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.

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.

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.

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’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.

“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.

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.

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!

When she began her career in 2017 as an intern in safety net and individual market sales at the Health Plan, Kaitlin Hawkins-Rusch couldn’t foresee how involved she would become in diversity, equity, and inclusion and how it would impact not only her professional life, but her personal life as well.

As an intern, Kaitlin observed that discussions around diversity often focused on visible differences.   Reflecting on her own personal experience with a family member, she wondered if there was room to expand the definition of diversity to include characteristics that may not be outwardly visible.  Kaitlin expressed her curiosity to a senior leader who told her about AVID (Awareness of Visible and Invisible Disabilities), a new Employee Resource Group that was forming.

She was very interested.  Having a close family member with autism, Kaitlin was eager to learn more about how to support someone with a disability.  Autism can often be referred to as an “invisible” or “non-apparent” disability.  According to Disability:IN “many disabilities, such as mental illnesses, learning and attention issues, some physical illnesses, neurodiversity, and many other disabilities are not apparent.”  For some individuals on the autism spectrum, the challenges they face may not always be apparent but still impact their daily lives. For Kaitlin, the situation was more complex as her family member did not acknowledge their diagnoses.  Seeking to gain a greater understanding of how to support individuals with disabilities, including her family member, Kaitlin engaged with AVID during the group’s launch in 2018.

The mission of AVID is to create awareness and understanding of disabilities and their impacts in order to promote an inclusive culture across the organization. The group aspires to engage its membership, and the organization as a whole, in developing and identifying ways they can impact the organization and their communities.  All Health Plan employees are welcome to become members of AVID and the group is designed to support and advocate for all disabilities.  They serve as a resource to employees on disability-related topics and issues and provide forums for discussion and learning that can facilitate change on behalf of employees.

In 2019, Kaitlin transitioned from an intern to a full-time employee in the Human Resources Department and became more involved in the AVID Employee Resource Group, serving as a co-chair for the past 3 years. “I love being part of it,” explains Kaitlin. “It makes me feel like I have a chance internally and, in our communities, to advocate for something that doesn’t always get awareness.”  She explained that belonging to the employee resource group provides an opportunity to make a difference and help people feel more valued.  Everyone in the group comes together with the desire to learn.

“We’ve started to branch into different areas such as intersectionality between disabilities and other aspects of an individual’s identity, the unique challenges they face and what we can do in our organization to help,” says Kaitlin. She notes that the group is intentional about their journey of inclusion. “Disability inclusion isn’t specifically about disabilities but about accommodating everyone’s needs,” notes Kaitlin.  The group continues to examine the definition of disability and how it can be more encompassing. “We are exploring the connection between mental health and disability so that we can bridge the gaps and increase our ability to support more people and change the stigma around disability.”

Kaitlin points out that AVID, as well as the many other Employee Resources Groups the Health Plan has, is open to anyone within the organization who is interested in joining.  “We have individuals from our Member Care department who belong to AVID so that they can apply what they learn to support our members better,” explains Kaitlin.  As a company sponsored extension of our organization’s diversity, equity, and inclusion initiatives, Employee Resource Groups strive to create a safe and welcoming space for everyone.

The AVID Employee Resource Group helps lead the organization in recognizing National Disability Employments Awareness Month, World Down Syndrome Day, Autism Awareness Day, Deaf History Month, and more.  The group has organized various speakers and panel discussion on topics related to disability inclusion and conducted a month-long session called Lifetime of Signing, teaching the basics of ASL and sharing information on deaf culture.

This year, Kaitlin took her involvement with disability inclusion a step further and provided support, from data collection to project management, for the Disability Equality Index submission. As a result of this collaborative effort, the Health Plan was named to the Best Places to Work for Disability Inclusion after receiving a top score of 100 percent on the 2022 Disability Equality Index (DEI), a national benchmarking survey by Disability:IN and the American Association of People with Disabilities.

“My involvement with AVID and learning more about autism and the disability space has allowed me to be more aware of my family member’s needs and understanding alternative ways to communicate and connect,” Kaitlin explains. “The increase in my general understanding of neurodiversity has impacted so many of my relationships. I feel like I’m more able to help others in my family communicate and think differently.”

To learn more about how we embrace diversity 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 (585) 453-6215 or Jason.Helsdon@excellus.com.