Pam Kehaly, President and Chief Executive Officer at AZ Blue, was interviewed by InBusiness Magazine. Read about how AZ Blue is working to shape a better future for healthcare in Arizona.

What most notably stands out about your organization as an innovation, opportunity or service that improves or better delivers healthcare to Arizonans?

Gallup reports that the percentage of Americans rating healthcare quality as excellent or good has dropped from 53% in 2015, to an all-time low of 44% in 2024. During that same period, according to the Centers for Medicare and Medicaid Services, medical expenditures in the United States have increased 53%, leaving healthcare customers paying more for less.

Arizonans deserve a health system that delivers more health for less money. That’s why AZ Blue is moving into care delivery with nine Prosano Health Advanced Primary Care Center locations. The 2024 results speak for themselves – Prosano members visit the ER 28% less frequently and are admitted to the hospital 15% less often than our non-Prosano commercial members. Cost savings translates to $130 per member per month and, on top of that, patients who receive care at Prosano Health give our providers a 95% net promoter score. Designing health solutions that simplify access to care, reduce administrative burdens, and protect members from excessive costs is no small task, yet the health of our neighbors, families, and people we love is at stake.

At AZ Blue, we are speeding up access to care. When members face a health scare or life-altering diagnosis, they need help getting answers and care faster. AZ Blue’s clinical rapid response team helps members navigate complexities, expedite pre-authorizations for diagnostic testing, and accelerate access to care. Members can reach out 24/7 for personalized help at rapidresponse@azblue.com.

We are making it easier for providers to care for members. Most medical providers practice within medical standards of care backed by research and science. Those providers do not need an insurance company to double check their work. We have developed a “Gold Card” program for physicians whose requests are frequently approved and have demonstrated care excellence. Providers who meet these criteria are given a “pass” on most prior authorization requirements.

Tell us about your known style of leadership or philosophy on being a strong leader for your organization. Tell us about a specific program, leadership policy or practice that has directly benefited healthcare outcomes in Arizona.

In my experience, leadership in the healthcare space begins with listening, understanding, and compassion. Helping support and pay for care for two million members, while managing inside a dynamic environment, with thousands of details and nuances, we have made the conscious choice to be a health solutions company with heart. It keeps our focus in the right place.

That focus reinforces how we define success. Our goals are directly tied to lifting community health through a performance model – when we elevate community health, every employee shares in that achievement through our incentive structure. This model reinforces a culture of accountability, engagement, and purpose-driven leadership, attracting professionals who are empathetic, committed, and invested in making a difference.

What do you feel a healthy Arizona workforce and families can mean for Arizona’s growth?

Arizona is a special place and has evolved into a hub of opportunity, where businesses across diverse sectors drive success and economic growth. The backbone of this progress is the committed workforce that forms the foundation of these organizations.

We know that a strong workforce fuels productivity and economic growth. By investing in employee well-being, we help families stay healthy and support businesses in attracting and retaining talent. AZ Blue has consistently been recognized as a top employer nationally and locally because of our commitment to supporting our workforce. We encourage volunteerism, with our employees volunteering more than 13,000 hours in 2024 alone, and offer unique programs like Infants at Work that allows parents to bring their baby to work until six months old.

We’ve long recognized that when families and businesses are healthy, Arizona thrives – and we continue building on that foundation.

What is on the horizon for your organization? (Tell us what is new for your organization that will impact our business community.)

At AZ Blue, we wake up and make a difference every day for Arizona. Our leadership team is committed to bringing smart thinking and health solutions to the healthcare table.

Affordability: We aim to ensure that our members, and all Arizonans, get the most amount of health for every dollar spent on care. We are tackling affordability from all angles – investing in solutions, working with policymakers, prioritizing preventive care, and working with partners to remove financial barriers and make care easier.

Convenience: We are simplifying healthcare access by eliminating unnecessary processes. In the last few months alone, we removed hundreds of prior authorization requirements, speeding up care for 25,000 treatments. We continue to enhance digital tools, making it easier for members to find care, access services, and get timely approvals.

Personalized: We are making healthcare more personal and accessible. Members can get faster support, whether navigating a health scare, managing ongoing care, or needing one-on-one guidance. With tailored resources and dedicated assistance, we help members get the care they need, when they need it.

While progress is being made, we know there is more to accomplish. To our current and future members, employers, brokers, and the provider community, this is our moment to do more. You have our commitment that the AZ Blue team is stepping up and stepping in to be part of the solution.

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