HRO Today July/August 2017 - 12

Cover Story
What Gets
Recognized
Gets
Repeated
Horizon achieves desired behaviors and outcomes through
a values-based, social recognition program.
By Debbie Bolla
Ask Marie Crea, director of HR for Horizon Blue Cross
Blue Shield of New Jersey, how she would describe the
organization, and she would tell you that it's employeecentric.
The healthcare insurance provider is in the
business of ensuring quality service for its members,
and that level of service is literally in the hands of its
employees. So when engagement scores fell a hair
under benchmark level in 2013, Crea knew it was time
for HR to step it up and roll out a modernized, sociallydriven
recognition program with the same name.
Employee recognition has been a part of Horizon Blue
Cross Blue Shield of New Jersey's core strategy during
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HRO TODAY MAGAZINE
| JULY/AUGUST 2017
the entirety of Crea's 12-year tenure at the company.
" What we need to accomplish as an organization is a
challenge, and we know we have to do that through our
employees, " she says. Employee recognition is one lever
that is used to accomplish company goals.
The original approach was dispersed, with each division
managing and delivering it by their own accord. A
manual program, " Step It Up " was driven by managers
distributing hand-written thank you notes, accompanied
by gift cards, at company meetings. Although this
approach was more consistent and aligned to the core
of recognition, it still lacked a connection to company

HRO Today July/August 2017

Table of Contents for the Digital Edition of HRO Today July/August 2017

HRO Today July/August 2017 - 1
HRO Today July/August 2017 - 2
HRO Today July/August 2017 - 3
HRO Today July/August 2017 - 4
HRO Today July/August 2017 - 5
HRO Today July/August 2017 - 6
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HRO Today July/August 2017 - 12
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