In recognition of National Customer Service Week, we want to take this opportunity to celebrate the critical work of our customer service team. We talked to Sasha McMillan, just one of the incredible customer service professionals who support our members. When we asked Sasha what makes a good customer service professional, she responded, "patience, understanding, and compassion."
Read the full interview below.
What skills are most important to have in a customer-facing role?
Sasha: I’d say patience, understanding, and compassion. When you take calls, you must remember that real people with real issues are on the other end of the phone. They might be upset or frustrated, even if it’s nothing you did. So be patient with yourself and with other people.
From day one of my role, I learned that you must give yourself grace. You cannot take things personally. I learned that I might not have all the answers, but I will do my best to get those answers and find a way to help the person calling in.
Can you share a memorable experience where you helped a member resolve an issue?
Sasha: I had a member who was dealing with a buy-and-bill situation. In this scenario, the member is not paying for the medication, but is paying for the service that delivers that medication. In this case, it was infusions, which is a method of putting fluids, including drugs, into the bloodstream. It is also referred to as intravenous infusion.
The member’s provider no longer supplied the medication, so they would have to pay for the service at another location, increasing their cost. The member ended up being a candidate for Home Health, which was a great alternative solution. This service comes with many of our plans, sometimes at no additional cost to the member. I collaborated with their providers to help get the member approved for the program—and receive their infusion at no additional cost. It was hard but rewarding and worked in the member’s favor.
Why is it essential to invest in customer service?
Sasha: Most of the time, customer service professionals are a company's first point of contact. When someone contacts customer service, they want to talk to happy people who can go above and beyond. If the representative is unhappy, the customer will feel that—even over the phone. That’s why supporting your customer service team can empower them to support the members calling in. Plus, it leads to a better member experience.
How do you see customer service evolving in the future?
As digital technology changes, more customers want to chat online. We currently communicate with some customers via chat and email today, but I see that communication preference increasing over time.
What do you enjoy most about your job?
Sasha: Honestly, I love my job. I have great support here, and I love what I do. My team is fantastic. They are so supportive. I ask a ton of questions, and those I work with are always willing to lend a hand or help me find an answer.
I love solving issues. I’m involved from the beginning to the end. Whether it concerns enrollment, coordination of benefits, or claims, I love helping members find a solution and a sigh of relief. I wouldn’t be able to help members without the support of my team. It is truly a team effort all around.
What advice would you give somebody wanting to enter a customer-facing role?
Sasha: Give yourself some grace and take it one phone call at a time. You are not expected to know everything when you are on the phone.
If you ever second-guess yourself, always ask the question. And if you still do not understand after your question is answered, ask again. Everyone learns differently.
Breathe in between your inquiries. Remember that these are human beings on the other end of the line. Always keep your composure and have compassion. Remain focused because you have an important job to do.
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