We were lucky to catch up with Judy Stella recently and have shared our conversation below.
Judy, thanks for joining us, excited to have you contributing your stories and insights. Can you share a customer success story with us?
In December 2022, a simple act of kindness unfolded, revealing the profound impact a small gesture can have on someone’s life. This heartwarming story features the emotional experience that comes with lending a helping hand when it’s needed most. I had been serving a member for over five years when I received a call one afternoon that would leave a lasting impression on me. She was feeling overwhelmed by the deluge of mail arriving at her doorstep, each envelope bearing English text that she couldn’t read or fully understand. Fearing that she might miss something important by tossing them aside, she reached out for assistance.
Without hesitation, I offered to visit her that same week to review her correspondence. Among the stack of letters, I stumbled upon a time-sensitive request: she needed to complete a renewal form by a specific date to maintain her essential food and medical programs.
I searched the pile for the form but came up empty-handed. Instead, I proposed we call the office to explore alternative solutions. On the other end of the line, a kind voice explained that mailing another form would be too late. They recommended completing the renewal over the phone, but it would be a lengthy process, requiring recorded telephonic verification and translation assistance on my part.
The person from the public agency sought my member’s consent to act as a translator and guide her through the process, to which she readily agreed. We embarked on this journey, quickly realizing that her very livelihood hung in the balance. She lived on a fixed, limited income, and losing her benefits could lead to a serious concern– no food on the table and potential medical costs.
As we progressed, my member’s anxiety spiked when she heard the approaching street sweeper. She worried about my car getting a ticket for being parked on the street. But I gently reassured her, emphasizing that completing her renewal verification was our top priority. Her well-being was at stake, and we couldn’t afford any interruptions. We pushed through, and the relief was palpable when we received the news that she wouldn’t have to complete this process again for another three years. Her benefits were secure.
Gratitude radiated from her, and I couldn’t have been happier to help. However, when I returned to my car, a ticket envelope awaited me on the windshield. I opened it and confirmed the inevitable – a parking ticket. But here’s the thing – I didn’t mind. I could easily afford the street sweeping ticket, but for my member, even missing one month of food benefits could have been a difficult stressor for her.
I paid the ticket without ever mentioning it to her. Instead, I kept that ticket on my vision board as a constant reminder of the significance of providing excellent customer service, especially to those who need it most.
In this story, we see that sometimes the emotional experience of helping someone in need far outweighs the inconvenience we might face. It’s a testament to the power of empathy and the profound impact simple acts of kindness can have on someone’s life.
Judy, before we move on to more of these sorts of questions, can you take some time to bring our readers up to speed on you and what you do?
Certainly! At Stella Health Insurance Agency, our mission is to serve all clients by simplifying their health insurance options and ensuring they receive the best possible healthcare coverage. Here’s more about who we are, what we do, and what sets us apart:
About Us:
Stella Health Insurance Agency was founded with a deep-rooted desire to create an organization that serves and uplifts underserved communities. Our journey began with a personal aspiration to establish an agency built on a foundation of strong core values, a commitment to our shared vision, and a clear sense of purpose.
Our Services:
At Stella health Insurance Agency, we offer a comprehensive range of services designed to streamline the process of choosing the right Medicare plan. Our personalized one-on-one consultations are the heart of our approach. We take the time to assess each individual’s unique healthcare needs and financial circumstances. Based on this assessment, we provide expert guidance on selecting the most suitable Medicare plans, supplemental insurance, and prescription drug coverage. We also assist with the enrollment process, ensuring that every detail is handled correctly and efficiently.
The Problems We Solve:
Our primary focus is on alleviating the confusion and stress that often accompanies Medicare decisions. Many clients and their families find it daunting to navigate the various plan options, enrollment deadlines, and complex coverage details. We step in to simplify this process, breaking down intricate information into understandable terms. Our goal is to empower our clients to make well-informed choices that are both cost-effective and tailored to their specific needs.
What Sets Us Apart:
What distinguishes Stella Health Insurance Agency is our unwavering commitment to personalized service. We view each client as a unique individual, not just another number. Building trust and rapport with our clients is at the core of what we do. We take the time to understand their concerns, answer their questions, and provide guidance that is tailored to their circumstances. Our clients are not just clients; they are like family to us.
Our Pride and Promise:
We take immense pride in the positive impact we’ve had on the lives of our clients and their families. Witnessing the relief and peace of mind that comes with understanding Medicare options and having a well-suited plan in place is incredibly fulfilling for us. Our promise to potential clients, followers, and fans is simple: we are here to simplify the Medicare process, make it accessible, and empower our clients to take control of their healthcare. Stella Health Insurance Agency is built on trust, compassion, and expertise, and we are here to provide unwavering support on every individual’s Medicare journey.
In summary, Stella Health Insurance Agency is your dedicated partner in navigating the world of Medicare. We are passionate about simplifying the complex and ensuring that our clients receive the healthcare coverage they deserve. If you or a loved one are approaching Medicare eligibility, consider us your trusted resource for expert guidance and compassionate support.
What do you think helped you build your reputation within your market?
In the world of healthcare and insurance, where choices can be confusing and the stakes are high, reputation is everything. At Stella Health Insurance Agency, we’ve worked diligently to establish a strong reputation within our market, and we attribute our success to a few key principles that are at the core of our business philosophy. Fulfilling Our Promises: At the heart of our reputation is our unwavering commitment to fulfilling our promises to the clients we serve. When we make a commitment, we stand by it. Whether it’s providing guidance on Medicare plans, assisting with enrollment, or offering ongoing support, our clients can trust that we’ll be there when they need us. This reliability has earned us the trust of our clients and the respect of our peers.
Professionalism and Integrity: Conducting ourselves in the utmost professional manner is a non-negotiable part of our identity. We understand the significance of the decisions our clients make when it comes to their healthcare. Our team of dedicated professionals approaches every interaction with integrity, honesty, and transparency. It’s these values that form the bedrock of our reputation, ensuring that our clients know they are in capable hands.
Alignment with Core Values: Our organization is built on a set of core values that guide every decision and action we take. These values aren’t just words on paper; they are the principles we live by. Our commitment to excellence, empathy, and service to underserved communities is not just a mission statement but a daily practice. It’s this alignment with our core values that resonates with our clients and sets us apart.
Strategic Partnerships: Building strategic partnerships has been instrumental in our journey. We understand that to truly make a difference, we can’t do it alone. By collaborating with like-minded organizations, we can extend our reach and offer even more value to our clients. These partnerships are based on mutual trust and a shared commitment to improving the lives of our clients.
Delivering Value and Results: Reputation is not solely built on words but on tangible results. We take pride in delivering value to our clients by helping them find the best Medicare options tailored to their needs. Our focus on results means that our clients experience the positive impact of our services, which in turn strengthens our reputation as a trusted resource.
In closing, our reputation within our market reflects our dedication to our clients and our unwavering commitment to our core values. We are honored to have earned the trust of those we serve and to be recognized for our professionalism, integrity, and dedication to excellence. As we continue our journey, we remain steadfast in our mission to simplify the Medicare process, serve underserved communities, and make a positive impact on the lives of our clients and their families. We are grateful for the opportunity to do what we love and for the trust our clients place in us every day.
How do you keep your team’s morale high?
In my current role as VP of Human Capital at Stella Health Insurance Agency, my specific responsibilities encompass a range of key strategies that are integral to our team’s success. with this question, we will delve into the strategies that I oversee and implement within our agency, and we are excited to share these insights with our readers today. Specifically, we will explore the significance of strategic recruitment, continuous learning, goal setting, open communication, conflict resolution, and fostering an inclusive culture with a focus on employee engagement. These strategies, which I directly oversee, are at the core of our approach to building a cohesive, motivated, and successful team.
1. Strategic Recruitment:
Strategic recruitment is the foundation upon which a high-performing team is built. It involves careful planning and execution to bring individuals on board who not only possess the necessary skills but also share the organization’s values and vision. Diversity and inclusion play a significant role in this process, as a diverse team brings a wealth of perspectives and experiences that can drive innovation and creativity.
At Stella Health Insurance Agency, we leave no stone unturned in our pursuit of assembling a high-performing team. Our strategic recruitment process is rigorous and thorough, ensuring that all individuals who join our organization undergo a meticulous evaluation. We have implemented a top-grading interviewing process that includes a comprehensive three-hour interview designed to assess not only a candidate’s skills but also their alignment with our organization’s core values and standards.
This in-depth interview process allows us to identify A-Players—individuals who exhibit excellence in their field and are committed to upholding our agency’s values and standards. By carefully selecting team members who are not only skilled but also share our vision and principles, we ensure that every member contributes to our collective success.
2. Continuous Learning:
Creating a culture of continuous learning within the team is essential for long-term success. Team members should be provided with opportunities for skill development and professional growth that align with their career aspirations and the organization’s needs. This not only enhances individual capabilities but also ensures that the team remains adaptable and competitive in a rapidly changing environment.
3. Goal Setting:
Setting clear and SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals is a fundamental aspect of effective team management. When team members understand their objectives and how their work contributes to the broader organizational goals, they are more motivated and engaged. Goal setting provides direction and purpose, fostering a sense of accomplishment when targets are met.
4. Open Communication:
Open communication is the essence of a successful team. Encouraging team members to express their ideas, concerns, and feedback without fear of reprisal creates a collaborative and transparent work environment. When everyone feels heard and valued, trust is established, and conflicts are more likely to be resolved constructively.
5. Conflict Resolution:
Conflict is a natural part of any team dynamic. Effective conflict resolution strategies are crucial to maintaining a harmonious work environment. Managers should address conflicts promptly and impartially, helping team members find common ground and reach solutions that benefit the entire team. A fair and respectful approach to conflict resolution strengthens team morale.
6. Inclusive Culture and Employee Engagement:
Fostering an inclusive culture and promoting employee engagement go hand in hand. An inclusive culture values diversity, making every team member feel respected and welcome. It encourages employees to bring their authentic selves to work, leading to increased job satisfaction and overall well-being. Additionally, employee engagement initiatives, such as team-building activities and recognition programs, strengthen bonds among team members and enhance their commitment to achieving shared goals.
In conclusion, building a high-performing team requires a multifaceted approach that encompasses strategic recruitment, continuous learning, goal setting, open communication, conflict resolution, and the cultivation of an inclusive culture with a focus on employee engagement. When these strategies are implemented effectively, they contribute to a motivated and cohesive team that is equipped to overcome challenges and achieve success in the ever-evolving business landscape.
Contact Info:
- Website: www.stellainsurance.com or www.stellaagents.com
- Instagram: @stella_insurance
- Linkedin: Stella Health Insurance Agency
Image Credits
David Martin Jr. Photography