In celebration of Availity’s 25th anniversary, we’re highlighting associates whose impact and dedication have helped shape who we are today. Through this special Associate Spotlight series, we’re honoring the people behind our story—past, present, and future.
In this Q&A, we’re proud to spotlight Katie M., who shares reflections on her journey, the moments that mattered most, and what continues to inspire her as part of Availity.
When did you join Availity, what was your first role, and what do you remember most about your first year?
I was hired as a part-time receptionist in April 2011 and was hired as a full-time employee in May 2011. I am coming up on my 15th anniversary!
What’s kept you here the longest?
Early in my career here, there were moments when leaders took chances on me that I’m not sure every company would have taken. They saw potential in me before I fully saw it in myself. I’ve been given the opportunity to evolve, to take on bigger challenges, and to contribute in more strategic ways. That kind of intentional development creates a deep sense of loyalty. Our leaders invested in my growth, and in return, I’ve felt a strong responsibility to show up, deliver results, and help drive the business forward. Fifteen years later, I’m still here because I’ve never stopped growing. I still feel challenged in the best ways, and I remain deeply connected to both the company’s mission and the people. Also, Russ is a very big reason I have been here for so long. It’s incredibly rare to see someone leading an organization of this size who still shows such deep, genuine care for every single employee. His passion for making healthcare better, along with the way he personally invests in his people, creates a culture of trust and purpose that has made it very easy to stay and to continue growing here.
How has your job changed since you started?
Fifteen years ago, I walked in the door as a part-time temporary receptionist. What started as answering phones quickly turned into curiosity about how the work actually moved through the organization. From there, I stepped into roles supporting our trading partners and clearinghouse business, where I developed a deep appreciation for the complexity of health care transactions, the importance of reliability, and the value of strong partner relationships. That experience built my technical and operational foundation. Today, I have the privilege of working directly with some of the largest health plans in the country, helping them navigate complex and evolving healthcare technologies. It’s been a journey from answering the phones at the reception desk to helping shape enterprise-level partnerships, and I’m incredibly excited about what’s ahead.
What’s one “tiny way” your team removes friction from healthcare that most people never see?
One tiny, but meaningful, way my team removes friction from healthcare is through the quiet alignment work that happens long before anything goes live. In my role, supporting some of the largest health plans, a lot of impact comes from proactively connecting the dots and building deep relationships with our customers. Making sure cross-functional teams are aligned on expectations, timelines, and downstream workflow implications. Most people never see those conversations or the small adjustments we help drive behind the scenes. But when alignment happens early, it prevents rework, reduces provider abrasion, and helps our customers avoid costly operational surprises later. To the end user, it just feels like things work the way they are supposed to. It may seem small in the moment, but those upstream interventions are often what turn complex healthcare initiatives into smoother, more sustainable experiences for everyone involved.
What’s a time Availity’s reliability or recovery made a difference (for a provider, plan, or patient experience)?
The most obvious superhero moment was when Availity helped keep healthcare flowing during the Change Healthcare incident. Healthcare is deeply personal, and being part of a company that consistently shows up with accountability, transparency, and a genuine commitment to doing the right thing has been incredibly meaningful and has made a huge difference. I’m proud to have contributed (and to still be contributing) to the impact Availity is making across the industry.
When you think about Availity’s Core Values, which one resonates the most with you and which do you think will propel us through the next 25 years?
The value that resonates most deeply with me is Be All In. The challenges in healthcare today don’t sit neatly within one organization, they live in the gaps between providers, health plans, and HIT partners. The moments where we create the most impact are when we show up fully aligned across Availity and with our customers, bringing transparency, accountability, and a shared commitment to solving problems that matter together. Being “All In” means leaning into hard conversations, simplifying complexity for our partners, and staying focused on the people behind the processes. Be a team player!
Looking ahead to the next 25 years, I believe Explore Fearlessly will be the value that propels us forward. Healthcare continues to evolve rapidly, and the organizations that will lead are the ones willing to rethink legacy approaches and partner differently across the ecosystem. Our ability to challenge how things have always been done while staying grounded in customer-centered solutions is what will keep Availity continuing to be the leader and pushing the industry to move forward.
What is your favorite Availity tradition or event?
My FAVORITE Availity tradition is when Russ plays the drums at Availity events (where there are drums available). From old employees to new, everyone loves it!
What are three words you’d use to describe Availity today?
Dependable. Innovative. Purpose-driven.
Thank you, Katie, for your dedication and the impact you’ve made in helping shape Availity’s story over the past 25 years!