Healthcare Human Resources (HR) Professionals Week, celebrated from March 10-14, is a time to recognize the vital role that human resources professionals play in the healthcare industry. These dedicated individuals ensure that healthcare organizations are staffed with skilled professionals, maintain employee well-being and uphold policies that create a positive work environment. This week, we acknowledge the hard work, dedication, and the essential contributions made by our HR employees.

• Mike Francisco, human resources business consultant, joined Magellan Federal in May 2013.
• Lisa Clarke, workday HR technologist, with Magellan since February 2020.
• Nicole McLain, director of talent acquisition at Magellan since September 2010.

Continue reading to learn more from Mike, Lisa and Nicole on their experiences as a healthcare HR professional:

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

Mike: I have been working in the federal contracting space for 30 years and until 2013, most of my work was in support of staff specializing in systems and equipment such as sensors, receivers, transmitters, logistics and intelligence support. As a veteran, supporting health related programs for the military service members and their families was a natural next step.

Lisa: My passion is to help employees find information and complete processes in the most efficient manner. Working in human resources has allowed me to do that. In my current position, supporting system processes, researching questions, creating reports that help provide insight and more are all very rewarding.

Nicole: I pursued a career in talent acquisition over 20 years ago because I found it to be a challenging yet fulfilling field. Specifically in healthcare because I need to be passionate about the industry and company that I work for to recruit people into it. I really enjoy all aspects of talent acquisition and how it has a direct impact on people’s lives. It’s extremely rewarding to help someone find their dream job!

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

Mike: Many of our employees are former military or spouses of military members and are deeply integrated into the military community. It’s only natural that they see themselves as working for the military. The best way to maintain employee engagement with Magellan is by frequent communication. Naturally, that starts with their supervisors, and as a human resource business consultant I work to help facilitate those communications. I also try to be readily available to employees in the field. Despite the push towards staff automation and self-service, people just want to talk to someone, and it is incumbent on all of us to make that effort.

Lisa: I would call them opportunities, not challenges! As we all know things change, and with these changes, our system workflows, process and data need to be updated. These changes can only be overcome by the collaboration of the amazing group of people within Magellan HR! I am so fortunate to be part of this team.

Nicole: I feel the biggest challenge in talent acquisition is finding qualified candidates that have the right skills, education and experience and that are a cultural fit within the organization, and most times I must find the right candidate on a tight deadline. I try and overcome this by leveraging employee referrals and using social media job boards, to source and expand the pool of candidates.

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

Mike: I can see that our team works hard to care for others. To avoid burnout, we need to do as much as possible to ensure that our employees have the necessary benefit information available to them. The online knowledge tool at Magellan has that information, and I can’t thank my fellow HR team enough for the work that has been put into creating a robust online library of resources.

Lisa: Employees working with customers here at Magellan have demanding jobs, it’s an honor and privilege to be able to support them in their HR needs.

Nicole: There is a preconceived notion out there about talent acquisition that anyone can recruit without having experience as a recruiter. While it might seem simple, there are a lot of nuances to the process. Talent acquisition professionals need strong interpersonal skills, empathy and an understanding of HR regulations, market trends and company culture. Additionally, the ability to negotiate offers, build relationships and manage multiple hiring processes requires specialized expertise.

What does National Healthcare HR Professionals week mean to you?

Mike: This week is designed to recognize HR professionals for their contributions to the industry. I’m happy to be part of a team of professionals doing what needs to be done to ensure that our clinical and non-clinical team received the support they need.

Lisa: It’s a chance for all of us to say, “thank you” and recognize those who work behind the scenes in all aspects of human resources.

Nicole: Healthcare HR Professionals Week is a time to recognize and celebrate the important role that HR professionals play in the industry. It’s an opportunity to acknowledge the unique challenges and impact HR professionals have in a field that directly influences people’s lives, health and wellbeing.

How does Magellan HR embrace a strengths-based culture?

Mike: Magellan fosters collaboration. Leaders make sure people have responsibilities based on their individual strengths and take the time to recognize their achievements.

Lisa: Magellan HR provides tools to help support an environment that focuses on employees’ natural talents and strengths through training, performance connection, internal career opportunities and peer to peer recognition opportunities like the High Five Friday!

Nicole: Magellan HR embraces a strengths-based culture by focusing on identifying, developing and leveraging the unique strengths of employees and understanding their talents and skills, which leads to more engaged, motivated and high-performing teams.

Spotlight Magellan allows coworkers to get to know one another by going beyond the surface level through facilitated discussions that delve into personal interests, experiences and aspirations. Through intentional engagement, Spotlight Magellan aims to cultivate a sense of community and camaraderie across our company, ultimately contributing to a more cohesive and fulfilling remote workplace culture.

This month, we’re getting to know Dr. Samuel Pullen, chief medical officer for the Idaho Behavioral Health Plan. Dr. Pullen has been with Magellan since April 2024.

Continue reading to learn more about Dr. Pullen:

Describe a typical workday in your life.

We have such a tremendous opportunity here in Idaho to improve access to high quality mental health and substance use treatment and services. I feel fortunate to have such great colleagues and because of the scope of the work, no day really feels typical. There are activities I routinely participate in to support and advanceour work. I participate in utilization management rounds and residential care rounds. Residential care rounds are led by me where initial and concurrent cases are presented for children being considered for residential care. This has been a topic of particular importance in Idaho over the last several years. I also work closely with our quality team, along with our Medical Director, Dr. Jonathan Harland. Together, we review critical incidents and cases where there might be a quality-of-care concern. I spend the rest of a typical day meeting with our clinical team during our morning huddles, meeting with providers addressing various issues, meeting with the state and working with other members of our senior leadership to ensure the successful implementation of the Idaho Behavioral Health Plan.

What are you currently reading?

I am currently reading A Brief History of Time by Stephen Hawking. I also recently finished reading Fevers, Feuds and Diamonds by Dr. Paul Farmer.

Do you have a favorite recipe you love to make (or have made for you)?

I have sweet tooth, and my kids have really gotten into baking. I am usually asking them to save me some cookie dough.

What is the farthest place you’ve traveled (or would like to travel to one day)?

Greece! My wife and I vacationed in Athens, Santorini and Mykonos. I would love to go to Africa one day and spend some time in Rwanda, Tanzania and Kenya.

Who (dead or alive) inspires you and why?

Dr. Paul Farmer was (and still is) someone who inspired me. If you’ve ever watched the documentary Bending the Arc or read any of his books, it’s very hard not to come away inspired and also a feeling that we have an obligation to challenge the status quo and take action where we see a need.

Catch up on previous Spotlight Magellan articles to get to know your Magellan colleagues! Read all articles here.

Customer Service Week is an essential time for healthcare organizations to honor and recognize the dedication of their staff who provide compassionate care and support to members every day. This week, October 7 through October 11, is an opportunity to acknowledge the hard work, resilience, and commitment of those who provide exceptional customer service. 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:

• Kimberly Elias, senior wellness coach
• Hauva Manookin, care manager, After Hours
• Marlo Dale, senior EAP consultant-workplace support, Midwest care management center
• Jordan Carroll, senior care manager

Continue reading to learn more from Kimberly, Hauva, Marlo and Jordan 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?

Kimberly: I pursued a career in coaching because I am passionate about helping people create positive change in their lives. I believe that we all have the capacity to change, and I love being a conduit for this transformational process to occur.  The most rewarding part of my work is being a witness to the growth and transformation that occurs when one puts in the effort and believes in themselves. There is no greater reward then seeing someone discover their potential and go from merely surviving to thriving in life! That is what it’s all about for me.

Hauva: Cliched as it is, I pursued customer service via being a counselor because a life dedicated to helping others is a life lived with value. I have this idea that counselors are farmers; we plant seeds, we encourage watering, and we hope somewhere down the road the seeds grow. Even in our abbreviated roles and the snapshots of time we have with each person, we can still plant seeds and hope for their bountiful harvest. In that invisible moment that likely we will never know about, that is the moment where everything we learned and everything we have done becomes clear.

Marlo: I am a solution focused thinker. Helping the client move toward resolution is the most rewarding aspect of working as an employee assistance program specialist. I’ve found social work and customer service values are all aligned. Social workers and customer service representatives must demonstrate empathy, strong communication skills, respect, and a duty to serve. Despite the need of the respective client or customer, providing and linking to service in a competent, professional manner is the goal, and necessary to sustain every type of business.

Jordan: I always knew that I wanted to be in a field where I could help people. This job allows me to talk to so many people every day. While the severity of their needs may vary, each call is an opportunity to touch someone’s life in a positive way.

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

Kimberly: On occasion, I have clients who aren’t ready to create change. It’s hard when you work with someone and you know they can achieve what they set out to, but they do not see that in themselves. It can be frustrating at times when people give up and choose not to see themselves as worthy enough to stay the course and achieve their desired goals. I can work through this by remembering that although I didn’t get to witness any real growth, I know in my heart that I did plant a seed. That seed may grow in the future, and I must remain strong in my faith and hope that at some point, it will. It just may not be in my time, and that is okay.

Hauva: The biggest challenges here and everywhere in counseling is burnout. We all lecture self-care as this nebulous concept, but it’s too vague and too hard to feel successful at. For me, making sure I have slept and making sure I’m having fun is vital. Also, making sure I turn off work when I leave so that I can turn on fully when I am is crucial.

Marlo: One of the challenges I’ve faced in this profession is related to challenges in finding appropriate care and service for our members. Over the course of my career, I’ve learned to focus on what I can do, like staying present, focus on the individual, refer/assist/link as appropriate, and not fixate on what I can’t do. To be fully present in the moment and ensuring the person feels heard and seen is sometimes sufficient. I’m also working to shift my paradigm from problem resolution to facilitating change.

Jordan: At times there are busier days with calls with individuals with higher acuity, more risk concerns and simply hearing some of the hardship they go through can be tough. I try to make sure to count my own blessings, to be grateful for my life and again my opportunity and privilege to provide support to those going through a really difficult time. Self-care is an important part of this. I personally like to spend time with my husband and our two boys, spend time with family and friends, stay active and cook and bake!

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

Kimberly: I would like to encourage all Magellan employees to spread the word that coaching is available to all employees and their household members.  I’d like to increase more awareness about this amazing modality that is so incredibly impactful to creating positive change!  I would love to see our entire book of business consistently spread the message about this service to their teams and employees so that we can reach and touch millions of lives!  We all need that special coach to help guide us on the path to success and I would love for everyone to capitalize on this! Our coaching team is exceptional with decades of experience. We are highly trained and skilled to coach members on numerous life issues. We are a devoted team of coaches, and we are firmly committed to helping everyone achieve their desired success.

Hauva: The people, the coworkers, supervisors, and management. I have had many iterations of this profession, and this place and these people have been my favorite. They are the most fun and most supportive I have ever had. It’s an honor to work with all of them and I only hope I can offer the same to each of them.

Marlo: It’s fulfilling to know that in the short amount of time and brief interaction we have with our customers, we may make a large impact on their day and lives.

Jordan: I think that customer service calls of all kinds reflect on the everyday interactions that we all go through. Everyone has needs that come up, and everyone has likely been in a position of asking for help. It is a great reminder that we are meant to be connected to each other one way or another. Humans are hardwired to support one another, and I am thankful for all my amazing coworkers who help our members daily by being on the other end of the phone.

What does Customer Service Week mean to you?

Kimberly: I think this is a great opportunity to validate and appreciate those who are truly devoted to delivering the utmost of care and support to the members we serve.  We live in a world that is saturated with fear, stress, and anxiety. When we intentionally set out to offer a service that comes from the heart, that is authentic, kind, and truly caring, we can create a ripple effect of positivity that can over time, create positive change.  This week is a powerful reminder of how impactful our service can be in the lives of people we serve.

Hauva: As I understand my role and my work, every week is customer service week; every day is customer service day; every client deserves the best customer service I can give in that moment.

Marlo: Customer Service Week is a time to reiterate the importance of what we do, while highlighting the hard work and dedication of those serving individuals in need.

Jordan: To me, customer service week is about putting the spotlight on those that help to remind each of us why we chose to get into this field. It’s about making sure we are taking good care of ourselves, as good of care as we provide to those we serve.

In celebration of National Doctors Day, we honor the unwavering commitment and exceptional dedication of our Magellan Health physicians. This annual observance on March 30, serves as a meaningful reminder of the invaluable contributions made by doctors worldwide in improving and safeguarding public health. We recognize the vital role our physicians play in providing compassionate care, fostering innovation, and driving positive outcomes for those we serve. We’re spotlighting two of Magellan Health’s doctors, who each explain why they chose to become physicians, and share some of the most rewarding and challenging aspects of working in this field:

• Andrew Sassani, M.D., Vice President, Magellan Health, Chief Medical Officer, California, Human Affairs International and Magellan Health Services of California
• Steven Pratt, M.D., Senior Medical Director, Magellan Healthcare

Continue reading to learn more from Drs. Sassani and Pratt:

Why did you want to become a physician?

Dr. Sassani: Interestingly, I did not set out to be a physician at first. My career plan was to become an attorney all the way through the mid-point of my junior year in college. During the Christmas/Winter break of my junior year, I decided to change course. While studying with my friends at the college library (many of whom were “Pre-Med” students), I found myself being more interested in the subjects they were studying. That led to a bit of self-reflection and questioning my career-path choices. It made me think about the impact I could (or not) have on peoples’ lives and wellbeing depending on the career choices I was making. Eventually this resulted in me changing course towards the field of medicine. Although, truth be told, my mind is still triggered occasionally to take the LSAT and enroll in a part-time (nights/weekends) law program.

Dr. Pratt: I originally wanted to be a neurogenetic researcher. I was planning on graduate school in genetics. I had a friend who was a post-doctoral student in genetics making the switch to become a physician rather than continue to work as a genetics researcher. After many long, heart to heart discussions she talked me into applying for medical school. I planned to become a human neurogenetic researcher and did get involved in human neurogenetic research while in medical school. In the end, I found I liked clinical work more than research and higher brain function more than neurology, so I chose psychiatry and have loved my career.

What is the most rewarding aspect of working in this field? 

Dr. Sassani: Although I find the field of medicine rewarding, it carries a heavy burden of responsibility and expectations which can lead to burnout in the healthcare field for so many. This was never more evident than during the pandemic. However difficult, I think it reminded us all how important and crucial healthcare providers and medical sciences are to the lives and wellbeing of all people.

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

Dr. Pratt: I have been told many times by my patients that I saved their lives. Before working with me, one individual made a serious suicide attempt, coded, and was resuscitated. After I worked with them in a state hospital for about a year and they were being discharged, they gave me a card made with flowers on the cover and inside it said, “Thank you, Dr. Pratt, when I killed myself, everything went dark. There was no light I was moving toward. Now, for the first time in my life I see light thanks to you!”

What does National Doctor’s Day mean to you? 

Dr. Sassani: As clinicians, we join the field because we truly care for others and have a true desire to help those in need. Putting others first is our number one priority and we don’t focus on ourselves, much less celebrate a day of honor and recognition. I think that for many doctors we have a true calling to serve, and we share the sentiment that Doctor’s Day is just another day on the calendar.

Dr. Pratt: I am appreciative that there is a National Doctor’s Day. But the rewards that come day in and day out are more meaningful to me.

On March 30, we are celebrating National Doctor’s Day where we honor all physicians for their dedication and contributions to the health of their patients. With the healthcare industry becoming more complex than ever with so many advancements, tools, and information, doctors continue to manage the overwhelming responsibility to be able to accurately diagnosis and treat their patients and continue to pave the way to better healthcare options. We’re spotlighting three of Magellan Health’s doctors who each explain why they chose to become physicians, and what are some of the most rewarding and challenging aspects of working in this field:

• Doris Lebischak, M.D., medical director with the California plan, has been with Magellan since September 2020.
• Lyle Forehand, M.D., medical director, has been with Magellan since July 2022.
• Anjali Yeolekar-Dasari, M.D., medical director BH Presbyterian/ Magellan Health (NM), has been with Magellan since June 2021.

Continue reading to learn more from Drs. Lebischak, Forehand, and Yoelekar-Dasari on their experience as physicians:

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

Dr. Lebischak: There is nothing more important than our health. When you have your health, you have everything. Anything that I do that contributes to collective or individual health makes me happy.

Dr. Forehand: This is what I was born to do. I really think I’m blessed to be doing this, especially after so many attempts when I was younger to do something else. Being a physician is great because I get to listen and improve at that skill as I’ve always talked more than listened. Especially as a psychiatrist, I must be good at hearing what people are saying and what they aren’t saying. The best part for me is when I have helped someone, not because of something I know as a doctor, but because of who I am as a person. Meaning, all the things I’ve done, or thought, or said all added up to who I am in that moment which helped change someone’s life for the better. I think those of us working in the behavioral health fields get that experience more than most – and it’s awesome!

Dr. Yoelekar-Dasari: I was brought up by a family of doctors in India. I would spend my summers helping my grandfather, a general practitioner, who practiced medicine in rural India. It was watching him interact with his patients and in turn the patient’s gratitude towards his work that made a deep impact on me. I started focusing on science and found the discipline intellectually challenging. I wouldn’t be who I am today if it were not to be for my mother’s constant encouragement to achieve my goal of being a physician and a psychiatrist. The field of medicine and psychiatry has allowed me to meet new people and has given me the opportunity to help make people feel better.

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

Dr. Lebischak: Becoming a physician was an impossibility when I first considered it. I started as a candy striper and believed that women could only become nurses or teachers. Following others that have braved the path before me (especially my sister) has helped me overcome the challenges. Today the challenge is implementing what we know. We have never had better healthcare, yet our life expectancy is decreasing. Lifestyle medicine can prevent 80% of all chronic medical conditions, including mental health conditions. Our collaborative care model gives us a way to support our members to make those connections and make good decisions to support their health.

Dr. Forehand: Everyone has an opinion about health. The Internet has now bred two generations of people who think they know about medicine as much as their doctors. People aren’t simple, and our problems aren’t easy.

Dr. Yoelekar-Dasari: I have spent my entire career practicing psychiatry in northern New Mexico which is very rural. There are shortages of doctors, psychiatrists, primary care doctors, and specialty physicians. This sometimes puts psychiatrists in positions of being everything to everyone and frequently having to cope with being the sole resource for the community. It is the gratitude from my patients that has kept me going.

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

Dr. Lebischak: You have no health without mental health.

Dr. Forehand: It’s great to be in any helping profession. I see everyone in similar helping professions from first responders, teachers, to other health professionals as my colleagues. I’m proud to have them as colleagues.

Dr. Yoelekar-Dasari: Since joining Magellan, I have focused on improving services to the population diagnosed with Autism Spectrum Disorder (ASD). In the underserved and rural areas of New Mexico, members with diagnosis of ASD face challenges accessing services leading to poor outcomes. I have worked with my team on providing education on the importance of early intervention and working on improving services to this population.

What does National Doctor’s Day mean to you?

Dr. Lebischak: What a privilege it is to be a psychiatrist. It’s a time to reflect on all those who support us and the goal of mental health.

Dr. Forehand: I understand the first Doctors’ Day was established by the wife of a physician. I can relate to this as this is what means the most to me: that my wife, who has spent decades seeing what I gave up helping my patients and having to sacrifice with me, would honor the choice I made when I became a physician.

Dr. Yoelekar-Dasari: It is a day celebrated to recognize contributions of physicians to communities. In the past I have marked the day by making donations to underserved communities.

The role of being a leader is one that is of foremost importance to Paul Messier. As Senior Director of Federal Program Management, Messier, who has been with Magellan Federal since April 2014, works on programs that provide HR services to military members and their families. He is one of three Senior Directors assigned to the Human Readiness Division (HRD), where he leads six contracts that include 310 people located at 75 Army and Navy military bases around the world.

Messier shows pride in his leadership role by pointing out that everything in the Federal service delivery contracts is designed to ensure the human readiness of Service members and their families. He also points out that the same elements of human readiness that apply in delivering operational excellence to customers are relevant when engaging with Magellan’s own employees in a culture of servant leadership. “Just as military members and their families are serving our Nation; our federal employees and their families are also serving our Nation in their respective military communities. If we expect our employees to address the human readiness needs of their customers, then we as leaders have an obligation to attend to the basic human readiness needs of our work force. From that perspective, human readiness has a double meaning to me – one is operational and the other is organizational.”  Continue reading to learn more about Messier’s work with the Human Readiness Division and what being a leader means to him.

What cool, innovative projects are you currently working on?

Right now, I’m focused on developing a new leadership model for our division. This is a reality-based, relationship-driven leadership approach that emphasizes bringing our most authentic selves to the workplace and creating more welcoming environments for our employees that foster trust and transparency. It’s an intentional effort to promote the health, well-being, and overall human readiness of our employees by integrating leadership principles and practices across four key domains:

• Practicing authentic servant leadership that emphasizes emotional and cultural awareness.
• Promoting a healthy work environment that fosters unity and cohesion for world-class service delivery.
• Providing continuous professional development through mentoring and coaching of the workforce.
• Encouraging shared governance that empowers employees to inquire, innovate and make decisions to the maximum extent within their professional scope of practice, and recognize them for their achievements.

I think there is a need for a model that offers a framework and training tool for sharing these leadership principles with our mid-level and junior leaders.

Why is Magellan Federal the best place to do these kinds of innovative projects?

I believe that when we consider our overall strategy of bringing products and services to the marketplace, we should always focus on being compelling, contemporary, and competitive. So, when I think about our collective role as leaders, I think about how we can apply these same principles to leadership. In these uncertain times, employees are asking for more from their leaders and seeking a healthier work-life balance. If we want to reach the hearts and minds of our employees and retain our human capital, we’ve got to find the courage to show them our own hearts and minds…show them who we are and how much we care for them.  If we can do that, then our message will indeed be compelling, contemporary, and competitive.

What are your thoughts on Magellan’s culture? How has the culture impacted your projects?

Magellan Health and Magellan Federal leaders have enhanced our culture by opening an atmosphere of transparency. That culture will be propagated if leaders replicate positive messaging by flowing it down the chain and engaging with our employees. Leaders cope with change, and more change always demands more leadership. We have the right leaders in place and the messaging channels and mediums are fully evolved and robust.  The stars are aligned for a new leadership model that we can share with our junior leaders and employees. Our corporate vision emphasizes leading humanity to healthier, vibrant lives, so I believe our organizational culture should also emphasize leading our own employees to help them achieve healthier, vibrant lives.  That’s what gets me excited about leading my projects.

What trends are you noticing in the healthcare industry that are related to the work being done at Magellan Federal? Are there any lessons from other industries that can be applied to the work happening at Magellan Federal?

I see many positive trends, but I also see that the healthcare industry faces many of the same challenges as an industry in general. There are remarkable things happening with innovative technologies such as artificial intelligence and digital apps that show great promise to improve healthcare outcomes.  But there are also issues and trends involving burnout of physicians and caregivers, politicization of healthcare, and issues of diversity, equity, and inclusion. What I try to do is learn the lessons I can from what I see happening around me and apply what I’ve learned as best I can when I engage with my own employees. To me, the common denominator when we look at these issues always seems to circle back to the need for authentic, reality-based leadership.

Learn more about the various solutions provided by Magellan Federal here.