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December is a peak month for home burglaries, but many could be prevented. ✓ Don't display gifts where they may be seen through a window or doorway. ✓ Be extra cautious about locking doors and windows when you go out, even for a few minutes. ✓ If you have house guests, let them know about your security precautions and make sure they follow them. ✓ If you go away, get an automatic timer for your lights. ✓ Have a neighbor watch your home for you and pick up newspapers and mail. Volunteer to do the same for your neighbor. ✓ Arrange for a neighbor to accept packages if you're not home. ✓ Have a neighborhood holiday party that includes elderly residents and people who do not have families nearby. Happy Holidays from McGruff

Provided by: 3te Blue Cross and Blue Shield of Florida's Je Paid Safety and Security Department lie, FL :>. 85 C O N T E N T S PROfll( PosT SCRIPT for anything for Christmas, because floor of the tower building. FEATURE Contributors Dear Santa: 1 really don't need anything, and The view will be great from cl Nancy Bateh, Dan Briggs, Tammie Burnsed, Cathy besides, there's no more roomin nineteenth floor. Probably almrn f) The significance of the State Account victory to employees and BCBSF. Carpenter, Tod Carrier, William Hope you are well and staying my cubicle or in my house, but now as good as the view you have of t E. Flaherty, Mimi Gilbert-Quinn, warm in the North Pole. that I think about it, I could use a city as you fly over the homes Karen Morris, John Nunn, I know you are very busy right Christmas Eve. Marjorie Phillips few things. now, probably having two-way More regional correspondents What a great job you have. DEPARTMENTS Regional correspondents communications meetings with the would be great. They could send me Making toys, eating cookies, flyi: Northeast- Maria Sims elves to discuss a winning strategy From The Top - William E. Flaherty thanks employees for their contribu­ stories about the employees they around first class everywhere yoL C) Southern - Shelly Spivack for delivering presents to all the work with and the projects they're go. No wonder you're so jolly. tions to the company's success. Central- Barbara Schreiner goodgirls and boys around the - Jill St. Pierre working on around the state. And I'm almost positive that I've Florida Focus - Healthy Addition offersprenatal education -- and more; West Coast - Terry Harris world. they could send good quality caught you in a good mood, so I': @ Robin Wingfield wins the naming game; Blue Line goes statewide to help Northwest- Sue Kever I can appreciate the degree of photographs that we could include going to ask you fora really big providers. organization that an organization in Profile. favor. 0 Employees Only - Help forworking parents; United Way campaign earns Editor like yours has to maintain to stay in As you're making your way Could you send me some elve BCBSF recognition and thanks; employees learn an aerobics lesson. Rejeanne Davis Ashley business. Where I work, there's also around the state delivering toys on help me with the work? Maybe a tremendous commitment to Christmas Eve, could you ask during their offseason, when the In The Spotlight - Success with the Partners in Achievement program; fJ) Manager customer satisfaction, so I under­ Flaherty welcomes Chiles in Miami; employees caught doing something right; employees in the regions to be sure aren't real busy making toys... service anniversaries and new employees. Harold Barnett stand how you must feel right now and send me useful information Of course I would share the elvei as you make your list and check it throughout the year? with my co-workers, because the Profileis published by the twice, figuring out who has been It's not that I want you to do all are very busy, too. Public Relations Department for naughty or nice. the employees and retirees of my work for me, Santa. I'll be In fact,we could use their hel Blue Cross and Blue Shield of J use for the record, I have been visiting the regions more next year, now as we unpack all our files an SNAPSHOTS Florida and their families. very goodall year. I plan to be even and so will the other members of settle in to the new offices on 19 All rights are reserved. This better next year, especially when it Manager's Memo - Promoting the right people. magazine or parts thereof may the department. But, I figured I'd Listen, I've kept you a lot longer @ not be reproduced in any form comes to work. ask while I have your attention. than I planned. I still have tons< Career Corner - How to rethink your anger. without permission. Copyright For example, in the most recent You know what they say -- if you work to finishbefore the holiday 0 1991. Articles and photo­ graphs may be submitted for communications survey, employees don't ask. .. haven't cleaned the house yet, I Health - The right way to work out. 1 f) consideration. Please send to: told me they wanted more frequent Hmmm. I thought of some­ have to go buy the turkey, and 1 1 Profile, c/o Public Relations, communications, so they'll be thing else that would really help me still looking fora Little Singing f) For Your Benefit - The company's stand on work and family issues gets even Riverside Home Office Com­ better. plex, 3C. For information, call receiving Profile more often next with employee communications -- a Mermaid that doesn't cost an arn (904) 791-6329. year. It will have a differentdesign laptop computer. It won't take up and a fin. that will make it easier to read, too. much room, either. Love to youand Mrs. Claus. Hav1 USA Official Sponscr Awards Employees in the regions say Do you carry high-tech toys in a greatholid ay. Enjoy thetrip. +.Q. ol lhe 1992 eU.S. Ofymp" Toa� Jacksonville Golden Image they want more news about their your sack, Santa? And do you award for best magazine • Best Public Relations Printed activities, events and accomplish­ deliver to the office?Let me give Material, Florida Public ments, so there will be more room you the address, just in case, and Relations Association • Award �JIG- On the cover: The company's annual Toys For Tots variety show offered in each issue devoted co regional cell you that right beforeChristmas something for everyone -- most of all for kids whose Christmas dreams came of Distinction, magazine coverage. the Public Relations department is P.S. It's about 80 degrees down true, thanks to generous donations by BCBSF employees and volunteers. category, FPRA (state level) I sure wish I had your knack for Cover photo by: Kelly LaDuke moving fromthe third floor of the here. Tell the elves to bring thei1 geography. I wasn't going to ask you center building to the nineteenth surfboards. ■

� Flaherty continued frompage 3 FROM THE TOP need exists and are always willing llue Cross and Blue and anxious to do whatever it takes :hield of Florida's :orporate Objectives to meet that need, even when faced 'hese are the company's with the challenge of managing We also will increase our trategic objectives for busy schedules at work, at home Enduring involvement with education. We 991 . Plans and initiatives and in the community. People like have long played a role in educa­ ndertaken this year you - who take the extra step to Values tion as we worked with customers hould be in support of ensure success in every endeavor - and providers to answer their ne or more of these By William E. Flaherty, demonstratethe kinds of values questions and to help them under­ bjectives: t Presidentand CEO ofBlue Cross and :xcellent Service that will take Blue Cross and Blue �-=-94, . stand their benefits. But our role .�.,;;,,,.,;:&_.l;i:JJ Blue Shield ofFlorida ✓e will provide to our Shield of Florida into the future. has expanded as we have seen the ustomers predictable, As we head into the hectic value of reaching out to the he year that is now drawing to a nderstandable, hassle­ ho! iday season, I want to take a few J community through collaboration ee service that is consis­ close has been marked by events of moments to pause and personally between the public and private mt with their expectations tremendous significance. In every thank you foryour continued sectors. With programs like t purchase and that arena - political, economic and positive attitude, your hard work, Partners in Achievement, which Iinimizes the need for social - there have been dramatic Jstomer involvement with and your commitment to the takes business education to a local changes. Our world is literally not ayment to providers. company and the community. high schoolto give the students the same fromone day to the next. E. lnancial Strength My very best to you and your William Flaherty hands-on experience that will le will maintain Blue When facedwith such sweeping familyduring the holidays and in led us to initiatives that remind us better prepare them to succeed in ross and Blue Shield of change, we naturally find some the year ahead. ■ ACiilf::g:•Fbm daily how important it is forus to the future, and programs like Babies lorida as a financially T.V. comfort in constancy, in values and provide excellent service. In every & You and Healthy Addition, :rongand competitive 1992 Holidays beliefsthat endure. rganization. aspect of business, we have an which offerprenatal education to These values and beliefs begin rarketShare obligation to serve our customers women so they have healthier State frompage 5 fe will attain dominant Account continued JANUARY I with the individual and extend to well. We must develop the products NewYear's Day babies, we are demonstrating our ·ivate market share levels of customer serviceand the family, to business, to society. they need and expect, we must be APRIL17 commitment to issues of signifi­ >nsistent with financial enhanced managed care and health Integrity, decency, honesty and Good.Friday ready and willing to answer cance to the community. >undness, delivery of education programs, BCBSF is courage are values that shape us as APRIL20 questions they have about those Through individual and corpo­ Jperior service and our Day AfterEast.er/ people and serve as indications of ,erall provider strength. positioning itselfas a real leader in PassoverWeekend products, and we must be willing to rate involvement in our commu­ the -kind of world we all wi II share. 'ationalAssociation heal th care." MAY25 make the changes necessary to keep nity, we are making a difference MemorialDay Observed These are values that last and that 'e will support a strong, The significance of that role needs our customers satisfied. daily. A shining example of our will carry us into the future. fective national organiza­ no elaboration- it affectsevery JULY3 Our concern does not end with involvement is the factthat with >n of plans. IndependenceDay At Blue Cross and Blue Shield of employee of the company, justas the Observed customers. this year's United Way campaign, 1rganizational Florida, our employees have State Account will affectevery SEPrEMBER7 We have a greater obligation­ pledges exceeded $445,000- ffectiveness laborDay demonstrateda tremendous employee. From better marketing to all of society, including many marking a significant increase in 'e will develop and NOVEMBER26 commitment to the values that help aintain an effective, techniques to enhanced managed ThanksgivingDay people who currently have no employee participation and in funds build a company and keep it strong. ghly motivated and care programs,from customized NOVEMBER27 health care coverage. We will raised. The money will be carefully oductive organization. Dayafter Thanksgiving Thanks to your effortsto maintain · computer systems to improved continue our focuson developing allocatedto a number of causes and rovlder Relationships DECEMBER24 the company's financial stability, customer service,our work with the sound public policy and designing activities to help needy people in 'e will create sustainable ChristmasEve market presenceand customer health care products that reach the our community. ,mpetitive advantage State Account is leading us to a new DECEMBER25 focus,Blue Cross and Blue Shield of Chris1masDay uninsured, not only because it rough effective business organization,in which all parts work Florida is unique in this market­ I'm very proud to be associated lationships with PERSONAL makes good business sense, but also with people who recognize when a together forthe customer. ■ FLOATINGHOLIDAY place. ·oviders. IndividualChoice because we are in a position to Concem forour customers has make a tremendous difference. continued on page 14

� CI:) examine our commitment co making tive, TAM... Valencia.E. Flowers, thenecessary changes that would Control Clerk A, HOC ... Terrie L. New Operator, JMA ... Deborah L. satisfyour customer. That commit, Johnson, Executive Secretary B, Herrera, Statistical Clerk A, GIL... Rein S. Hofstra, Program, SIGNIFICANT ment has tremendous significance for HOC ... Anita B. Plymel, Claims Employees mer Analyst, RIV ... Kay E. other areas of the company, both in Service Rep III, FC2 ... June A. Yon, Houl.dsworth,Customer Service the shore term and forthe future." MIS Coordinator,HMP, ORL We welcome the following Rep B, FC2 ... Elizabeth A. IC TORY new employees - hired Hurtz, Benefits Safeguard When Blue Cross and EVOLUTION PROGRAM ENHANCEMENTS through November 15 and Analyst, JMA... JenniferL. Ives, noted by their job title and Blue Shield of Florida Opportunity alsocomes into play The State's expectations for new File Clerk, FC2.. . Frank F. fift�dl/:t[ettrs location- to Blue Cross and Kucinskas, Claims Service Rep won a competitive bid as BCBSFcontinues to evolve froma managed care programs led BCBSF Donal.d S. Altman, Correspondence Blue Shield of Florida: Trainee, FCl... David M. Luckie, to continue providing health insurance company, where to enhance our hospital admissions RepresentativeB, FCl... Regina C. State Account Operations, the focusis on paying claims- to a health care coverage to review and casemanagement LaverneD. Alexander, Cus, FCl... Roger K. Madore, State Davis Archer, Supervisor, Opera, tamer Service Rep B, FC2 ... the employees of the state of Florida, managed care company, where the programs. BCBSF alsodeveloped Account Operations, FCl... tions HIS Field Support, HCS... Daniel X. Baca, Customer it was a significant victory forthe focusis on working with providers to health education programs that Mark C. Marvin, State Account SusanA. Stone, Team Secretary, Service Rep B, FC2 ... Diane G. company. offer high,quality, cost,effective care would help State employees better Operations, FCl... Theresa M. Legal, HOC Barrile, Micrographics Product Murphy, CentralRegion, ORL ... That's putting it mildly, says Bob to customers. understand the relationship between Clerk, HOC... Jose Barros, ValenciaR. Murray, Customer Sebok, vice president of Group Sales. "We knew that if we were to their health habits and health care Controller, HOSF, MIA... Service Rep B, FC2 ... Susan C. retain the State Account, we'd have costs. A health education program KarenY. Bednar, Medicare B ''The State Account is significantto O'Neill, State Account Opera, the company formany reasons- not to meet their expectations, especially foruse by State employees is now OCR Entry, HOC ... Tammy L. tions, FCl... Gene Pa/azesi, Bernhard, just becauseit contributes to in terms of managed care programs being developed by BCBSF in fiQeifl,:::�etirs Medicare B OCR Correspondence Evaluator, Entry, HOC... Linda M. company earningsor involves jobs and improved customer service," says conjunction with state agencies and Janice P. Jackson, Operation HOC... Patricia D. Parker, Blackshear, Micrographics Supervisor Medicare B Claims for our employees, but also because it Craig Thomas, director of the State will be available in early 1992. ''This Analyst II, FC2 ... GwendolynP. Product Clerk, HOC ... Mary L. Processing, HOC... Sabrina L. represents strength and opportunity." Business Unit. "And they had high program provides an excellent Marshall, Section Leader IX, FC2... Medical Analyst RN, Blade, Parker, Claims Service Rep expectations. Theseexpectations learning opportunity and will help us Veronica L. Williams, Supervisor HOC. .. Mary C. Bose, HRIS Trainee, FC2... TralenaR. challenged people throughout the develop new health education Technician II, HOC ... Gisele SIZE AND STRENGTH Claims and Customer Service, FCl Patterson, Secretary A, FC 1... organization to work together in new C. Brimo, Secretary B, HOC... We serve more than 110,000 programs for all our customers," Robert L. Petty, Supervisor, Joanne Burger, HOC. .. Terri H. and innovative ways. We had to says Thomas. .·. -:-:- ,:,: .-:-:- ..· Medicare A Claims, JMA... State employees and their families. Butler, Customer Service Rep Daniel S. Powell, State Account An account of this size offersBCBSF twett�•:1:1�,;;::.f/ears B, FC2 ... Darcelle P. Cole, Operations... William M. Rice, real strength to negotiate cost� Customer Service Rep B, FC2, Jacquelyne M. Baxter, Medicare HOC... Jamie T. Russell, Quality effective arrangementswith providers Rachelle S. Combs, Control Analyst, Medicare A, JMA... Hearing OfficerII, HOC. .. Exie throughout the state- arrange, Clerk A, HOC... DianaL. Sussette S. Scott, Image Entry Warren, Customer Service Repre, Crosby, Image Entry Operator, ments that benefitour other custom, Operator, HOC ... Cynthia C. HOC... Alice M. DeVaughn, sentative B, HOC Shakir, HOC. .. Michael D. ers as well. Claims Service Rep Trainee, There's anotheradvantage to ·. . •: .•· Sheppard, State Account }:: -:-· ,;:;::" FC2 ... Ronald Ed Dorr, FEP Operations, FCl... Karl V. having a strong PPO network, says Hans s Representative, FCl... R. Smith, Clerk A, FCl, Patricia A. Sebok: a competitive advantage. eriidfJ1y�rtf Gestewitz, FEP Representative, Sutton,Control Clerk A, "Potential customers are attracted to Marilou A. Watson, FCl... Delores B. Grant, HOC. .. Evelyn Toups, MIA. .. Control Clerk A, HOC ... our extensive network because it Marketing Coordinator, National YolandaD. Willia.ms,HOC. .. Richard E. Hadaway, FEP offersthem choice and quality," he Katrina H. Wilson, Research Accounts, FC 1 ■ Representative FCl... Damn says. "Becauseof our success retain, Clerk B, JMA... Virginia.F. G. Hall, Customer Service Rep Woodard, Data Entry Operator, ing the State Account, we can use B, FC2 ... Thomas W. Harris, HOC. .. Foster V. Wright, FEP this strength to gain and retain other Control Clerk A, HOC... Representative, FCl ■ business." Employees wiU be moving toward team,oriented approachesto meet customer expectations. Kimberlee L. Haver, Data Entry

� � Service Anotherexciting new programis redesign jobs and work flow. This PUBLIC POLICY LEADERSHIP HealthyAddition, a prenataleducation prototype will help us learn how to "Maintaining a positive working WORK AND FAMILY Anniversaries programwe'll beintra:lucing to State bemore successful, both here and relationshipwith the State govern­ By Mimi Gilbert-Quinn employees in January, 1992. (Seepage 6 throughout the company, and will ment allows us to work closely with formore informa tion.) enable us to reach new levels of BCBSF understands the relationship between family life and The following employees, with key public sectordecision makers at a servicefor our customers." effectiveness in the workplace. The company currently has their job title and location noted, time when the governoris reviewing CHALLENGE AND CHANGE Convinced of the significance of health care policy," says Bob Sebok. several components of a competitive Work and Family program celebrated anniversaries in Administering thesenew and the State account? "By workingcarefully to meet the and is helping employees with these issues through: December: enhanced programsled to another Wait, there's more ... State's needs through improved • A pre-tax dependent care account under the Select Fund challenge - one that involves continued on page 14 Flexible Spending Account program. fi�)fftksr technical and organizational changes. • Dependent Day Care information guides for employees in 'The new performance standards Thomas W. Bright, Inserting Jacksonville. established forthe State Account Machine Operator,HOC ... Jo A, Just what does the State of Florida expect from us? In a • Leave of absence policies that include maternity, child care and would be virtually impossible with Brooker, Secretary A, JAM ... Terri phrase, superior service- better than anyone else can personal situations. our current systems and organiza­ B. Butts, Senior EDP Product provide. • Summer camp information guides for Jacksonville employees. tion," says Vickie Bankhead, director Controller, HOC. .. George D. • For example, the State expects us to be available to help • Flexible work schedule program. of State Account Operations. "So Dugger, Section Leader, Inventory customers from 7 a.m. to 7 p.m. five days a week, and from 8 this challenge helps us move toward • Sick Dependent at Home care program. Control, HOC... TracyE. Eunice, a.m. to noon on Saturdays. a new, team-oriented way of operat­ During 1991, BCBSF piloted a Sick Dependent at Home care Associate ProgrammerAnalyst, • The State also expectsus to re spond to written inquiries ing. Our change effortsin Private program in Jacksonville. The program will be enhanced in 1992 GIL. .. Vicentee G. Ferguson, within three working days from the time the company receives Business Operations over the past and extended to the regional offices. The program in Jacksonville Statistical ResearchAssociate, them. three years have prepared us for this is provided by Nannies pm, the home care division of Nurses Statistical, FCl... TerrellA. Gibson, How can we meet these expectations? effort with the State Account." pm, a leading provider of quality nursing personnel to hospitals Manager, Human Resources and Using the traditional approach, we couldn't. We can't keep Therewere technical changes,too. our computer systems on line from 7 a.m. to 7 p.m., because it and private residences throughout Florida. The services will be Administration, FCL.. . Dennis J. A new computers ystem is devotedto Goebel, Senior Print Shop Opera­ would interfere wijh nightly processing. And using the tradi­ provided by Nurses prn for participants in the regional offices. proces.singclaim s forState empl ees.It tor, HOC... RobertJ. Hester, oy tional approach, we couldn't respond to writtenin quiries within Additionally, the program will be enhanced in 1992 to provide allows formuch more cust omizing to Assistant General Counsel II, three days because it often takes more than three days to well dependent care, when your loved ones are unable to attend meetspecific needs that State empl ­ HOC. .. Connie L. Houser, Tele­ oy move them through sorting, batching, microfilming and ship­ school or child care facilities or are otherwise unable to care for eesmay have. communications Coordinator, ping to the responsible department. themselves. HOC ... RobertaI. Huffman,Dir, So we are designing different approaches. Our computer We are pleased to announce that the company contribution MODEL FOR THE FUTURE Med & Small Group, South processing for the State account will be on a new and separate toward the hourly rate has increased for 1992. The company will Florida, FTL.. PatriciaA. "In Private BusinessOperations, computer.We won't microfilm the correspondence and we'll pay a portion of the Nannies prn or Nurses prn hourly rate based McCaskill, Clerk D, HOC ... Karen each division has committed to at only spend a minimal amount of time sortingclaims prior to on an em�loyee·s personal income level. For those employees L. Mezick, Claims Examiner B, least one team-basedprototype processing. with base salaries of $30,000 or less, the co mpany will pay 75 PEN ... Jo M. Schultz, Claims effort," says Tom Dunn, vice These are just two of the 16 new performance standards we percent of the hourly rate. For employees with base salaries of Examiner A, HOC. .. president of National and Corporate agreed to for the State account. We intend to meet all the Accounts Operations. 'The effort in greater than $30,000, the company will pay 50 percent of the standards. State Account Operations area The highest level of performance, though, is not measured hourly rate. The Nannies prn hourly charge is $9 and the Nurses ····tetii"'5•·· . involves not only State Account on a day-to-day basis. The highest level is attained when we pm hourly charge is $10.50. There will be a one-time initial employees but alsoemployees from perform so well that our customer cannot find comparable joining fee of $25 if you enroll in the program by December 31, HenryB. Barnett,Jr., Director, Information Systems and Operations, performanceanywhere - and does not want to leave us. 1991 and $50 for employees who enroll during 1992. Major Accounts, FC2 ... Marlene M. Program Management and Market­ If we performthat well for the State, in the future we can do Bricker, Field Service Representa- ing. We are working together to it for all of our customers.

� � FLORIDA Focus Thanks For Giving

Beautiful Twenty employees "caught doing something right" for customers were Babies recognized at a luncheon held in their honor. Mike Johnson, director Healthy Addition, a comprehen­ for Private Business Operations, sive prenatal education program, presented the button award winners will be introduced to our HMO with individual certificates of customers and to State employees appreciation for their excellent Emfhyees " ht. da samethi ,iglu." include (seated): LorettaP , LouGruninger , LaS in January, 1992. caug ng ng ayne customer service. Johnson, Francis Wingate,Lisa Foggie, ]wie]ardan and Teni]ardan. (Standing): Ma The program is designed to Johnson commended the Benjamin , Sharon Wilt , LomaMersereau-Basf ord, Kris Lyncker, EstherGibbs, Bob/rye Gil, educate pregnant women and Loretu1 Daramola , Carolyn Rdlins , VeraChriswpher, StephenPee[ks , Pauy Cole, Mark Wilso employees for their dedication to promote a healthy pregnancy and Danna Faulk-Massaline. Not present in p1wto:L yn Br full-term delivery, says Nancy customers, and emphasized that Rand, who worked with employees pregnancy, doing whatever we can prenatal care for the Heal thy true quality comes only with a award program has "caught employ­ Operations, the Customer Servic from ProgramManagement, to ensure these high-risk women Addition participants, says Rand. commitment to continuous ees doing something right." Started Recognition Work Group will Product Management and the have the healthiest pregnancy 'We think Healthy Addition will improvement. Deborah Martin, by the Customer Feedback Work merge with another work group, Southern Region to develop the possible." have a very positive impact. It will manager of Cash Receipts and Group to promote a corporate focus Partners In Quality Care (PIQC program. Titi Alfonso,Lottie Harris and reduce the number of premature Disbursements, was Mistress of on customer service and customer The new group, called PIER "Caring forbabies born prema­ Shirley Bromfield, our prenatal team births by providing the education Ceremonies for the luncheon, satisfaction, the program was taken (Partners In Employee Recogni­ turely can cost thousands of dollars in South Florida, are nurses with and assistance pregnant women which was coordinated by Kathi over by the Customer Service tion) will carry on employee a day," says Rand. "Education and high-risk obstetrical training. They need to have healthier, Peaks, Direct Market Operations Recognition Work Group under recognition activities under the proper prenatal care are critical will be educating and coordinating happier babies." ■ and Bev Ames, Human Resources. the direction of John Nunn. With sponsorship of Karl Smith, direc1 elements of a healthy pregnancy." For almost two years, the button Nunn's move to State Account of FEP Operations. The educational component of ■ the Healthy Addition program The Name builds on the basic messages promoted by the March of Dimes Game M*A*S*H - specifically dealing with diet, nutrition, exercise and other In August, BCBSF employees were B*A*S*H lifestyle habits, such as avoiding asked to name the prenatal educa­ alcohol, cigarettes and drugs. tion program then being designed The InformationSystems and Healthy Addition goes beyond for customers. The invitation was Operations division held an basic education by alsooffering a accepted by hundreds of employees appreciation day picnic for its moni taring and case management from all areas of the company, who employees on October 19. The component. "Mothers potentially at submitted a total of 465 names. family-oriented event attracted risk for premature delivery will One especially creative employee Inner Plan Bank, part of National/ be identified through a screening generated 36 names. Corporate Accounts. more than 350 people to the process early in their pregnancy," Wingfield, a BCBSF employee University of North Florida's The winning name is - you IS&O employees picked the Caught by the camera as they comp1 Athletic Fields for a full, fallday of says Rand. "We will then provide guessed it- Healthy Addition. for 12 years, says this is the first location, event and food by survey," in the "Tooba Rooba" event were : < contest of any kind she's ever fun and games. "As a true Quality Garber, Rolie Sayward , Rich Da customized material and monitor And the winning employee is says Tod Carrier, Information their progress throughout the Robin Wingfield, who works in entered. of Work Life (QWL) initiative, and Mike Bled ■ Systems Development. ■

� � IN THE SPOTLIGHT month. The rollout starts in the amount of time customer service Cures For Northwest Region and continues representativesspend handling Common with the West Coast, Central, routine provider calls, freeingthem Northeast and Southern regions. to focuson more critical issues. Blue ,arning Experience Questions Assuming the implementation is Line will be available during regular smooth, ARS should be effective in teleprocessing hours. Providers around the state will all regions by May of 1992, says The ARS workgroup responsible soon be able to call a toll-free, Bateh. Blue Line will answer the for Blue Line includes the following automated response line forbasic three most common questions employees: Vivian Barber, National/

information about Private Business providers have about Private Corporate MarketSegment; Nancy claims, says Nancy Bateh, project Business claims. "Providers can use Bateh, Provider Program Support; manager in Provider Program the automated responsesystem to Donna Brown, Local Market Support. The Audio Response find out a contract's effective date, Segment; Mark Cheney, IS&O; System (ARS) that was piloted to check on the status of a claim, or Anna Guy, Direct Market; Scott under the name "Blue Line" in to receive information on a Hartsfield, Local Market Segment; January, 1991, in Jacksonville, patient's benefits," says Bateh. Owen Musselwhite, IS&O; David Gainesville and Tampa forabout 20 This automated response system, Ojeda, National/Corporate Market providers will be introducedto the which tookabout three years to Segment; Giti Reavill, IS&O, and rest of the state beginning this design and develop, will reduce the Richard Stotts, IS&O. :we left : Ronnie Ferguson, Tom Albright and Larry Zenke talk Aboverigh t: A Partners in Achievement student explains herwork to ■ tiger at Andrew Jackson High School. her motherand Larry Zenke at the Open House.

�ndance was high at the 1.ers in Achievement Open PROMOTING THE RIGHT PEOPLE se held November 12 at Chiles Attends When deciding which people to promote, base the decision on rew Jackson High School. results. Look for people who demonstrate the qualities that will be :::BSFemployees, community Education even more prominent in the higher position. Look for people who �rs, participating students and Dinner can initiate ideas. · parents were invited to the Some other suggestions: ,ration to hear about the he Dade County Public Educa­ • People who can think and ress of this program and to see J Promote mental heavyweights. tion Fund dinner hosted by tctual classroom/mcxlel BCBSF apply ideas in new situations are golden. e where students work process­ BCBSF's President William E. • Promote people who aren't constantly making excuses for :laims.. Flaherty was attended by a number things that didn't work. Consider impatient people. Used in of Miami's most influential business eputy Mayor Ronnie L. moderations, impatience can be a giant plus to get things done - 1son,BCBSF Senior Vice and community leaders who are especially in situations where some people just don't like to move dent and Chief Marketing interested in and actively working Sugarand spice ... and dessertsthat arenice, thanks toARA Dini ng Smices bakerBen on things. utive Tom Albright, Superin­ toward quality public education. McNeely , shownhere with a few ofthe hurtdre.d • Promote potential. It's easier for you to get promoted when ent of the Duval County Public Flaherty reaffirmed BCBSF's piesand cakes he preparedfor employees to take home totheir families for Thanksgiving. ARA someone is available to take over your re sponsibilities. >Ols Larry Zenke and BCBSF commitment to supporting educa­ Dining Services LiaisonTammie Burnsedsays President of Operations Don • Promote respect. People who consistently show respect for tion and introduced the featured they e.xpectabout the same manberof orders for Dyke shared remarks about the others by being on time for meetings and meeting their deadlines speaker, Florida GovernorLawton dessertsduring the Christmas hdidays . 1ers in Achievement program, "Em/ioyeeshave told us theyreally appreciate GovernorLawton Chiles, who advocates are good candidates for promotions. Chiles, a strong advocate of public the convenienceof bei ngable to order delicious, ing in particular the accom­ strong business and community partner­ and private sector partnerships reasonably pricedbaked gO

CJD � EMPLOYEES ONLY Fitness Fun Bob Eagle, certified aerobics instructor, shares $100,000, BCBSF was recognized some basic points to remem­ six-week, pilot A ber if you are considering a Beautilul for its giftof $474,674- a 90 aerobics class that new exercise program at a percent increase over last year's began December 2 Music fitness center or exercise total. This amount includes the and runs through facility. Blue Cross and Blue Shield of employee pledges, which exceeded January 16 is so • Have a fitness evaluation $445 ,(XX), theCO[p)rate do nationof successful, Em­ Florida's fund-raisingresults were performed prior to starting $25,CXX),and ployee Health praised at the United Way victory JeanneCraddock leads em[;J,ayees in a fa st-pacedaerol:ics 1-VOTkout. your new routine. (Most Services hopes to celebration held December 11 at morethan $3,CXX) workout facilitieshave a be able to offerit again, says employees, Jeanne Craddock, a Jacksonville's Prime Osborn raisedby BCBSFs testing method for fitness Corporate Nurse Earline Systems Analyst in Market Re­ temporary evaluations free of charge to Convention Center. As one of the McKinnie. search and Bob Eagle, a senior employee work members.) city's vanguard companies- those Demand may exceed supply, Systems Analyst in IS&O. Help For • Start slow. who make donations of more than Unitedway force. ■ however. When the exercise Eagle, a self-professed fitness • Use small amounts of Working program was announced at the fanatic,is involved in some form of weights to allow your body tc Riverside Home OfficeComplex, athletics everyday. adjust, then build fromthere Parents 278 employees signed up. "We Besides being a certified aerobics • Plan your schedule so that only have space forabout 50 instructor who teaches classes five HOW TO RETHINK YOUR ANGER you exercise at least three BcBSF will beSupp)rting and employees at a time," says nights a week, Eagle also likes Knowing how to manage anger on the job can go a long way days a week. participating in the City ci McKinnie. 'We're holding the rollerblading and mountain bik­ toward helping you deal effectivelywith customers, employees, • Be committed, don't just g, Jacksonville'sWeek ci the Working classes in the room that formerly ing- and he is a triathlete- he bosses and colleagues. through the motions. Parent. January 19-24, 1992. was the site of the corporate swims and runs and cycles from 35 • RETHINK is an acronym to help you cope with anger. It was • After three months, have a In addition,during theWeek ci the library." to 75 miles a week. developed by the Institute for Mental Health Initiatives of Wash­ second evaluation performed Working Parent, thecompany will be Instructors forthe classes Eagle coordinatedthe MS 150 ington, D.C. to see how you've progressed. offeringseminars addr essingwork and include two YMCA aerobics bike tour, was a member of the • Recognize when you are feeling angry - or when it's a cover­ If your plans are to lose familyissues for employees in Jackson­ instructors and two BCBSF BCBSF team that participated in up for fear, stress, shame or fatigue. weight, incorporate an ville. Theseminars will beprovided by the American Cancer Society's • Empathize with the person who is the target of anger. aerobic type workout into theChild GuidanceCenter and will Workout to Beat Cancer, and has • Think aboutwhat is creating anger in a partia.Jlars�uation. Is there your routine. providein fom1ationto help working participated in fourtriathlons for another way of thinking that mightcreate humor? A solution? T s of aerobic workouts: parents. the American Heart Association. ype • Hear what the other person is saying. When people are hurt, Include at 20 minutes of any Theseminar topics will address elder Eagle thinks BCBSF's willingness they want to be heard. of the following care and issuesfacing children, to offer aerobics classes to employees • Integrate respect and love with what you say about your anger. • Speed walking adolescentsand families. is great, and says investing in a • Notice how your body changes when you're angry. For ex­ • Jogging/running/ Moreinf ormation aboutthese wellness program is good, not only ample, heartbeat quickens, hands perspire, teeth clench. Prac­ rollerblading/swimming seminarswill besent to Jacksonville for employee health, productivity tice a quick form of gaining control, such as counting to 10. • Biking with continuous employees in the next fewweeks. and morale, but also for the • Keep your attention on the subjectat hand. Don't bring up old pedaling Employeesin theregional offices company's bottom line. grudges and wounds. • Stairmaster/rowing who would like copiesof thematerials For more informationabout the machine/Nordic Track providedduring theJacksonville classes or Employee Health Services, seminarsmay callMimi Gilbert-Quinn Source: communications briefings, December, 1991. • Aerobic classes ■ Corpora te Nurse Earline McKinnie call Earline McKinnie at at (904)79 1-6088. demonstrates her aerobics expertise. (904) 791-6438. ■

� CL::> EMPLOYEES ONLY Fitness Bob Eagle, certified Fun aerobics instructor, shares $100,000, BCBSF was recognized some basic points to remem­ A six,week, pilot ber if you are considering a Beautilul for its gift of $474,674 - a 90 aerobics class that new exercise program at a percent increase over last year's began December 2 Music fitness center or exercise total. This amount includes the and runs through facility. Blue Cross and Blue Shield of employee pledges, which exceeded January 16 is so • Have a fitness evaluation Florida's fund,raising results were $445,000,the c.orporate donation of successful, Em, performed prior to starting $25,000,and ployee Health praised at the United Way victory JeanneCraddock leadsernt:Jayees in a fast,paced aerolics workout. your new routine. (Most Services hopes to celebration held December 11 at morethan $3,000 workout facilitieshave a be able to offer it again, says employees, Jeanne Craddock, a Jacksonville's Prime Osborn raisedby BCBSFs testing method for fitness Corporate Nurse Earline Systems Analyst in Market Re­ temporary evaluations free charge to Convention Center. As one of the McKinnie. search and Bob Eagle, a senior of employee work members. ) city's vanguard companies - those Demand may exceed supply, Systems Analyst in IS&O. • Start slow. tip For who make donations of more than Llnltad way force. ■ however. When the exercise Eagle, a self,professed fitness • Use small amounts of program was announced at the fanatic, is involved in some formof 'orking weigh ts to allow your body to Riverside Home OfficeComplex, athletics every day. adjust, then build fromthere. 1rents 2 78 employees signed up. "We Besides being a certified aerobics • Plan your schedule so that only have space for about 50 instructor who teaches classes five HOW TO RETHINK YOUR ANGER you exercise at least three 3SF will besupporting an d employees at a time," says nights a week, Eagle also likes Knowing how to manage anger on the job can go a long way days a week. :ipatingin theCity ct McKinnie. "We're holding the rollerblading and mountain bik, toward helping you deal effectively with customers, employees, • Be committed, don't just go onville's Weekof the Working classes in the room that formerly ing- and he is a triathlete - he bosses and colleagues. through the motions. 1t, January 19,24, 1992. was the site of the corporate swims and runs and cycles from 35 • RETHINK is an acronym to help you cope with anger. It was • After three months, have a addition, duringthe Week of the library." to 75 miles a week. developed by the Institute for Mental Health Initiatives of Wash­ second evaluation performed

� � IN THE SPOTLIGHT month. The rollout starts in the amount of time customer service Cures For Northwest Region and continues representatives spend handling Common with the West Coast, Central, routine provider calls, freeingthe Northeast and Southern regions. to focus on more critical issues. B Learning Experience Questions Assuming the implementation is Line will beavailable during reguh smooth, ARS should be effective in teleprocessinghours. Providers around the state will all regions by May of 1992, says The ARS work group responsi� soon be able to call a toll,free, Bateh. Blue Line will answer the for Blue Line includes the followin automated response line forbasic three most common questions employees: Vivian Barber, Nation:

information about Private Business providers have about Private Corporate Market Segment; Nanc claims, says Nancy Bateh, project Business claims. "Providers can use Bateh, Provider Program Support; manager in Provider Program the automated responsesystem to Donna Brown, Local Market Support. The Audio Response find out a contract's effective date, Segment; Mark Cheney, IS&O; System (ARS) that was piloted to check on the status of a claim, or Anna Guy, Direct Market; Scott under the name "Blue Line" in to receive informationon a Hartsfield, Local Market Segment; January, 1991, in Jacksonville, patient's benefits," says Bateh. Owen Musselwhite, IS&O; David Gainesville and Tampa for about 20 This automated responsesystem, Ojeda, National/Corporate Marke providers will be introducedto the which tookabout three years to Segment; Giti Reavill, IS&O, and rest of the state beginning this design and develop, will reduce the Richard Stotts, IS&O. ■ Aboveleft : Ronnie Ferguson, Tom Albrightan d Larry Zenke talk Aboverig ht: A Partners in Achievement student explains herwork to tiger at Andrew Jackson High School. her mother and Larry Zenke at the OpenHouse.

Attendance was high at the Partners in Achievement Open PROMOTING THE RIGHT PEOPLE House held November 12 at Chiles Attends When deciding which people to promote, base the decision on Andrew Jackson High School. results. Look for people who demonstrate the qualities that will be BCBSF employees, community Education BlueCross even more prominent in the higher position. Look for people who leaders, participating students and Blue Shield Dinner of Florida can initiate ideas. their parents were invited to the Some other suggestions: celebration to hear about the The Dade County Public Educa, progress of this program and to see • Promote mental heavyweights. People who can think and tion Fund dinner hosted by the actual classroom/modelBCBSF apply ideas in new situations are golden. BCBSF's President William E. officewhere students work process, • Promote people who aren't constantly making excuses for Flaherty was attended by a number ing claims. things that didn't work. Consider impatient people. Used in Deputy Mayor Ronnie L. of Miami's most influential business moderations, impatience can be a giant plus to get things done - Ferguson,BCBSF Senior Vice and community leaders who are especially in situations where some people just don't like to move President and Chief Marketing interested in and actively working Sugarand spice . .. and desserts thatare nice , thanks w ARA Dining Serucesbaker Ben on things. Executive Tom Albright, Superin, toward quality public education. McNeely, shownhere with a few ofthe huru:lred • Promote potential. It's easier for you to get promoted when tendent of the Duval County Public Flaherty reaffirmed BCBSF's piesand cakes he preparedfor employeesto take hometo theirfamilies for Thanksgiung. ARA someone is available to take over your responsibilities. Schools Larry Zenke and BCBSF commitment to supporting educa, DiningServices Liaison Tammie Burnsed says Vice President of Operations Don • Promote respect. People who consistently show respect for tion and introduced the featured theyexpect about the samenumber of orders for Van Dyke shared remarks about the speaker, Florida GovernorLawton dessertsduri ng the Christmasholidays . others by being on time for meetings and meeting their deadlines Partners in Achievement program, "Employeeshave toldus they really appreciate GovernorLawton Chiles, who advocates are good candidates for promotions. Chiles, a strong advocateof public theconvenience of bei ngable to order delicious, praising in particular the accom, strong business and community partner, and private sector partnerships reasonably pricedlxiked goals from ARA. This Source:How To Make Yo ur Life Easier At Work, by Al Kelly, Avon plishments of the 22 students who ships, waswelcomed by BCBSF President savesthem time and trouble and frees them up working to address critical commu, Books, 105 Madison Ave., New York, NY 10016. are taking advantage of the oppor, William E. Flaherty at a fund,raising to bewith theirfamilies during the holidays," tunity to learn while they earn. ■ nity issues. ■ dinner in Miami. says Burnsed.

� C[::) FLORIDA Focus Thanks For Giving

1autilul Twenty employees "caught doing something right" for customers were 1bies recognized at a luncheon held in their honor. Mike Johnson, director lthy Addition, a comprehen­ for Private Bus.iness Operations, )renatal education program, presented the button award winners )e introduced to our HMO with individual certificates of ,mers and to State employees appreciation for their excellent Employees "caught dangsomethi ngri ght"include (seated) : LorettaP ayne , LouGruninger , LaSha1JJTt nuary, 1992. customer service. Johnson,Francis Wingate,Lisa FD?,gie , Jwie Jordan andTerri Jordan. (Standing) : Marveue l-leprogram is designed to Johnson commended the Benjamin , SharanWilt , LamaMersereau-Basf ord, Kris Lyncker, EstlierGibbs, BoblryeGilmore , ate pregnant women and LorettaDaramola , Carolyn Rollins, VeraChristopher , StephenPeeples , Patty Cole, Mmk Wilsonand employees for their dedication to tote a healthy pregnancy and Danna Faulk-Massaline. Not presentin plwto:L yn Brooks. erm delivery, says Nancy customers, and emphasized that I, who worked with employees pregnancy, doing whatever we can prenatal care forthe Healthy true quality comes only with a award program has "caught employ­ Operations, the Customer Service Program Management, to ensure these high-risk women Addition participants, says Rand. commitment to continuous ees doing something right." Started Recognition Work Group will uct Management and the have the healthiest pregnancy "We think Healthy Addition will improvement. Deborah Martin, by the Customer Feedback Work merge with another work group, l-lemRegion to develop the possible." have a very positive impact. It will manager of Cash Receipts and Group to promote a corporate focus Partners In Quality Care (PIQC.) ·am. Titi Alfonso,Lottie Harris and reduce the number of premature Disbursements, was Mistress of on customer service and customer The new group, called PIER :aring forbabies born prema­ Shirley Bromfield, our prenatal team births by providing the education Ceremonies for the luncheon, satisfaction, the program was taken (Partners In Employee Recogni­ y can cost thousands of dollars in South Florida, are nurses with and assistance pregnant women which was coordinated by Kathi over by the Customer Service tion) will carry on employee ·," says Rand. "Education and high-risk obstetrical training. They need to have healthier, Peaks, Direct Market Operations Recognition Work Group under recognition activities under the �r prenatal care are critical will be educating and coordinating happier babies." ■ and Bev Ames, Human Resources. the direction of John Nunn. With sponsorship of Karl Smith, director ents of a healthy pregnancy." For almost two years, the button Nunn's move to State Account of FEP Operations. ■ ne educational component of -IealthyAddition program The Name s on the basic messages 1oted by the March of Dimes Game M*A*S*H ,ecifically dealing with diet, tion, exercise and other In August, BCBSF employees were B*A*S*H yle habits, such as avoiding asked to name the prenatal educa­ t0l, cigarettes and drugs. tion program then being designed The Information Systems and ealthy Addition goes beyond forcustomers. The invitation was Operations division held an education by also offering a accepted by hundreds of employees appreciation day picnic for its toring and case management from all areas of the company, who employees on October 19. The )Onent. "Mothers potentially at submitted a total of 465 names. family-orientedevent attracted or premature delivery will One especially creative employee Inner Plan Bank, part of National/ entified through a screening generated 36 names. Corporate Accounts. more than 350 people to the University of North Florida's :ss early in their pregnancy," The winning name is - you Wingfield, a BCBSF employee IS&O employees picked the Caught by the camera as they competed Athletic Fields for a full, fall day of hnd. 'We will then provide guessed it- Healthy Addition. for 12 years, says this is the first location, event and food by survey," in the "T ooba Rooba" event were: Olis fun and games. "As a true Quality ,mized material and monitor And the winning employee is contest of any kind she's ever says Tod Carrier, Information Garber, Rolie Sayward , Rich Dahlin entered. of Work Life (QWL) initiative, and Mike Blechar. progress throughout the Robin Wingfield, who works in ■ Systems Development. ■

� Cir::> Another excitingnew program is redesign jobs and work flow.This PUBLIC POLICY LEADERSl Service Healthy Addition, a prenataleducation prototype will help us learn how to "Maintaining a positiveworki1 WORK AND FAMILY Anniversaries programwe'll beintrcxlucing to State be more successful, both here and relationship with the State goven By Mimi Gilbert-Quinn employees in January, 1992. (Seepage 6 throughout the company, and will ment allows us to work closely wi formore inf ormation.) enable us to reach new levels of BCBSF understands the relationship between family life and The following employees, with key public sector decision makers servicefor our customers." effectiveness in the wor1

� � examine our commitment to making tive, TAM ... ValenciaE. Fwwers, the necessary changes that would Control Clerk A, HOC. .. Terrie L. Operator, JMA ... Deborah L. satisfy our customer. That commit, Johnson, Executive Secretary B, New Herrera,Statistical Clerk A, GIL... Rein S. Hofstra, Program� SIGNIEICANJ ment has tremendous significance for HOC. .. Anita B. Plymel, Claims Employees mer Analyst, RIV ... Kay E. otherareas of the company, both in Service Rep III, FC2... June A. Yon, Houldsworth, Customer Service the short term and forthe future." MIS Coordinator, HMP, ORL We welcome the following Rep B, FC2 ... ElizabethA . IC TORY new employees - hired Hurtz, Benefits Safeguard through November 15 and When Blue Cross and EVOLUTION PROGRAMENHANCEMENTS Analyst, JMA ... JenniferL. Ives, noted by their job title and Blue Shield of Florida Opportunity alsocomes into play The State's expectations for new File Clerk, FC2 ... Frank F. fifte�llli;ars location- to Blue Cross and Kucinskas, Claims Service Rep won a competitive bid as BCBSF continues to evolve from a managed care programs led BCBSF Blue Shield of Florida: Donald S. Altman, Correspondence Trainee, FCl... David M. Luckie, to continue providing health insurance company, where to enhance our hospital admissions Representative B, FCl... Regina C. State Account Operations, health care coverage to the focus is on paying claims - to a reviewand case management Laverne D. Alexander, Cus, FC 1... Roger K. Madore, State Davis Archer, Supervisor, Opera, tomer ServiceRep B, FC2 ... mployeesof the state of Florida, managed care company, where the programs. BCBSF alsodeveloped Account Operations, FCl... tions HIS Field Support, HCS... Daniel X. Baca, Customer s a significant victory for the focusis on working with providers to health education programs that Mark C. Marvin, State Account Susan A. Stone, T earnSecretary, Service Rep B, FC2 ... Diane G. lany. offer high,quality, cost,effective care would help State employees better Operations, FCl... TheresaM. Legal, HOC Barrile, Micrographics Product Murphy, CentralRegion, ORL ... '.lat'sputting it mildly, says Bob to customers. understand the relationship between Clerk, HOC. .. Jose Barros, ValenciaR. Murray, Customer "We knew that if we were to their health habits and health care k, vice president of Group Sales. Controller, HOSF, MIA. .. Service Rep B, FC2... Susan C. retain the State Account, we'd have costs. A health education program Karen Y. Bednar, Medicare B State Account is significant to .·.·. ,:,: .-:-:- O'Neill, State Account Opera, ompany for many reasons- not to meet theirexpectations, especially for use by State employees is now OCR Entry, HOC. .. TammyL. tions, FCl... Gene Palazesi, Bernhard, Medicare B OCR 1ecause it contributes to in terms of managed care programs being developed by BCBSF in twenM::ftars Correspondence Evaluator, Entry, HOC ... Linda M. and improved customer service," says conj unction with state agencies and HOC. .. PatriciaD. Parker, ,any earnings or involves jobs JaniceP. Jackson, Operation Blackshear, Micrographics will be available in early 1992. "This SupervisorMedicare B Claims ir employees, but also because it Craig Thomas, director of the State Analyst II, FC2 ... Gwendolyn P. Product Clerk, HOC... Mary L. Processing, HOC. .. Sabrina L. sentsstrength and opportunity." Business Unit. "And they had high program provides an excellent Marshall, Section Leader IX, FC2 ... Blade,Medical Analyst RN, Parker, Claims Service Rep expectations. Theseexpectations learning opportunity and will help us Veronica L. Williams, Supervisor HOC ... MaryC. Bose, HRIS Trainee, FC2 ... Tralena R. Gisele : ANDSTRENGTH challenged people throughout the develop new health education Claims and Customer Service, FCl Technician II, HOC.. . Patterson, Secretary A, FCl... organization to worktogether in new programs forall our customers," C. Brimo, Secretary B, HOC... 'e serve more than 110,000 Robert L. Petty, Supervisor, and innovative ways. We had to says Thomas. Joanne Burger, HOC. .. Terri H. Medicare A Claims, JMA ... employees and their families. Butler, Customer Service Rep Daniel S. Powell, State Account :count of this size offers BCBSF Darcelle Cole, twe;:,a,::fiears B, FC2 ... P. Operations ... William M. Rice, trength to negotiate cost, Customer Service Rep B, FC2, Jacquelyne M. Baxter, Medicare HOC. .. Jamie T. Russell, Quality ive arrangements with providers Rachelle S. Combs, Control Analyst, Medicare A, JMA... Hearing Officer II, HOC. .. Exie Clerk A, HOC ... Diana ghout the state - arrange, L. Sussette S. Scott, Image Entry Warren,Customer Service Repre, Crosby, Image Entry Operator, s that benefit our other custom, Operator, HOC... Cynthia C. HOC. .. Alice M. DeVaughn, sentative B, HOC Shakir, HOC. .. Michael D. well. Claims Service Rep Trainee, Sheppard, State Account 1ere's another advantage to FC2 ... Ronald Ed Dorr,FEP "::=:: ::: j( Operations, FCl... Karl V. tg a strong PPO network, says Representative, FCl... Hans R. tfti'rtJi!��afs Smith, Clerk A, FCl, Patricia A. c a competitive advantage. Gestewitz, FEP Representative, Sutton, Control Clerk A, FCl... Delores B. Grant, ntial customers are attracted to Mariwu A. Watson, HOC. .. Evelyn Toups, MIA. .. Control Clerk A, HOC.. .

CI=:> � Flaherty continued frompage 3 FROM THE TOP need exists and are always willing Blue Cross and Blue and anxious to do whatever it takes Shield of Florida's Corporate Objectives to meet that need, even when faced These are the company's with the challenge of managing We also will increase our strategic objectives for busy schedules at work, at home Enduring involvement with education. \Xi 1991 . Plans and initiatives and in the community. People like have long played a role in educ:: undertaken this year you - who take the extra step to Values tion as we worked with custome should be in support of ensure success in every endeavor - and providers to answer their one or more of these r· By William E. Flaherty, demonstratethe kinds of values · � questions and to help them und objectives: ( \ n Presidentand CEO of Blue Cross and Excellent Service that will take Blue Cross and Blue \;� . ·:...-0,, stand their benefits. But our rol< . -- _ Blue Shiela of Florida We will provide to our Sh1e Id o f Fl on'd a mto. the f uture. '.:�· ,;;.J #}', �l.c:AI, has expanded as we have seen cl customers predictable, As we head into the hectic value of reaching out to the he year that is now drawing to a understandable, hassle­ holiday season, I want to take a few J community through collaborati< free servicetha t is consis­ close has been marked by events of moments to pause and personally between the public and private tent with their expectations tremendous significance. In every thank you foryour continued sectors. With programs like at purchase and that arena-p olitical, economic and minimizes the need for positive attitude, your hard work, Partners in Achievement, whicl social- there have been dramatic customer involvement with and your commitment to the takes business education to a lex changes. Our world is literally not payment to providers. company and the community. high schoolto give the students the same fromone day to the next. Financial Strength My very best to you and your William E. Flaherty hands-on experience that will We will maintain Blue When facedwith such sweeping familyduring the holidays and in led us to initiatives that remind us better prepare them to succeed i Cross and Blue Shield of change, we naturally find some the year ahead. ■ .&tiilt::g:, daily how important it is forus to the future, and programs like Ba Florida as a financially T.V.-,_ comfortin constancy, in values and provide excellent service. In every & You and Healthy Addition, strong and competitive 1992Holidays beliefs that endure. organization. aspect of business, we have an which offer prenatal education t These values and beliefs begin Market Share obligation to serve our customers women so they have healthier continuedfrom page 5 We will attain dominant State Account JANUARY l with the individual and extend to well. We must develop the products NewYear's Day babies, we are demonstrating ou private market share levels of customer serviceand the family, to business, to society. they need and expect, we must be APRIL 17 commitment to issues of signifi­ consistent with financial enhanced managed care and health Integrity, decency, honesty and GoodFrida y ready and willing to answer cance to the community. soundness, deliveryof courage are values that shape us as education programs, BCBSF is APRIL 20 questions they have about those superior service and our Through individual and corp1 positioning itselfas a real leader in Day After Easter/ people and serve as indications of overall provider strength. Passover Wrekend products, and we must be willing to rate involvement in our commu the-kindof world we all will share. National Association health care." MAY 25 make the changes necessary to keep nity, we are making a difference Memorial Day Oh3erved These are values that last and that We will supporta strong, The significance of that role needs our customers satisfied. daily. A shining example of our JULY 3 will carry us into the future. effective national organiza­ no elaboration- it affects every Our concern doesnot end with involvement is the factthat witl tion of plans. Independenre Day At Blue Cross and Blue Shield of employee of the company, just as the Oh3erved customers. this year's United Way campaig1 Organizational Florida, our employees have State Account will affectevery SEPrEMBER 7 We have a greater obligation - Effectiveness pledges exceeded $445,000- Labor Day demonstrated a tremendous to all of society, including many We will develop and employee. From bettermarketing marking a significant increase in NOVEMBER 26 commitment to the values that help people who currently have no maintain an effective, techniques to enhanced managed v g D y employee participation and in fr Thanksgi in a build a company and keep it strong. highly motivated and care programs, from customized NOVEMBER 27 health care coverage. We will raised. The money will be carefu productive organization. Day afterThanksgivin g Thanks to your effortsto maintain computer systems to improved continue our focuson developing allocatedto a number of causes , Provider Relationships DECEMBER 24 the company's financial stability, customer service,our work with the sound public policy and designing activities to help needy people i1 We will create sustainab1e ChristmasEve market presence and customer State Account is leading us to a new health care productsthat reach the our community. competitive advantage DECEMBER 25 focus, Blue Cross and Blue Shield of Christmas Day uninsured, not only because it I'm very proud to be associate, through effective business organization, in which all parts work Florida is unique in this market­ relationships with ■ PERSONAL makes good business sense, but also with people who recognize wher together forthe customer. FLOATINGHOLIDAY place. providers. Individual Choire because we are in a position to Concernfor our customers has make a tremendous difference. continued on page

� CL:) C O N T E N T S PROflll POST SCRIPT for anything for Christmas, because floor of the tower building. FEATURE Contributors Dear Santa: I really don't need anything, and The view will be great from the Nancy Bateh, Dan Briggs, Tammie Burnsed, Cathy besides, there's no more room in nineteenth floor. Probably almost � significance of the State Account victory to employees and BCBSF. Carpenter, Tod Carrier, William Hope you are well and staying my cubicle or in my house,but now as good as the view you have of the E. Flaherty, Mimi Gilbert-Quinn, warm in the North Pole. that I think about it, I could use a city as you fly over the homes Karen Morris, John Nunn, I know you are very busy right Christmas Eve. Marjorie Phillips few things. now, probably having two-way More regional correspondents What a great job you have. DEPARTMENTS Regional correspondents communications meetings with the would be great. They could send me Making toys, eating cookies, flying Northeast- Maria Sims elves to discuss a winning strategy m The Top - William E. Flaherty thanks employees for their contribu­ stories about the employees they around first class everywhere you Southern - Shelly Spivack ts to the company's success. for delivering presents to all the work with and the projects they're go. No wonder you're sojolly. Central- Barbara Schreiner goodgirls and boys around the - Jill St. Pierre working on around the state. And I'm almost positive that I've rida Focus - Healthy Addition offersprenatal education -- and more; West Coast- Terry Harris world. they could send good quality caught you in a good mood, so I'm ,in Wingfield wins the naming game; Blue Line goes statewide to help Northwest - Sue Kever I can appreciate the degree of photographs that we could include going to ask you fora really big .riders. organization that an organization in Profile. favor. ployees Only - Help forworking parents; United Way campaign earns Editor like yours has to maintain to stay in As you' re making your way Could you send me some elves to 3SF recognition and thanks; employees learn an aerobics lesson. Rejeanne Davis Ashley business. Where I work, there's also aroundthe state delivering toys on help me with the work? Maybe a tremendous commitment to Christmas Eve, could you ask during their offseason, when they fhe Spotlight - Success with the Partners in Achievement program; Manager customer satisfaction, so I under­ 1erty welcomes Chiles in Miami; employees caught doing something right; employees in the regions to be sure aren't real busy making toys... ice anniversaries and new employees. Harold Barnett stand how you must feel right now and send me useful information Of course I would share the elves as you make your list and check it throughout the year? with my co-workers, because they Profile is published by the twice, figuring out who has been It's not that I want you to do all are verybusy, too. Public Relations Department for naughty or nice. the employees and retirees of my work for me, Santa. I'll be In fact,we could use their help Blue Cross and Blue Shield of Just for the record, I have been visiting the regions more next year, now as we unpack all our fi les and SNAPSHOTS Florida and their families. verygood all year. I plan to be even and so will the other members of settle in to the new offices on 19T. All rights are reserved. This better next year, especially when it 1ager's Memo - Promoting the right people. magazine or parts thereof may the department. But, I figured I'd Listen, I've kept you a lot longer not be reproduced in any form comes to work. ask while I have your attention. than I planned. I still have tons of eer Corner - How to rethink your anger. without permission. Copyright For example, in the most recent You know what they say -- if you work to finish before the holidays. I 1991. Articles and photo­ graphs may be submitted for communications survey, employees don't ask... haven't cleaned the house yet, I 1th - The right way to work out. consideration. Please send to: told me they wanted more frequent Hmmm. I thought of some­ have to go buy the turkey, and I'm Profile, c/o Public Relat ions, communications, so they'll be thing else that would really help me still looking fora Little Singing Your Benefit - The company's stand on work and family issues gets even Riverside Home Office Com­ er. plex, 3C. For information, call receiving Profile more often next with employee communications -- a Mermaid that doesn't cost an arm (904) 791-6329. year. It will have a different design laptop computer. It won't take up and a fin. that will make it easier to read, too. much room, either. Love toyoo andMrs. Claus. Have Oflicial Sponsor USA Awards Employees in the regions say +.". ol lho 1992 Do you carryhigh-tech toys in a great holiday. Enjoy thetrip. e U.S. Olympic: Tu� Jacksonville Golden Image they want more news about their your sack, Santa? And do you award for best magazine • Best Public Relations Printed activities, events and accomplish­ deliver to the office?Let me give Material, Florida Public ments, so there wi II be more room you the address, just in case, and �/JG- the cover: The company's annual Toys For Tots variety show offered Relations Association • Award in each issue devoted to regional tell you that right beforeChristmas �thing for everyone -- most of all forkids whose Christmas dreams came of Distinction, magazine coverage. the Public Relations department is P.S. It's about 80 degrees down thanks to generous donations by BCBSF employees and volunteers. category, FPRA (state level) er photo by: Kelly LaDuke I sure wish I had your knack for moving fromthe third floor of the here. Tell the elves to bring their geography. I wasn't going to ask you center building to the nineteenth surfboards. ■

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December is a peak month for home burglaries, but many could be prevented. ✓ Don't display gifts where they may be seen through a window or doorway. ✓ Be extra cautious about locking doors and windows when you go out, even for a few minutes. ✓ If you have house guests, let them know about your security precautions and make sure they follow them. ✓ If you go away, get an automatic timer for your lights. ✓ Have a neighbor watch your home for you and pick up newspapers and mail. Volunteer to do the same for your neighbor. ✓ Arrange for a neighbor to accept packages if you're not home. ✓ Have a neighborhood holiday party that includes elderly residents and people who do not have families nearby. Happy Holidays from McGruff

Provided by: Bulk Rate Blue Cross and Blue Shield of Florida's U.S. Postage Paid Safety and Security Department Jacksonville, FL Permit No. 85