Tag: hero

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.

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.

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).

My Lifetime Story: Taking Steps Towards Health Equity

A Healthier Upstate Contributor

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

Melissa Klinko is a corporate communications manager for Excellus BlueCross BlueShield

My New Perspective 

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

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

Recognizing and Educating

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

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

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

We Care About Health Equity

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

Are you interested in joining the Excellus BCBS team?

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.

Educating our communities about health care (Video)

A Healthier Upstate Contributor

Common Ground Health is one of Excellus BlueCross BlueShield’s 2023 Health Equity Innovation Award recipients. Funds are used for their Get It Done program to support African American and Latino barbers and beauticians who serve as community health educators (CHEs) and peer leaders to increase health knowledge, community outreach, and increase health/mental health workshops. Support will also be provided for referrals to health care and health/social service resources.

More than 30 barber shops and beauty salons in all four quadrants of the city of Rochester take part in the Get It Done events.

Jackie Dozier, Director of Community Health and Wellbeing at Common Ground Health

“We’ve found that when people come in to get their hair done or cut, they have conversations with their stylist about whatever issues they are going through personally and professionally,” says Jackie Dozier, Director of Community Health and Wellbeing at Common Ground Health. “This is a great opportunity for stylists to educate and share health care resources and information with clients in the black and brown communities who live in the neighborhoods they serve.”

(Video) Learn more about the impact of these Get It Done events below from a salon owner and student at the University of Rochester School of Medicine and Dentistry.

Through tough times and happy moments, the Employee Assistance Program (EAP) was there for me

Sometimes we all need an outlet, a safe space where we can share our feelings without judgement. Whether we are dealing with situations big or small, having someone to listen and provide tools to guide us through can make all the difference. Lynn Wesley Burton, Excellus BlueCross BlueShield Rochester Regional Communications Manager, found her outlet through GuidanceResources®, an employee benefit that provides Excellus BlueCross BlueShield employees and members of their household with a free Employee Assistance Program (EAP) through ComPsych®. The program offers counseling, legal and financial consultation, work-life assistance, and crisis intervention services.

Connecting with a counselor

Lynn’s experience with EAP began when her father passed away in 2007. At the time, she was working at another employer but continued using the service as an Excellus BCBS employee. “When I started working at Excellus BCBS, it was one of the first things I looked at to see if it was offered as part of our benefits package, and it was,” shares Lynn. Getting started with EAP was as easy as a phone call to speak with a GuidanceConsultant℠ – a counselor who collects some general information and talks with you about your needs. “They asked me what I was experiencing, what I was looking for, and what I felt comfortable with,” remembers Lynn. She explained her current situation to the GuidanceConsultant℠ and that she would prefer a female counselor that she could visit in person. By the end of the conversation, she had the name of three potential counselors and an authorization number.

Fortunately for Lynn, she clicked with the first counselor she contacted. “Right off the bat, I knew she was somebody that I wanted to work with and who was good for me,” explains Lynn. Flexibility was also high on the priority list for Lynn, so finding a counselor who could work around her busy work schedule was extremely helpful. She found the experience so valuable that she continues to see her counselor today.

Healing from grief and loss

Throughout the years, Lynn turned to her counselor to help deal with grief and loss, first with the death of her father, and years later her mother and brother. “Many of the benefits for me came from having someone who was neutral, who was not family, and who was not one of my best friends, in order to give me the tools to look at things differently, to look at things objectively,” says Lynn. “If there were times that I just wanted to sit and cry, I did.” Through counseling, she worked on finding her new normal after experiencing loss. She focused on self-care so she could handle her day-to-day activities, her job and be there for her family. “This was the most important thing I could do for myself to maintain my mental and physical wellbeing,” explains Lynn.

Help for the happy times

Lynn on her wedding day.

While we may think of seeking out counseling for traumatic situations like the loss of a loved one, Lynn reminds us that mental health support can be useful in a variety of circumstances. “One important thing that I would share is a lot of people go to counseling for stressful situations or unfortunate incidents that happen in their life, and they need some help. I also needed help with some fantastic things that were happening in my life and being able to manage those.” For Lynn this included starting her new job at Excellus BCBS and getting engaged, all within a two-week period. Coming from a previous role working in television news where she was connected to work continuously, adjusting appropriately to her new job was a priority. “My wellbeing and work-life balance was more important than being connected all the time. It was something I had to learn, and it was something I never really understood was possible until I started at Excellus BCBS,” she explains. With all the excitement of a new job and planning a wedding, her counselor helped to remind Lynn to live in the moment, enjoy the process, and not forget the important things including herself. “No matter what is happening in your life, good or bad, to have someone else sit and listen and support you and help you talk through things is extremely beneficial for your wellbeing.”

Don’t hesitate to make your mental health a priority

Lynn ziplining in the Dominican Republic.

One of the most valuable things Lynn has learned throughout her journey is how to adapt and adjust to situations using the tools around her. This includes writing in a journal, exercising regularly, and focusing on healthy eating habits.  

If you are considering using the EAP or seeking out other mental health support but have been hesitant to take that next step, Lynn offers this advice, “Your mental health and wellbeing are first and foremost, you are important, and you matter. There is nothing selfish about taking advantage of a benefit that could help you in the long run.”

For Lynn, having this benefit available through her employer was vital. It meant that she had the support she needed and didn’t have to look for help on her own. “If this benefit wasn’t available, I don’t know that I would have done it on my own because it is a lot of work. Having the support made all the difference.”

Employee Assistance Program (EAP) benefit for Excellus BCBS employees

The Employee Assistance Program is provided by ComPsych® Corporation and offers free short-term counseling to Excellus BCBS employees and their dependents. Some of the reasons to contact EAP include:

  • Feeling overwhelmed balancing work and family demand
  • Stress, anxiety, or depression
  • Grief and loss
  • Child or elder care concerns
  • Legal or financial questions
  • Substance use concerns for you or a dependent

To learn more about the EAP and other wellness programs offered to Excellus BCBS employees, visit the Excellus BCBS careers site.

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.

Finding beauty and compassion volunteering at Francis House

Partnerships with community-based organizations are vital to the mission of Excellus BlueCross BlueShield. We have been proud to support the Francis House through event sponsorship and volunteerism since 2017 as they fill a local need for end-of-life care for the Central New York community. Many Excellus BCBS employees have volunteered with Francis House on their own and as an employee team through the Central New York United Way Day of Caring.

Michele Luysterborghs, Compliance Program Administrator, shares her story of volunteering

Michele Luysterborghs, Excellus BCBS compliance program administrator

Francis House is a place that pretty much looks like your typical home on a residential street in Syracuse, New York. But beyond its doors, it is a place that provides anyone who enters the warm comforts of home and family.

The Francis House mission is to “provide a home and extended family to persons with terminal illnesses so they can die with dignity surrounded by the unconditional love of God.” When volunteering there, you help to create an atmosphere where people in need can feel like part of a family. There is “no place like home,” but when that isn’t an option, there is Francis House.

Getting involved

I became involved with Francis House through my cousin, when I shadowed her for a shift in one of its kitchens. I left that four-hour shift with my heart overflowing, knowing I got back much more than I gave.  After that, I was determined to help more. I took the onboarding classes for volunteers and earned my gold pin. I know each and every time that I volunteer, I make a difference in the people whom I am lucky to serve that day. When I returned to volunteer after COVID-19, one of the nurses greeted me with a smile and said, “Welcome home.”

By being a volunteer at Francis House, I am proud knowing I am helping its founder, the late Sister Kathleen Osbelt, to keep her vision from more than 30 years ago alive: to provide a place of unconditional love and acceptance for individuals who may not have another place to go, or do have another place to go but chose Francis House to make it easier on their loved ones.

Helping patients – and their families

As its mission states, Francis House is not only for end-of-life-care patients in need of help, but also for the patients’ families and friends who love and support them. Francis House is an invaluable and caring place for all people because it provides a caring and warm environment for people who are experiencing already difficult situations. Now, after volunteering for several years, I have witnessed Francis House’s beauty firsthand on many occasions.

There is so much unconditional love, support, beauty, compassion, and empathy there. The residents are at their most vulnerable state and yet, during their weakest hours, their true strength shines. Their courage is impressive. The smiles and the stories told within those walls are remarkable. As a volunteer, you do not know a patient’s condition unless they or their loved ones happen to share. You are part of their journey of emotional and physical acceptance of where they are at end of life. When you treat that person with acceptance, they know they matter.

Life stories

I have heard so many beautiful stories; I once made a secret family fudge recipe with a resident and she passed the recipe on to me; I have shared in many holiday traditions; I have put together puzzles and played cards; I have baked my heart out, always receiving comments like, “It smells so good in here, what are you baking?” and served one-too-many ice cream sundaes. I have also shared in the residents’ deepest joys, life adventures, life tips, and triumphs, and have seen a handful of them in their darkest hours.

As a volunteer, you see glimpses of their life stories in their spouses, kids, grandkids, pets or other loved ones who come and visit. The photos on their walls or their favorite treasures from home often provide inspiration to spark a conversation. Being present and compassionate with a resident brings them peace, even if just for a moment. You are brought into their lives in so many ways. You hear their life hopes, dreams and deepest fears.

Giving back

When my father-in-law was at end of life, he entered hospice on a Friday and left us less than two days later. While he was there, I remember the pure grace and compassion the volunteers and staff showed to him and our family. I remember the comfort I felt. It never left me. I am happy to be able to give back to our community in this way. My heart is always so full after I volunteer a shift at this beautiful and amazing place. Francis House has given me some memories and moments of friendship that I will hold in my heart forever.

Excellus BCBS values volunteerism

The value of volunteerism at Excellus BCBS runs deep. It is connected to the organization’s mission, localism and employee values and behaviors. “As an employee, I feel fortunate to have the opportunity to use my volunteer time off serving the people in need at Francis House. I am proud to work for a company that allows us to give back to our communities in this way,” shares Michele.  Every January, each Excellus BCBS employee is provided with eight hours of volunteer time off to use throughout the year to support their communities. 

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.

Stay Interviews Help to Increase Trust and Transparency

“I started doing stay interviews in 2018, so it has been five years! I have probably conducted around 40 or 50 of them myself. The idea was originally shared with my team by our HR Business Partner, and we all loved that it was a simple way to have transparent conversations, increase trust with our employees, and take action that could improve engagement and retention, so we began rolling them out consistently across our teams,” stated Susie Hume, Vice President, HR Strategic Business Partnerships.

You may have noticed that you have been hearing a lot about “stay interviews” lately and how they have become very popular with our leadership for several multi-faceted reasons.

Valuable Feedback

Stay interviews allows our leadership to gather valuable insights and feedback directly from our employees. By conducting these interviews, we can identify any issues or concerns that might be impacting employee satisfaction and engagement. Stay interviews also provide an opportunity for employees to express their thoughts, concerns, and aspirations directly to their managers or directors. This open and honest communication helps build trust and strengthens the employee-manager relationship.

“Sometimes these conversations open the need to have increased development or EDP conversations with employees, other times they have helped us get to the root of a challenge our employees are experiencing and then follow-up with actions to remove them, where possible. In one instance, I had an employee who was becoming increasingly disengaged and through our conversation I realized that the issue was a lack of clarity in roles and responsibilities. We held a facilitated session with another team to resolve this and the level of engagement and productivity increased considerably. These conversations should be happening organically, but sometimes they don’t unless we create the structure and invitation to share this feedback regularly,” Susie added.

Employee Benefit

Stay interviews really offer an avenue for employees to have their voices heard and their needs addressed within our organization. By participating in stay interviews, employees can help shape their work environment to better suit their needs and preferences. When leaders genuinely listen and act upon employee feedback, it goes a long way to create a positive and supportive work environment.

Stay interviews also offer a safe space for employees to address any challenges or concerns they may be facing. Whether it’s related to workload, workplace culture, or personal circumstances, discussing these issues can lead to finding solutions and improving the overall work experience.

Overall, stay interviews empower employees, foster better relationships with their leadership, provide growth opportunities, and contribute to a happier and more engaged workforce.

Leading the way to employee development

“In my experience, when you have a supportive leadership team and you know what you want to do, your leadership makes sure learning and development is a priority,” explains Joyce Williams, Excellus BCBS Lead Operations Coordinator. Joyce has engaged in several learning and development opportunities, including a variety of LinkedIn Learning courses and Dale Carnegie Skills for Success.

What is employee development?

Employee development can be thought of as a partnership between employee and employer that assists the employee in increasing their skills and knowledge.  This partnership is beneficial for everyone. According to an article from Post University, the benefits of investing in employee development include attracting top talent, improving employee performance, increasing engagement, preparing employees for future leadership positions, increasing job satisfaction, and improving the skills and knowledge of the workforce.

Including LinkedIn learning in your development plan

Joyce incorporates learning and development opportunities into her Employee Development Plan.  She’s taken advantage of the LinkedIn Learning courses offered by Excellus BCBS through their employee learning website and has taken several courses focused on increasing her confidence as a leader, as well as emotional intelligence. “I find it beneficial that the organization offers these courses,” explains Joyce. “Employees can go at their own pace and there is material that relates to all work areas.” When deciding which courses to take, Joyce turns to her leader for guidance and uses the recommendations offered by the program, paying close attention to course ratings. “I find that the courses help with my professional growth and development,” she shares. “There’s something for every level both personally and professionally within the courses.”

Diving into Dale Carnegie

Joyce took her development even further by participating in the Dale Carnegie program. The cost of this course is completely covered by the organization so there is no out of pocket expense for Excellus BCBS employees to participate. “Other leaders who completed Dale Carnegie told me how it changed them for the better both personally and professionally,” noted Joyce.

A little history

​​​Inspired by his belief in the power of self-improvement, Dale Carnegie founded the program in 1912. It continues to evolve, helping millions of people around the world create positive change and growth.  Over 340 employees from Excellus BCBS have graduated from Dale Carnegie’s Skills for Success, Presentations and/or Leadership Development courses. These courses support the organization’s values and behaviors and enhance participants’ leadership skills.

Beyond the basics

Most participants walk away with so much more than a new set of skills. “Dale Carnegie taught me to keep pushing forward, be attentive, and be positive,” shares Joyce.  For many, it is also a way to establish deeper connections with colleagues. “It enables you to connect with yourself and others on a deeper level.  There are moments of vulnerability and strong support,” Joyce notes, adding that she would recommend the course to others. “It opened my eyes to different perspectives, ways of connecting to others, and how to build upon my leadership skills.”

Leadership support

For Joyce, the support of her leader played a vital role in her development. “My leader has strongly supported me in pursuing these classes and has also made me aware of courses to take that align with my goals,” she explains.  By prioritizing development, incorporating it into her Employee Development Plan (EDP), and seeking support from leadership, Joyce has been able to acquire new skills and advance in her career.

Our commitment to development

Employee development is an important component of the employee experience at Excellus BCBS. It is supported by our organization’s values and behaviors and embedded into our culture.  For more information about employee development opportunities at Excellus BCBS, 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.