Featured Friday: Meet Patti D.

Patti has over 18 years experience in customer service. Prior to joining the LifeCare team, she worked as a Supervisor for the Bargain News in the newly developed Internet Production Dept. At LifeCare, Patti helps members as a Benefits Communication Specialist. She currently lives in Fairfield, CT with her grandson and enjoys going to the beach, painting and spending time with her family.

Q: When a member calls, what is the first thing you ask?
A: Depending on the seriousness of the member’s need, and if they sound upset, I will begin by asking if they are OK and then how I can best help them.

Q: How do you approach each call?
A: With compassion. I care about every member that calls in, whether it is for counseling or an HR related issue.

Q: What is your goal for each case?
A: My goal is to make sure every member has the best experience when calling LifeCare, no matter the reason, big or small.

Q: What are some memorable cases you’ve worked on?
A: One case in particular, I spoke to a member who left their home with her young daughter and they were currently in a shelter. I provided resources and set up an outreach for our Daily Needs Specialists to provide community resources, housing and financial assistance. I explained the EAP counseling benefit that is available and connected the member to a clinician for in the moment phone support.

Q: What is the best part of your job?
A: Knowing I make a difference. I listen and I care, and I know that the members I speak to can feel that.

Q: What is the hardest part of your job?
A: Not getting emotional while on the phone and not knowing the outcome… Are they ok? Did they get the help they needed?

Q: How do you connect with the members you help?
A: Easily. I talk to each one with care. Some I am able to laugh with, others with compassion. I let them know I am truly listening to them.

Q: What advice would you give to someone who doesn’t know if LifeCare can help them?
A: Please just call us. We are here for you and will do everything we can to assist.

Q: In your opinion, what makes your role/team so special?
A: Our team is special because of the love we give to our members, with every call, every day. We are the first voice our members hear when they are dealing with stress, depression, grief, domestic violence, and anxiety, just to name a few. A calm reassuring voice can make such a difference in the moment. We are that voice.

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.