{"id":438,"date":"2022-05-03T14:57:34","date_gmt":"2022-05-03T14:57:34","guid":{"rendered":"https:\/\/jaguarviber.com\/?p=438"},"modified":"2022-12-26T15:08:32","modified_gmt":"2022-12-26T15:08:32","slug":"caring-beyond-the-chat-window","status":"publish","type":"post","link":"https:\/\/jaguarviber.com\/index.php\/2022\/05\/03\/caring-beyond-the-chat-window\/","title":{"rendered":"Caring beyond the chat window"},"content":{"rendered":"

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\u201cI need an advocate.\u201d<\/p>\n

The chat window blinked open on Cindy Evers\u2019 screen. She\u2019s a Customer Service Advocate at Blue Cross and Blue Shield of North Carolina (Blue Cross NC), working from home in Bladen County in Eastern North Carolina. “Advocate\u201d is her title, of course, but rarely had she seen the word written with such urgency.<\/p>\n

The member in the chat window had spent hours on the phone, waiting to speak with anyone who could help explain why her prescription\u2019s copay was so high. One hundred and seventy-two dollars was more than she could afford, and certainly more than the $10 she was expecting. But she needed the prescription. It was essential \u2013 the only medication that could prevent an onslaught of debilitating migraines.<\/p>\n

Cindy jumped to action, quickly typing back to try and assess the situation. But, as often occurs in the many emails and message chains Cindy engages with each day, the member dropped without response: \u201cMember has left the chat.\u201d<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n

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\u201cI immediately called her back,\u201d said Cindy. \u201cI knew she had already talked to a supervisor. She had already spent hours on the phone.\u201d<\/p>\n

It was around 7 pm, but Cindy thought she could get ahead of the issue. She reached out to one of Blue Cross NC\u2019s corporate pharmacists who saw the email after hours and who, also, recognized the urgency. They teamed up to make the changes necessary so the member would be able to pick up her prescription first thing the next day.<\/p>\n

\u201cIn the morning, I called to make sure the pharmacy had re-run the prescription. Then, I called the member to let her know it was ready, but she had already gone to the pharmacy and picked it up.\u201d<\/p>\n

The member told Cindy: \u201cIf I could hug you through the phone right now, I would.\u201d She was happy, and relieved.<\/p>\n

Cindy is one of many Customer Service Advocates at Blue Cross NC, working with members each day to help them understand their benefits in an ever-shifting market and to support members who need to resolve challenging issues with their coverage.<\/p>\n

When asked what she does to help members feel heard, Cindy said \u201cI put myself in their shoes.\u201d She doesn\u2019t just listen, but she relates to their stories and realizes what a profound effect a little empathy can have on someone\u2019s life, especially as it relates to their medical care.<\/p>\n

\u201cYou can\u2019t always give them the answer they want, but I try to!\u201d<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n

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Member resources<\/h2>\n<\/header>\n

Want to learn more about your pharmacy benefits? Visit Blue Connect<\/a> and choose “prescription.” Here you can:<\/p>\n