Throughout the month of April, we are celebrating National Volunteer Month. We’re expressing our gratitude to all individuals who donate their time and resources to local or national efforts. In this spotlight are three Magellan Health employees who explain why they volunteer and what organizations are most important to them:

• Stephen Towns, director of project & program management, Magellan of Virginia
• Matthew Podjeski, vice president, Human Resources
• Barb Borowy, administrative assistant II

Continue reading to learn more about how Barb, Stephen, and Matthew donate their time:

What volunteer work do you participate in and for what organizations?

Stephen: In 2016, I launched a church campaign to help remove the stigma of mental illness among Black Americans. I began lecturing and teaching classes throughout the faith-based community to eradicate the demonization of those with a mental illness, inform our community on suicide prevention, and offer alternative solutions for substance abuse.

Shortly after the start of the COVID-19 pandemic, a government-sponsored food program approached me, seeking a partnership with our ministry to distribute food to our community. In August 2020, we began distributing over 36,000 pounds of food to our community every Saturday morning. At our peak, we had several Saturdays where we gave away over 72,000 pounds of food in less than three hours! The community embraced our ministry, and in March of 2021, we secured the building where we currently reside. Last month, we graciously accepted an award for a grant to sponsor a program I created, “Eat Well – Be Well,” which allows us to distribute $400 of fresh fruits and vegetables bi-weekly to a senior community we adopted. Helping to overcome the health disparities of aged people of color has been a tremendously joyful experience. We hope that if even in a small way, we can positively move the bar for the health of this community.

Matthew: I volunteer at Canterbury Enterprises, an organization that provides meaningful and nurturing onsite employment opportunities for individuals with disabilities. Our entire focus is on creating a supportive, engaging, and respectful workplace for folks whose abilities may not align with traditional workplaces. At Canterbury, our associates are part of a team, they are proud of the work they do, and everyone is dedicated to making it the best experience for each of our associates, as well as for their families. It has been fascinating learning the intricacies of running a sheltered workshop and navigating the legislative, accreditation, and business development opportunities involved, while never losing focus on those we serve – the employees who work at Canterbury.

I am also on the board for Clare’s House. Similarly, when my friend Terry Economos told me her vision for helping seniors and people who are challenged to keep their beloved family dog at home, I knew I wanted to dive in. Clare’s House walks dogs for people who cannot; we take beloved family dogs to visit their owners in assisted living and in rehab facilities. We offer fostering for those temporary periods where the owner is not able to care for their dog. We take dogs to groomers and help pay for medications and surgeries for folks who would otherwise consider relinquishing their beloved furry friend to a shelter. Clare’s House partners with VA centers and other facilities to support their residents to house their family pets if they cannot.

I also have the pleasure of providing leadership and support for the passionate group of Magellan employees who affiliate with the Maryland Heights (St. Louis), MO office, and volunteer to lead awareness and fundraising efforts for our highlighted local charities. Each year, these employees to select the charities to be highlighted for the year. The planning team initiates communication campaigns, onsite volunteering activities, and general awareness. In 2022, our employees touched the lives of many people in our communities, raising over $28,000 in donations.

Barb: Although I continue to actively support NAMI Maryland and the Maryland Food Bank locally, I’m currently focusing my efforts on donating to organizations, rather than in-person volunteering.

How did you get involved with this organization and volunteering in general? How long have you been volunteering?

Stephen: In 2016, I accepted the invitation to lead the Glen Allen VA chapter of Magellan Cares where I created the first onsite volunteer fair. Our Magellan Cares team engaged our coworkers to attend and commit to volunteering. The fair resulted in over a hundred employees signing up to volunteer at participating organizations.

Matthew: I started at Canterbury in 2015 where my friend served as the executive director. I shared with my friend that I was interested in volunteering and knowing I work in Human Resources, he recommended I join the board of Canterbury. I started volunteering at Clare’s House in 2020, the Women’s Safe House in 2002, and Room at the Inn in 2014.

Barb: I joined the company in 1992 and was quickly asked to join the newly forming Community Affairs Committee. Our focus was supporting NAMI Maryland and United Way of Central Maryland. Once our Columbia presence grew, we added support to American Red Cross with monetary donations and blood drives held at the office, Toys for Tots during the Holidays, Grass Roots (a Howard County organization dedicated to assisting victims of domestic violence), and the Maryland Food Bank. Recently we participated in and obtained a corporate sponsorship for the 2022 Walk to support the American Foundation for Suicide Prevention. Additionally, we are currently gearing up for the upcoming 2023 NAMI Walks event.

Why is it important for others to volunteer in their communities?

Stephen: When we can find commonality with others, despite our racial, political, ideological, cultural, or socioeconomic differences, that commonality can overshadow any differences and fulfill our human need for community. When that human need is fulfilled, it motivates us to want to do our part, not just for ourselves, but for others. And, particularly for those who are unable to do for themselves.

Matthew: I hope Volunteer Month serves as the bright light that gets you thinking about how you can help, and whose lives you can touch, at any time of the year.  There are so many people and families in our local communities who struggle in one way or another.

Barb: As Magellan employees, we are fortunate to be able to help and most have a cause dear to their hearts. All small donations add up, and participation in a local event that raises awareness and visibility to an organization that is personally important can be life altering to someone in need.

Is there anything else about what National Volunteer Month you’d like to highlight?

Stephen: Magellan employees are fortunate to work for a company that encourages everyone to volunteer. Many non-profit organizations are dependent on people like us who are willing to volunteer and help others in need.

Matthew: Thank you to those people who had a vision to create a service or pull a group of like-minded people together to help meet those needs. Vision is not enough – to make a vision a reality, organizations depend on people who have similar passions and a desire to make the world a better place for others.

Barb: I, personally, am a huge supporter of the American Red Cross. In most cases, they are first on the scene of natural disasters, man-made disasters, personal disasters, or wherever assistance is most needed. Then there are the blood donation management efforts. It just seems like, whatever is needed, the Red Cross is always there; and I try to be there for them!

Read more about additional volunteer work done by Magellan Health employees in the communities we serve here.

National Healthcare Human Resources Professionals Week recognizes the indispensable contributions of human resources professionals within the healthcare sector. Celebrated the week of March 11-15, these dedicated individuals serve as the backbone of healthcare institutions. Human resources professionals navigate complex regulatory landscapes, address personnel challenges, and cultivate environments that focus on employee well-being. We’re spotlighting three of Magellan Health’s HR professionals who each explain why they chose a career in healthcare HR, and the most rewarding and challenging aspects of working in this field:

• Angela Navarro, human resources business consultant, Magellan Federal
• Angie Pinto, compensation consultant, human resources, Magellan Federal
• Kathy Fox, senior director, payroll and Workday technology, Magellan Health

Continue reading to learn more from Angela, Angie, and Kathy on their experiences as healthcare HR professionals:

Why did you want to pursue healthcare HR and what is the most rewarding aspect of working in this field? 

Angela: My family consists of nurses, doctors, and other healthcare professionals. I knew those fields were not my passion, however I still wanted to help people and make a difference. Instead of saying, “I help care for people,” I can now say, “I care for the people, who care for the people.” I find it most rewarding to see how I can assist healthcare workers and take some of the weight off their backs during their times of need.

Angie: I love helping people! Working with people, solving problems, and coming up with a resolution together is so rewarding. That combined with my love of compensation has brought me to HR.

Kathy: HR found me, and it has been great! I come from a process improvement background and then transferred to HR. Working in payroll and HR technology provided me with the opportunity to help create a positive environment for company employees through timely pay and ensuring personal data is documented and protected.

What are some challenges you face in this profession and how do you overcome them?

Angela: In every profession there are both good and bad aspects. Employee relations may have challenges, but it is up to me to find the positive aspects and propose a solution for every challenge.

Angie: There are challenges (or adventures as I sometimes call it). It could be the market and specific jobs, new business and contracts, updated policies, etc. We overcome these challenges by working with leadership and fellow HR partners collaboratively. Working in this field requires a team effort!

Kathy: Working with a diverse group of individuals can be daunting, but by truly seeking to understand and address needs, it becomes manageable. I find that listening and providing guidance or education can go a long way to resolving issues. Many times, it just comes down to a misunderstanding or lack of knowledge about how something works.

Is there anything you would like to highlight about working in healthcare HR? 

Angela: At Magellan, the highlight is that our staff cares for members of our armed forces who are fighting for our freedoms and that is something to be proud of.

Angie: Working in healthcare HR is rewarding, and we have so many groups that include compensation, payroll, benefits, etc. I truly believe we are making a positive impact for our employees and continue to strive to improve our processes to ensure the best results.

Kathy: The Magellan employees have demanding jobs. We must make sure that they have the support network to address their HR needs. If we do it right, it allows our employees to focus on their clients.

What does National Healthcare HR Professionals Week mean to you? 

Angela: It is a time we say thank you to all those employees who pour their hearts into their HR support roles in the healthcare system. It’s also a time to recognize those who promote both the organization and employees in an unbiased manner.

Angie: It gives recognition to those that work in this field a moment to be seen when many times we are working behind the scenes. I love that it gives an opportunity for HR professionals to be recognized for their work and given a spotlight to shine.

Kathy: We are recognizing individuals who are normally working behind the scenes to help support the company’s workforce in so many ways such as talent acquisition, training, compliance, payroll, staffing levels, and so many more services.

October is American Pharmacists Month and an excellent opportunity for us to celebrate all of our Magellan Rx pharmacy heroes that help our members live healthy, vibrant lives! To kick off American Pharmacists Month, we wanted to shine a spotlight on our two pharmacy residents. We will be taking you behind the scenes to find out what got them interested in pharmacy and what they love most about their residency program.

Magellan Rx: Why did you decide you wanted to become a pharmacist?

Shyra Bias, PharmD: I decided at a young age that I wanted to be the drug expert in my family after witnessing a family member suffer from the complications of extremely uncontrolled latent autoimmune diabetes in adults (LADA). My desire to help my family led to a passion to improve many patients’ lives by ensuring that they can receive the medications they need at a cost they can afford.

Alaka’i Montalbo, PharmD: Growing up, I played a lot of sports and was always in the gym. As an athlete, you learn about sports supplements and how they can help you. In high school, I loved diving into the science of supplements. I later learned in life that the “science” of supplements was not backed by clinical data. After having my dreams crushed, I was working in the hospital and one of the nurses asked me if I had ever considered being a pharmacist? She knew I enjoyed talking about supplements and learning how different medications worked in the body. After researching what pharmacists do, I realized this was exactly what I wanted to do, and I have not looked back since.

Magellan Rx: What advice would you give to someone who wants to become a pharmacist?

Shyra Bias, PharmD: Keep your eye on the prize! The road to PharmD is not an easy one, but if you are truly passionate about the profession, you will get through it. Also, pharmacy is a very small world, so be intentional about making connections because you never know who may be able to change the trajectory of your career.

Alaka’i Montalbo, PharmD: Find joy in your journey. While pharmacy school is a long journey, it will fly by in the grand scheme of life. Don’t give up and never stop believing that you can do it. Don’t fall into the trap of saying to yourself I’m not ready yet. Right now, start making connections with pharmacists and current pharmacy students.

Magellan Rx: What different career paths can you do as a PharmD?

Shyra Bias, PharmD: There are many options for Pharmacists; many do not come to mind immediately when someone thinks of the traditional roles of a pharmacist. Some of the first paths that come to my mind include industry pharmacy, nuclear pharmacy, managed care pharmacy, and clinical pharmacy (hospital setting) to name a few.

Alaka’i Montalbo, PharmD: During pharmacy school, I had the opportunity to go to local high schools and talk about the profession of pharmacy. There are so many different careers Pharmacists can choose and every route is unique. There are traditional roles like retail, hospital pharmacy, and then some non-traditional roles are academia, nuclear (chemotherapy) pharmacy, FDA pharmacists, and Indian health services.

Magellan Rx: What made you choose managed care pharmacy?

Shyra Bias, PharmD: I chose managed care because I really enjoy the population health aspect of the industry. It gives me a true feeling of gratitude to change millions of lives with “the click of a button.”

Alaka’i Montalbo, PharmD: Managed care is the perfect balance between using clinical data and real-world efficacy to help patients manage their disease states. One of my favorite quotes about pharmacy is from Everett Koop, “Drugs don’t work in patients who don’t take them.” I would add to this quote, also with patients who can’t afford them. Managed care is that perfect bridge between both worlds of pharmacy, and I feel like I am making a huge difference every day, not just for one patient but for entire populations.

Magellan Rx: How do you like your residency at Magellan Rx?

Shyra Bias, PharmD: I am grateful beyond words to have been matched with Magellan Rx. The company culture makes me feel extremely welcomed, and the variety of experiences that we are exposed to through our rotations will allow us to succeed no matter where I end up in the managed care industry.

Alaka’i Montalbo, PharmD: Being Native Hawaiian, Ohana (family) means everything to me, and family means no one gets left behind or forgotten. Magellan Rx is one big Ohana and every day, I get to stand on the shoulders of giants. I feel so blessed to be a part of this company and everyone in this residency program is always willing to stop what they are doing, take time out of their busy schedules to help me grow! I cannot express my gratitude enough and I look forward to paying it forward in my career.

Don’t forget to follow us on LinkedIn and Twitter where we will be featuring different pharmacists and pharmacy techs throughout October. #MRxAmericanPharmacistMonth

National Social Worker Month, observed every March, is a time to honor and celebrate the invaluable contributions of social workers to our communities. From empowering individuals and families to navigating complex systems, social workers embody compassion, resilience, and a steadfast commitment to fostering positive change. As we acknowledge National Social Worker Month, we not only express gratitude for their unwavering dedication but also underscore the importance of their role as champions of change! We’re spotlighting three of Magellan Health’s social workers so continue reading to learn more about their experiences:

• Erin Mason, MSW, LCSW, Licensed Care Coordinator
• Julie Mattingly, MSW, LCSW, Senior Care Manager
• Madeline Adams, MSW, LCSW, Clinical Manager, Employee Center of Excellence

Why did you become a social worker and what is the most rewarding aspect of working in this field? 

Erin: I have always really enjoyed working with people and helping others. I chose to earn a Master of Social Work specifically because it presented opportunities to influence change at the individual, group, and system level. I felt that it had the most diverse opportunities and made the best use of my different skills. I also was drawn to the ethics that guide our profession. It has been rewarding to see how those ethics drive social progress and foster individual achievement. I have been very fortunate to be a part of innovative programs that expand access to diverse populations, including the collaborative care program at Magellan Health. Whether it’s helping connect one member to care or looking at the total population served in a pilot project, seeing the results of improved access is what I find most rewarding.

Julie: I knew from early age that I would be a social worker. I used to go with my mom to visit residents of a local nursing home and deliver Meals on Wheels to the homebound. The most rewarding part of being a social worker is knowing I made a positive difference, for a person, family, or community.

Madeline: I originally wanted to be a lawyer. As I was studying pre-law at the Legal Studies Degree Program at Webster University, the more I learned about our laws and the history of oppression in America, the more I just wanted to help. I switched to a major in political science and history and began working with juvenile offenders in Missouri after graduating. My work supervising and providing treatment to juvenile offenders led me to pursue a master’s in social work. The most rewarding aspect of working in this field is when you get to see a successful outcome from an intervention you implemented.

What are some challenges you face being a social worker and how do you overcome them?

Erin: Sometimes, the sheer need of the world can be exhausting. People are not always able to make changes, or the supports they need are not available. I try to focus on what I can offer. Social workers are often the people bringing hope or comfort to a person in an otherwise difficult situation. In addition to knowledge and skills, I can offer compassion and kindness to those individuals. I can advocate for those that may not have a voice. Working closely with my peers and other team members helps me remember I am never on my own. Their experience can help me when I feel unsure of how to move forward.

Julie: Actually, earning an MSW was a challenge. I was a single mom at the time and grad school is expensive. I worked three part-time jobs my first year of grad school. Keeping up with required continuing education is vital for my growth as a social worker but it can be difficult to find challenging and new coursework that is relevant to my work.

Madeline: My biggest challenge as a social worker has always been practicing healthy boundaries with my work. Whether working for the federal government, state government, a nonprofit, or a corporation, our work is never-ending. I constantly must remind myself that everything is not urgent, some things can wait, and some things will never get done and it will be okay.  As someone who likes to cross every “T” and dot every “I”, I must constantly work at monitoring my own temperature and practicing healthy boundaries. When I’m overdoing it, I call myself crispy, and my body lets me know I’m overcooked by giving me sleepless nights, body aches, migraines and a short fuse.

Is there anything you’d like to highlight about working in this field?

Erin: For me and most of my peers, social work is not just a job, it is a set of ethics and beliefs about humanity. I am proud to be a social worker, in which we concern ourselves with the most vulnerable populations, the larger systems and the way people are impacted by their environment. It is based on a frame of reference that understands people are limited by their circumstances and values their self-efficacy.

Julie: When you ask someone what a social worker does, you’ll get different answers from different people. That’s because for a social worker, the actual job can vary widely. There are medical social workers; administrative social workers; clinical social workers; school social workers and many other social work positions.

Madeline: It’s that moment in your interaction when you have planted a seed but also get to watch it begin to grow.  When you see that little stem of energy coming out of the dirt and muck yet pointing up toward the sun in search of light, this is the reward. You can see their resilience and have steered them in the right direction during a time when they didn’t know where to turn.

What does National Social Worker Month mean to you? 

Erin: I think National Social Worker Month is a great time to reflect on my chosen profession and to celebrate my peers and our predecessors. It is a time to think about how I am applying my ethics and skills in my daily practice.

Julie: National Social Worker month started in 1984. It’s a month to celebrate where we’ve come from and where we’re going as social workers.

Madeline: National Social Work Month is a time for us to celebrate the important work we do and highlight our achievements. It’s crucial we promote the good work we do to help uplift each other and continue doing this important work.

On May 17^th, we celebrate National Employee Health and Fitness Day! By sharing tips on how to stay active even during busy workdays, National Employee Health and Fitness Day is a day to raise awareness of the health benefits of physical activity and remind employees about the necessity and advantages of regular physical activity. Physical activity provides a much-needed break from the stress of everyday tasks and duties and gives us energy, boosts mental ability, and prevents fatigue throughout the rest of the day. Magellan Health’s Evergrace Davis, associate information security compliance analysist, is also an AFAA Certified Group Fitness Instructor. In 2020, Davis launched “KeepItMovin with Grace,” a workout program that provides individuals of all ages and fitness levels with fitness classes and step challenges. Davis began her fitness journey over 12 years ago as a workout class instructor and lives by the motto, “keep it moving” with the goal of living life to the fullest. Continue reading to learn Davis’ tips on how employees can find ways to include physical fitness throughout even the busiest workdays.

How can employees who work from home find ways to prioritize health and fitness throughout their workday?

I know that working from home can be challenging but we must find ways to prioritize fitness by keeping our bodies moving. Fitness is so beneficial to your health and can improve your work mood and overall health.  I suggest trying the STOP method which means “Stop Typing on PC.” Practice this by blocking off time on your calendar for fitness breaks. Scheduling time is making fitness a priority because we sit for hours in one place and many only get up for coffee, lunch, and bathroom breaks. Here are some suggestions below:

• Put on your gym shoes and go for a walk around the block.
• Step away from your computer for five minutes of stretching.
• Getting some direct sunlight improves your health making you feel recharged and refreshed to continue with the workday.

How can employees who work in an office find ways to prioritize health and fitness throughout their workday?

There are ways for employees to prioritize their health and fitness while working in the office throughout the workday both indoors and outdoors. The STOP method still applies while in the office!  Block off time and schedule your fitness breaks. Always be prepared for working out by having a change of clothes, towel, water bottle, and gym shoes in the car. Here are some more suggestions employees can do while working in an office:

• Indoors: Walk up and down the hallways, up and down stairs, go the fitness center if your company provides one and get on the treadmill, stretch, or lift some weights.
• Outdoors: Go outside to stretch or take a walk around the building, or a quick jog.

By doing this, employees can improve their mood and health by making sure they keep moving even during the workday!

What are the benefits of regular physical activity? What are some easy ways for employees to add physical activity into a busy workday?

There are so many benefits to maintaining regular physical activity. By prioritizing physical activity consistently, your body learns to look forward to daily movement and exercise. Another benefit are the results that you will see from consistently staying active. You may find yourself feeling better, less stressed, and possibly experiencing more energy, and better sleep.

After experiencing for herself the benefits of Magellan Health’s youth leaders inspiring future empowerment program, also known as MY LIFE®, Emily Ferris, national director of youth empowerment, has been an integral part of the team working to reimagine the program. Ferris’ main responsibility in her role includes supporting recovery and resiliency initiatives. Also, as a certified peer support specialist, Ferris uses her lived experience of mental health recovery to help increase opportunities for young people to develop their resiliency. In the recovery and resiliency department, Ferris is focused on providing community-based engagement opportunities for young adults from a peer support perspective. Continue reading to learn more about Ferris’ work with recovery and resiliency:

What new and innovative projects are you currently working on at Magellan?

I’m really excited about the MY LIFE® initiative which Magellan launched in 2008. We’re currently working on relaunching MY LIFE® in our public sector businesses. We’re doing some exciting work around figuring out what the next iteration of the program will look like and how to keep providing the great educational and community integration opportunities that we’ve always had. We’re looking at the program holistically so we can continue to evolve to meet the needs of those individuals that we serve while moving the program into the future.

Why is Magellan the best place to do this project?

Magellan is really the only place to do this type of project in terms of being a leader. For years, Magellan has supported youth development and collaborated with youth serving systems. Since MY LIFE® began in 2008, Magellan has really focused on this population and the underlying principle that the program should be youth guided. Magellan has been actively investing in youth and young adults, we’re really leaders in that. Young people are at a crucial stage in the development of their future social, civic, economic, and vocational success. We recognize that it’s important for young adults to get excellent clinical services, but they also need opportunities to develop community and leadership skills. A lot of what we do is just giving young adults space to take on leadership and trusting in their abilities and strengths.

As a young person in my early twenties, I was introduced to MY LIFE® and through the program, I got the opportunity to tell my own recovery story, learn leadership skills, and learn how to advocate for myself and others. I can’t imagine any other organization being able to replicate the kind of success and work that Magellan has had with MY LIFE®. We have a whole team across many different lines of business who are really committed to offering youth opportunities to grow.

Could you expand more on your personal experience with MY LIFE® and how that’s helping you to provide input as the program is reimagined?

I’m an individual in recovery from an eating disorder and other various mental health conditions. I was really struggling with my mental health in my adolescence and early twenties and was connected to clinical services, but not successfully. I didn’t have a lot of hope, and it wasn’t that I didn’t believe in recovery, I just didn’t believe in it for myself. I was then connected with a community organization in Bucks County, Pennsylvania, and that organization introduced me to peer support. Peer supporters are people who have lived experience of mental health or substance use recovery and they receive training and become certified to offer non-clinical support to other people on their recovery journey. I started to do some advocacy work through that organization which connected me to the MY LIFE® program. At the time, MY LIFE® offered monthly meetings that would offer motivational speakers and other educational opportunities. I got connected to some training programs through MY LIFE® and was eventually certified as a peer specialist.

I really credit the combination of those two programs with providing me with the skills I needed to develop a career. There isn’t anything more personally meaningful for me than having the opportunity to provide that same education and learning to other young people.

I worked for that community-run organization for a while before being hired with the Pennsylvania Health Choices Business, where I facilitated the Bucks County MY LIFE® program for almost five years. That was an opportunity to work directly with youth and to have them provide us with guidance as a serving system, to provide opportunities to them to learn and develop their own programming. They helped us launch a lot of great clinical programs in Bucks County and other educational events for the community.

I’m deeply committed to the program because I have not only benefited from it myself, but I’ve seen the benefits that it offers for other young people. I also never want to downplay MY LIFE’s® collaborations with community-based organizations that provide youth with the connections, knowledge, resources, and appropriate engagement that they need.

What are your thoughts on the culture at Magellan, and how has that culture impacted these projects?

In my experience at Magellan, there is a lot of willingness to collaborate with others doing great work in the communities that we serve. I think that just makes us stronger as an organization. There’s also a culture of growth at Magellan that has benefited me. The opportunities to be really engaged not only in what we’re doing well, but to also be incredibly supportive around making sure that we are continuously evolving to meet the needs of the people that we serve.

In what direction do you see healthcare going in the future?

I think peer support is increasingly being recognized as an essential offering for people, particularly youth and young adults. There’s still a lot of stigmas around mental health and substance use and work to be done about that, but we’re seeing the evidence that peer support is invaluable to people’s recovery. I can speak personally to the power of peer support. I think finding opportunities for people with lived experience to offer leadership is important. We’re starting to see more of that across the board in the healthcare setting.

The first full week in October, organizations are taking the time to recognize and celebrate their employees in customer service. Customer Service Week is an international celebration that highlights the importance of customer service and those individuals who serve and support customers daily. We’re spotlighting four Magellan Health employees who share why they chose to work in customer service, and some of their most rewarding and challenging aspects of working in this field:

• America Phinsee, care worker
• Kimberly White, outreach and engagement specialist
• Edward Daduya, supervisor, customer care
• Chelsey Aguilar, customer experience associate

Continue reading to learn more from America, Kimberly, Edward, and Chelsey on their experiences working in customer service:

Why did you want to pursue customer service and what is the most rewarding aspect of working in this field?

America: I pursued a career in customer service because I have a genuine desire to help others in a way that directly impacts their personal or professional life in a positive way. The most rewarding aspect of working in this field is going above and beyond for our members and being able to hear the joy in their voice when you deliver good news to them.

Kimberly: Customer service chose me. I have always been in a role of wanting to help people find resolutions, that is the most rewarding outcome. Being that person who gets someone the help they need and hearing the satisfaction on the other end is very rewarding.

Edward: I decided to embark on a career in customer service because of my passion for assisting individuals and resolving their concerns. The most gratifying aspect of this profession is being given the chance to make a positive change in our customers’ lives. It’s truly fulfilling to recognize that I have the capacity to aid customers in addressing their challenges and leave them with a favorable perception of our company.

Chelsey: I personally pursued customer service because I genuinely enjoy problem solving and providing service that can initially resolve issues or concerns for people seeking answers. It is crucial to understand the importance of customer service because delivery of customer service can have a major impact in someone’s life.

What are some challenges you face in this profession and how do you overcome them?

America: My biggest challenge in customer service is not knowing the answer to a question, sometimes agents are caught off guard and simply can’t answer a complex question. However, the best way to overcome this challenge is to put yourself in the member’s shoes. Ask yourself what information you would need if you were the member; then you will be able to anticipate the questions, you will find the answers, and be ready when the questions arise.

Kimberly: As much as I would like to say that every call is a success, it’s not. Sometimes it’s hard to connect with people. Some people just want to vent and are not going to be happy with me, my company, their health plan, or even themselves. In those situations, it’s my responsibility to not take it personally, to listen more than I speak, be empathetic, ask questions, and try to do everything I can to get some sort of resolution on the call. At the very minimum set up a tone so when we do talk to them again, it might be a better experience for them.

Edward: The realm of customer service often presents challenges stemming from diverse factors, including managing clients, addressing intricate problems, and striving to meet elevated service standards. To surmount these obstacles, I place an emphasis on active listening, empathy, and proficient communication. Furthermore, I maintain an ongoing commitment to training and supporting my team, ensuring they possess the requisite skills to adeptly navigate these complexities.

Chelsey: The biggest challenge that I face in this profession would be incoming calls that relate to customer grievances. It’s important to listen to the caller, learn from the mistakes, and if possible, resolve the caller’s concerns. Callers need to be reassured that they are valued, and their time is important. We can build trusting relationships with our callers by initiating a safe space for callers to voice their concern and then proactively taking the steps to get a resolution for the caller.

Is there anything you’d like to highlight about working in customer service?

America: I believe that what we do is very important. We assist our members, and their loved ones to find adequate mental health. Some calls with members are better than others, but we must always show empathy and compassion. It helps to remember that our members are looking to us for assistance and when we deliver the help, our members can get their life back on track.

Kimberly: It’s not always the easiest but there is always satisfaction in helping others. I always try to remember the phrase about how important listening is, “How can we help people if we do not listen to the problem first?”

Edward: Customer service extends beyond addressing customer issues; it involves cultivating enduring relationships. It offers a platform to embody our company’s principles and showcase our unwavering dedication to customer contentment. This dynamic domain presents a diverse array of experiences, where each day brings new challenges and continuous opportunities for learning.

Chelsey: Essentially working in this field can help you become a more mindful person because customer service can help shape individuals to be more aware of their approach and delivery to others’ concerns.

What does Customer Service Week mean to you?

America: Customer Service Week means this is the time in which we recognize, appreciate, and celebrate those on the front line, for without them, there would be no human connection over the phone.

Kimberly: It means a time for me to be happy and reflect on the impact I make within my organization and be recognized for it.

Edward: Customer Service Week holds a special significance for me as it serves as a dedicated occasion to honor and commemorate the steadfast commitment and diligent efforts of our customer care team. It acts as a powerful reminder, emphasizing the importance of the customer experience in our organization and aligning seamlessly with our foundational company values. This week is a time of reflection, celebration, and renewed commitment. It serves as a testament to our dedication to customer satisfaction, embodying our company’s values at every step of the way.

Chelsey: Customer Service Week is a time to appreciate all of those who provide services to others. Whether it’s a phone call to your insurance rep, the grocery store clerk, or the person behind the check-in desk, take the time to thank those who help you!

This year’s theme for National Case Management Week is keeping the person at the heart of collaborative care. Celebrated the week of October 8-14, we’re recognizing the crucial role of case managers on healthcare teams. These individuals have the important responsibility navigating the complex healthcare system to facilitate care coordination and connecting members to the resources they need.

We’re spotlighting Valerie Lees, senior care manager for Magellan Behavioral Health of Pennsylvania. Lees is responsible for reviewing and approving mental health and substance use disorder services for members across five Pennsylvania counties and assisting providers with patient discharge, planning, and care coordination to provide the member with direct assistance.

Continue reading to learn more about what Lees does as a case manager and what National Case Management Week means to her:

What exciting projects are you currently working on as a case manager?

I’m excited to be part of a few very active and ongoing projects. One of them focuses on increasing care coordination, especially for those members in any kind of 24-hour level of care. Care coordination involves meeting with our 24-hour level of care treatment providers and in these meetings, we brainstorm, discuss, and collaborate on ways to assist the member to increase their community tenure. We look at many different factors, from the members’ clinical needs to their social needs.

I’m also working with a co-worker on presenting a trauma training that will be presented to all Magellan staff. This is an area of interest of mine and it’s great to be part of educating and learning about topics like trauma informed care and best practices for members who have experienced trauma.

Lastly, myself and other members of the 24-hour level of care team at Magellan will take part in a volunteer project at a local shelter in Lehigh Valley where we will be preparing and serving lunch for the shelter’s residents. It’s a wonderful opportunity to connect with the community.

Why is Magellan Behavioral Health of Pennsylvania the best place to do these projects?

Magellan has a large skilled and diverse staff, working with so many talented people does create the best environment to work on projects. Many of our members have complex needs that go beyond the clinical realm and it’s nice to have so many talented people come together to find new ways to help improve the quality of care our members receive and ultimately the quality of their lives.

What are your thoughts on the culture here at Magellan Behavioral Health of Pennsylvania? How has that culture had an impact on your projects?

I think the culture is truly one of connection and collaboration. I have always had the sense that everybody that works here, no matter what they do in what department, has a shared goal to improve the care and quality of our members lives. The Magellan managers are always encouraging my colleagues and I to think outside the box. I feel very supported in that way. It’s really a culture where projects can thrive because of this out-of-the-box thinking where people’s voices are heard.

October 8-14 is National Case Management Week. How did you first get involved with case management and what are some of the challenges and rewards of working in this field?

I started in case management when I worked in inpatient psychiatric hospitals. I met with case managers there who were discharge planning for patients and started meeting with case managers from different insurance companies as well. I started collaborating with them quite a bit, that’s when I really got a taste of case management. Ultimately, the goal is always to collaborate and figure out different ways to help people. I think that case management goes beyond just supporting people with their mental health or substance use disorder challenges, it’s all encompassing. A case manager looks at the whole person. So not only are we looking at what we can do treatment wise for any mental health challenges or substance use disorder challenges that a member may have, but we’re also looking at their social determinants of health issues as well.

What does it mean to be a case manager? Is there anything you’d like to highlight about this field for National Case Management Week?

To me it means that I get to collaborate and help people, which is what I’ve always wanted to be able to do. Being able to collaborate with people in other departments at Magellan allows me to learn new ways to assist our members. I also really enjoy collaborating with other case managers, social workers, nurses, etc. outside of Magellan. The entire process is very rewarding and fulfilling for me.

The theme for National Case Management Week this year has to do with keeping the client in the center of what we do and that’s something that I completely agree with. I see that happening every day here at Magellan and it’s an honor to be a part of it.