At MedOne, we take our Core Values very seriously. They shape everything we do from the tone in which we answer calls to the structure of our pricing model.
Each year, we revisit the values to evaluate how we’re doing as a company as we grow and evolve. They are the foundation of MedOne’s company culture after all. So we evaluate: Are they an accurate representation of the culture we want to build here at MedOne? Are these the values our employees exemplify day in and day out? (We hope so!) Is there anything missing? Have we changed or developed in a way that would justify an edit to the MedOne Core Values?
This year, we did just that. Our seventh Core Value underwent some workshopping. 2024 brought forth quite a bit of change in terms of product offerings and key capabilities. Therefore, we saw the need to refresh the final Core Value to reflect our innovative mindset.
Introducing the 2025 MedOne Core Values:
Prioritize your well-being
This core value is the first core value for a reason. Family and personal well-being is more important than any job or career, and we truly mean that. If your physical body comes to work but your mind is elsewhere, we have an issue. So take care of your mind, body, and soul in whatever way makes sense for you.
What does this look like?
Take time for family events. Take appropriate breaks throughout your day. Use your PTO (Please! It’s there for a reason!). Ask for help if you start to get overwhelmed. Arrange for coverage and communicate when you need time away. Take care of you.
Act as a MedOne team
We can't do it alone. Given the growth of our team over the last 3-5 years, we know this one to be especially true. We need to RAVE (Respect, Appreciate and Value Everyone), focusing on the fact that teamwork can look different from person to person or department to department. The unifying factor: We need each other to succeed.
What does this look like?
Treat everyone with respect. Practice clear, concise, timely communication. Give credit for support, help, or ideas when it’s warranted. Consider the impact of plans and actions across departments (not just your own). Create common strategies that support each other. Get to know your team and let your team get to know you - be open.
Care for members with compassion
Members are at the heart of what we do; they’re why we come to work each day. Members are not numbers. They are people with needs and we are in the fortunate position to help them navigate the wild world of healthcare. We strive to simplify the complicated and do so with empathy and compassion.
What does this look like?
Listen to members with empathy. Go the extra mile. Use language that confirms you understand their situation. Help them like you would a loved one. Work with purpose to resolve their issues. Practice 360 degree communication - If we can't resolve the member's issues immediately, we'll reach out to the provider, pharmacy and circle back with the member on the resolution progress within 24 hours. Don't make it hard for our members.
Strive to exceed client expectations
Prove we are reliable and effective from the get-go. Each interaction should leave our clients educated, satisfied, and happy. We need to earn our role as a key, strategic, and trusted partner to our clients.
What does this look like?
Foster positive and mutually beneficial relationships. It is important to manage expectations in an effort to under-promise and over-deliver. Solve current and future problems - we should work to anticipate, predict and address our client's questions before they pose them. Overperform against minimum contractual guarantees. Educate clients to make sound business decisions. Provide detailed reporting and make proactive recommendations to solve customer problems. Communicate clearly, concisely and accurately. Listen to customer feedback. Be enthusiastic. Be unexpected.
Do the right things for the right reasons
This is at the core of our founding story. Our founder saw things in our industry that he didn’t believe were right. Honesty and integrity drive our decisions. We differentiate ourselves by always explaining the "why" behind our actions in an industry where it is difficult to get a straight answer. While we need to make money, profit is not our only motivator. Overall, the focus of this Core Value is to just be a good human. This is the #1 thing we hire for. We can teach the ins and outs of PBM, what a PA is, and how to run a report. But we can’t teach you how to be a good person; that’s on you. And we expect that from each and every one of our employees (as well as our vendors and partners).
What does this look like?
Take the right path, not the easy one in our daily interactions with the team, clients, and members. Be transparent and upfront. The toughest conversations are where we see growth and trust start to build. Overall, just be a good human.
Bring your best
We are professionals and we need to bring our A-game to work. Continued focus on process and procedure will help us reach our goals with relatively few pain points. Mistakes will happen. When they do, we will seek out the process failure rather than someone to blame with the goal of preventing the problem from recurring. We will hold each other accountable to the process or procedure. Showing up better today than yesterday.
What does this look like?
Show up on time. Come prepared to meetings. Plan ahead. Don't give bad / inaccurate information. If you need to confirm and follow-up, confirm the information and follow-through on the follow-up. Be true to your word. Be clear about who is responsible for what. Be personally accountable. Ask what (happened/where breakdown was) not who.
Create & embrace positive change
This seventh and final Core Value underwent some workshopping this year. Previously, we rounded out the list with “Challenge the status quo” which is a great value to live by and still something we expect of our employees. The edit taking effect in 2025 extrapolates on this idea and prioritizes what happens after the “challenge.” What are we doing about the identified need for change? It must be acted upon; we need to both create AND embrace change in a positive manner in order to move forward.
After all, there are only two options: make progress or make excuses. During onboarding, we ask each employee to “poke holes” in our processes. Ask why we do things the way that we do. Don’t be shy! This innovative mindset is where we see true growth and advancement. Our employees can take pride in the fact that by creating and embracing positive change, they are actively contributing to improving the MedOne experience.
What does this look like?
Ask WHY. And then ask it again. And maybe a third time. Drill down to get to the bottom of faulty functions or processes. Don't conform, offer your perspective. Work to eliminate redundancies or unnecessary steps (ie: Work smarter, not harder). Be innovative and stretch yourself. Don't rest on your laurels. Do better than you did yesterday. Measure and celebrate improvements.
Most companies have a set of core values. They’re often displayed on website or hung in lobbies, but how often are they practiced? Or even discussed? We challenge you to talk about them. Evaluate them. Expect them. From every employee at your organization.