Everyday extraordinary: When living our values becomes life saving work

During one of the busiest open enrollment seasons, Community Engagement Program Manager Kerry Tallon was doing what she always does – connecting with members across upstate New York. But one routine outreach call turned into a moment that would define what it means to truly show up.

A call for help

When the member answered, his voice was barely there – confused, fading. Kerry immediately sensed danger. When she asked if she should call 911, he whispered yes.

Steady in the chaos

Kerry stayed on the phone with him while using her other line to reach emergency services. Even when she was transferred multiple times because she was calling from a different county, she stayed calm, shared critical details, and made sure responders knew exactly how to enter safely.

She didn’t hang up until she knew help had arrived.

A life saved

A week later, he reached out. “You saved my life,” he said. His cancer had triggered a sudden, dangerous shift in his blood chemistry—an emergency he wouldn’t have survived without her.

Why local matters

Kerry’s instinct, compassion, and presence reflect the heart of our mission: we don’t just serve members, we stand beside them as neighbors. Across the regions we serve, employees show this same dedication every day.

“Passionately serving our customers is at the heart of what I do, and in moments like that call, it didn’t feel like a job at all, it felt like standing by a neighbor who desperately needed someone. That’s the kind of compassion we show here every day, because it’s truly the culture of our health plan.”
— Kerry Tallon, Community Engagement Program Manager

This is what it means to be Everyday Extraordinary.

Contact:
Melissa Klinko Melissa.Klinko@excellus.com