As a privacy assistant in the legal division, Sheila Wofford helps to safeguard the most sensitive information BlueCross members entrust to us – and is the first contact for many in need of help accessing or securing their Protected Health Information (PHI).
“I think about my grandmother,” Sheila says. “When I was young, I’d hear her on the phone trying to get her medicine straightened out, and people weren’t always patient or kind. Now, when members call us — especially in stressful situations — I want to be that calm, helpful voice that makes things easier.”
Born and raised in Chattanooga, Sheila worked in various law offices downtown. Several friends of hers worked for BlueCross and spoke highly of the benefits and culture, so on a lunch break while walking by the BlueCross HQ, she applied.
“I always wanted to work in legal,” she says, “but those positions rarely opened up.”
Sheila started in commercial claims processing and transitioned to case management for BlueCare several years later.
“I feel like I got experience in the real foundations of the company,” Sheila explains. “The core of our business includes both the commercial and government sides, as well as both handling claims and making sure members get access to the care they need.”
After several years at BlueCross, Sheila got the opportunity she’d been hoping for and joined the legal division’s privacy office in 2017. Sheila monitors, reviews and loads all legal documents that come through the privacy office and receives calls from members, case managers, attorneys and employees across the company to help with anything from a lost insurance card or incorrect address to setting up confidential communication channels for a member in need.
“Education is huge,” Sheila explains. “We train every line of business on best practices for keeping protected health information [PHI] safe. That safety is everyone’s responsibility.”
With experience helping members navigate their benefits, she now helps families navigate their rights and information, such as grandparents who suddenly become guardians of their grandchildren after a parent’s death.
“They’d call in, overwhelmed, just trying to get insurance cards for their grandkids or getting their vaccination records for school,” she recalls. “I’d walk them through what documents they needed, how to gain access and where to find the right information.”
A gift for connection
Sheila has a creative, outgoing nature that started early. She remembers being glued to the TV during holiday broadcasts of “The Nutcracker.”
“I was directing my friends in neighborhood plays,” she laughs. “My mom thought, ‘There’s something about this kid.’”
She pursued drama in high school, studied acting in New York and Los Angeles, and has appeared in theater productions and films that have resulted in award-winning performances. You might even recognize her from a commercial that aired during the Summer Olympics last year.
Balancing her creative endeavors with a full-time job takes discipline, but Sheila says BlueCross supports her creative life.
“I save my vacation time for auditions and shoots. My team is so supportive — they know if you’re happy outside of work, you’ll do a great job at work.”
Her artistic eye has even enhanced her role at BlueCross. As part of a PHI awareness event, Sheila helped design an interactive “Privacy Escape Room” for employee training.
“We wanted something hands-on, so people could see and touch examples of protected information,” she explains. “It was a hit.”
A wardrobe change
In January 2024, one challenge Sheila hadn’t taken on yet caught up to her.
“I’d been living with diabetes and high blood pressure for years,” she says. “I knew I needed to take more serious action, but at the time I was just comfortable taking my medication. Then my lab results came back worse than ever. That was my wake-up call.”
Knowing she had to make a change, Sheila started small — cutting out sodas and drinking only water. She started seeing results quickly, and lost 14 pounds in a month. From there, she focused on lean proteins, green vegetables and portion control. After two years, she’s lost down more than 100 pounds, her energy is up, and her confidence has soared, and shopping for clothes is no longer an exercise in hiding herself, but in using her creativity to express herself more fully.
Her advice for others? Start slow.
“I didn’t give myself a deadline. I just said, ‘One day at a time.’ I had to show myself grace,” Sheila explains. “It’s not about being skinny — it’s about being healthy.”
Bringing her gifts to bear
Whether she’s equipping employees to better protect our members, helping those members access the data they need, or performing on a set, Sheila’s mission is always to serve the community around her.
“I believe in taking care of each other,” she says. “At BlueCross, that means protecting people’s information. Outside of work, it means using my creative gifts to inspire. Either way, it’s about trust and connection.”
A graduate of The University of South, Sewanee, Jacob joined the Corporate Communications team in 2018. With a background in marketing, public relations and literary publishing, he brings storytelling expertise and a collaborative spirit to every project.