2017 Highlights

Supporting our communities and helping to build healthy futures 2017 highlights independent | not-for-profit | local Vermont company letter from the board chair and president Charlie Smith, Board Chair Don George, President and CEO As we reflect on this past year, our accomplishments were never just about our strategy and seldom about touting our new programs and services. It was always about the people—our friends and neighbors—Vermonters tirelessly committed to making Vermont a healthier, happier and more connected place to live. At Blue Cross and Blue Shield of Vermont (BCBSVT), our commitment to community is the basis for our culture. We recognize that people always make the difference—it is, after all, always about the team you put on the field. And we’re privileged to be part of this exceptional team. In the pages that follow, you’ll find stories about local Vermonters and their personal journeys and how we’ve extended a helping hand to build a brighter future. We believe our accomplishments demonstrate how we continuously adapt our work to meet Vermont’s changing needs. We hope you’ll be inspired by what you find. With respect, Charles Smith Board Chair Don George President and CEO Image on cover: Apple Days, Champlain Orchards, Shoreham Image at right: Girls On The Run 5K, Essex Jct. 2 L to R, standing: Andrew Garland VICE PRESIDENT Client relations and external affairs Ruth Greene VICE PRESIDENT, TREASURER AND CFO Finance Catherine Hamilton VICE PRESIDENT Consumer services and planning Don George PRESIDENT AND CEO Dan Galdenzi VICE PRESIDENT AND CIO Business technology BCBSVT executive team Ellen Yakubik CHIEF MARKETING EXECUTIVE Marketing and wellness L to R, seated: Joshua Plavin, MD VICE PRESIDENT AND CMO Health care informatics, reimbursement and management Dawn Schneiderman VICE PRESIDENT AND CAO Administrative services, network and provider affairs 3 Extending our hands QUALITY IMPROVEMENT IN OUR COMMUNITY Tammy Peters, Registered Nurse, Tammy’s been great to me. She actually integrated health manager changed my life. She made phone calls and connected me to resources I didn’t know existed. –Dana 4 A journey towards health Listening, learning and perpetually evolving Dana recommends, to anyone in his situation, pick up the As your local, Vermont-based health plan, phone when Blue Cross and Blue Shield of Vermont case we understand how important it is to take managers call. It was on the third call that Dana decided care of one another. We also understand to accept Tammy’s persistence and call for support, and there’s always room for improvement. That’s within the past year, he has made tremendous progress. why in 2017 our quality improvement Dana is a native Vermonter—a hardworking, loving team joined forces with our integrated family man—who has struggled with addiction; health team to analyze how quickly we Tammy is a compassionate Registered Nurse case provide case management services to manager at Blue Cross and Blue Shield of Vermont. local BCBSVT members through our opioid addiction outreach program. Dana developed a dependency on opioids after his doctor prescribed them to treat a back injury. The addiction took Throughout their review, both teams Collaborating to over his life, and as Dana recounts, he lost himself and looked at the current system and how reduce opiates in everything he had—including his smile. Fortunately, quickly our case managers are notified. due to our innovative opioid addiction outreach By removing system bottlenecks and our communities program, Tammy is helping him get his smile back. improving feedback loops, our integrated We partnered with Vermont Medicaid, other After identifying Dana as someone who could health team now receives notifications health plans and the Vermont Department use additional support services, Tammy reached once every week instead of once every of Health to create and implement new out to him and connected him with important month when a BCBSVT member goes to statewide opioid prescribing regulations. resources, including subsidized dental care. the emergency room and is identified as needing additional follow-up care. This Within the first six months following In addition to Tammy’s expertise in helping Dana navigate leaves us with more time to do what we’re the implementation of the policy, the the health care system, she has been there to listen. As really good at—case management and new regulations have already resulted in someone who endured a tough upbringing, Dana is still connecting Vermonters in need to additional 20 percent fewer opioid prescriptions and in disbelief about Tammy’s unwavering care and support. services and resources throughout Vermont. 25 percent fewer opioid pills dispensed. In fact, Dana admits that he was surprised to learn that a health care company would provide such a service. He Are you interested in learning more has learned, though, that our role extends beyond solely about our case management programs? paying for claims, and that we also exist to help make Visit bcbsvt.com/casemanagement. Vermont a happier, healthier place. He adds, however, that This means that in over a year, he doesn’t view Tammy as a BCBSVT employee, he thinks BCBSVT members will receive of her as a friend. She truly has played a pivotal role in his care, and he and his family can’t thank her enough. In reflecting on his past, Dana knows that everything will only continue to get better from here. Despite knowing 670,000 that addiction is often stigmatized, he recognizes the prevalence in our own state and feels passionate fewer opioid pills. about telling his story. He hopes his experience will encourage other people in need to accept our helping hand and get the caring support they deserve. 5 Promoting healthy organizations SM ACCOUNTABLE BLUE —CATHEDRAL SQUARE AWARDED HEALTHY ORGANIZATION STATUS Image above: Employee-taught onsite wellness class Our staff is our biggest asset in bringing our mission to life. To create positive Cathedral Square wellness committee Back row L to R: Joanne Lewis, Sabine Chabot, aging for our residents, we need to include Kim Fitzgerald, Cathie Cassano Front row L to R: Beth Alpert, Amy Rogers, Carmel Ewing wellness activities for our staff, as well. Kim Langlais, BCBSVT –Kim Fitzgerald, CEO, Cathedral Square health and wellness program consultant 6 SM ACCOUNTABLE BLUE —CATHEDRAL SQUARE AWARDED HEALTHY ORGANIZATION STATUS Cathedral Square is a mission with a company, Levels of engagement and not merely a company with a mission. And their mission is vital: to advance healthy homes, caring communities and positive aging here in Vermont. In 2014, Cathedral Square partnered with Blue Cross and Blue Shield of Vermont to become an Accountable Blue client. Sabine Chabot, Cathedral Square SASH team lead and co-chair of the wellness committee states, “Our health and wellness culture now embraces the four columns of wellness: mental, physical, social and professional. This would not have happened without Blue Cross and Blue Shield of Vermont’s financial support and expertise.” Helping Our Accountable Joanne Lewis, executive assistant and co-chair of the wellness businesses Blue groups achieve committee adds, “And Kim Langlais, our Accountable Blue this through workplace initiatives, consultant, is always prepared. She takes detailed notes, cultivate healthier such as employee health assessments keeps us on track and helps us realize what’s possible. organizations and screenings, stretching and exercise And she always brings such positive energy!” programs, health challenges and wellness According to the Centers for Disease events. For many businesses, this sounds Today, Cathedral Square’s wellness program flourishes. Despite Control and Prevention (CDC), on average, appealing yet unfeasible. That’s why Blue challenges of a diverse workforce spread out among 30 different Americans working full time spend more Cross and Blue Shield of Vermont offers sites, the wellness team has been able to engage employees and than one-third of their day, five days per incentive dollars to help groups make the their families through holistic, customized programming. The week at the workplace. Further evidence cultural leap to a healthy organization. wellness team also recognizes how prioritizing health and wellness shows that our workplace culture directly After all, happier, healthier, motivated has positively influenced their residents and their business alike. affects our overall health and wellbeing. employees cost less when it comes to That’s why working in a healthy, balanced To keep the momentum going, the wellness team has instituted health care cost trend, year over year. environment matters, and that’s where wellness ambassadors dedicated to getting the word out about our Accountable Blue program excels. wellness events. And they continue to be strategic. Each year, they hold a wellness retreat, develop an overarching theme Accountable Blue provides analysis of and plan a full calendar-year of events that range from Misfit™ real-time, de-identified claims data that step challenges, to mindful meditation, gratitude challenges reveals underlying population health and soul collages. They’ve covered difficult topics like suicide concerns. Once the data depict an actionable prevention and look forward to a future where the stigma of story, our wellness consultants step in and such conversations no longer exists. “Most importantly,” Chabot provide expertise, support and tools to offers, “People are given permission by leadership to think about encourage a culture of worksite wellness. health and wellness in the workplace. That is unique. And we couldn’t do it without the incredible support from Blue Cross.” 7 Focusing on the health of our children COMMUNITY RELATIONS AND HEALTH PROMOTION L to R: Nurse Soph, Girls on the Run Coach and Miller’s Run school nurse and Maya, a Girl on the Run You’re stronger than you think! Keep raising the bar and don’t give up on your dreams.

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