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

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

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

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

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

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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