“The Best of the Best”
Local Cigna Manager Recognized
Kellie Adlof has seen the changes in the insurance industry first hand.
The local official at the Cigna Insurance Regional Office in Denison has been with the company 26 years. The Bells native started in an entry level position and is now the vice president of call operations.
“I’ve enjoyed all the time I’ve been here,” said Adlof last week. “This is a good company to have a career with.”
According to Adlof, Cigna is a company where the employees have a role in the process of growth.
“Cigna offers great opportunities for us to be innovative,” explained Adlof.
One of those opportunities happened for Adlof last year when she became the lead employee in the effort to create a network for 24 hours a day/7 days per week coverage for Cigna customers. The 24/7 Implementation Team created the operational and tactical execution of the extended service hours. The Denison site is one of six in the network; Denison covers Sunday through Friday from 6 a.m. until 12 midnight while the other locations cover the remainder of the week.
The effort to get this program up and running was considered and awarded a Cigna Quarterly Champion Award; an internal recognition award given for work within the company. Adlof was instrumental in providing input to the service model design and implementation strategy.
She worked with six other employees from across the network and functional areas including finance, project team, call operations, human resources and resource planning.
“The total call operations include more than 1,000 employees,” said Adlof.
But the story doesn’t stop there. After the team implemented the new program – five months in advance – the innovation would be considered for the annual Cigna Champion Award, which was to be presented in October 2010. The award recognizes employees whose accomplishments have had a positive impact on the people of Cigna.
“This is Cigna’s most prestigious award,” explained Adlof. “It goes to employees who have made a significant contribution to the success of our company.”
Out of the pool of 115 quarterly winners, the Chief Executive Officer of Cigna, David Cordani, chose 20 annual winners including Adlof for her work on the 24/7 operations.
“I am honored and humbled to have received this award,” said Adlof. “This award is very special. I am excited to help Cigna be a leader in the service industry.”
On Oct. 4, Adlof attended the banquet at the Four Seasons Hotel in Philadelphia – Cigna’s home office city - where the presentation of the Champion Award was held.
According to Adlof, Cordani praised the winners for their accomplishments and courage saying they were ‘very special people who see a possibility and make it a reality.’
“I’m so glad to work for a company that recognizes its employees for their efforts and contributions to the organization,” said Adlof. “It is such a great company.”
The award was actually Adlof’s third ‘Champion’ Award. She explained that it was called the “Circle of Excellence Award” when she won in 1999 for implementing the “Work at Home” program. Then, in 2006, Adlof was once again recognized for her work to bring certification to Cigna from JD Powers and Associates. (Cigna did it four years in a row.) Cigna Insurance was the first healthcare company to be certified by JD Powers, added Adlof.
With this third program, Cigna is now the first health service company to offer 24/7 service for its core health care products, according to Adlof.
“The move to a 24/7 call operation model helps differentiate Cigna as a leader in service,” said Adlof. “We overcame challenges that considerably improved service for our customers.”