“I am honored to be recognized as one of this year’s Women of Achievement. This past year and a half has been challenging for us all, and I’m proud to contribute to and make a difference in the overall health of our state, alongside many of my Blue Cross Blue Shield of Arizona colleagues.”
As the chief operating officer for Blue Cross Blue Shield of Arizona, Paige Rothermel oversees business performance and customer experience for the Individual, Medicare & Federal Employees, Commercial, and the newest BCBSAZ segment, Medicaid. Since her arrival in 2018, BCBSAZ has seen 11% organic membership growth while delivering consistent financial performance. Rothermel is responsible for igniting new business opportunities while transforming the customer experience to keep pace with customer and consumer expectations. With a keen understanding that, as consumers, we have high expectations for healthcare, Rothermel is driving a business strategy focused on personalized healthcare that is easy to access and understand.
Rothermel is committed to employee development and has modeled a leadership style that encourages communication, engagement and collaboration and has increased employee job satisfaction. In her unwavering commitment to serve our customers and our Arizona community, Rothermel is helping to drive the company’s mission to inspire health and make access to healthcare easy and affordable. With her people-centered focus as the cornerstone of both planning and action, Rothermel remains focused on creating products and processes that meet customers and the community where and when they need care. Her commitment to people both internally and externally is visible in many ways across the BCBSAZ organization. Rothermel introduced the current business segment structure, which organizes people and expertise around how customers interface with BCBSAZ. Understanding that individuals and business groups need different services and therefore different resources, Rothermel worked with segment leaders to create a customer needs-based culture. With this goal in mind, BCBSAZ employees work toward customer-specific objectives and customers receive a more personalized customer experience through the products and services BCBSAZ offers. This personalized service, bringing both service and clinical services together, is modeled in a Customer Advocacy approach that Rothermel introduced recently to BCBSAZ.
Continuing to build on her established reputation as a change driver and strong customer relationship builder, Rothermel is an industry leader, delivering on her promise to develop and implement innovative solutions that are driving growth, account retention and financial performance. Her commitment to people extends into her family and community engagement. Balancing her leadership role with quality time with her family and committing time to serve the community has always been a priority. In addition to her role as chief operating officer, Rothermel chairs the subsidiary board for Blue Advantage, BCBSAZ’s Medicare subsidiary, and Health Choice of Arizona, BCBSAZ’s Medicaid subsidiary. She also serves on the board of directors of Trinnovate Ventures, a BCBSAZ healthcare venture capital firm; is an incoming board member of the American Heart Association; and actively supports many charitable organizations.
Organization Name: Blue Cross Blue Shield of Arizona
Main Office Address: 8220 N. 23rd Avenue, Phoenix, Arizona
Phone: (602) 864-4400