Featured Friday: Meet Ashley S.

 

Ashley joined the LifeCare team as an EAP Customer Care Specialist. She earned her bachelor’s degree in Psychology with a minor in Human Services from the University of Bridgeport. Ashley currently lives in Naugatuck, CT with her fiancé Daniel, their beautiful daughter Briella and their two cats Oreo and Harley who keep her very busy at home. She likes to spend her free time at the gym or with her family.

Q: When a member calls, what is the first thing you ask?
A: Aside from asking for the typical identifying information, I always ask how I can be of assistance today.

Q: How do you approach each call?
A: I try to go in being open minded and empathetic. I try to approach each call on an individual basis, rather than assuming all members will require the same resources or options for care. I make sure to listen to the member, so I fully understand their needs.

Q: What is your goal for each case?
A: My goal for each case is to provide the member all the information they are asking for and also offer any additional options for services that are available for their specific situation.

Q: What are some memorable cases you’ve worked on?
A: Although there have been many memorable calls, the cases where someone has lost a loved one are especially memorable because the member is so vulnerable. They’re reaching out to us hoping we can help them during their time of grief. All these situations are different, and I believe it’s important to acknowledge that it shows strength they’re asking for support.

Q: What is the best part of your job?
A: What I like most about my job is knowing that I am part of a person’s road to recovery, happiness and journey to bettering their emotional health.

Q: How do you connect with the members you help?
A: I like to connect with each member by letting them know they are not alone, and whenever I can, sharing with them small pieces of similar situations that I have encountered. I do this to try and help them understand we are here for them and they’ve reached out to the right place.

Q: What advice would you give to someone who doesn’t know if LifeCare can help them?
A: I would say at least try giving us a call to see if there is any way we can help. It will never be a waste of time because all the specialists that we have at LifeCare, we are at the very least a listening ear, and we will do our very best to satisfy each member’s needs.

Q: In your opinion, what makes your role/team so special?
A: Customer care specialists are special because we are the first person a member speaks to when they finally decide to ask for help. It’s important that we are caring and genuine because reaching out for assistance isn’t always easy. In order to make the process less painful, it’s important that we have a positive attitude and provide great resources, so the member feels comfortable moving forward with any options we provide.

Stay tuned every month for a new feature on our industry-leading, talented team of employees. If you’d like to learn more about how we can support your employees, contact us here or call us at (866) 675-3751.