expectation to completely transcribe an entire document alone; volunteers can transcribe a new document or continue the work another volunteer has started. Once the document is finished, it’s submitted for review before it’s published.

A Chance To Leave My Mark on History

I got to work reading about the various projects I could select from, and then chose to begin with the Freedmen’s Bureau. As the Civil War was ending, President Abraham Lincoln and members of Congress wanted to help formerly enslaved individuals make the transition to freedom and citizenship. As a result, in March of 1865, The Freedmen Bureau was formed. Transcribing these records is important to me because it makes them accessible for anyone researching their family history and expands our knowledge of the experience of Black Americans during the post-Civil War era.

The Report of Schools for Freedmen document

The time passed quickly, and it was nighttime before I knew it. I checked my activity history to see how much I’d done. In seven hours, I had supported three projects by transcribing ten pages.

Transcribing rows and columns of the was the most tedious task, but deciphering the 19th century handwritten letters took a lot of patience and problem solving. Even though President Andrew Johnson had the nicest penmanship of all the documents I worked with, I couldn’t quite distinguish between his capital “I” and “J.” Thankfully it’s a collaborative process and another volunteer helped to decode the text.

Deciphering a document from President Andrew Johnson

Discovery of a Local Hidden Treasure

One of the most exciting discoveries recently completed by The Smithsonian Transcription Center was an antislavery newspaper, The North Star, published in Rochester, N.Y. by Frederick Douglass. Included in the 1848 issue is a letter from Douglass to his former enslaver titled, “To My Old Master,” in which he explains his intentions as a runaway, recounts his life in freedom, and signs off “I am your fellow man but not your slave.”

The Frederick Douglass discovery!

Success For the Project … and My Soul

While the main goal of this volunteer opportunity is to transcribe a document, half the fun comes from learning and the excitement of overcoming small challenges as I develop my skills. Aside from being the first person to read forgotten documents and getting that feeling of finding hidden treasure, making my discoveries accessible to others is even more rewarding.

My new virtual volunteer experience has become a hobby and I hope one day I too will contribute to a famous discovery.

To see more discoveries by The Smithsonian Transcription Center, follow them on Twitter @TranscribeSI.

boy playing in snow

Hidden Gems: Winter in the Mohawk Valley

Those of us who choose to live in upstate New York do so for a variety of reasons. For many of us, one of the biggest is because we love the region’s four very distinct seasons, each with its own unique opportunities for outdoor fun and adventure.

Picture of a woman snowshowing

Eve snowshoeing at Moss Lake

Winter Traditions in the Mohawk Valley

Usually, at this time of year, there would be annual winter-themed festivals that would pull people out of the warm confines of their homes and into the crisp winter air, such as the Ice Harvest Festival in East Meredith and the Cooperstown Winter Carnival, both traditionally held in February.

Even though we can’t do most, if not all, of those types of things right now, we still have plenty of options in the Mohawk Valley when it comes to getting outside and being active during the winter.

Here are a few of my favorites:

  • Potato Hill Farm in Boonville: My favorite place for snowshoeing and cross-country skiing is Potato Hill Farm. It’s part of the Black River Environmental Improvement Association (BREIA); it’s amazing, beautiful land, and there’s a bonus: there are bathrooms on the trail!
  • FT Proctor Park in Utica: In the winter season, there are few better places to partake in one of my favorite activities, snowshoeing. The park has some hills and a creek – and provides a very tranquil setting for getting out and exercising.
  • South Woods Switchbacks at Roscoe Conkling Park in Utica: Another favorite is Roscoe Conkling Park and its South Woods switchbacks. The wooded hills provide a good work out whether you’re hiking, shoeing or skiing; and I’ve seen many deer and a few wild turkeys while out on the trail!
  • Sherrrillbrook Park in New Hartford: Sherrillbrook Park is great for both cross-country skiing and snowshoeing, with its varied landscape through open fields and woods. Dog owners should also take note of the park’s dog run.
  • Moss Lake Trail in Eagle Bay: The Adirondack Park has a lot of places to go, obviously, but one gem that’s on my favorites list is Moss Lake and the Moss Lake Trail. It’s a relatively short jaunt around the lake, but its location deep in the Adirondack Park makes it a particularly beautiful spot – you’re bound to see plenty of wildlife, and the wooden bridges on the trail afford a pleasant view of the surrounding woods and water.

These, of course, are only a handful of the vast number of great locations to get out and explore, exercise or just relax and do a little sightseeing. If you’re looking for more ideas and other places to go, check out the NYS Parks website here: https://parks.ny.gov/ and the Discover Upstate New York website here: https://www.discoverupstateny.com/. Now get out there!

Girl brushing her teeth

Expert Q&A: How Has Dentistry Been Impacted By COVID-19?

Our expert:  Dr. William Zugner has been a clinical peer review consultant for Excellus BlueCross BlueShield for more than six years. He is a past president of New York State’s 7 District Dental Society. He is a Fellow in the American College of Dentists and the International College of Dentists as well as a Member of the Pierre Fauchard Academy. Dr Zugner maintains a private practice in Webster, N.Y. and has for 20 years.

How has the pandemic been impacting the health of our teeth?

(Dr. Zugner) Since the start of the pandemic, one issue within my own practice that I have seen a concerning increase in has been patients presenting with jaw and muscle pain and tooth sensitivity/pain from clenching and grinding due to increased stress.

If left untreated, damage such as fractured/cracked teeth and musculoskeletal disorders can occur. The sooner treatment is initiated, the easier it is to break the habit.  As always, I recommend to my patients to continue taking good care of your teeth at home and to follow through with all recommended treatments by your dentist.

How have precautions at the dentist’s office changed?

It is true that since the start of the pandemic, the administering of dental care has changed, but not as much as you think. Dentistry has always followed certain precautions that other parts of healthcare haven’t, because historically, the exposure in dentistry has always been high. Universal precautions, like wearing a mask and gloves, were introduced by the Centers for Disease Control and Prevention (CDC) in 1985, mostly in response to the human immunodeficiency virus (HIV) epidemic. The profession has adhered to these requirements, and to this day the dental operatory is one of the safest places where healthcare is administered.

For example, between each patient, every surface is wiped and sterilized. Additionally, all instruments are immediately removed, cleaned and sterilized. Anything which is deemed single patient use is disposed of and replaced. Moreover, operatories are not set up or prepped for the next patient until right before the appointment. The doctor and all staff change PPE between each patient, and whenever soiled. These are all standard protocols and have not changed in recent times, thus securing a safe environment for both patients and clinicians.

Where might patients notice a difference when visiting the dentist now?

The changes that have occurred in response to the pandemic include enhanced patient and clinician screenings prior to and upon entering the office. Masks are always being worn by everyone in the office, excluding the patient during treatment. All patients and employees are encouraged to stay home if they feel ill. Also, during certain procedures, specialized masks are being worn by those who provide the treatment and are at a higher risk of exposure.

What would you tell a patient who is weighing the decision to visit the dentist during the pandemic?

One must consider the harm that is caused when treatment is delayed. On routine appointments, dentists screen for not only issues with the teeth, but also thoroughly examine supporting structures and assess for any pathology of the head and neck. Routine care is essential in the proper maintenance of one’s health and to allow for early diagnosis of problems.

Woman using telehealth to talk to doctor

Telehealth Is Here to Stay

The COVID-19 pandemic is shedding new light on telehealth. Telehealth is when a patient and a provider communicate by audio, video or text messaging. The number of telehealth visits soared in 2020 as a result of the pandemic. According to a review of claims data from Excellus BlueCross BlueShield, the insurer processed 2.2 million telehealth claims in 2020. In 2019, the insurer processed 28,529 telehealth claims.

More Upstate New Yorkers Are Using Telehealth

Most adults in upstate New York (77 percent) have heard of or used telemedicine, according to a recent survey by Excellus BCBS. Of those adults who reported using telehealth, 90 percent did so since the outbreak of COVID-19. According to the survey, the most important features of telehealth were the ability to get prescriptions, the ability to avoid in-person visits and the cost of the visit.

New Government Action Expands Access to Care

In addition to helping people avoid in-person visits and get prescriptions, telehealth also increases access to care for people who may not have otherwise had it. Expanding access to care through telehealth was an area of focus in New York state Governor Andrew Cuomo’s 11th State of the State Address. “The COVID-19 pandemic laid bare the inequities in our healthcare system and showed that telehealth is a critical tool to expand access and lower costs for low-income communities, especially for behavioral health support,” said Cuomo, as he took executive action to expand access to remote care.

“When seeing a health care provider in person isn’t possible, or preferable, telehealth offers an effective alternative,” said Stephen H. Cohen, M.D., senior vice president and chief medical officer at Excellus BlueCross BlueShield. “Telehealth is here to stay, and our health plan will continue develop and support ways to increase access to this innovative way to get care.”

To learn more about your options for telehealth, talk with your doctor or visit ExcellusBCBS.com/Find-a-doctor/Telemedicine.

Picture of woman in mask opening door

Helping Small Businesses in High-Need Neighborhoods Stay Healthy

Ify Azogi’s African and Caribbean Central Market has seen a decline in customers since the pandemic began.

The owner of a small business in one of Monroe County’s poorest neighborhoods, she’s doing her best to keep the doors open.

“People feel afraid. They’re scared of coming out,” she said. “I’ve been here since 10:30 this morning and the store has been mostly empty.”

Hit hard by the pandemic, many small businesses are struggling – especially those in minority neighborhoods with high infection rates.

Business owners like Azogi and their employees put themselves and their families at great risk every day so we have access to the services and goods we need.

“This pandemic has put many local small businesses at risk,” said Jim Reed, president and CEO-elect of Excellus BlueCross BlueShield. “It is important for our community’s businesses to have the personal protection equipment they need to safely stay open and continue serving their customers.”

Personal Protective Equipment –essential for essential businesses and workers

Personal protective equipment (PPE) like masks, gloves, disinfectant, and hand sanitizer have been essential tools throughout the pandemic, protecting businesses, workers and customers from infection and the spread of the virus.

On a Saturday morning in early December, owners of 200 small businesses turned out to receive kits containing personal protective equipment (PPE) to help keep their employees and customers safe. The kits contained a digital thermometer, face masks and shields, disinfectant, hand sanitizer and paper towels.

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Excellus BCBS provided $40,000 to Monroe County to purchase and distribute 400 PPE kits to essential minority and women-owned businesses in the county’s neediest zip codes. Regional Distributors packaged the PPE kits and delivered them to the distribution sight.

Safety…

Azogi said the PPE helps her customers feel safe. “Before, if a customer came to the door without a mask, I couldn’t let them in,” she said. “Now, I can gladly give them one. Customers are grateful. They say, “oh, I can have one?! Thanks! And I don’t have to turn anyone away.”

…and peace of mind

Lorna Underwood is using the PPE at her family-owned Caribbean Heritage Restaurant.

After years in the catering business, she and her husband, Jerome, opened the restaurant in March 2019 and, in March 2020, they had to close. Two weeks later, they reopened for take-out only.

“We’re not as busy. We lost business, but we keep going. We’re doing everything we possibly can,” she said.

She’s been putting the disinfectant to good use, cleaning and wiping down counters and door handles. “And masks, especially,” she said. “If someone doesn’t have one, I can hand them one with a reminder they need to wear a mask. Especially the young people, the invincible ones!”

Receiving the PPE, she said, gives her a great deal of peace of mind, helping with customer and employee safety, as well as some financial relief. “Otherwise we would have had to find money to buy it,” she said.

Picture of Adam Bello

Monroe County Executive Adam Bello and volunteers distribute PPE kits.

“We want to ensure that essential retail and other businesses have the tools they need to better serve their customers and keep our neighborhoods safe,” said Monroe County Executive Adam Bello. “I am grateful to Excellus BCBS for their generous grant, and to Regional Distributors for stepping up to help us with this important initiative.”

Underwood is optimistic. “We’re not going to close our doors. Customers are glad we’re open and this helps us find a way to stay open. In the meantime, we’ll stay the course. We do what we can to help our customers. Hospitality is who I am – it’s still working out.”

Picture of Adam Bello

Monroe County Executive Adam Bello and volunteers distribute PPE kits.