When members share how a call or communication from BlueCross prompted them to get recommended health screenings or seek needed health care, it reminds Bonnie Scarlett that even simple steps taken for others can have life-changing outcomes.
As a clinical products consultant, Bonnie often thinks about these impactful responses as she works on reporting and education projects related to health care services provided to our commercial members, and as she analyzes data to see how these initiatives and others have supported members.
“Hearing that someone got a screening that helped to diagnose a condition they didn’t know they had is a powerful example of how every interaction with our members matters,” Bonnie says.
Finding her passion in nursing
Bonnie credits her hospital nursing roles for the insight she now uses to support BlueCross programs that prioritize member health and wellbeing.
In school, Bonnie was intrigued by science and biology classes. When it was time to consider college, she saw nursing as the path to combine her passion for science with a purpose-driven career.
After earning her nursing degree from Tennessee Wesleyan University, she began working in the cardiac unit at a Knoxville hospital. As she cared for those with heart conditions, she talked with them about steps to manage their health and prevent complications after receiving their diagnosis.
“I’d tell my patients, ‘This is a journey, and I want to get you started on it in a way that keeps you from returning to the hospital,’” Bonnie says.
She later worked at the hospital’s heart catheterization lab, and then as a case manager supporting patients and physicians, helping with insurance processes related to hospital stays, surgeries and discharge planning.
“Each hospital nursing role gave me opportunities to make a meaningful impact,” Bonnie says.
Expanding her horizons and her impact
In case management, Bonnie saw how collaboration with health insurers could help improve patient outcomes. When a friend suggested she consider working at BlueCross, Bonnie was ready to use her nursing experience there.
She joined the company in 2015 as an analyst reviewing documents that help BlueCross meet standards for health care quality accreditation. It didn’t take long to realize she’d “found a home” within the quality management division.
Her current role as clinical products consultant has her digging deeper into accreditation data as well as data on member use of BlueCross provider networks and interactions with health care providers and services. She also compiles reports using the annual member experience survey of our commercial health plan members that asks them about their experience with their health plan, their doctors and care they’ve received.
The in-depth analysis lets Bonnie and the teams she partners with look at steps the company has taken related to preventive care and other health care services, along with the members’ experience. It helps them understand how members are accessing care, barriers they face in getting care, and how they feel supported on their health care journey.
“Many reports created from data we analyze share a common goal — making sure our members receive what they need to get healthy, stay healthy and have a positive experience while doing it,” Bonnie says.
Sharing from her heart
A highlight of her role is training customer service teams and other employees who interact with members or providers. She shares insights from the annual member experience survey, making a connection between members’ perspectives and BlueCross’ goals to help them live healthier lives.
“I want them to understand that even small actions, like helping someone find a doctor or understanding their benefits or co-pays, can make a difference in a member scheduling care they need,” Bonnie says.
Each training and project has a special meaning for Bonnie. She brings the perspective of giving care to others as well as receiving care herself through multiple surgeries and managing a health condition.
“That’s the lens I bring to everything I do,” Bonnie says.
She hopes those she trains take away this key point — always let your compassion shine through.
“At the heart of everything we do is a simple promise to take care of our members,” Bonnie says. “We can help them manage their health and connect them with community resources. We’re only a call away.”
Finding joy in the open road
Away from work, Bonnie and her husband enjoy motorcycle rides through Tennessee, North Carolina and Alabama. She calls herself a “passenger princess” on the seat behind her husband.
“I’m a ‘leaf peeper,’” Bonnie says, “and I take way too many pictures as a ride-by tourist when we’re on the motorcycle.”
Her son and daughter-in-law often ride with them. And Bonnie hopes her daughter will join them, having recently graduated from college.
Bonnie and her husband also enjoy going to concerts. A highlight of these experiences was taking their kids to see the Rolling Stones a few years ago.
“I think of it as, the family that has fun together, stays together,” Bonnie says.
Marie joined the BlueCross BlueShield of Tennessee corporate communications team in 2012. A Florida native, she has more than 25 years of experience in public relations, community relations, speech writing and special event planning.