National Healthcare Quality Week, observed on October 15 to 21, celebrates the many healthcare quality professionals who tirelessly work toward ensuring that quality service is delivered. This week is also a time to spread awareness of the importance of quality healthcare services and create policies that facilitate the safety of both patients and healthcare professionals.

In honor of National Healthcare Quality Week, we’re spotlighting Magellan Health’s Allie Kelley, quality specialist. Some of Kelley’s responsibilities to ensure quality healthcare include managing certain member notifications, generating internal reports for customer requirements, and assisting with EAP record requests within our Employee Assistance Program (EAP) provider network. Continue reading to learn more about Kelley’s work in healthcare quality:

What sort of projects are you currently working on?

I am brand new to the responsibility of running a Quality Improvement Activity (QIA) so I’m learning responsibilities such as barrier analysis, which examines limitations or obstacles to the efficiency of a process or desired outcome, investigating root causes, developing, and discussing interventions, and ongoing monitoring are my biggest tasks right now.  I am very excited about how this process can improve the level of service we provide to our members. It is awesome to have different department leaders come together to talk about barriers and interventions to improve identified metrics and then be able to measure the success of these interventions.

Why is Magellan Health the best place to do this project?

Magellan’s values include integrity, accountability, knowledge, collaboration, caring, creativity, and results. Every one of those values is critical to the success of any QIA. Leadership also shows great support of the overall QI department, and ultimately Magellan as a whole.

What are your thoughts on the culture here at Magellan?

I have been a part of Magellan Health for 25 years and have had the opportunity to work in many different roles. I have seen this company grow in the healthcare industry, and I have never once doubted how much Magellan cares for and believes in their employees. Magellan has been an industry leader when it comes to diversity, equity, and inclusion, and offering comprehensive employee benefits.

Beyond that, the member lives we cover, especially the most vulnerable populations, have always been the most important thing to me in every position I’ve held here. Magellan’s philosophy and mission have always aligned with this. Positively influencing the health and wellbeing of our members has always been a top priority throughout this organization.

How did you get involved with the Healthcare Quality field?

My heart and my passion have always been with our members and working to make sure they are receiving the best care possible. I am a social worker at heart, so when I read the job description for my current role, it was very clear to me that the role in a strong Quality Department is not at all separate from what my mission in the clinical department had always been! I became excited about the possibility of stepping out of my comfort zone while keeping in mind what I came here to do, which is to help people.

What are some of the most challenging and rewarding aspects of working in Healthcare Quality?

Some of the more challenging aspects have been learning the more technical side of things, while the most rewarding part of being in this department has been being a part of a team so committed to integrity, accountability, and data driven results. This is demonstrated in the preparation of the annual Trilogy documents, where everyone on the team comes together to work toward a common objective. Trilogy is our annual evaluation of the QI Program that evaluates outcomes, reviews effectiveness, assesses goal achievements, evaluates the deployment of resources, documents, and trends input from advisory groups. Seeing that final document come together was amazing. I was so proud to have contributed to that and we are getting ready to do it all over!

What does Healthcare Quality Week mean to you? Is there anything else you’d like to highlight about Healthcare Quality?

Healthcare Quality Week to me is a time to raise awareness of the positive impact healthcare quality professionals have in our organizations and communities. At Magellan Health, healthcare quality is organized around the positive influence of the health and wellbeing of individuals by identifying gaps in care and service, improving clinical outcomes, assuring patient safety, and adding value through efficiency. In healthcare quality we’re also focused on enhancing services and the individual’s experience of care. We also work to assure that all core business processes are innovative and meet or exceed contract, regulatory, and accreditation guidance while leading to system and cost efficiencies.

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.

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!

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.

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.

Since joining Magellan Behavioral Health of Pennsylvania (Magellan) two years ago, Stephanie Cassanese, stays busy in Cambria County supporting many different aspects of Magellan’s business in the Pennsylvania counties served by Magellan. In her role as supervisor of Recovery and Resiliency Services, Cassanese first and foremost leads the recovery and resiliency team and leads MY LIFE for Pennsylvania, where she oversees all aspects of the youth and young adult program for all Magellan counties.

“I do many things and every day here is different which is one of the reasons I love the job. It’s never the same day twice,” said Cassanese. Continue reading to learn more about the many innovative initiatives Cassanese and her team are working on at Magellan:

What project have you recently worked on that is impactful?

My team completed a project at the end of 2022 called the Peer Professional Employment Guide. It’s a workbook that we provide to new certified peer support (CPS) professionals with the goal of providing a source of advice and inspiration. This was a part of our Workforce Development Project that we’re continuing into 2023 post-COVID. There have been staffing shortages in every industry, but particularly in mental health. We’ve struggled to find and retain workers, so this is a part of our hope to retain newly trained peer professionals. There are a lot of individuals that get into peer support and don’t know what they’re getting into. The workbook shares information on everything from getting hired, interviewing, ethics, boundaries, and self-care. We also include testimonials from working peer professionals, so that individuals coming into peer support know what to expect.

Why is Magellan Behavioral Health of Pennsylvania the best place to work on creative projects?

Magellan is more than just a managed care organization; we really want to collaborate with the counties that we serve. I think Magellan encourages relationship building and that’s really the core tenet of my job, just building relationships with our county and provider partners and reassuring them that if they have questions or need any peer support related information, they can come to me. That’s something that Magellan really promotes collaboration and the idea of going above and beyond.

What are your thoughts on the culture at Magellan Behavioral Health of Pennsylvania? How has that culture impacted your team?

The culture here is really to be collaborators with our counties and providers. I think what differentiates us from other managed care organizations is that we’re not just the people that pay the claims. More than that, we try to be present at different events together with other stakeholders. Leadership is supportive; they want us to be out there in Pennsylvania communities, and leadership is always looking to help make that happen. We always strive to do better than we did the day before, that’s the culture here.

What exciting trends in the healthcare industry have you noticed? In what direction do you see healthcare going in? What lessons are there to learn from other industries that can be applied to healthcare?

The biggest one that comes to mind is the focus that the state and federal government is putting on suicide prevention and education. Since COVID, suicide rates have skyrocketed, and people are feeling more isolated and lonelier than they ever have before. This can also be related to another research push I’ve seen recently, which is on the impact of social media on youth and young adults on FOMO (the fear of missing out), self-esteem, and body image issues. I think that focusing on both, post-COVID, is going to be important.  Self-care has become common, and I think it is important that we encourage people to focus on caring for themselves, both physically and mentally. Magellan has also implemented a suicide risk assessment plan to identify members who may need additional support or treatment.

The healthcare industry also continues to conduct research focusing on things that are significantly impacting mental health, post-COVID. This is also more of a focus because our physical health and our mental health are one. When you’re struggling with your mental health, then your physical health will suffer and vice versa. I hope we continue with that direction because they are not two separate things. We’re one body, soul, spirit, and mind and it’s all connected.

Challenges and obstacles create opportunities. Even since before the start of the pandemic, the provider community has dealt with workforce development challenges, especially in the field of behavioral health. As the demand for mental health and substance use disorder services have increased, so have the opportunities for a career in behavioral health for individuals at all experience levels.

Throughout the nation, healthcare workers are experiencing significant levels of burnout due to the pandemic. This once in a lifetime event has impacted the mental health of clinicians and has overly extended the existing provider workforce that was already experiencing a critical shortage. Although this is a widespread problem, rural areas and minority communities are more greatly affected. Many individuals living in these areas don’t have easy access to local primary care or mental health providers.

In Pennsylvania, there are currently a variety of job opportunities available, ranging from clinical, technical, and administrative roles of all experience levels. These roles in behavioral healthcare all provide the opportunity to make a positive impact in the lives of children, adolescence, and adults.

Watch this video created by Magellan Behavioral Health of Pennsylvania to learn more about the benefits of working in the behavioral health field.

As a Medical Director for Magellan Behavioral Health of Pennsylvania, Chris Squillaro, DO, manages many different responsibilities. As a supervisor of the Pennsylvania medical staff, he performs reviews, attends complaint and grievance hearings, and leads various rounds with our care managers. Dr. Squillaro also provides the executive leadership with input on strategy and focusing on prioritizing what’s important to our county customers. Whenever a medical opinion or perspective is needed, Dr. Squillaro, who has been with Magellan since 2021, always provides that medical input into the initiatives and intervention being done in Pennsylvania. Continue reading to learn more about what innovative behavioral health projects and initiatives Dr. Squillaro is currently working on in Pennsylvania:

What sort of innovative projects are you currently working on?

There’s an enterprise-wide movement to develop a common suicide pathway to decrease suicidality. Pennsylvania is heavily involved with that project although it involves more than just Pennsylvania. I’ve been working on this with the corporate and Pennsylvania leadership.

We are also doing a project in Pennsylvania called Project Red, which aims to decrease readmission rates and standardize the discharge process. This is a project that’s being led by two researchers out of Massachusetts who had developed Project Red originally for the medical side, and they want to convert it to the behavioral side.

I’m also involved in a trauma informed care summit because of a Pennsylvania Commonwealth initiative. The goal is to transition all the Commonwealth residential treatment facilities to tiered trauma designations that demonstrate competency in trauma care for children and adolescents in that level of care. Included in this would be consistent trauma screening and treatment, decreasing physical and chemical restraints, having a trauma informed lens as patients move through care and awareness of experiences in the milieu that may be triggering.

We also have a medication adherence project where I clinically supervise the pharmacist who is working on improving medication adherence for some of our more severe patients through direct member education and training.

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

I think we have a holistic view of the healthcare delivery system, not just within individual units across the country but enterprise wide. We have our eyes on national issues through touchpoints with the corporate team. We understand what Pennsylvania’s priorities are, what their initiatives are, and what issues are important to them. We can get even more granular at a county level. Each county is in tune with what are its’ constituents wants and needs. Pennsylvania is very diverse, there are swings in socioeconomic status between regions and resources. We get this population health view at a national level, that then is informed all the way down to the county level so we can see it not only for what’s important from a national perspective, but then in each Pennsylvania community. With that information, we can come up with the best way to approach problems.

I think there’s also a lot of willingness and eagerness to use technology at Magellan. It helps us to sort and track outcomes. Magellan is really getting involved with technology, this is something that’ll be hugely helpful for what we can do in the future.

What are your thoughts on the culture at Magellan Health? How has that culture impacted the projects you’re working on?

Before I worked at Magellan, I was a provider. Magellan has always been willing to try new things. If providers had a good way of solving common problems, in my experience, Magellan was certainly willing to entertain it and develop programming around it. I think that willingness to adapt, change, and try new things is what makes projects successful. The culture of being able to move around problems and to adapt is one of the things I saw since before working at Magellan and has only been reaffirmed since I’ve joined this team.

What direction do you see healthcare going in? Have you noticed any exciting trends in the healthcare industry? What lessons are there to learn in other industries that can be applied to healthcare?

I feel we are learning from the way that care is delivered on the medical side. Using outcomes and data to make decisions is one of the things that’s exciting in behavioral health. Some screening tools that have been developed have become more reliable and it’s starting to create a common language that we can have with our medical counterparts. This then creates opportunities to coordinate at key levels of care. There’s also a lot more collaboration between medical and behavioral health. It’s not new information that behavioral health has a significant impact on medical costs overall and medical quality. I see medicine becoming more integrative. On the behavioral health side, we’re catching up on the importance of data-driven decision-making outcomes and managing from a population health perspective.

Another trend is in customer care. We are learning from industries where customer satisfaction is critical to ease of access, utilization, adherence, and adoption of a plan. We’re doing a lot of customer surveys and making sure people are happy with the service that they’re getting.

Lastly, we’re adopting the standardization and checklist mentality that I most associate with the airline industry. This is a public safety concern that has been effectively managed by airlines to assure safety and limit mistakes. We are utilizing and promoting standardized tools and checklists to consistently diagnosis issues. We are then using algorithms to standardize treatment pathways. This assures consistencies across providers and assures that the most appropriate evidence-based interventions are being utilized to treat people.