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Health Plan Product, Service and Administration’s Service Influencers

September 2021: Article by HPPSA’s Organization Effectiveness Team: Jennifer Robinson, Director; Stephanie Beals, OE Consultant; Adrian Jefferson Chofor, Ops Specialist

Service Values and Behaviors

Early in 2021 Health Plan Product, Service and Administration (HPPSA) introduced our Service Values and Behaviors to the HPPSA community as part of our Effortless Experiences Events. These events, led by HPPSA leaders and Service Influencers, familiarized all teams with our Service Values. These sessions emphasized the responsibility each of us has to live out these behaviors as we strive to provide exceptional service to our members, customers, and each other, delivering on our Common Purpose. Our Service Values (Compassion, Integrity, Excellence, Efficiency, and Safety) act as a guidepost for what good looks like as we continue our journey to ensure we provide more effortless experiences to those we serve.

Service Influencers

The Service Influencers are a group of passionate volunteers from all HPPSA functions who have committed to support the Effortless Experiences initiative by encouraging their leaders and colleagues to implement these Service Values and Behaviors in the work they do on a daily basis. The team meets monthly to share team updates, best practices, success stories and discuss how we can continue the conversations around serving our members in this powerful way.

This is where our partnership with MCoE begins. For our August meeting and brainstorming session, we partnered with Ken Ballinger and the MCoE team to utilize the MCoE Virtual Campus, The Echo. Our Service Influencers had a wonderful time in the MCoE Virtual Campus and there was great energy around this opportunity to “be together” in this virtual space after spending many, many months working remote!  Each colleague got a chance to create their own unique avatar and find just the right accessories. Several Service Influencers explored the campus and found many wonderful spaces to utilize and enjoy the unique aspects of a virtual campus: everything from the classrooms and board rooms to the soccer field to the concert hall to taking a boat ride around the MCoE Virtual Campus. There is the Conference Center which is a fantastic space to bring people together.  We were even able to see and hear from Chuck Bevilacqua, SVP, Health Plan Products, Service & Administration & President, KPIC. It truly felt like we were in the same conference space with him.

Effortless Experiences

We spent most of our time in the Team Suite where we broke up into smaller breakout rooms and utilized the screens and resources to discuss and vote on ideas that would best support the Effortless Experiences initiative going forward.  We finished our time on the soccer field where we heard highlights about the event from several of our Service Influencers, and lastly, celebrated with beautiful fireworks! 

Since our experience in the MCoE Virtual Campus, the feedback from the Service Influencers has been so positive.  Everyone loved the opportunity to “occupy the same space” and many have commented how much it felt like we were sharing the same physical space with one another, and it increased the level of engagement and energy.  Many were grateful and impressed with the innovation and technology that allowed us to enjoy this experience.

Ken and his team were tremendous partners.  Throughout the preparation, they were a delight to collaborate with and offered up fantastic ideas to maximize our experience. We can’t say enough about how well prepared and creative they were in providing this special time for us. We are eagerly looking forward to our next MCoE partnership and experience in the MCoE Virtual Campus.

Thank you

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