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Maria found herself experiencing depression and longing for a purpose in life. Her home was missing the family bustle, boundless energy and joyful sounds from years past. “I would cry and cry there,” said Maria, 92, in Spanish about her modest, but empty, longtime San Bernardino home. As if an answer to her prayers, Inland Empire Health Plan (IEHP) opened their San Bernardino Community Resource Center in 2015 — just steps away from Maria’s too-quiet space. “Thank God they put this center here,” expressed Maria. “I said to myself, ‘Oh, they couldn’t have put it in a better location. I’ve got to go, I can go walking, I don’t need someone to take me.’ It was practically at my front door.” IEHP’S WHY So, every day for the last seven years, Maria puts on her workout attire – complete with a spiffy pair of Skechers sneakers – and takes the short stroll from her house to the Community Resource Center, where she’s become a “crowd favorite” of sorts. “Maria is definitely a beautiful example of IEHP’s core value of placing our members at the center of our universe,” said Cesar Armendariz, IEHP’s senior director of community health.   Fully embracing the center’s wide-ranging offerings – all free of charge to anyone in the Inland Empire – Maria has taken a variety of fitness classes including Zumba®, aerobic boxing, Latin dance and yoga. She’s also spent time in health education classes, learning about asthma, diabetes and nutrition.  The staff at IEHP’s San Bernardino Community Resource Center look to Maria as their inspiration and motivation of their “why.” “She fully embodies the reason we provide these services,” said Armendariz. “Knowing we provided connection and heartfelt space for Maria to enjoy her golden years, instead of suffering through them alone in a spiral of isolation, fuels our own purpose. This is what healing and inspiring the human spirit looks like!” As an added bonus, Maria brings smiles to everyone she encounters, always engaging with IEHP team members and fellow community residents.  “Eventually, she was very involved with whoever walked through the door,” said IEHP San Bernardino Community Resource Center Team Member Marjorie Chavez. “It’s been amazing to see how everyone welcomes Maria and how she embraces everyone who walks through the center.” PLACE & PURPOSE To watch Maria stepping, turning and moving to the spicy sounds of the latest Zumba® routine – never missing a beat – you’d never know she’s 92. To witness Maria’s current-day, happy interactions with other people at the center, you’d also never know about the sadness that once filled her heart. For Maria, the emptiness she felt before IEHP entered her life is gone – and so are the tears. She now knows IEHP’s San Bernardino Community Resource Center is the place and the purpose she craved all along. “My whole life has changed here. I feel renewed,” said Maria, then adding an encouraging invitation to other San Bernardino residents. “Come to the center, because there’s help here for everyone – for our bodies and our minds.”  Click here to learn more about IEHP’s three Community Resource Centers. 

in Inland Empire Health Plan (IEHP) Community Resource Centers this month for free readings and conversations about breast cancer awareness, including the importance of screenings. Bonus: The first 100 session attendees will receive a free signed copy of Franklin’s book! “If I can help just one woman, or one man, understand that even though a breast cancer diagnosis is scary, it doesn't have to be a life sentence nor equal death,” shared Franklin. “It is, however, a lifelong journey that one does not take alone, but with a village of survivors.” Franklin will be visiting the health plan’s community resource centers at the following dates and times:  Saturday, Oct. 8, from 10-11:30 a.m. at IEHP’s Riverside Center, 3590 Tyler St., Suite 101, Riverside, CA 92503 Saturday, Oct. 15, from 10-11:30 a.m. at IEHP’s Victorville Center, 12353 Mariposa Road, Suites C-2 & C-3, Victorville, CA 92395 Saturday, Oct. 22, from 10-11:30 a.m. at IEHP’s San Bernardino Center, 805 W. Second St., Suite C, San Bernardino, CA 92410 “Mammograms and breast exams save lives,” added Franklin. “Women should educate themselves thoroughly about their bodies and medical history and should never be afraid to ask questions during doctor’s visits or get a second opinion. Early detection and knowledge are key.” In addition to Franklin’s visit, IEHP Community Resource Centers will also host breast and cervical health classes, food demonstrations, and provide pink T-shirts and ribbons (while supplies last) for visitors to support or commemorate loved ones in the fight against breast cancer. “Laura’s story is an honest account of her vulnerability and how she found hope in her faith through her breast cancer journey,” said IEHP Community Resource Center Manager Maria Gallegos. “We are so excited to have Laura share her story with our communities and inspire women in our community to engage in their own wellness.” Registration for Franklin’s book reading and talk is not required and community resource center events are always free and open to the public. Additional information about the centers and their class offerings is available on IEHP’s Facebook page.  “Our community resource centers serve as a wellness hub for all who visit us,” said IEHP Community Resource Center Manager Delia Orosco. “We’re thrilled to welcome Laura to our centers and connect her to our members and communities to inspire even more health and wellness.”  

h Diversity Awareness and National Disability Employment Awareness Month. SNC is a mobile coffee shop in Ontario, California, that provides work opportunities to adults with intellectual and developmental disabilities. Nearly 95% of the staff at SNC identify as persons with disabilities. “This is the first time IEHP has partnered with SNC, but it will not be the last,” said Marisol Pilotin, IEHP Community Health Representative. “Every October, our Independent Living and Diversity Services teams organize informational workshops and trainings for our Team Members that highlight the importance of equity and inclusion. SNC is an incredible model of that, and the positive impacts on both their extraordinary employees and the community are undeniable.” The partnership includes the purchase and distribution of SNC coffee vouchers for IEHP Team Members (employees) who participate in various trainings and events throughout the month. Employees from SNC will also join the health plan as guest speakers at a virtual workshop titled, Social Inclusion for People with Disabilities. "Partnering with IEHP during Diversity Awareness Month helps us fulfill our mission of raising awareness and empowering individuals with special needs and/or mental illnesses,” said Mia Humphreys, SNC Administrative Director. “Special Needz Coffee and IEHP share the common goal of promoting acceptance of everyone's differences, whether they are based on racial, cultural, religious, or political beliefs, and, most importantly, their mental or physical abilities. We are both working toward providing individuals with special needs an equal opportunity to work at organizations that promote diversity and inclusivity.” SNC’s mobile coffee shop sets up in Ontario at 2920 Inland Empire Blvd. Suite 108 (in the parking lot near the freeway). The shop is open to the public from 7:30 a.m. to 3:30 p.m. Monday through Friday, and from 9 a.m. to 1 p.m. on Saturday. “We’re really looking forward to continuing our partnership with SNC beyond this month’s celebration,” said Jose Solorzano, IEHP Community Health Representative. “Diversity should be celebrated every day, and we really appreciate that SNC reminds adults with disabilities that, through challenges and differences, they are able to make a positive impact in this world.” To learn more about SNC, visit specialneedzcoffee.com.

articipated in Chaffey College’s Center for Culture and Social Justice Panel titled, “Celebrating Women in Healthcare Leadership,” which educated students of the current roles and contributions made to healthcare by women in the Inland Empire. The panel, conducted over Zoom, included several IEHP leaders, including Susie White, Chief Operating Officer; Dr. Priya Batra, Senior Medical Director for Family and Community Health; Shelly LaMaster, Director of Integrated Care; and Anna Wang, General Counsel.  “The event was wonderful and hearing from IEHP’s women leaders was impactful for all who attended,” said Dr. Leticia Romo, Chaffey College’s Director of Student Equity and Engagement. “We had the opportunity to hear real and authentic stories, wisdom, and encouragement.  Our students learned about mentorship, management responsibilities, leadership development, and overcoming imposter syndrome.  We definitely look forward to connecting with the IEHP leaders in the future.” The panel also provided students with stories about their own educational journey and career background and offered advice for future healthcare leaders. “Our work as a community-based health plan goes well beyond traditional health services,” said White. “It also includes making sure the next generation of leaders are equipped with the necessary support, tools and information to make even greater contributions to the healthcare space in the future.” In 2020, the health plan launched a Healthcare Scholarship Fund, partnering with Loma Linda University Medical School, University of California Riverside, and California University of Science and Medicine, to help remove the barrier of debt for local medical students and develop a growing workforce for healthcare professionals to care for the Inland Empire’s growing Medi-Cal population. In addition, amid the pandemic, IEHP provided internships to local public health students at Claremont Graduate University and Western University of Health Sciences to assist in developing program curricula at the plan’s Community Resource Centers.   “Sharing knowledge and guidance with Inland Empire learners just entering the health care workforce is another way we can positively impact health and wellness,” said Dr. Priya Batra, IEHP’s Senior Medical Director for Family and Community Health. “Supporting the advancement of diverse health care professionals will help us achieve vibrant health in our region.”  

from Point A to Point B. For many Inland Empire Health Plan (IEHP) members, lack of transportation may prevent them from receiving essential services. To improve members’ experience, IEHP’s Transportation Services department has added a fleet of newly branded vehicles through a recently launched vendor partnership with Call the Car, a Pasadena-based, non-emergency medical transportation company. “IEHP’s top priority is ensuring our members have access to quality health care – which means removing barriers to access whenever and wherever we can,” said Jarrod McNaughton, IEHP’s chief executive officer. “We are proud to offer transportation services 24/7 so our members never have to worry about missing their doctor appointments or treatments.” Transportation is a covered Medi-Cal benefit, with services available for medical, dental, mental health or substance use disorder appointments, and to pick up prescriptions and medical supplies. There are two types of transportation available: Nonemergency medical transportation – or NEMT – and nonmedical transportation (NMT). NEMT is transportation by ambulance, wheelchair van or little van for those who cannot use public or private transportation, while NMT consists of transportation by private or public vehicle for those with no other way to get to-and-from their appointments. IEHP’s Transportation Services is comprised of 90 team members covering 27,000 square miles in both Riverside and San Bernardino counties. For context, that’s an area larger than 11 states in our nation. Each year, the team handles 1 million trips – the equivalent of 4,000 to 5,000 trips a day. In response to member dissatisfaction over its transportation services, the department launched a task force in May 2022 to improve the member experience. Since the launch of this task force, IEHP has:  Reduced grievances by 48% Stabilized its call center to meet service levels Implemented robust daily, weekly and monthly reporting methods Call the Car provides services without limits from health care transportation to case management coordination and community-based partnerships. Its team of professionals are trained to ensure patient safety, and vehicles are housed with technologies to better serve driver and patient, including state-of-the-art GPS tracking, ADA accessibilities and AI technology that can detect accidents and if a driver needs a break. Vehicles can accommodate wheelchair and gurney needs, and drivers are trained to adapt to what every trip and passenger needs. Call the Car Chief Financial Officer Paul Muench endorsed the partnership between the two entities as a great fit. “The mission that IEHP works with is very similar to the mission that we are focused on, and we see it as a great opportunity to fill the need for members who have trouble accessing health care and we know a big part of that is transportation,” he said. Dr. Michelle Tyson, the organization’s chief executive officer, agreed. “Transportation is an integral part of ensuring that those who need it most have access to quality health care services,” she said. “Call the Car is excited to partner with Inland Empire Health Plan and wants to express our gratitude to the IEHP team for allowing us to continue our mission of providing reliable and safe transportation services to their members within the Inland Empire.  “Our CTC staff diligently work to ensure that all members are treated compassionately and are provided with the best possible resources to maintain crucial access to their IEHP health benefits, and we look forward to our continued collaboration with IEHP and their members for years to come,” she continued. Both organizations plan to evolve their services in an ever-changing world of health care moving forward. For IEHP, next steps include: Improving vendor oversight and partnerships within the community Evaluating dispatch software and systems to ensure efficient practices and efficient status updates to members Understanding root causes of issues and reducing transportation-related grievances by 20% by the end of 2023

tian Gutierrez (pronounced “IX-tian,” like Christian) has joined the health plan's governing board and will serve alongside the dedicated members who represent both Riverside and San Bernardino counties.  On Jan. 10, Supervisor Gutierrez was appointed to the IEHP Governing Board; he was elected to the Riverside County Board of Supervisors in November 2022. He is the second Latino ever elected supervisor for Riverside County. Prior to this appointment, Gutierrez served as the first directly elected Moreno Valley Mayor for seven years and was a professor at National University, served on Moreno Valley’s City Council, owned and operated the Berrybean Café, taught in the Moreno Valley Unified School District, and worked as a reading instructor at Moreno Valley College. In addition to his supervisor duties, Gutierrez is a professor at California State University, San Bernardino, and serves as a board member for Western Riverside Council of Governments (WRCOG), Riverside Transit Agency, Riverside County Transportation Commission, Riverside County University Medical System, Flood Control, Renu Hope Foundation, the U.S. Selective Service and several other regional boards. He is also a 1st Lieutenant (CA) with the 163rd Support Group stationed at March Air Reserve Base. “On behalf of the IEHP Governing Board, I welcome fellow Riverside County Supervisor Yxstian Gutierrez to the Board and look forward to his input on providing quality healthcare to our Members,” said Karen Spiegel, Riverside County Second District Supervisor and IEHP Governing Board Chair. Representing the 10th largest county in the United States with more than 2.5 million residents, Supervisor Gutierrez is dedicated to improving and protecting the things that make Riverside County so unique.  “I am thrilled to join the IEHP Governing Board of Directors and honored to be a part of an inspiring group of Board Members and more than 3,000 employees - all with a singular vision to heal and inspire the human spirit to make the Inland Empire a healthier place for all,” said Supervisor Gutierrez. “Within this role, I look forward to ensuring IEHP continues to provide access to quality and affordable health coverage to our working families across the region.” Gutierrez joins the health plan's governing board, which is comprised of four elected county supervisors and three appointed members of the public. Current members include: Chair Karen Spiegel, Riverside County Second District Supervisor; Vice-Chair Curt Hagman, San Bernardino County Fourth District Supervisor; Dawn Rowe, Chair of the San Bernardino County Board of Supervisors and Third District Supervisor; Daniel P. Anderson, President and CEO of Riverside Community Health Foundation; Andrew Williams, Joint County Public Member; and Eileen Zorn, former health care clinician and educator. Since the establishment of IEHP's Governing Board, the body has greatly supported and influenced the development and implementation of CalAIM, the Housing Initiative, Behavioral Health Integration and more. "We are very excited to welcome Supervisor Gutierrez to our Governing Board and look forward to his insight in our ongoing commitment to meet our members where they are to provide Optimal Care and Vibrant Health," said Jarrod McNaughton, IEHP Chief Executive Officer.  

re’s first cross-county and cross-sector Community Health Assessment (CHA) this year. The assessment will shed light on the region’s most pressing health and social needs: mental health, homelessness, health equity and more.   Using a collaborative approach, IEHP is convening network hospitals, county public health departments, academic institutions, and community-based organizations to better coordinate ongoing regional health assessment efforts. The health plan will also provide sponsorship and recourses to ensure the collaborative assessment meets the needs of partners.  Historically, CHAs have paved the way for broad-based policy and system changes to promote community health. “The initiative will better align current Member and community assessments, including those conducted by our public health and hospital partners,” said Dr. Priya Batra, IEHP’s Senior Medical Director for Family and Community Health. “Working together, we can identify gaps and efforts needed to contribute to and move the region forward on a shared pathway towards vibrant health.” IEHP’s collaborative Community Health Assessment is currently underway and is expected to be completed in late 2022. “As a community-based health plan, it is our duty to connect Members to the care they need, as well as connect our partners to needed resources, all to ensure our Members and communities have the opportunity to improve their health and well-being,” said Dr. Takashi Wada. “We look forward to collaborating with stakeholders in our region to identify the most significant priorities for our communities.”

and support community health workers (CHWs) in the Inland Empire (I.E.).  The pilot program is aimed at reducing barriers to health care services in marginalized and underserved areas and encouraging diversity, equity and inclusion (DEI). In the initial stage of the program’s two-tiered approach, the health plan will professionally train a new community health workforce in an intensive nine-week program. Program curriculum encompasses CHW training provided by Loma Linda San Manuel Gateway College’s Certificated Community Health Worker Training Program and various IEHP Health Navigator courses. Continuous training opportunities will also be offered to ensure CHWs remain equipped with needed resources. The workforce will be staffed in partnership with community agencies and their employees who may be interested in a career advancement opportunity. These agencies include Young Visionaries (High Desert), Michelle’s Place (Temecula Valley), Asian American Resource Center (San Bernardino), LGBTQ Center (Palm Springs), and the Sahaba Initiative (San Bernardino). Internally, IEHP’s Community Health Managers Delia Orosco, Maria Gallegos and Carmen Ramirez are actively collaborating to support the needs of the program. “To truly encourage DEI in the I.E., each organization is focused on understanding and meeting the needs of a specific population. By working together to share knowledge and resources, we can better meet those needs and enhance wellness throughout the region,” said Orosco. DEI continues to be the focus of program’s second tier. This includes IEHP’s work to lead external CHW assignments that empower residents by teaching them how to utilize health care benefits, helping them navigate benefit services, and increasing their ability to advocate for themselves in their community. “Our hope is that we can collectively improve regional health outcomes by supporting communities that have been historically underserved and marginalized with resources and culturally relevant supports,” said Dr. Gabriel Uribe, IEHP’s Director of Community Health. “Health literacy is essential to DEI work, and no one should suffer because they are not aware of available services. This community health workforce will fill in those gaps and serve as a step forward in our effort to advance diversity, equity and inclusion in the Inland Empire.” The pilot program will run until September 2022, with the goal of expansion soon thereafter.

al services are to our well-being in this modern world. More than a dozen Inland Empire residents are now connected to the internet at discounted rates, thanks to Get Connected California! and the Affordable Connectivity Program (ACP) events recently held at Inland Empire Health Plan’s (IEHP) Riverside and San Bernardino Community Resource Centers.     The Affordable Connectivity Program is a Federal Communications Commission (FCC) benefit to help ensure households can afford internet services they need for work, school, health care and more.  The benefit provides up to $30 per month toward internet access and offers discounts on laptops, desktop computers or tablets for eligible households.     To participate, eligible households must be enrolled in Medi-Cal or other government assistance programs like CalFresh, Lifeline or Supplemental Security Income. In addition, households must have four people with an annual income of less than $53,000.    “The internet is so much more than connectivity, it’s a tool that can move entire communities forward,” said IEHP Community Resource Center Manager Maria Gallegos. “We’re so proud of this partnership and look forward to doing all we can to inspire future events like these.”   To learn more about the FCC’s Affordable Connectivity Program and to apply, visit affordableconnectivity.gov.    

le with disabilities in the Inland Empire (I.E.). After applying and participating in the California Department of Health Care Services Physical Accessibility Review Survey (PARS), providers were selected by Inland Empire Health Plan (IEHP) and scheduled for table distribution by the fall. Receiving clinic locations include: Palm Desert, Corona, Hemet, Pomona, Rancho Cucamonga, and Indio with clinic types ranging from Adult Day Care Centers, OB/GYN clinics to Urgent Care Centers.  Studies indicate fewer than 10% of Primary Care Clinics in California reported having accessible exam tables, despite one in seven adults having a disability. “Being able to comfortably visit and be examined by your physician is critical to receiving optimal and complete care,” said Carmen Ramirez, IEHP’s disability program manager. “These exam tables provide patients with mobility challenges an opportunity to connect with their physician—with dignity.” The UpScale accessible exam tables, created by Medical Accessibility LLC, are ADA Compliant and ergonomically designed to enable a full-body exam with both height and weight measurements, important in-office visit elements that are often difficult for persons with disabilities.  “As an Internal Medicine-based clinic, our providers see some of the sickest patients with co-morbidities that challenge many of them in their fullest potential and quality of life,” said Denise E. Grant, ARMC Clinic Operations Supervisor. “Having an accessible exam table in our practice will allow us to better serve our patients who are challenged with obesity, are a fall risk, and/or have conditions that prevent them from standing on a regular scale. It would allow us to provide accessibility that enhances not only quality of care impacting the health of our patients but also contributing to our care team’s ability to collect key population health metrics.” To further support health equity and the need for accessible, comprehensive exams for residents with disabilities, IEHP also plans to provide comprehensive feedback based on each provider’s PARS response and conduct Culture Competency Trainings for providers who receive accessible exam tables.  The health plan will conduct accessible table distributions annually to increase the number of I.E. clinics that can offer accessible exams, increase access for residents with disabilities, and increase opportunities for better health outcomes. “Everyone is entitled to a safe and comprehensive medical exam,” said Dr. Takashi Wada, IEHP interim chief medical officer. “These exam tables and the pledge to continue this effort make that a reality for so many in our communities.  They also serve as an active reminder of the importance of health care equity and meeting our neighbors where they are to deliver optimal and vibrant care that benefits them as individuals.”  

forces this season to bring health and wellness resources, including COVID-19 education and vaccine information, to the campus community and broader audiences. Utilizing a multi-channel approach, the organizations will serve as an access point to timely and accurate health information for students, staff and the community during the ongoing pandemic. “We are excited to welcome IEHP as a partner to help us continue our mission of preparing our student-athletes for opportunities in life through sport,” said Wesley Mallette, Director of Intercollegiate Athletics. “In partnership with IEHP, we hope to educate and inform all Highlanders about the amazing resources IEHP provides and their positive impact on lives.” As a corporate sponsor, IEHP will be cheering for UCR’s basketball, baseball and softball home games, and will be sponsoring a basketball game on February 17, celebrating Black History Month. At this event, Michael Deering, IEHP’s Vice President of Innovation, Acceleration and Diversity, will be announcing the UCR Highlanders’ starting lineup. Also featured in the partnership is the health plan’s collaborative work with UCR’s Center for Healthy Communities and School of Medicine and will be aired on videoboard screens before games—appearing on ESPN+ when Highlander games are televised. “UCR’s commitment to public health is incredibly evident in all they do,” said Jarrod McNaughton, IEHP’s Chief Executive Officer. “We’re grateful to partner with them on multiple levels and look forward to sharing resources and accurate COVID-19 information so we can put our best foot forward in living healthy lives and defeating this virus, together.” For upcoming UCR game schedules and events, visit gohighlanders.com.

rence on May 6. Held at its company headquarters in Rancho Cucamonga, the conference featured educational and networking opportunities and a keynote presentation from New York Times best-selling author and Reality-Based Leadership CEO Cy Wakeman.  The Mission Conference was first held in 2019 but took a hiatus during the COVID-19 pandemic. “The gatherings may have been paused, but the work certainly was not,” said IEHP CEO Jarrod McNaughton. “It was important for us as health care leaders to come back together to reflect on the challenges and successes of the past two years, strengthen our connections, claim our collective courage, and find opportunities to better meet the needs of those we serve in the Inland Empire.” Like the inaugural event, this year’s conference brought together health care CEOs, hospital board members and other industry leaders from across the state to share in collectively preparing for the future in a post-pandemic world.  This year’s event also honored the very first recipients of IEHP’s Living the Mission INSPIRE Award, which honors providers, community organizations and partners for their commitment to the health plan’s mission to “heal and inspire the human spirit.” This year awards recognized Community Action Partnership of San Bernardino County for their dedication to eliminating effects of poverty and SAC Health System for its tireless support and service to residents in both Riverside and San Bernardino counties. Sharing her insight on what the pandemic can teach us about post-traumatic growth, Wakeman highlighted how experiences of the past year can be leveraged to build sustainable resilience and reduce burnout and exhaustion. “If you’re in health care, you need to do two things. You need to love people up and call people up. Remind people that what we do here is sacred,” Wakeman shared with conference attendees.  “What makes the IEHP Mission Conference unique is its ability to celebrate courage and truly inspire the future of health and wellness in the Inland Empire,” said IEHP Governing Board Chair and San Bernardino County Third District Supervisor Dawn Rowe. “Putting all of that under one roof cultivates a type of collaboration that will sculpt and define Inland Empire Public Health Systems for generations.” To learn more about how IEHP is charting a collaborative path forward, visit iehp.org or follow IEHP on social media.   

rents of Members to feel confident in advocating for themselves, their children, and family members to access the behavioral healthcare they need. The health plan supports more than 7,500 Members who are utilizing behavioral health treatment services for autism spectrum disorder (ASD) and related conditions. Such services may include: applied behavioral analysis, speech therapy, physical therapy, occupational therapy, psychiatry services and more. “Having Autism or being on the spectrum is nothing to be afraid of,” said Heather Waters, IEHP’s Manager of Behavioral Health and Care Management. “As a health plan, we want to take the stigma out of asking or seeking behavioral healthcare and encourage our Members or parents of Members to trust their gut and ask for support as soon as they spot any signs or symptoms of possible developmental delays.” Waters shared that early treatment and recognition of symptoms, as early as one year of age and before a child enters school, can result in better health outcomes, especially for children. Signs and symptoms vary and can range from obsessive or compulsive behaviors to poor social skills, delayed milestones, and more. IEHP Medi-Cal Members can be referred to services and treatment for ASD symptoms by a Medical Doctor or a Licensed Psychologist. This allows Members under 21 years of age to access critically important behavioral and developmental therapies immediately, while they undergo the autism evaluation process.   IEHP’s Internal Behavioral Health Team helps Members and their families navigate an ASD diagnosis through actively coordinating services and additional resources through partnerships with several provider groups and local agencies across the region. Recently, IEHP collaborated with the Inland Empire Autism Assessment Center of Excellence (AAC) to provide a Member in Indio with a complete Autism Diagnostic Evaluation through telehealth appointments. “Even with care coordination challenges like location and Member condition, the situation wasn’t impossible,” said Waters. “As the Member and their family connected with the AAC, our team checked in regularly to make sure the services were effective and to remind the family and Member that they were not alone in this journey.” To receive an evaluation or additional services, Members are encouraged to call IEHP’s Member Services at 1-800-440-4347 and ask for the Behavioral Health Department.

she might never make. But, with a lot of personal hard work and the help of the "health plan with a heart,” today, she has reason to celebrate that special birthday and so much more. It was just a few years ago that Chanel reached the lowest valley of her life. Pummeled by a series of health challenges, she faced a long list of setbacks, including:  Back and neck injuries, causing a lack of exercise/movement Weight gain to 330 pounds Type 2 diabetes Diverticulitis Fibromyalgia Congestive heart failure Mental health struggles With her health deteriorating, Chanel eventually lost her job. Then, in 2021, she became homeless and had to give up her best friend - a Chihuahua named Pedro. As her health issues compounded and spiraled beyond control, Chanel was in dire need of medical attention. Without a permanent address or health insurance, however, she worried she’d be left out in the cold.  IEHP TO THE RESCUE With the help of IEHP, Chanel was enrolled into Medi-Cal and connected to life-changing services, such as:   Primary care and specialist care Transportation IEHP's 24/7 Nurse Advice Line IEHP representatives reached out to Chanel regularly to ensure she took her medications as prescribed. She was also connected with a support group, counseling and spiritual care. “IEHP social workers saved my life,” Chanel emphasized. “They cared about me – they really did. And that made me not want to disappoint them, too.”  Flash forward two years to today (2023), Chanel has accomplished some amazing feats. She went from: Weighing 330 pounds to 205 pounds. Visiting the Emergency Room 22 times/year to 2 times/year. Walking 0 miles/day to 5-6 miles/day. Best of all, Chanel is off the streets and living in stable housing. In fact, she and Pedro – her furry walking partner – were just reunited in April! WHAT COMES NEXT FOR CHANEL? Mountain climbing! While some people may think of 50 years old as more the middle of life’s path, for Chanel, it’s only the beginning. Her next milestone is to take the beautiful hike up to the top of Riverside’s Mount Rubidoux. She even keeps a photo of the mountain on her phone for motivation, as tangible proof that – like overcoming homelessness, runaway weight gain and life-threatening health issues – she can accomplish anything.  “I’m going to do it,” she said, smiling. “I know I can.”  -To learn how IEHP can help you, visit www.iehp.org or speak with an IEHP Enrollment Advisor at (866) 294-4347, Monday-Friday, 8am-5pm. TTY users should call (800) 720-4347. 

ional ranking for provider satisfaction. Administered in July 2022 to the health plan’s provider network by mail and email through a third party vendor, the annual survey measures provider satisfaction with the services and support received directly from IEHP. The survey included responses from the health plan’s primary care physicians, specialists and behavioral health providers. The survey focused on key drivers of provider satisfaction, including: overall satisfaction with IEHP’s call center service, access to knowledgeable staff, and procedures for obtaining pre-certification/referral/authorization information. “Every response we receive from our providers directly impacts our collaborative and continued work forward,” said Susie White, IEHP’s chief operating officer. “We truly value our providers’ feedback as it help us identify areas to better serve and improve, so they can offer the best care possible with the confidence and support they need.” Consistent with 2021’s survey results, 98.2% of providers shared they would recommend IEHP to other physician practices. Broken down by category, IEHP ranked within the 99th percentile for pharmacy and call center support and saw great improvements in the telehealth category of the survey. In addition to outlining improvements, the survey also highlighted new opportunities for growth. “Like our providers, we never want to stay stagnant in our service quality,” said White. “Together, we’ve identified new areas to focus on, like provider relations and timely access to support, and look forward to implementing new processes, strategies and touchpoints to meet providers where they are.”

ted town of Trona, California, is gearing up for much more than the holidays this year, making way for a healthier future.  With community partners and a team of volunteers, Inland Empire Health Plan (IEHP) met Trona residents in the heart of their community to provide fresh produce, dental services, vaccines and other health resources at a Winter Wonderland event on Dec. 14.  This is not the first, second or even third time IEHP has visited Trona – and it definitely won’t be the last, IEHP’s Senior Community Health Director Cesar Armendariz shared.    Even before officially expanding its coverage to rural areas in January 2022, the health plan has worked closely with Trona residents. In fact, IEHP started regular feedback sessions in 2021 to listen and learn more about the area’s overall needs and care gaps.  Through these engagements, IEHP helped establish bi-weekly fresh produce distributions in the area. Next up: connecting Trona residents to telehealth services and regular wellness programing.  “As the leading health plan serving the Inland Empire, our goal is to help establish access to much needed resources and empower residents to advocate for their own health and well-being,” said Armendariz. “We do that by making connections between providers and communities and helping to create affinity between the two.”  One of these new collaborations to support the Trona community is with Omni Family Health, which will provide residents with telehealth services and pharmacy needs.   “In addition to providing services, vaccines and groceries at our Winter Wonderland event, we really wanted to take the time and teach the community how they can use their IEHP benefits to receive care from partners like Omni Family Health,” said LuAnna Jauregui, IEHP community partnerships manager.   “Health is personal and being physically present to teach, share and guide the development of sustainable wellness in Trona is incredibly important to IEHP and the future of our care system,” added Jauregui.   “To me, IEHP means stability,” said Rene, a Trona Resident and Senior Center volunteer.  “It [IEHP] makes my foundation stronger. It helps me offer things to people that they’ve never heard they could apply for or even come and get. So as far as IEHP goes for me, it brings my stance, my foundation, my feet together in a really strong, thankful way,” added Rene.  To learn more about IEHP, visit iehp.org.  

t’s why the California Department of Healthcare Services (DHCS) initiated a series of Listening Sessions throughout the state, with the most recent event held at the headquarters of Inland Empire Health Plan (IEHP) in Rancho Cucamonga on Jan. 27.  The roundtable discussion focused on how the CalAIM state policy is being implemented in the Inland Empire and outlined improvement opportunities with DHCS Director Michelle Baass, Chief Deputy Director of Health Care Programs Jacey Cooper, Deputy Director Susan Philip, Assistant Director Tracy Arnold, and Health Program Specialist Brian Hansen. “Health is no longer just about a doctor’s office, a hospital or clinic. It’s about public health, behavioral health; things that are really going to influence a person’s life,” said Baass, who acknowledged the need and appreciation for the wide variety of care partners in attendance.  The group of DHCS representatives were met by IEHP leadership and nearly 70 Inland Empire partners including Molina Health Care and Kaiser Permanente to discuss priority issues, best practices and the experience of Medi-Cal programs for beneficiaries in our counties.  “I’m grateful to be sitting at the table, not only with our hospital folks, [but] along with housing and workforce solutions,” said Sayori Baldwin, Riverside County’s assistant executive officer of human services, who shared her team’s experience with child welfare and her colleague’s struggle to maximize and leverage funding for child welfare patients who have complex needs.  This meeting was the second in a larger series supporting DHCS’s ongoing effort to actively meet with and learn from various partners about the state’s Medi-Cal program.  “This discussion was a great opportunity to share details about the work being done, where the gaps lie and how DHCS can help us deliver quality and equitable care to the communities we serve,” said Jarrod McNaughton, IEHP’s chief executive officer. “We appreciated the time and really look forward to continued collaboration and the inspired action to come out of these conversations.” Top row, from left: Brian Hansen, DHCS health program specialist; Michelle Baass, DHCS director; Jacey Cooper, DHCS chief deputy director of health care programs; Jennifer Cruikshank, Riverside University Health System chief executive officer; William Gilbert, Arrowhead Regional Medical Center chief executive officer. Bottom row, from left: Jarrod McNaughton, IEHP chief executive officer; Amanda Flaum, Kaiser Foundation Health Plan, Inc. vice president; Susan Philip, DHCS deputy director; Tracy Arnold, DHCS assistant director.  

ible for full-scope Medi-Cal benefits, regardless of their immigration status. Under California Assembly Bill 133, health plans like Inland Empire Health Plan (IEHP) are now able to provide these adults access to services like preventive healthcare, behavioral health services, vision care and more. In 2019, the state made its first historic move to provide full-scope Medi-Cal services to all California residents 0-26 years old. AB 133 is now the state’s boldest move toward health equity and provides the most inclusive health care policy for low-income persons in the nation. “Everyone deserves access to health and wellness services they can trust,” said Dr. Takashi Wada, IEHP Chief Medical Officer. “We’ve seen the impacts of community health firsthand over the last two years. When more residents have access to coordinated care and preventive services, health and wellness improves, and communities thrive. All communities, regardless of immigration status, deserve the opportunity to achieve vibrant health.”  IEHP understands the fears associated with applying for Medi-Cal as an undocumented resident and is making every effort to connect residents to trusted information, resources and support to aid in making the best decision for them. These efforts include community events, partnerships with legal organizations like TODEC and more.  “IEHP is eager to do all we can to support these older adults so that they may receive the care and benefits they need to live fruitful lives as residents of the Inland Empire,” said Jarrod McNaughton, IEHP Chief Executive Officer. For more information and to enroll into Medi-Cal, residents can call IEHP’s Enrollment Advisors at 1-866-294-4347 (1-800-720-4347 TTY) or visit iehp.org.

ricans, this can be an incredibly stressful time.  Especially for people already struggling, the holiday season can heighten feelings of grief, loneliness and other emotional pain.   Inland Empire Health Plan (IEHP) Clinical Director of Community Behavioral Health Amrita Rai says holidays can elevate emotional highs and lows. “This time of year can add additional stress in our lives, and stress can possibly trigger conditions such as depression and anxiety,” said Rai. “Not everyone experiences the holidays the same; it’s OK to experience your feelings.” Rai offers the following tips for managing potential stress during the holidays: Breathe.  Set realistic expectations. Let yourself say no to new obligations. Set boundaries with others. Reach out for help. In addition, Rai recommends checking in often with those close to you, ensuring they are doing OK, especially when you notice a change in their mood or behavior. “It can be as simple as a text, a phone call or handwritten note,” added Rai. “Reach out and remind someone you love them, and you are there for them.”  If you or someone you love is feeling overwhelmed, Riverside and San Bernardino counties encourage use of the local crisis numbers below for help: RIVERSIDE: 1-800-273-TALK (951) 686-HELP (4357)  1-877-727-4747 and Crisis text line: 741-741. SAN BERNARDINO:  24-Hour Crisis Line: (760) 365-6558 East Valley: (909) 421-9233 West Valley: (909) 458-9628 High Desert: (760) 956-2345 Morongo Basin: (760) 365-6558 San Bernardino: 1-877-727-4747 988 also offers 24/7 access to trained crisis counselors who can help people experiencing mental health-related distress no matter where you live in the United States. For non-emergency support, IEHP Members can also call IEHP Member Services at 1-800-440-IEHP (4347), Monday–Friday, 7 a.m.–7 p.m., and Saturday–Sunday, 8 a.m.–5 p.m. TTY users should call 1-800-718-4347 and ask to speak with the Behavioral Health department.  

at involves fish – are providing access to fresh fruits and vegetables for neighbors facing food insecurity. For the last year, Inland Empire Health Plan (IEHP) has worked closely with community partners to support these gardens, including an inspiring collaboration with Music Changing Lives (MCL) Chief Executive Officer Josiah Bruny, to bring a new community garden to San Bernardino.  Located on the corner of Electric Avenue and North 40th Street in San Bernardino – once one of the largest dumping sites in the city – the land has been transformed into MCL’s Urban Garden. In addition to addressing food insecurity, the garden aims to provide a safe space where neighbors can come together to learn, exercise, eat, explore, relax and have fun. Home to Soulful Sunday events every fourth Sunday of the month, local residents are invited to visit the garden for gardening workshops and various volunteer opportunities, while enjoying music, food and more. Information on Soulful Sunday events can be found on MCL’s Facebook page.  “The best part about this project is that it’s all led by the community,” said Bruny. “Working together, we can bring more love to the region and those who need it most. We look forward to leveling up in our efforts to make the Inland Empire a better place for us all.” In addition to sponsorship, IEHP supports the garden by providing volunteers through the company’s team member Helping Hearts program and Health Education team. Volunteers work alongside program leaders pulling weeds, planting trees, spreading mulch, building garden beds and irrigating crops.  “Through the right partnerships, compassion and drive to heal and inspire the human spirit, these gardens are thriving and bringing a diversity of wellness opportunities to our neighbors,” said IEHP Senior Community Health Director Cesar Armendariz. “We appreciate the love Music Changing Lives has for the Inland Empire and the people who live here and look forward to continuing to plant and harvest more gardens for a healthier community.” The health plan also provided sponsorship to “Jardín Comunitario de la Salud” – Spanish for “Community Garden of Health” – to help support a large aquaponics garden at the Loma Linda University Health SACHS clinic in San Bernardino.  The first of its kind in the Inland Empire, the garden is home to a large quantity of fish that work symbiotically, nourishing garden beds and working to create food that can be harvested and consumed by the community.  Gardens are located in Rancho Cucamonga, Ontario, Jurupa, Perris and San Bernardino. For more information on local community gardens, visit: riversidefoods.org.