Everyday LifeChangers work to ensure they’re there for what matters

March 25, 2024

Video

Everyday LifeChangers bring our mission and vision to life and go above and beyond for our members, providers and colleagues. We’re here to celebrate our latest Everyday LifeChangers to see how they’re there for what matters.

Luis De La Riva Gasga, Employer & Individual

Video transcript

Instrumental music plays throughout. A montage shows a man in a photo shoot, and a photographer taking pictures of him. The montage stops on a photo of the man. White text appears over a blue background in the lower center of the screen. The man begins to speak.

ONSCREEN TEXT: Luis De La Riva Gasga

Everyday LifeChanger

LUIS: My name is Luis De La Riva Gazga, and my role is an account manager. I help people when things aren't going right within the insurance health system. I get things done when things aren't happening. I talk to any department that needs to be talked to, to make sure that people get medicine, people get treatment. Just kind of pushing through the things. I really like the idea of changing health care. It's hard to come by for a lot of people who can't afford it. So being part of Surest is being part of a plan that's affordable for people. It's going to change how we do health care. And a lot of people are going to be able to have health care that couldn't before. That really makes me proud to be part of a team like that. I appreciate the fact that we're changing how people see and view health care cost.

A montage shows Luis in the photo shoot. Then returns to him interviewing in a chair. Luis continues speaking.

LUIS: I recently got voted funniest person in my team, most likely to make people laugh, I think. I think positivity is a good strength. Positivity is just like that initial touch that changes the trajectory of something that's already gone wrong. If you bring that positivity, it immediately shifts the force of it. Success in my work looks like things flowing, things that have flow. Nothing's getting stuck. Nothing is preventing people from service or care. Trying to help people through difficult situations. So it's always an opportunity to go above and beyond to just give them comfort and letting them know that we're handling their issue.

A montage shows Luis in the photo shoot. Music continues playing. The montage stops on a picture of Luis standing with white text over a blue background in the lower center of the screen.

ONSCREEN TEXT: Luis De La Riva Gasga

Everyday LifeChanger

The photo of Luis dissolves to three blue lines circle in forming a U over a white background. Blue text appears in the center of the screen.

ONSCREEN TEXT: United

Healthcare

Screen fades to clack and the music fades out.

Tell us a little bit about what you do.
I work with Surest plan members who have specialized and complex care needs. Sometimes the claims I come across don’t have a solution yet, so I investigate our options and work to get them solved. It’s like solving a mystery and I love there’s never a dull moment.

Tell us about a memorable experience you’ve had with a member.
One time a member’s infant daughter lost her eye to cancer. She needed a prosthetic eye but, because their situation was so unique, we didn’t have a process in place. Together, we found a prosthetist who could accommodate their needs. This was such a relief for our member, as they were able to improve their daughter’s quality of life. As a parent myself, I’m proud to have helped.

What do you love about your job?
I love knowing I can help make things right for our members. When people who feel they’ve exhausted all their resources call, I’m motivated to do my very best to find a solution for them.

What do you like to do outside of work
I like to have a balance between quality alone time and time with my family and close friends. And I love a good barbecue!

Joanie Moore, Consumer Operations

Video transcript

Instrumental music plays throughout. A montage shows a woman getting her hair done for a photo shoot, and a photographer taking pictures of her. The montage stops on a photo of the woman. White text appears over a blue background in the lower center of the screen. The woman begins to speak.

ONSCREEN TEXT: Joanie Moore

Everyday LifeChanger

JOANIE: My name is Joanie Moore.

Joanie Moore interviews in a chair. White text appears over blue background on the lower left of the screen.

ONSCREEN TEXT: Joanie Moore

Consumer Operations

JOANIE: I am an advocate with Community and State. I would describe my job as someone who takes the time to listen, read between the lines to see what people really need. We're servicing a very vulnerable part of society who doesn't always know what services are available to assist them with the needs that they have. We try to listen for those opportunities and take the steps that we need to get them the help that they need.

A montage shows Joanie in the photo shoot. Then returns to her interviewing in a chair. Joanie continues speaking.

JOANIE: In day-to-day life, it makes a huge difference to me to know that I'm helping others because I believe that's what I was put here for. I had a gentleman and he had been evicted from his home that morning because his landlord could get $100 more a month than what he could pay. The man was sitting on a bench outside in tears with his belongings in a trash bag, just waiting to figure out what he was gonna do. And that's when you use those resources and you contact him. Within an hour, we had him heading to a shelter and had folks pick him up. It's little things like that that give you a sense of accomplishment, that you were able to make a difference. And I think that's what the job's all about, just making a difference for the others.

A montage shows Joanie in the photo shoot. Music continues playing. The montage stops on a picture of Joanie standing with white text over a blue background in the lower center of the screen.

ONSCREEN TEXT: Joanie Moore

Everyday LifeChanger

The photo of Joanie dissolves to three blue lines circle in forming a U over a white background. Blue text appears in the center of the screen.

ONSCREEN TEXT: United

Healthcare

Screen fades to clack and the music fades out.

Tell us a little bit about what you do.
When members call with a question, I’m often their first point of contact. I explain their benefits to them so they can better understand all the ways we’re here to help them take full advantage of what we offer. By being inquisitive, creating relationships with members to connect them to resources and information, I know I’m making an impact on their health.

What do you love about your job?
I love getting to know our members on a more personal level so I can better assist with whole person care. One time, a woman called with a general question about her child’s upcoming doctor appointment. After taking the time to get to know her, I learned she was unable to drive and her husband had been taking off work to bring their children to and from appointments. She started crying when I told her we could provide transportation services for her family. This is why I love my job.

Which of your strengths helps you do your job best?
It’s all about having a positive attitude and adding humor in the right places. People who call in are often dealing with a difficult situation and I believe my easy demeanor helps put them at ease. I’m there to help them and put a smile on their face when I can.

What do you like to do outside of work?
I love to volunteer in my community and spend time with my granddaughter and my dogs. My granddaughter does pageants and is currently doing a fundraiser for a three-year-old girl with leukemia. I’m so proud of her!

Orrin Kupau, Community & State

Video transcript

Instrumental music plays throughout. A montage shows a man in a photo shoot, and a photographer taking pictures of him. The montage stops on a photo of the man. White text appears over a blue background in the lower center of the screen. The man begins to speak.

ONSCREEN TEXT: Orrin Kupau

Everyday LifeChanger

ORRIN: My name is Orrin Kupau.

Orrin interviews in a chair. White text appears over blue background on the lower left of the screen.

ONSCREEN TEXT: Orrin Kupau

Community & State

ORRIN: I'm the Operations and Service Improvement Manager for the Hawaii Health Plan. Operations is we do a little bit of everything. We handle, in my department, mainly the claims side of the house, as well as non-emergent medical transportation. I think the most motivating aspect of my role is to help people live healthier lives. As long as there's purpose, I'm able to help people. I'm able to help my colleagues, help my staff, you know, lift up in the next stages of their career, then that's what gives me purpose in what I do.

A montage shows Orrin in the photo shoot. Then returns to him interviewing in a chair. Orrin continues speaking.

ORRIN: Quality is brought to life for our members by ensuring that we provide our members with the right answer the first time as much as possible. And if we don't have that answer for them today, and we promise to give them that call tomorrow, then we follow through with what our members' expectations are. UnitedHealthcare has provided so much for my family and I, and I can't be any happier and thankful for that.

A montage shows Orrin in the photo shoot. Music continues playing. The montage stops on a picture of Orrin standing with white text over a blue background in the lower center of the screen.

ONSCREEN TEXT: Orrin Kupau

Everyday LifeChanger

The photo of Orrin dissolves to three blue lines circle in forming a U over a white background. Blue text appears in the center of the screen.

ONSCREEN TEXT: United

Healthcare

Screen fades to clack and the music fades out.

Tell us a little bit about what you do.
I help people navigate the health care system here in Hawaii by creating personal connections and building trusted relationships with them. When they feel comfortable with me, I can take care of the logistics. This allows them to focus on what’s really important – their family and their health.

What drives you?
Our members deserve our full attention and commitment. I’m driven to bring my family-oriented culture to my work because, if roles were reversed and someone in my family needed help, I’d want someone I can trust to be there in the moments that matter.

What is your favorite part about your job?
My favorite part about coming to work each day is my team and the services we provide for the state of Hawaii. We’re a tight knit group and love community involvement. It’s fun when we have big in-person gatherings – last year we had a beach day where people brought their families along.

What do you like to do outside of work?
My wife and I love to travel and create new experiences for our 2-year-old son Oliver. We also enjoy visiting the beach to reenergize our spirits – the ocean is healing to my family and me.

Nidhi Singhvi, Operations & Experience

Video transcript

Instrumental music plays throughout. A montage shows a woman in a photo shoot, and a photographer taking pictures of her. The montage stops on a photo of the woman. White text appears over a blue background in the lower center of the screen. The woman begins to speak.

ONSCREEN TEXT: Nidhi Singhvi

Everyday LifeChanger

Nidhi interviews in a chair. White text appears over blue background on the lower left of the screen.

ONSCREEN TEXT: Nidhi Singhvi

Operations & Experience

NIDHI: My name is Nidhi Singhvi, and I have the pleasure of leading our consumer experience and resolution teams at UHC. The vision of the entire team is to go over and above for each of our individual members. Each member is really important, and whatever their situation may be is extremely unique and very important to that member. So every single time we touch a member, we do our very best to go over and beyond, work with hundreds of business partners across the company to make sure we get it right for that one member.

A montage shows Nidhi in the photo shoot. Then returns to her interviewing in a chair. Nidhi continues speaking.

NIDHI: One of my strengths is building things, building new teams. And I take extreme amount of pride and pleasure in what we've built with the consumer experience and resolution teams. Last year, we started from scratch with this vision of going after these outlier experiences and really changing the world for these members. And I'm so proud of how far this team has come and what a brand the Consumer Resolution Center has become. At the end of every day, I get to tell stories of how we completely changed lives of the members that we worked with.

A montage shows Nidhi in the photo shoot. Music continues playing. The montage stops on a picture of Nidhi standing with white text over a blue background in the lower center of the screen.

ONSCREEN TEXT: Nidhi Singhvi

Everyday LifeChanger

The photo of Nidhi dissolves to three blue lines circle in forming a U over a white background. Blue text appears in the center of the screen.

ONSCREEN TEXT: United

Healthcare

Screen fades to clack and the music fades out.

Tell us a little bit about what you do.
I’m proud to work for an amazing team who has positively impacted over a million lives. The Consumer Resolution team uses advanced analytics to help identify and resolve ongoing member situations. My team and I work proactively and get after the root cause of issues so they don’t happen again for others.

What drives you?
Being there for what matters most to our members – getting things done and resolving issues. For example, we had a member who was having difficulties getting new dentures. In the meantime, they were using ones that didn’t fit. When we learned about the complexities of dentures and realized how many people were likely going through a similar situation, we created a specialized team who takes care of all denture-related problems.

What do you like to do outside of work?
I never played sports growing up, but I recently started playing badminton and fell in love. It’s always fun to try something new – and it keeps me active. I also love spending time outdoors with my husband and two girls.

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