Spotlight On: Yesenia Sanchez, Market President for South Florida & Caribbean, Cigna
December 2024 — Invest: sat down with Yesenia Sanchez, market president for Cigna’s South Florida & Caribbean region, to discuss Cigna’s recent innovations and achievements in South Florida, highlighting key trends, such as the integration of AI, virtual care, wellness programs, and the company’s efforts to improve healthcare accessibility, affordability, and personalization for diverse populations.
What were Cigna’s most significant achievements in South Florida over the past 12 months?
Our focus — both locally and nationally — has been on making healthcare easier to access and improving the overall healthcare experience. Healthcare costs have risen significantly in recent years, and what we’re trying to do is make it simpler for our clients to access care tailored to their specific needs.
I’m happy to share that after considerable effort, we’ve made our MyCigna website fully available in Spanish, which caters to the diverse population in South Florida. This is a unique need in the market, and we’re also working on adding translations in Creole and other languages to eliminate any language barriers. Our goal is to ensure that healthcare is accessible in a person’s preferred language to avoid misunderstandings.
We aim to provide reliable service, not just in critical health moments, like managing cancer or severe conditions, but also in everyday healthcare experiences. We want to remove obstacles, such as language barriers, that could make healthcare more complicated. To improve access, we’ve introduced AI-powered tools to answer member questions around the clock, including basic inquiries about co-pays or coverage for therapies. We’ve even integrated features like preferred names and gender pronouns into our systems, which is something we’re particularly proud of. This technology adapts to our market and helps make healthcare more personalized.
What broader trends and challenges have you noticed in healthcare recently, especially with the growing diversity in South Florida?
One major trend we’ve observed is in the pharmacy sector, particularly with the rise of GLP-1 drugs, which are popular for weight management. We’ve introduced programs to ensure that our members use these medications effectively and safely while being mindful of costs.
We’re also witnessing a significant evolution in cancer treatment. The treatments available today, compared to a decade ago, are more advanced, and innovative medications are helping our members manage their conditions more effectively. One of our initiatives, EncircleRX, provides access to weight loss medications but also incorporates behavioral and exercise programs, so members aren’t just given a pill, they receive holistic support for their healthcare journey.
Gene therapy is another area of advancement. There are now gene therapies that can treat conditions like hemophilia with a single injection, though the cost is steep — up to $2 million per treatment. To address this, we’ve introduced a program called Embarc, which allows employers to provide their employees access to these life-saving treatments at an affordable rate, all while keeping costs manageable for the company.
What do you see as the main growth opportunities for Cigna in the South Florida region?
The biggest growth opportunities lie in innovation. In South Florida, we serve a diverse range of generations — from millennials to baby boomers to retirees. Each group has different healthcare needs, and we’re adapting to meet those. For example, we’re offering innovative wellness programs and teaching older generations about the benefits of virtual care.
Initially, we thought virtual care would mainly appeal to younger members, but we’ve been pleasantly surprised by how many seniors, including my own parents, have embraced it. So, our focus will be on continuing to offer programs that bridge these generational gaps while innovating and expanding access to care.
Cigna has launched an e-treatment option through MDLive. Could you comment on the expected impact of that initiative?
We’re very excited about that initiative. Our partnership with MDLive is part of our broader effort to evolve with the changing needs of our members. With the e-treatment option, we’re addressing the issue of healthcare access at odd hours. Instead of waiting to see a provider, members can access care from home, no matter the time. This is especially useful for urgent care needs that occur late at night. We expect a significant increase in usage and believe it will make healthcare more accessible and affordable for our members.
How is Cigna planning to integrate wellness programs and incentives into its products and services?
Wellness isn’t just about exercise; it’s also about what you eat. Our medical directors have worked on an initiative called “Food is Medicine,” which highlights the importance of diet in maintaining overall health and preventing diseases like cancer. We’ve partnered with HelloFresh to provide affordable meal options as part of our wellness programs, and we piloted this initiative with two South Florida clients. It’s had great results, helping members maintain their wellness holistically by addressing both exercise and nutrition.
What are the specific initiatives for health equity and their impact on the community?
One of the key initiatives is the use of heat maps to identify where our clients’ employees live, particularly in food deserts — areas with limited access to healthy food. We work with employers to offer solutions like mobile clinics for annual biometric screenings, ensuring these populations have access to care. It’s surprising, but even in the United States, certain communities lack basic healthcare and nutritional resources, and we’re focused on addressing these gaps.
How is Cigna integrating behavioral health into its offerings?
Behavioral health is embedded in everything we do. We’ve been leaders in this space, expanding our network to include over 72,000 providers, both virtual and in-person. In South Florida, we’ve focused on offering culturally relevant care by including diverse providers and language support. Our goal is to make mental health care accessible in whatever way members feel most comfortable, whether that’s in person or through platforms like Talkspace and Happify.
We’ve also enhanced our Employee Assistance Program, which helps members identify signs of depression, anxiety, or burnout and connects them to the right resources. We’re seeing an increasing need for mental health support, especially among younger populations, and we’re committed to providing comprehensive care.
What are the priorities for Cigna in your region over the next five years?
Our top priority is to make healthcare affordable and accessible for our members. We also want to make it available in their preferred language to eliminate barriers to care. Affordability remains key, so we’re working on creating more affordable care options. Lastly, we’re committed to offering comprehensive wellness programs that address not just physical health but also mental health and nutrition. Our goal is to support our members holistically, preventing chronic conditions and helping them maintain their well-being.
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