This document summarizes the activities and projects completed by Bridget Drumm during her summer 2015 internship at Independence Blue Cross in Philadelphia. It includes an orientation to the company culture, volunteering with the Blue Crew program, learning various sales and marketing systems, participating in a group project to develop a healthcare transparency tool, and networking with professionals across various departments. The internship provided hands-on experience and exposure to different roles within the health insurance industry.

1. SALES OPERATIONS
INTERNSHIP SUMMER 2015
Bridget Drumm
Independence Blue Cross
Philadelphia, PA.

2. SUMMER 2015 INTERNSHIP
ORIENTATION
• Day long onboarding to the
company
• Overview of the internship
program
• Learned about the group
project and devised goals for
the project
• Listened to associates share
their perspective on IBC
• Introduction to corporate
policies, culture and
executives
• Make It Easy, Make it
Happen, Show I Care
• Live Fearless

3.  Visited John H. Taggart School
in South Philadelphia to volunteer
with Independence Blue Cross Blue
Crew
 Monitored children in grades K-2
while they participated in the
school’s Fun Day Program
 Assisted teachers in arts and
crafts and activities
COLLEGE INTERNS’
VOLUNTEER PROJECT

4. BACKPACKS TO
BRIEFCASES PROGRAM
 Mentor: Stephanie Wallington
 Administrative Assistant to Paula Sunshine, VP Consumer Sales &
Marketing
 Met weekly throughout the internship program
 Mentee: Alexandria Scott
 Independence University High School Intern
 Attending Delaware State in the Fall

5. PROJECT CRANBERRY
 Transition of AmeriHealth New Jersey members from one system to the
Highmark system
 Sat in on a meeting in which I was able to grasp the department’s goals for
the migration, the concept of the transition process as well as the additions
and subtractions within the department as a result of the migration
 Got a feel of what the bumps in the process were as well as the
strongpoints and the deadlines and most important factors for a succesful
transition

6. THE INDEPENDENCE NEXT
GENERATION PORTAL PRESENTATION
 Amanda Moran and her team gave an informative presentation about the
upgrades of the new member portal
 The team went through each aspect of the additions and subtractions from the
current system in order to streamline the customer experience and make care more
accessible
 Presented the new Provider Finder that is much more user friendly
 Explained the specifics of the access dates as well as provided examples of the
face of the new portal for the audience to understand the new tactics

7. INFORMATIONAL
INTERVIEW: LYNN HUNT
 Manager of Inter-Plan Sales Support with 30+ years of experience at IBC
 Deals with large groups: 300+ & National
 Serves as a liaison between IBC and other blue plans across the country to help
with the process of member claims in other areas as well as large groups that have
locations in other states
 Gave a background of what the company is doing within the community today:
Indego Bikes, River Rink, World Meeting of Families
 Provided us with a packet identifying all 37 Blues as well as those plans
identified as Consortium Health Plans

8. INNOVATION SESSION
 A big takeaway was to remember the customer is the center of all the work at IBC
 Discussed the group project and brainstormed ideas within team
• Got a deeper understanding of the goals of the Transparency Tool Project
• Encourage customers to use the portal instead of going to google for these searches
• Ratings and reviews, cost, quality and location provided
• Provide more access to health care info so we can be better healthcare consumers and see it from
the member’s perspective
• Log in for customized care info
• Provider finder and care cost estimator
• Innovative Tools
• Getting ideas out
• Positive & open thinking
• Building on ideas
• Remaining playful
Idea generating tips
• From thoughts to idea just get it out on the table and develop it
along the way
• put one idea per page as a title, along with a picture and description to
refer to at a later time
• Use passionometer: sticky notes on the wall to anonymously vote for
ideas
• Be a master builder team by working together to solidify ideas

9. AHNJ GROUP SETUP – FULL
CURRICULUM
 Attended a weeklong training on a variety of sales operations and
marketing systems held through IBCUniversity
 Had hands on experience of working with the applications and
documents in order to truly understand how to work with each on the
floor

10. GROUP DYNAMICS WORKSHOP:
TEAM DEVELOPMENT
The result of our group challenge
• The presenters laid out the rules of the road to remind us that as interns
we must comply with the company’s standards and goals for associates
• Each team was given the challenge to build a structure that could support
a water bottle for 10 seconds as well as allow a ball to roll through it with
just the supplies of newspaper, tape, rubber bands and paper clips
• Deciphered the difference between a team and a group:
• group = no common goal, may have same interest but no
investment, no leader or responsibilities
• team = common goal, leader, every member counts, competitive,
“group of many minds with one mind” – Bill Bethel
• Bruce Tuckman Model: Stages of Team Development
• Forming: coming together
• Storming: becoming aligned
• Norming: working together
• Performing: working in harmony
• Adjourning: learning, assessing & transitioning
• Team norms: rules and guidelines, positive and effective,
fun, communication is key, avoid counterproductive
approaches

11. BENEFIT TEMPLATES
 Worked alongside a team of three other interns in order to adapt
existing templates for customers so that they are up to date
 Trained with Julia Gutman and Zach Von Eschen to learn how to
complete the process
 Learned how to use FLOW, VMWare, and Sharepoint to locate,
identify and reassign benefit templates so that all clients had templates
in the same place and can now be easily identified and located

12. MYERS-BRIGGS TYPE
INDICATOR SESSION
 Learned about the different personalities, the positive aspects that
they bring to the table and how to work amongst the various
attributes
 My results: ISFJ
• Introvert Sensing Feeling Judging
• Big factors: abiding respect and personal responsibility, helping
others, realism, organization, facts, quiet warmth, caring, dependable,
take work seriously and believe all should

13. MEETING WITH COURTNEY
MCDADE & CORINNE VILE
 Backpack to Briefcase mentor from Summer 2013 and a previous
intern of my dad
 Met to stay in contact and keep up our networking relationship
 Both working in Government Markets/The Foundation
 Discusses Master’s programs and career plans
 Focused on the importance of learning work/life balance

14. RESUME & INTERVIEW TIPS
SESSION
 Resumes
• Always be honest but still compel the reader
• Revise resumes for each interview and recruiter based on the job
• Create a lasting impression
• Cover enough to fit the position and give a portrayal of you but keep it at a
short enough length for the recruiter to be able to read quiclkly
 5 P’s when preparing for an interview
• Prepare: understand the position and do research
• Practice: STAR method (Situation-task, actions, results), know the route
• Presentation: dress approriately and be put together
• Pertinent questions: make sure to ask questions!
• Post interview: thank everyone involved

15. TEAMBUILDING EVENT:
LUCKY STRIKES
 Had the opportunity to engage with the other interns in a light
structure professional setting
 Emphasized the importance of having fun in the work space and
creating connections with the people that you work with

16. DEPARTMENT FAIR
 Learned about the benefits of working with Independence as a full time or part time
associate as well as possible career opportunities
 Networked with multiple spokespersons for a variety of departments
 Provider Network: Cyd Witherspoon Governmental Markets: Aziza Robey
 Marketing/Support: Nicole Gold & Tara Sheska Audit & Compliance: Dana Baer
 Billing/Self Service (Accounting): Paul Hurst Informatics: Melvin Moore
 Business Technology Services: Kenneth Russo Strategy: Aicha Ly
 Consumer: Michael Hudson Accounting/Finance: Candace Way & Kristen Thompson
 Service Operations: Stacey Oakman
 Engaged in a question and answer with multiple associates to get a feel for what each
department was responsible for and how the positions assist the company as a whole

17. GROUP PROJECT SUBJECT
MATTER EXPERT
 Christine Colombo
 20+ years of experience at IBC
 Current role is in Informatics focusing on reporting and analytics
 manages teams for customer reporting: cost trends and asking
customers what they want from IBX
 Another focus of her position & department is Fraud and Abuse
detecting for members and providers

18. GROUP PROJECT
 Strategy: increase the utilization of the tool to provide more members with an
understandable view of cost and quality information
 Our Approach: market the app via existing platforms and events, pilot the rating
program with associates, alert members via the IBX wire and implant bluetooth
beacons in the retail store and PCPs to allow push notifications to arrive to
members found that provide easy access to the app, the rating system and the care
cost estimator tool at the correct time
 Completed the Knock out round and moved on to win the final presentation

19. CLOSING PRESENTATION
 Presented our group project for all attendees and won for our idea
amongst three teams
 Listened to Jen Bowers share her success story of intern turned
full time
 Heard from Brian Lobley, Doug Chaet and Jeanie Heffernan about
their experience with the interns and the company culture of IBC,
giving us words of wisdom as we move on