Kristen Pagano: Facilitating Access to Home and Community-Based Behavioral Healthcare

Kristen Pagano’s work helps people get the care they need in the way they prefer. As a behavioral health clinical care manager at Carelon Behavioral health, Pagano helps ensure people can connect with home and community-based behavioral health services that support them to lead more independent lives. Through her work and her personal endeavors, Pagano takes a community-centered, compassionate approach to improve health and well-being.
 

What is your role?

My current role supports Medicaid waiver eligibility determinations within the state of North Carolina. North Carolina offers the 1915 waiver for individuals covered by Medicaid to receive home and community-based behavioral health services, providing opportunities for them to receive the services in their home or community rather than institutions. Our team reviews documentation that is completed by providers regarding eligibility and makes recommendations to the state about whether a person meets the criteria to receive waiver services.
 

How does your work advance Elevance Health’s purpose to improve the health of humanity?

This work advances Elevance Health’s purpose to improve the health of humanity by ensuring that individuals are able to connect with the necessary behavioral health services that will allow them to live, attend school, and work as independently as possible within their communities.
 

What is your involvement with our business resource groups (BRGs)?

I am currently the marketplace chair for the PRIDE BRG where I get to put my passion for philanthropy and health equity for the LGBTQ+ community into action. The ties I've built through the BRG are far richer than I could have ever imagined. I have been able to meet some truly remarkable individuals and have forged friendships I'm certain will be lifelong. In addition, having the opportunity to learn and grow my leadership skills in this role has made for an enriching experience during my time with Elevance Health.
 

Which company value resonates most with you and how do you demonstrate this in your work?

The company value that really hits home for me is community. Communities are essential in our work toward creating bonds, fostering our individual mental health, and weaving us into the beautiful tapestry that is humanity. This value ties perfectly into our purpose to improve the health of humanity. By embodying this belief in our work, we're not just opening doors for better teamwork, but giving back in a meaningful way. But most important, building valuable relationships helps us to truly understand what people need. I try to bring this value alive in my everyday work, meeting every challenge with a healthy dose of empathy, and striving to break down walls by promoting transparency in sharing information.
 

Any professional advice for our associates?

As Elevance Health associates, our work has a profound impact on people's health and wellbeing. With this in mind, I would offer this advice to other associates:

1. Always prioritize compassion: In the healthcare industry, compassion is as important as competence. Remember to empathize with the people we serve. Their experiences and stories matter.
2. Be open: Foster a culture of transparency and open communication. This not only improves collaboration but creates trust and strengthens our team.
3. Keep learning: The healthcare field is always evolving. Stay ahead of the curve by continuously improving knowledge and skills.
4. Embrace innovation: Technology is at the forefront of healthcare transformation. Be proactive in learning about and embracing advancements that help us to more effectively and efficiently perform our roles.
5. Balance: Don't lose sight of your own well-being in the midst of helping others. Balancing work and personal life is key to sustained productivity and happiness. We are here to shape a healthier future for all, and that journey begins with ourselves.
    

How do you maintain your health and well-being?

I always aim to sneak some sort of movement into my day—a nice stroll, perhaps a yoga routine, or simply something that gets me out of my chair and gives my muscles a good stretch. I believe it's crucial to keep the body active! Also, I make it a point to regularly connect with my healthcare providers. By establishing a health baseline, I find it easier to pick up on any little changes which might signal that something's not quite right. It's all part of my recipe for staying at the top of my game!
 

Tell us about any interests and community involvement.

I love to read, I love the beach, but most of all I love being with my family! I have served as the team manager for my older son’s soccer team for many years.