Kristen Ford, vice president of product innovation and development for behavioral health, has led many new innovative products being developed at Magellan Health. In her position, Ford is responsible for the product innovation and development activities for behavioral health solutions. Ford, who is based in Oregon, has worked for Magellan Health for 12 years on various innovation strategies focused on best-in-class services that help members live healthier lives. She is a Six Sigma Black Belt and a clinician who’s passionate about driving human-centered product development that changes lives. Most recently she’s helped to launch a full continuum population health wellbeing solution to improve population engagement into evidence-based care and improve the quality and accessibility of healthcare for those that are thriving, struggling or suffering. Continue reading to learn more about Ford’s work on these innovative products:

What cool, innovative products are you currently working on?

My responsibilities focus on new products that drive growth, leverage Magellan Health’s thought leadership, and enhance the lives of the people we serve. One example is the development of a comprehensive autism strategy where we are creating new mechanisms for timely access to autism screening with faster diagnosis to improve early intervention. We are laying the groundwork for new clinical models that intertwine technology, diagnostics, therapeutics and facilitate better coordinated care for the whole child.

We’re also working on other complex areas of healthcare such as suicide prevention. We care deeply about the recent increase in population suicide trends and our mission is to make suicide a never event. We do that through creating solutions that empower individuals with knowledge, education and tools in an environment of uninterrupted and supportive care.

Medical integration is another area of focus with our new collaborative care product which improves medical and behavioral health integration by making it easier for primary care physicians to diagnose and treat members’ behavioral health condition in the office. We’re looking at ways to solve important challenges in the delivery of behavioral healthcare by working on solutions that enable navigation, digital engagement, transform the delivery system and offer new models of care.

Can you expand on the work you’re doing with projects like Mightier, NeuroFlow and DUOS?

Mightier is a biofeedback gaming solution that teaches children emotional regulation to help them manage big emotions and teach calming strategies. This is important because it offers a bridge to care for children and families that are struggling. It’s been shown to be highly effective in randomized control trials for children with autism, ADHD, OCD or other similar conditions. It’s improved oppositional behaviors in children and decreased caregiver stress. We’re currently working with Mightier on a study through the National Institute of Mental Health to show that using this type of intervention can improve quality and cost of care.

We’re also working with NeuroFlow to deliver a collaborative care product, which expands Magellan’s value proposition with the ability to manage total cost of care. NeuroFlow brings the technology, and Magellan provides the clinical management which has resulted in a solution that is highly appreciated by our clients. We also launched the NeuroFlow population health app which provides digital wellbeing and self-care tools, including our digital cognitive behavioral therapy modules, to help members improve overall health and wellbeing, manage stress and build resilience in a confidential manner.

DUOS is an opportunity for us to address the social determinants of health and needs of older populations. DUOS provides a personal assistant for aging – a DUO – to help older adults stay healthy and age independently in their own homes. We connect older adults with social support and resources to manage social isolation, healthcare access and behavioral health needs. In our pilot results, we found that 97% of seniors were linked to resources to meet their needs and has high satisfaction with a net promoter score of 88.

Why is Magellan Health the best place to build new innovative products?

We are fortunate to have an executive leadership team that developed a culture that supports innovation. It’s part of our DNA. We have been successful in evolving our innovation strategy that positions Magellan as a thought leader and innovator in the behavioral health and wellbeing space. Our executive leadership believes that innovation is essential in treating the whole person, achieving growth and moving our business forward.

What are your thoughts on Magellan’s culture? How has that culture impacted the products you’ve worked on?

I think it’s a highly collaborative and team-oriented culture. Everyone is willing to roll up their sleeves and help achieve the best outcomes. The Magellan culture is purpose and mission driven. Everyone you encounter is focused on the best ways to support our customers, ensure members have the best experience and they’re getting the best care possible. I think that’s the picture of Magellan and it’s a wonderful place to work and drive innovation.

Currently, we have a pipeline of over 44 different products or product enhancements that we’d like to explore. People are familiar with Magellan’s culture of dedication and innovation. As a result, they are willing to collaborate and advise us as we drive towards solutions that can improve the lives of those members we serve.

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

There are new trends in the field of autism related to clinical advancement and how we work with children on the spectrum as well as exciting developments and solutions in managing the total cost of care. There are new approaches that allow us to combine technology and clinical acumen deliver new care models. The pandemic created an environment where members and providers used new technologies and tools out of necessity which now provides us opportunity to continue to build and accelerate the adoption of new care models through technology. We are also seeing new and exciting opportunities to engage and activate members while reducing stigma.

Some industries can market directly and successfully engage the end user. We can learn from those industries and drive growth through that engagement.

We are fortunate that the Magellan leadership team and culture supports us in exploring those recent trends and solving for some of the most difficult challenges we see in service delivery.

Total wellbeing means that you feel fulfilled in all aspects of your life. Your mental health is a big part of your wellbeing. It is important to be aware of the signs or symptoms of mental stress so you can seek help or recognize when someone you care about may need help.

5 reasons why it is important to pay attention to your mental health and wellbeing

1. Mental illness is more common than you think. Mental illness does not discriminate, it affects people of all ages, genders, and ethnicities. One in five U.S. adults experience mental illness, 1 in 20 U.S. adults experience serious mental illness, and 17% of youth aged 6 – 17 experience a mental health condition. Unfortunately, too many don’t seek help.
2. Mental illness affects your physical health. Your brain is part of your body. Mental and physical health are connected. In fact, mental illness can be the root of many physical symptoms. For example, if you are suffering from insomnia, heart palpitations, or fatigue, your doctor may want to rule out depression, anxiety, or other mental health conditions as a potential cause.
3. Diseases or injuries can increase your risk. Just as mental illness can cause physical symptoms in your body, physical diseases, like cancer, multiple sclerosis, diabetes, and trauma such as head injuries, can raise your risk of mental illness. It is important that you are honest about your experiences when speaking with your doctor.
4. It runs in families. Mental illnesses tend to run in families due to both genetic factors and family cultural issues. Remember to include things like depression, bipolar disorder, and attention deficit hyperactivity disorder in your family health history along with information about heart disease, cancer, and other conditions.
5. Early detection makes a difference. Like medical conditions, getting diagnosed early generally leads to better outcomes. Getting the help you need can prevent symptoms of mental illness from getting worse and causing negative effects on your life, including strained relationships and difficulty managing work and finances.

Visit our 2022 Mental Health Month web page to discover more tools to address and spread awareness about mental health, wellbeing, and specific conditions as we recover from the pandemic and deal with civil, economic, and global unrest.

Sources: health.clevelandclinic.org, nami.org, nih.org

Finding solutions that allow individuals to improve their overall wellbeing has been Sara Pierce’s primary focus with the recent launch of eMbrace on April 1, 2022. As senior vice president of strategy and execution, Pierce has worked closely on the collaboration between Gallup and Magellan Health and the creation of the Magellan-Gallup Wellbeing Project. With over 10 years of experience working at Magellan, Pierce is a leader on the Growth Team where she’s responsible for the team’s Go-To Market strategy (GTM) and leads individuals on the sales operations, the sales training, and customer experience teams. Pierce, who is based in Connecticut, discusses her ongoing work with Gallup on projects including eMbrace, and how Magellan’s culture has been instrumental in its success.

What sort of innovative projects are you currently working on?

I think the most innovative and fun project I’m working on right now is related to our collaboration with Gallup. We’ve created the Magellan-Gallup Wellbeing Project, joining  forces to combine Magellan’s 50 years of behavioral health experience with Gallup’s industry-leading insights and research to understand how we can better meet the needs of individuals and improve their overall wellbeing. Gallup’s State of the Global Workplace Report tells us that roughly seven in 10 employees are struggling or suffering in their overall lives, with negative emotions at an all-time high. As an employer and a human this is deeply troubling to me.

eMbrace is a fully integrated, evidence-based solution for supporting members’ total wellbeing. We’re incorporating Gallup’s wellbeing assessment and then introducing different solutions or opportunities for employees to engage at all levels across the continuum depending on where they are in the six elements of wellbeing. In essence, we are breaking the silo that has until now separated employee assistance and clinical care, shifting an individual from coaching to employee assistance to clinical counseling based on what is happening in their life.

Do you have any other projects still in the planning phase?

We’re still in the thick of the recent eMbrace launch and it’s exciting that our own Magellan associates will be one of our first customers to utilize eMbrace. This provides us a valuable opportunity to “walk the walk” and to continuously learn from ourselves and our own team. At the same time, we are exploring how we can bring this important work to our health plan, public and Federals markets as well. This is only the beginning!

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

I think we are the perfect place to do this because of our over 50 years of deep clinical behavioral health experience. Our customers, whether they are employers, health plans, public or federal markets, all have one thing in common – they all have people who are struggling and suffering. The way I think about it, is if not us then who?

What are your thoughts on the culture here at Magellan Health? How has the culture at Magellan impacted your project?

I think one of the things that’s truly unique about Magellan’s culture is that everyone is singularly focused on our mission to help people. We take that very seriously. I think that’s a big part of who we are and why we do what we do and that it’s palpable. When you’re working on trying to solve big problems, it helps to bring it down to the individual level and understand that what we’re doing matters to a person, a family, and an employer. That culture informs everything we do.

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

We are in unprecedented times in terms of the rise in unmet need. More and more, as an industry, we are coming up with unique ways to try and meet those needs. One example of that is by addressing people earlier on in the continuum so that we can intervene to prevent exacerbation of illness. Offering digital assessment tools and interventions is one way to try and address the unmet needs. But of course, we can’t make the mistake of letting the pendulum swing too far in any one direction. I believe that our customers want us to balance digital and in-person. The right tools to the right people at the right time.

I think one of the problems in healthcare is that the industry has not designed solutions with the user experience in mind. Meanwhile in all other aspects of our lives, our tolerance for bad experiences is getting smaller every day. Our cell phones are continuously upgraded to improve our user experience. Products and services are marketed directly to us based on knowledge of our preferences, and we have countless choices in entertainment, retail, and restaurants. User experience is king in everything other than healthcare. For too long consumers of healthcare have been trapped with few choices. The good news is that every day I see more evidence that this is changing but we have miles to go before we rest.

Learn more about the dimensions of wellness here.

The holidays can be a joyous time—a time to spend with family and friends, reflect, and be thankful. Yet, for many people, the holiday season can bring on the blues, including feelings of anxiety, stress, worry, and sadness. These feelings may even be worse for those who have experienced divorce, lost a loved one, or are living far away from family and friends.

The holiday blues

A 2014 survey conducted by the National Alliance on Mental Illness (NAMI) found that the holidays contribute to feelings of sadness or dissatisfaction. Of those surveyed:

• 63% reported there was too much pressure
• 57% stated they had unrealistic expectations
• 66% reported experiencing loneliness
• 50% were unable to be with loved ones
• 55% found themselves remembering happier times in the past contrasting with the present
• 68% reported feeling financially strained

While the holiday blues are different from mental illness, it can lead to clinical anxiety and depression. It is important that we do not ignore these feelings, especially as we all continue to deal with changes wrought by the COVID-19 pandemic but deal with them in a proactive and healthy manner.

Tips for beating the holiday blues

1. Throw guilt out the window. Try not to put unreasonable pressure on yourself to be happy or enjoy the holidays and avoid overanalyzing your interactions with others. Give yourself an emotional and mental break this holiday season.
2. Be realistic and try not to expect the “ideal” holiday. Keep expectations for the holiday season manageable by not trying to make the holiday “the best.” Be truthful to yourself and others about what you can and cannot do. And remember, nobody has a perfect holiday or perfect family.
3. Give to others. Volunteering somewhere, like a soup kitchen, food bank, children’s group home or facility for the elderly can fill you with feelings of love and pride. You will spend time with others and immerse yourself in the true spirit of the holiday season.
4. Stay connected. Schedule phone calls or virtual gatherings with your favorite folks where you can open gifts together, sing songs and reminisce. Spending time with those who love and value you can be very comforting and help ground everyone involved.
5. Acknowledge the past yet look toward the future. Change is a constant part of life. If your holidays are not like they used to be, it is OK. Cherish the memories and remember everything does not have to be like past holidays for you to enjoy the season.
6. Make a budget. Budgeting at the start of the season for holiday shopping and expenses is one of the most effective ways to alleviate stress. It helps prevent accidental overspending and allows you to manage expectations.

Want more tips for beating the holiday blues?

Visit the Magellan Healthcare holiday emotional wellbeing website for resources to help you find peace and moments of joy this holiday season here.