It is often easy for nurses who become leaders to unintentionally abandon their original role as nurses. This is not true for Linda. She is a revered role model for our department for her consistent demonstration of caring and compassion, in her work with both our team members, her peers, and our members. She essentially approaches her leadership role as a nurse first taking responsibility for not only the care of our members but also the growth, development our people and culture. Her team, co-workers, and leadership speak of her with high regard. It is difficult to spend 10 minutes with Linda and not smile and feel as if your time with her she poured love directly into your heart.

To me, she consistently makes a difference in how I respond to others and situations. During times of adversity, her lead reminds me to be the best version of me, treat others with love and grace, and find joy in all things. 

Linda provides many examples of extraordinary behavior.  She takes her real-life patient care experience and integrates it into her vision for the member’s journey. 
Linda’s compassion is most noticeable when our members have some sort of challenge. I’ll share an example, but keep in mind that examples like this involving surgery, transplant, or cancer treatment reoccur frequently throughout the year. Each time, Linda responds with, “Let’s make sure we do all we can for this member.” 
Case Example – A family was on summer vacation thousands of miles from home when their child became ill and required hospitalization. Fast forward - it was discovered the child had cancer and would need immediate and ongoing treatment. 

Of course, the family wanted to return home. The child’s condition was fragile and could only be transported over a large distance by air ambulance. As many of us are aware, our air ambulance benefit only transfers to the nearest available treating facility. For the family to transport the child closer to home, the air ambulance expenses would not be covered. For the family to remain where they were, the family would incur emotional and financial hardship.  

Linda was informed of the case and told by our UM team medical necessity was not present to justify the transfer home. Linda was able to research the treatment cost at the parent’s local pediatric oncology hospital and the transportation cost. Linda was able to build an argument that transferring the child home would not only create a better member and family journey, but she revealed that treatment outcomes and costs at the family’s local treatment hospital were much better! Linda’s work allowed GEHA to support a benefit exception to cover the expenses of the air ambulance. The child was transferred home for treatment. 

Linda makes it a priority to have frequent connections with her team members and her colleagues. She often invites folks out for coffee or dinner. She uses this time to deepen relationships beyond the day-to-day transactional work. 

For our GEHA employees, she doesn’t miss an opportunity to share with someone the value she sees them contribute.  It is not unusual to overhear Linda telling someone, “You are important to me and GEHA,” “your opinion and input matter,” and “You do (this) well.”  Linda focuses on a person’s gifts. She coaches in that manner. She frequently connects with members of her team and others inside and outside of work. She takes time to attend family events or just to take someone out for coffee or dinner. 

Linda encourages her team members to “be a leader where you are in all that you do.” She challenges them to build skills and overcome adversity. She gives grace and gentle guidance but is firm when needed. In doing so, Linda cultivates long-lasting, trusting, respectful relationships.

2023 was a trying year for MMD leadership. Linda understood the emotional impact business changes would make on her people and her colleagues. She responded quickly and held tight to frequent connections. She increased opportunities to be an ear. Linda was adamant that she had to care for our people so that they could care for our members.  

Linda’s frequent connections allowed her to sense when someone needed time away. She emphasized our positive member experience culture. This led her team to verbally respond stating regardless of our situation, they would continue to provide excellent customer service. 

Linda was an encouraging voice as folks were considering their next journey. There were many examples. Some of employees going to Linda about their ideas to start their own businesses, some to explore new types of work, some to invest in their education. Linda wore her “proudness” of each person when she shared their stories, encouraging optimism for change.

The unique part of nursing, is that nursing considers the whole person, including not only their physical health but also their mental health, their environment, and their support system.  Linda considers this not only in how she leads individuals but also in how she leads benefit management. 

Linda frequently shares the cancer journey beyond chemotherapy and radiation. She prompts us to consider the entire experience when developing solutions. She champions and serves as a role model for complete member-centric care.