Why I Joined PERMA FAIR: Putting Members First

By Kristy Fitzgerald, Member Experience Team Lead

The healthcare system in the United States is often overwhelming — defined by complex regulations, rising costs, and processes that can feel far removed from the needs of patients and families. I have experienced that reality from multiple perspectives: as a professional within the health insurance industry and as a parent who has relied on the system to care for my own family.

Before beginning my career in healthcare, I was a single mother of two children, one of whom has a disability. Navigating the healthcare system as a parent in that position provided a deep personal understanding of how coverage decisions directly impact families. I witnessed firsthand how costs varied, how services were approved or denied, and how the type of insurance plan determined access to essential care. Those experiences not only shaped my perspective but also motivated me to better understand how the system operates behind the scenes.

I went on to earn an associate degree in Health Science and began my career as an intern at a health insurance brokerage firm, where I performed entry-level data analysis and administrative support. In that role, I gained valuable insight into the operational and financial structures that drive coverage decisions. I learned the language of premiums, claims, policies, and compliance — and how those components intersect to shape member experiences.

Later, I transitioned into a role at a large insurance company on the Member Services side. I believed that working within the organization would provide clearer pathways to answers and better support for members. Instead, I encountered many of the same challenges I had experienced personally. Members often struggled to obtain straightforward guidance, and even routine questions about coverage or claims frequently resulted in confusion or incomplete information. It became clear that even those familiar with the industry could find the system difficult to navigate. That realization reinforced my belief that meaningful change is not only necessary but possible.

I ultimately found that opportunity at PERMA FAIR. What stood out immediately was the organization’s commitment to fairness, transparency, and member-centered decision-making. The mission extends beyond messaging; it is reflected in how the company approaches cost containment, benefit design, and direct member support. The goal is clear: reduce unnecessary expenses, eliminate complexity, and restore clarity to healthcare.

As Member Experience Team Lead, I am responsible for ensuring that our members receive the high-touch, responsive service we promise. My focus is on creating a structured, supportive experience where questions are answered thoroughly, concerns are addressed promptly, and no member feels overlooked. Delivering on that commitment requires strong processes, clear communication, and a team culture built around accountability and empathy.

What motivates me most is the belief that the challenges within healthcare are solvable. Costs can be managed responsibly. Access can be simplified. Communication can be transparent. Being part of PERMA FAIR means contributing to a model that challenges the status quo and prioritizes the needs of members above all else.

For me, this is more than a professional role. It is an opportunity to help build a better system — one that supports families the way mine once needed. I am proud to be part of that work and committed to advancing meaningful changes in healthcare.