BIP Summer 2025

“ This industry changed my life. If we open the doors wider, it can change

worked in 44 states, and I’ve seen the disparities,” Ulloa says. “In some places, people drive 45 miles just to fill a prescription. That’s not just inconvenient — it impacts their health, their families and their future.” Ulloa believes that brokers are a key part of the solution. She’s made it her mission to ensure benefits communication is inclusive and effective, regardless of a person’s background, income or first language. “It’s not always about language,” she says. “Sometimes, it’s about education. People don’t always understand acronyms like HSA or FSA, and they won’t ask. But if we simplify the message, we empower them to use their benefits and take control of their health.” To address that need, Ulloa translated Florida’s four-hour Law and Ethics CE course into Spanish — all 263 slides — making it the state’s first Spanish-language CE program. “There are 72 million Spanish speakers in the U.S., more than in Spain,” she says. “We can’t overlook that. I want brokers to feel empowered learning in their own language.” The response has been overwhelming. “We’ve filled hotel ballrooms,” Ulloa says. “Brokers are eager to learn in their first language, not because they can’t understand English, but because it helps them absorb complex topics better — and pass that clarity on to their clients.” Mentorship in action Through her leadership as president of NABIP’s Miami chapter, Ulloa has made Spanish-language events a cornerstone of the local member experience — hosting CE classes, luncheons and networking events in Spanish. “We even held a salsa night to build community,” she says. That kind of outreach has helped new brokers grow in unexpected ways. Carmen Zayas, a Florida-based independent broker, met Ulloa in 2023 and credits her with helping her expand into group insurance. “Ruby trained us one-on-one,” says Zayas. “She explained each product and how to understand every client individually. She’s a mentor, a teacher — even like a mother to us.”

Carlos Henriquez, vice president of NABIP Miami, agrees. “Ruby’s the first person I call when I’m facing something new,” he says. “She won’t stop helping until you’re confident. That kind of mentorship is rare.” A more inclusive future

someone else’s, too.

Ulloa’s impact goes beyond technical training. She encourages brokers to get involved in their local communities, attend cultural events and build real relationships. “You want to work with Portuguese speakers in New England? Go to a community festival. Want to understand Gen Z? Visit the spaces where they spend their time. Know what matters to them,” Ulloa says. That kind of intentional outreach, she says, helps brokers connect across languages, generations and experiences — and it ensures clients receive benefits designed with their real lives in mind. “When employees feel seen and heard during benefits education, everything improves,” Ulloa says. “Absenteeism drops, wellness increases and families use their benefits more effectively. It’s a win-win.” Looking ahead, Ulloa hopes the industry embraces broader definitions of access — including more flexibility in plan design, more multilingual support and more cultural awareness. “Healthcare access shouldn’t depend on your ZIP code,” she says. “We need solutions that reflect who people really are.” For brokers, that starts with getting involved. “Join NABIP. Mentor someone. Translate what you know. This industry has changed my life,” she says. “And if we open the doors wider, it can change someone else’s, too.”

WHAT IS BROKER VOICES? This series is dedicated to sharing the stories of individual brokers who play a vital role in providing millions of Americans with affordable access to quality healthcare. Discover the compelling personal accounts highlighting the critical work brokers do to protect their clients’ financial security and well-being every day.

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