SALES OPERATIONS INTERNSHIP SUMMER 2015

Bridget Drumm

Independence Blue Cross Philadelphia, PA.

SUMMER 2015 INTERNSHIP ORIENTATION

• Day long onboarding to the company

• Overview of the internship program

• Learned about the group project and devised goals for the project

• Listened to associates share their perspective on IBC

• Introduction to corporate policies, culture and executives• Make It Easy,

Make it Happen, Show I Care

• Live Fearless

Visited John H. Taggart School in South Philadelphia to volunteer with Independence Blue Cross Blue Crew

Monitored children in grades K-2 while they participated in the school’s Fun Day Program

Assisted teachers in arts and crafts and activities

COL LEGE INTER NS ’ VO LU NTEER PR O JECT

BACKPACK S TO BR IEFCAS ES PR O GRAM

Mentor: Stephanie Wallington

Administrative Assistant to Paula Sunshine, VP Consumer Sales & Marketing

Met weekly throughout the internship program

Mentee: Alexandria Scott

Independence University High School Intern

Attending Delaware State in the Fall

PROJECT CRANBERRY

Transition of AmeriHealth New Jersey members from one system to the Highmark system

Sat in on a meeting in which I was able to grasp the department’s goals for the migration, the concept of the transition process as well as the additions and subtractions within the department as a result of the migration

Got a feel of what the bumps in the process were as well as the strongpoints and the deadlines and most important factors for a succesful transition

THE INDEPENDENCE NEXT GENERATION PORTAL

PRESENTATION

Amanda Moran and her team gave an informative presentation about the upgrades of the new member portal

The team went through each aspect of the additions and subtractions from the current system in order to streamline the customer experience and make care more accessible

Presented the new Provider Finder that is much more user friendly

Explained the specifics of the access dates as well as provided examples of the face of the new portal for the audience to understand the new tactics

INFO R MATIO NAL IN TERVIEW: LY NN HUN T

Manager of Inter-Plan Sales Support with 30+ years of experience at IBC

Deals with large groups: 300+ & National

Serves as a liaison between IBC and other blue plans across the country to help with the process of member claims in other areas as well as large groups that have locations in other states

Gave a background of what the company is doing within the community today: Indego Bikes, River Rink, World Meeting of Families

Provided us with a packet identifying all 37 Blues as well as those plans identified as Consortium Health Plans

INNOVATION SESSION

A big takeaway was to remember the customer is the center of all the work at IBC

Discussed the group project and brainstormed ideas within team• Got a deeper understanding of the goals of the Transparency Tool Project

• Encourage customers to use the portal instead of going to google for these searches• Ratings and reviews, cost, quality and location provided

• Provide more access to health care info so we can be better healthcare consumers and see it from the member’s perspective

• Log in for customized care info• Provider finder and care cost estimator

• Innovative Tools• Getting ideas out• Positive & open thinking• Building on ideas• Remaining playful

Idea generating tips• From thoughts to idea just get it out on the table and

develop it along the way• put one idea per page as a title, along with a picture

and description to refer to at a later time• Use passionometer: sticky notes on the wall to

anonymously vote for ideas• Be a master builder team by working together to

solidify ideas

AHN J GRO U P SETU P – FUL L CURR ICULUM

Attended a weeklong training on a variety of sales operations and marketing systems held through IBCUniversity

Had hands on experience of working with the applications and documents in order to truly understand how to work with each on the floor

GROUP DYNAMICS WORKSHOP: TEAM DEVELOPMENT

The result of our group challenge

• The presenters laid out the rules of the road to remind us that as interns we must comply with the company’s standards and goals for associates

• Each team was given the challenge to build a structure that could support a water bottle for 10 seconds as well as allow a ball to roll through it with just the supplies of newspaper, tape, rubber bands and paper clips

• Deciphered the difference between a team and a group:• group = no common goal, may have same interest

but no investment, no leader or responsibilities• team = common goal, leader, every member

counts, competitive, “group of many minds with one mind” – Bill Bethel

• Bruce Tuckman Model: Stages of Team Development

• Forming: coming together• Storming: becoming aligned• Norming: working together• Performing: working in harmony• Adjourning: learning, assessing &

transitioning• Team norms: rules and guidelines, positive

and effective, fun, communication is key, avoid counterproductive approaches

BENEFIT TEMPLATES

Worked alongside a team of three other interns in order to adapt existing templates for customers so that they are up to date

Trained with Julia Gutman and Zach Von Eschen to learn how to complete the process

Learned how to use FLOW, VMWare, and Sharepoint to locate, identify and reassign benefit templates so that all clients had templates in the same place and can now be easily identified and located

MY ER S -BRIGGS TY PE IN DICATOR SESSIO N

Learned about the different personalities, the positive aspects that they bring to the table and how to work amongst the various attributes

My results: ISFJ• Introvert Sensing Feeling Judging• Big factors: abiding respect and personal

responsibility, helping others, realism, organization, facts, quiet warmth, caring, dependable, take work seriously and believe all should

MEETING W ITH COU RTN EY MCDADE & CORIN NE V IL E

Backpack to Briefcase mentor from Summer 2013 and a previous intern of my dad

Met to stay in contact and keep up our networking relationship

Both working in Government Markets/The Foundation

Discusses Master’s programs and career plans

Focused on the importance of learning work/life balance

RESUME & INTERVIEW TIPS SESSION

Resumes• Always be honest but still compel the reader• Revise resumes for each interview and recruiter based on the job• Create a lasting impression• Cover enough to fit the position and give a portrayal of you but keep it

at a short enough length for the recruiter to be able to read quiclkly

5 P’s when preparing for an interview• Prepare: understand the position and do research• Practice: STAR method (Situation-task, actions, results), know the

route• Presentation: dress approriately and be put together• Pertinent questions: make sure to ask questions!• Post interview: thank everyone involved

TEAM BUILDIN G EVEN T: LUCKY STR IKES

Had the opportunity to engage with the other interns in a light structure professional setting

Emphasized the importance of having fun in the work space and creating connections with the people that you work with

DEPARTMENT FAIR

Learned about the benefits of working with Independence as a full time or part time associate as well as possible career opportunities

Networked with multiple spokespersons for a variety of departments

Provider Network: Cyd Witherspoon Governmental Markets: Aziza Robey

 Marketing/Support: Nicole Gold & Tara Sheska Audit & Compliance: Dana Baer

 Billing/Self Service (Accounting): Paul Hurst Informatics: Melvin Moore

Business Technology Services: Kenneth Russo Strategy: Aicha Ly

Consumer: Michael Hudson Accounting/Finance: Candace Way & Kristen Thompson

Service Operations: Stacey Oakman

Engaged in a question and answer with multiple associates to get a feel for what each department was responsible for and how the positions assist the company as a whole

GRO UP PR OJECT SUBJECT MAT TER EXPERT

Christine Colombo

20+ years of experience at IBC

Current role is in Informatics focusing on reporting and analytics

manages teams for customer reporting: cost trends and asking customers what they want from IBX

Another focus of her position & department is Fraud and Abuse detecting for members and providers

GROUP PROJECT

Strategy: increase the utilization of the tool to provide more members with an understandable view of cost and quality information

Our Approach: market the app via existing platforms and events, pilot the rating program with associates, alert members via the IBX wire and implant bluetooth beacons in the retail store and PCPs to allow push notifications to arrive to members found that provide easy access to the app, the rating system and the care cost estimator tool at the correct time

Completed the Knock out round and moved on to win the final presentation

CLOSING PRESENTATION

Presented our group project for all attendees and won for our idea amongst three teams

Listened to Jen Bowers share her success story of intern turned full time

Heard from Brian Lobley, Doug Chaet and Jeanie Heffernan about their experience with the interns and the company culture of IBC, giving us words of wisdom as we move on