Featured Friday: Meet Mallory S.

Mallory has almost 10 years of Customer Service experience between her time at LifeCare and her previous position. She started off at LifeCare as a Daily Needs researcher and shortly after moved into her role as a specialist. Mallory lives in Seymour, CT with her husband Chad, son Cameron, dog Cooper and cat Eliza. She loves to spend her free time with her family and friends.

Q: When a member calls, what is the first thing you ask?
A: I always start the call off with “How are you doing today?”  I use this as a way to guide the call depending on the member’s response.  Each call is so different, and the members’ response can usually help guide the approach I take with them.

Q: How do you approach each call?
A: I approach each call with an open mind. Our requests in Daily Needs vary so much so I always try to remember that these are real people in real situations.  If they are excited, I am excited with them. If they are sad, I am empathetic about their situation.

Q: What is your goal for each case?
A: My goal is to match the resources that will best help the member. I do this by asking the necessary questions to make sure all bases are covered and to educate each member based on the experience I have working in Daily Needs.

Q: What are some memorable cases you’ve worked on?
A: Recently, I had a member who was looking for some resources for his stuttering as he struggles with this at work a lot. We sent him the information and he called and left me a voicemail thanking me and followed up with the QA Survey saying our conversation made him feel more confident and the resources we gave him saved him a lot of time and have taken a lot of sleepless nights away. That was so rewarding to see.

Q: What is the best part of your job?
A: The best part of this job is knowing that I help people in need every day. A lot of members do not know what resources are available in the community so being able to find what they need and help save them some time is a great feeling.

Q: How do you connect with the members you help?
A: I connect with the members by trying to relate to them in some way. Whether that’s having a child the same age as theirs, having visited their city before or having gone through similar situations.

Q: What advice would you give to someone who doesn’t know if LifeCare can help them?
A: I would tell them to call in and try us out! We have a lot of educated specialists and researchers throughout Member Services that can help with so many different needs.

Q: In your opinion, what makes your role/team so special?
A: In my opinion, my team is special because of the various requests we get.  When a natural disaster occurs we take on those member needs on top of locating doctors, home maintenance services, support groups, funeral resources, homeless/Domestic Violence shelters, and travel requests – just to name a few.

 

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