Everyday Extraordinary: Service With Heart

“I don’t know what I’d do without this place,” Earl said. “They explain things so I can understand them. They’re not just helpers—they’re my friends.”

A community anchor

For members like Earl, an 84-year-old Medicare member from Harpursville, the Johnson City Excellus BCBS Resource Center has become more than a place to get answers. It’s a lifeline. A trusted stop in his week. A place where he feels understood.

Earl’s story

Earl visits often—sometimes with a list of questions, sometimes with a stack of mail he finds confusing. Like many of our members, he finds that some documents are easier to understand with a little guidance. He’s shared that certain mailings can be overwhelming, and he truly values having a place to go for clarification.

He also cares for his grandchildren and often needs help understanding their coverage as well. He trusts the Resource Center team to walk through those details with him.
Recently, Earl walked in with a letter stating that one of his Medicare plans was being discontinued—something he hadn’t fully understood—and with only ten days left to make a decision.

How the team helped

Recognizing the urgency, Alesia Curtin, Brittany Jenkins, and Raechell Smallacombe immediately stepped in.

They took the time to explain the changes in a way that met Earl’s needs.

They helped him select a new plan, ensuring there were no gaps in coverage.

They offered patience, kindness, and genuine human connection—something Earl values just as much as the information itself.

For Earl, and so many others, the Resource Center is more than a help desk. It’s a place where members feel welcomed, understood, and supported by people who truly care.

Everyday extraordinary, thanks to them

Excellus BCBS employees Alesia, Brittany, and Raechell make moments like this possible. Their compassion, patience, and commitment to passionately serving our customers turn everyday interactions into moments that genuinely matter.

Their work doesn’t just help members like Earl—it strengthens the entire community.

And it’s in moments like these that their impact shines—transforming simple acts of service into something truly Everyday Extraordinary.

Contact:
Melissa Klinko Melissa.Klinko@Excellus.com