February 2017 WOW Experience
Christina has been with the Ronkonkoma office since October 2015. We received an email from a plan letting us know that one of our member had missed her doctor's appointment the day before. The member also had an appointment that day, but was told we were unable to find a provider, so we had to cancel the trip. All of this information was forwarded to Christina to see if there was anything we could do about that day's trip. After looking into it further, she stated that she could get it covered. Christina called the member and explained that she was able to get the trip covered if she still needed to go to the doctor. The member let Christina know that she had already cancelled her appointment, but that she needed to go if at all possible. That is when Christina took it upon herself to call the doctor's office directly and got the members appointment rescheduled! She called the member back and she was extremely happy and grateful that she was able to make it to her appointment.
Christina took full responsibility to ensure that the member was able to make it to her doctor's appointment and the member was so appreciative of her.