Category: A Healthier Community

Celebrating Change: Robyn Smith on Family, Advocacy, and the Changemaker Award

Receiving the Changemaker Award from the NYPENN Girl Scouts on behalf of Excellus BlueCross BlueShield was a deeply personal moment for Robyn Smith, CNY senior community investment and partnerships manager. It not only recognized the health plan’s commitment to health equity but also resonated with her own life experiences. In this feature, we connected with Robyn to explore her journey, the importance of the award, and her passion for supporting the LGBTQ+ community.

Q: Can you tell us about your family and the role they play in your life?

Robyn: Growing up, my immediate family was everything to me. I’m the youngest of four, with two sisters and a brother. My parents valued family, even though we didn’t have many extended family connections. We shared dinners regularly and spent weekends together, which created strong bonds. Those moments in the kitchen, filled with conversations and laughter, shaped my childhood. When I became a mother at a young age, it changed my perspective on life. My child inspired me to see the world differently and made me realize the importance of responsibility and love.

“Robyn’s story exemplifies the importance of love, family, and the need for safe spaces so that all young people can thrive! I am so proud that our organization and communities are made up of passionate, dedicated individuals like Robyn, who live our values every day. This Changemaker Award highlights our continued commitment to ensuring everyone feels welcomed, valued, respected and has fair opportunity to fully participate and reach their fullest potential. Engaging our communities, creating connections, and showing up for one another helps us meet our mission and drive better outcomes for all,” said Sady Alvarado-Fischer, Vice President, Diversity, Equity and Inclusion Officer at Excellus BlueCross BlueShield.

Q: What motivated you to get involved in LGBTQ+ pride events?

Robyn: I have two children who are part of the LGBTQ+ community. Through them, I’ve seen the challenges faced by this community, and I want to help. It’s important for me to contribute to ensure that everyone feels seen, heard, and loved, especially those who face discrimination.

Q: How did it feel to receive the Changemaker Award from the NYPENN Girl Scouts’ Beyond Programs for LGBTQ+ Youth, which was supported by a Health and Wellness Award from Excellus BCBS?

Robyn: Honestly, I became emotional. This recognition means a lot to me because of my family’s experiences and the challenges my children have faced. It reminds me how fortunate I am to work with organizations that do important community work. I hope our efforts help other families feel a sense of belonging.

Q: Why is it crucial to create safe spaces for LGBTQ+ youth?

Robyn: One of my children went through some tough times, including feelings of isolation and self-harm. It was heartbreaking to see them struggle. When we found ACR Health’s Q Center, it was like a light turned on for them. They found a safe place where they could be themselves, make friends, and experience moments that honored who they are. Safe spaces are essential for youth to feel supported and accepted.

Q: How does supporting LGBTQ+ initiatives relate to overall wellbeing?

Robyn: Mental health is a crucial part of well-being. By investing in LGBTQ+ programs, we provide resources that individuals may not have otherwise. It’s also important to find healthcare providers who understand the unique needs of the LGBTQ+ community, especially for minors. Knowing that our health plan supports these needs is invaluable.

Q: How do employee resource groups (ERGs) contribute to an inclusive workplace?

Robyn: Our employee resource groups (ERGs) and community investments are vital for creating a more inclusive environment. They give employees a platform to connect, share experiences, and support each other. By supporting initiatives that align with our values, we extend our commitment to diversity into the community, which strengthens our ties and demonstrates our social responsibility.

Q: What are your hopes for the future of LGBTQ+ advocacy?

Robyn: Today, navigating issues around gender identity and sexuality can be difficult. My hope is simple: people are people, love is love, and family is family. Everyone deserves to be respected for who they are, and we should embrace our shared humanity, without judgment.

Supporting and strengthening families from the start

When Sabrina DeRoller found out she was pregnant, she faced a lot of unknowns.

“I talked with my doctor about not feeling like I was prepared to be a mom,” said Sabrina. “I had a lot of anxiety and questions about what was going to happen with me and my baby.”

Video: Building Healthy Children – Supporting and strengthening families from the start

Sabrina plays with her son Javier

A Helping Hand from Building Healthy Children

That’s when Tiffany Smith, a mental health therapist at the Rochester-based Building Healthy Children (BHC) program, stepped in to offer her the support she needed.

Building Healthy Children partners with young mothers providing access to care and the resources they need to raise healthy families. With the support of an Excellus BlueCross BlueShield Member and Community Health Improvement Grant, the program has expanded its reach and impact on young families by providing home-based support services that are integrated with a child’s pediatric practice.  Families work with a team of workers: an Outreach Coordinator and a Mental Health Therapist. 

The Outreach Coordinator offers transportation and support around children’s health needs (e.g., well child visits, immunizations, lead checks), as well as assistance with obtaining safe housing, and setting up educational and employment goals. 

They work closely with a Mental Health Therapist who provides:

  • evidenced-based therapeutic support around parenting and child development, 
  • parent-child relationships, 
  • maternal depression.

Working with the Mount Hope Family Center and URMC Social Work Division, the BHC collaborative approach is improving the quality of hundreds of lives.

Empowering Young Mothers

“I always tell my mom’s that I am their cheerleader; I’m giving them resources and information,” said Tiffany. “Most of it is parenting: what they are experiencing as they are developing as young moms, support they have or don’t have, depression, understanding how childcare works, and a variety of things they are processing.”

Tiffany and Javier playing with puppets

Whether its help getting their child necessities like a stroller, crib, and diapers, or providing mental health screenings and treatment, Sabrina is part of a program that is setting out to promote positive parenting and support young mothers as they transition into parenthood.

Addressing Complex Needs

“This program began because there was a recognition that the needs of teen families in our community can be many and complex, and a coordinated effort is essential in supporting caregivers in achieving their hopes and dreams that they have for themselves, while adding the hopes and dreams that they have for their children, and trying to do that as they navigate all that comes with becoming a parent at a young age.. said the program’s Clinical Director Robin Sturm.

“We partner with our parents because they are the expert on their child, and we hope that they can feel empowered and confident in their parenting role. And as a program, we strive to enhance the health and well-being of infants and children through our home-based services– while enhancing and encouraging positive parent-child relationships and promoting healthy child development for kiddos.

The outcomes are impressive. “Ninety-six percent of the families we see are up to date with their well-child visits and immunizations, and more than 97 percent of the women have completed a maternal mental health screening to identify potential opportunities for intervention early on,” Robin said.

Inspiration Through Resilience

Tiffany says moms like Sabrina inspire her. “They are resilient, amazing and they make me stronger. I love to see the journey, to see them wanting this and then to see them succeed,” she said.

Member and Community Health Improvement Grant
Funding from Excellus BlueCross BlueShield is in the form of a Member and Community Health Improvement grant to improve the health and quality of life of its members and the communities the health plan serves, especially the marginalized or minoritized. MACHI grants are multi-year initiatives involving multiple community organizations with specific objectives and measurable outcomes.

To learn more about Excellus BlueCross BlueShield’s Community Investments and Partnerships visit ExcellusBCBS.

Please visit Building Healthy Children to learn more.

To hear more about Tiffany and Sabrina’s story, visit here.

An Apple a Day: The Fun Challenge That Keeps the Doctor Away!

Have you ever heard the saying, “An apple a day keeps the doctor away”? It’s a classic reminder that our parents used to encourage us to eat more fruits and vegetables. But how true is it? Recently, during a lunch meeting at Excellus BlueCross BlueShield in Syracuse, colleagues Melissa Klinko and Ted Byrnes from the Corporate Communications department decided to put this saying to the test. What started as a casual conversation turned into an enjoyable competition that not only filled their stomachs but also brought lots of laughter and camaraderie!

It began innocently enough while they were eating lunch in the office, with Dr. Nicholas Massa, the Excellus BCBS Vice President of Medical Affairs, seated nearby. During the meal, Ted mentioned that he often has an apple a day. Curious, Ted and Melissa turned to Dr. Massa and asked, “Is it really true that an apple a day keeps the doctor away?” He pulled out not one, but TWO shiny apples from his bag and enthusiastically said, “Absolutely! Including fruits and vegetables in your daily diet makes a significant difference.” And just like that, the challenge was on!

The Great Apple Challenge

Ted and Melissa committed to eating an apple every day for the next 30 days, not only to hold themselves accountable but also, let’s be honest, to have a little fun along the way. They decided to send each other photos of their eaten apples or snapshots of them enjoying the fruit. This simple idea turned into a daily highlight, and a reminder to not only to eat healthier but also to connect and share a laugh at work.

Every time one of them sent a photo, it wasn’t just about the apple; it became a moment of shared joy and motivation. “Look at this yummy apple I just ate!” one of them would text, accompanied by a goofy photo. The challenge transformed eating fruits into a fun and engaging team sport.

Why Apples Are Awesome

“Now, you might wonder, what’s so special about apples? Apples are not only delicious; they’re also packed with nutrients! They are a fantastic source of fiber, which helps keep your digestive system happy. The soluble fiber, pectin, found in apples can help lower ‘bad’ LDL cholesterol levels. Plus, they’re rich in Vitamin C, which boosts your immune system and keeps you healthy. To maximize the nutrients, eat apples with the skin on, as half of the fiber, along with vitamins, minerals, and antioxidants, is found there. Regardless of how you eat them, apples provide excellent health benefits,” said Amanda Shanahan, Excellus BCBS Manager of Employee Wellbeing.

Employee wellness has become increasingly important, with studies showing that healthy eating habits can lead to increased productivity, reduced absenteeism, and improved overall well-being in the workplace. The challenge these two employees embarked on serves as a reminder of how small changes can lead to significant improvements in our health.

As the days of their apple-eating challenge rolled on, Ted and Melissa enjoyed trying various types of apples, cutting them up and snacking on them throughout the day. If they ever forgot to eat one, they would double up and indulge in two! Each day brought a new adventure, and the best part was that they were doing something good for their health while having a blast!

So, the next time you hear, “An apple a day keeps the doctor away,” remember this little challenge and all the fun they had. Eating fruits and vegetables doesn’t have to be boring; it can be a delicious experience filled with laughter, connection, and tasty treats.

So, grab that apple, take a bite, and maybe even snap a photo to share with a coworker or friend. Who knows? You might just inspire them to join the apple-a-day club too!

Check out Fruitsandveggies.org for more healthy eating tips.

Championing Change: How Megan Bunce and the Excellus BCBS Foster Care Team are Brightening Futures

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“A close friend once told me that I was a people person and should use that ability as a social worker,” Megan Bunce recalls.

Megan Bunce, licensed social worker at Excellus BCBS

That advice, shared more than 15 years ago, led Megan to a career that has improved hundreds of children’s lives. Megan, a licensed social worker at Excellus BlueCross BlueShield, works with some of the most vulnerable people in our society.

She began her role in the Foster Care Program in 2023. Each year, this team provides case management to more than 1,000 children. More than that, though, the program provides stability, hope and a chance for a healthier future in a system that includes over 25,000 boys and girls in New York State.

A Little Girl Who Needed Glasses

Excellus BCBS may be best known for offering health plan options, but the nonprofit prides itself in its wide-ranging work around access and quality care. That includes children in foster care.

“I remember helping a little girl who had been struggling with her vision for years,” Megan recalls. “Together with her foster care case manager, we identified a provider, got the coverage approved and lined up the appointment where she was prescribed glasses. This may seem simple to some, but it’s often these types of things people take for granted that make a significant difference in a child’s life.”

The Foster Care team ensures medications are being used properly, vaccines are completed, and well-child visits are scheduled. Staff members also address any other gaps in care that may arise.

While the work is rewarding, it can often be difficult, according to Lindsay Rachow, a licensed mental health counselor and manager of the Foster Care Program. “As you can imagine, these young members’ stories can be challenging to read,” she says. “It takes a special person to serve in this role. Megan’s ability to connect with people is what makes her work so impactful.”

Megan appreciates that her work is seen and felt. “Never have I looked back and regretted the decision to move forward with this career,” she says.

 Quick Action When a Foster Child Lands in the Emergency Room

JeanMarie Armellino, a social worker from the Children’s Home of Wyoming Conference, understands the complexity of these children’s needs. “Our continuous communication with the (Excellus BCBS) foster care team empowers us to respond swiftly to the children’s needs while fostering a more integrated approach to care,” she says.

The partnership with local foster care programs began in 2013, when Excellus BCBS launched an initiative to ensure children in foster care receive necessary services and support.

“Too often, the challenges faced by those aging out of the foster care system can lead to housing instability, unemployment and substance use,” Lindsay says. “The need for comprehensive support throughout their life is critical.”

For example, when the Excellus BCBS Foster Care Team receives a notification that a member in its care has had an emergency department or inpatient hospital visit, staff members take immediate action. They seek to understand the reason for the visit, providing education on urgent care versus emergency visits and ensuring that safety planning, medication changes and follow-up care are in place.

“Teamwork allows us to become a trusted resource for families, filling gaps in care and providing support during critical transitions,” Megan explains.

 Foster Children Face Unique Challenges

Children in foster care are twice as likely as other children to have learning disabilities, three times more likely to have ADD or ADHD and seven times more likely to suffer from depression, according to the Journal of American Medical Association (JAMA). These alarming statistics underline the necessity of the services that Excellus BCBS provides.

“Youth in the foster care system often face unique social determinants of health challenges,” Megan says. “It’s common for them to have higher rates of mental health conditions like anxiety and depression, as well as chronic health issues like obesity to asthma. They’re at a greater risk for a myriad of health problems compared to their peers. Our work is vital.”

Both Megan and Lindsay say their support extends beyond case management. They offer training to foster parents, encouraging them to attend the Children’s Advisory Committee meetings held twice a year, covering topics like substance use and self-care for caregivers. They also ensure that children’s wishes are considered when making decisions about their medical needs, working closely with caseworkers to respect each child’s voice.

“The work we are doing serves as a powerful reminder that when we come together to support one another, we can create lasting change and brighter futures for those who need it most,” Megan says. “I have found meaning in being the person families could rely on. When they look back, they can say, ‘Megan was there for our family’ — those are the moments I will never forget.”

Hear Megan’s inspiring story (https://youtu.be/TE2vUYBUPbw 

To learn more about the Foster Care Program at Excellus BCBS, visit excellusbcbs.com.

Sherry’s Heartfelt Journey with the American Heart Association

February is Heart Health Month, and we’re excited to shine a spotlight on our incredible employees who are making a difference in the fight against heart disease.
 

Join us in raising awareness about heart disease prevention and stroke awareness and discover how our employees are actively contributing to healthier communities.

Walking the Path of Purpose

For Sherry, participating in the American Heart Association Heart Walk is more than just a charitable event; it’s a deeply personal mission. Sherry’s journey began back in 2001, a month after she celebrated her birthday when she lost her mother to congestive heart failure. Her mother had struggled with severe coronary atherosclerosis and had also suffered a stroke while battling several other chronic diseases. Despite these challenges, Sherry’s mother was a beacon of light in her community, always giving back—especially to her church. She served as the official “church mother” helping women learn cooking skills and other essential life lessons.
 

Honoring Her Mother
 

Sherry has always admired her mother’s spirit of giving and wanted to carry on that legacy. This desire led her to the American Heart Association, where she found a way to honor her mother’s memory while supporting vital research and education around heart health. Sherry’s connection with the Heart Association grew stronger as she learned that both her brother and father also faced heart disease. In 2018, she became a Heart Walk Champion, dedicating herself to fundraising and raising awareness about heart disease and stroke prevention.
 

Sherry’s mother named Daisy, embodied love and support, which inspired her to name her Heart Walk team “Daisy’s Heart” in honor of her mother.

Sherry’s Heart Walk team often included her daughters, best friends, and church family members—people who understand why this cause is so close to her heart. “I would like to honor my mother, brother, and dad and continue to give back to the cause that can really make a difference in people’s lives,” Sherry says passionately.
 

Join Sherry’s CNY Heart Walk Team

Understanding the gravity of heart disease, Sherry takes her health seriously. She is committed to leading a healthy lifestyle to avoid the same fate as her family members. This year, she will serve as the Champion Team Captain for the Central New York Heart Walk, which will be held on March 30th at the SRC Arena. Sherry encourages everyone to join her team and participate in this important event.
 

Congestive heart failure affects millions of people each year. According to the American Heart Association, about 6.2 million adults in the United States have heart failure. There are steps individuals can take to combat heart disease, including maintaining a healthy weight, following a balanced diet rich in fruits and vegetables, exercising regularly, and managing stress.

Sherry’s story is a reminder of the importance of community, family, and health. 
By participating in the Heart Walk, she hopes to inspire others to take their heart health seriously and support the American Heart Association’s mission.

If you want to join Sherry’s team for the Central New York Heart Walk on Sunday, March 30th, sign up here: Excellus BCBC team for the Central New York Heart Walk. 

Listen to Your Heart: Dan’s Story of Survival

February is Heart Health Month, and we’re excited to shine a spotlight on our incredible employees making a difference in the fight against heart disease. In a special series, we’re sharing their inspiring personal stories. 

Join us in raising awareness about heart disease and stroke and discover how our employees are actively contributing to healthier communities.

Dan Heeds a Warning

In December 2023, when Dan found himself in Utica’s Wynn Hospital emergency room, it came as an enormous shock. Dan had always led an active lifestyle. From playing basketball in an adult men’s league, to his habit of walking four miles most days, Dan prioritized exercise and movement.

Dan with his wife Shelly on vacation at the Cliffs of Moher in Ireland

Dan’s symptoms began with a mysterious low-grade ache in his left shoulder. The pain lingered for a few days, increased in intensity with exercise, and made sleeping on his left side impossible. Convincing himself that he must have pulled a muscle playing basketball, Dan tried to ignore the pain, hoping it would go away on its own.

“Most people tend not to think that something like a heart attack can happen to them,” he said. “Fortunately for me, I remembered something similar that happened to a friend, and it may have saved my life.”

That friend’s precautionary trip to the hospital began with a bad headache. Tests later revealed he had an embolism. Because he didn’t ignore the symptoms, his life was saved.

“That story stuck with me and played into my decision to seek care immediately and not wait to see my doctor the next day,” he recalls. “I looked up ‘heart attack symptoms’ online and found that acute left shoulder pain can be a heart attack sign.”

According to the American Heart Association, some heart attacks are sudden and intense, while others start slowly with mild pain or discomfort. It is vital to get help if you have any heart attack warning signs. Pay attention to your body and call 911 if you have:

  • Chest discomfort. Most people having a heart attack feel discomfort in the center of the chest. It can last more than a few minutes, or it may go away and then return. It can feel like uncomfortable pressure, squeezing, fullness or pain. 
  • Discomfort in other areas of the upper body. Symptoms can include pain or discomfort in the:
    • Arms (one or both)
    • Back
    • Neck
    • Jaw
    • Stomach 
  • Shortness of breath. This can happen with or without chest discomfort. 
  • Other signs. Other possible signs include:
    • Breaking out in a cold sweat
    • Nausea
    • Rapid or irregular heartbeat
    • Feeling unusually tired
    • Feeling lightheaded

       

Soon after Dan was admitted at the hospital, doctors found he had suffered a silent heart attack, which occurs when the heart’s blood supply is blocked, depriving the heart muscle of oxygen, but is not accompanied by chest pain. Further tests revealed elevated levels of the enzyme creatine kinase, typical after a heart attack, and an 85% blockage in his left anterior descending (LAD) artery.

A little over a year later and, after a successful surgery to insert a stent that improves the flow of blood to the heart, Dan knows how fortunate he is to be alive today and here to share his story.

He’s increased his gym time, eats healthier, and does his best to reduce unnecessary stress from his work and private life.

“I have a stressful job, but it is one that I love,” he said. “I have made some adjustments to my schedule and have made it a practice to get up and walk in between meetings.”

Dan’s story serves as an important reminder to schedule regular visits with your primary care physician, follow through on doctor’s orders, and listen to your body’s warning signs. To learn more about heart disease and stroke, and how you can make a difference, please visit the AHA website and join us on March 30, 2025 at SRC Arena in Syracuse, as we walk in honor of Excellus BCBS employees like Dan, who have fought this deadly disease and won.

Please consider joining the Excellus BCBC team for the Central New York Heart Walk.

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

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

Some special gifts for our moms-to-be.
Employees are all smiles as they welcome our members to the baby shower.


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


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

Excellus BlueCross BlueShield Bright Beginnings and Community Connections Team Members.


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

Members talk one-on-one with our specialists.


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


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

Members received some goodies and educational information from our vendors.


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


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


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

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

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

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

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

How REACH Kidney Care helps

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

Philip T. Ondocin, MD

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

Caring for a loved one with kidney disease

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

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

ElenaMarie Burns

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

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

Support for managing CKD

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

ElenaMarie’s father

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

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

Member video: Going the extra mile for our members

For Medicare member Frank Pecora, making a call to Customer Care at Excellus BlueCross BlueShield meant finding medications he could afford.

The 75-year-old is one of thousands of members who call the number on the back of their membership card and benefit from the expertise offered by customer care advocates who answer questions on everything from medical claims to prescription refill costs.

Frank

Frank, who recently joined Excellus BCBS as a Medicare member, said he was surprised after he refilled two of his prescriptions for the first time and was told he had to pay $192. Frank was unable to afford it after paying $20 on his previous insurance plan.

That’s what prompted him to call Customer Care where he connected with a  Customer Care Advocate named Stephanie.

Stephanie talked with Frank and helped him to understand the details of his insurance coverage, including what to expect from the costs associated with his deductible to his prescription plan coverage.

Because Frank was on a high-deductible plan and his Symbicort medication fell under a higher tier level, Stephanie explained to him that he would have to pay his deductible first, which included the $192, and then once that’s reached, he would only have to pay the copay for his medications.

Stephanie

“My number one goal when talking to Frank was to find him alternative, more cost-effective medications,” said Stephanie. “Taking the time to listen, educate our members, and find solutions provides them with a sense of relief. We want them to know we are here to help them access affordable care.”

Stephanie was able to find Frank alternatives to his Symbicort and Albuterol medications at a lower tier level that were comparable to what he was taking and more affordable.  

”My doctor agreed that the alternate medications would be fine, and I was able to get new medications that were actually less expensive than what I had been paying out of pocket,” Frank said.

Now instead of paying $192 a month until he met his deductible, Frank only pays $3 a month, which he says is even more affordable than what he was paying before.

“Stephanie made me a happy camper. She took her time with me, answered all my questions, and took care of everything I needed. I couldn’t ask for anything more than that,” says Frank.

Helping our members access care that’s as affordable as possible is critical to our mission at Excellus BCBS. Stephanie says she isn’t surprised Frank was pleased with the outcome of his call.

“Whenever you give someone news about potentially saving money, they are a very happy person, especially for our Medicare members who may be on a fixed income,” Stephanie said. “In Customer Care we do all we can to help all our members get what they need to get and stay healthy at an affordable price.” (Member Video) Hear from Frank about his experience.

(Member Video) Hear from Frank about his experience.

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

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

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

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

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

Know where to expect ticks.

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

Reduce ticks in your yard.

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

While outside, dress to protect.

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

Consider using repellent.

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

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

After being outside, check yourself and your clothes.

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

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