Customer Service Week is an essential time for healthcare organizations to honor and recognize the dedication of their staff who provide compassionate care and support to members every day. This week, October 7 through October 11, is an opportunity to acknowledge the hard work, resilience, and commitment of those who provide exceptional customer service. We’re spotlighting four Magellan Health employees who share why they chose to work in customer service, and some of their most rewarding and challenging aspects of working in this field:
- Kimberly Elias, senior wellness coach
- Hauva Manookin, care manager, After Hours
- Marlo Dale, senior EAP consultant-workplace support, Midwest care management center
- Jordan Carroll, senior care manager
Continue reading to learn more from Kimberly, Hauva, Marlo and Jordan on their experiences working in customer service:
Why did you want to pursue customer service and what is the most rewarding aspect of working in this field?
Kimberly: I pursued a career in coaching because I am passionate about helping people create positive change in their lives. I believe that we all have the capacity to change, and I love being a conduit for this transformational process to occur. The most rewarding part of my work is being a witness to the growth and transformation that occurs when one puts in the effort and believes in themselves. There is no greater reward then seeing someone discover their potential and go from merely surviving to thriving in life! That is what it’s all about for me.
Hauva: Cliched as it is, I pursued customer service via being a counselor because a life dedicated to helping others is a life lived with value. I have this idea that counselors are farmers; we plant seeds, we encourage watering, and we hope somewhere down the road the seeds grow. Even in our abbreviated roles and the snapshots of time we have with each person, we can still plant seeds and hope for their bountiful harvest. In that invisible moment that likely we will never know about, that is the moment where everything we learned and everything we have done becomes clear.
Marlo: I am a solution focused thinker. Helping the client move toward resolution is the most rewarding aspect of working as an employee assistance program specialist. I’ve found social work and customer service values are all aligned. Social workers and customer service representatives must demonstrate empathy, strong communication skills, respect, and a duty to serve. Despite the need of the respective client or customer, providing and linking to service in a competent, professional manner is the goal, and necessary to sustain every type of business.
Jordan: I always knew that I wanted to be in a field where I could help people. This job allows me to talk to so many people every day. While the severity of their needs may vary, each call is an opportunity to touch someone’s life in a positive way.
What are some challenges you face in this profession and how do you overcome them?
Kimberly: On occasion, I have clients who aren’t ready to create change. It’s hard when you work with someone and you know they can achieve what they set out to, but they do not see that in themselves. It can be frustrating at times when people give up and choose not to see themselves as worthy enough to stay the course and achieve their desired goals. I can work through this by remembering that although I didn’t get to witness any real growth, I know in my heart that I did plant a seed. That seed may grow in the future, and I must remain strong in my faith and hope that at some point, it will. It just may not be in my time, and that is okay.
Hauva: The biggest challenges here and everywhere in counseling is burnout. We all lecture self-care as this nebulous concept, but it’s too vague and too hard to feel successful at. For me, making sure I have slept and making sure I’m having fun is vital. Also, making sure I turn off work when I leave so that I can turn on fully when I am is crucial.
Marlo: One of the challenges I’ve faced in this profession is related to challenges in finding appropriate care and service for our members. Over the course of my career, I’ve learned to focus on what I can do, like staying present, focus on the individual, refer/assist/link as appropriate, and not fixate on what I can’t do. To be fully present in the moment and ensuring the person feels heard and seen is sometimes sufficient. I’m also working to shift my paradigm from problem resolution to facilitating change.
Jordan: At times there are busier days with calls with individuals with higher acuity, more risk concerns and simply hearing some of the hardship they go through can be tough. I try to make sure to count my own blessings, to be grateful for my life and again my opportunity and privilege to provide support to those going through a really difficult time. Self-care is an important part of this. I personally like to spend time with my husband and our two boys, spend time with family and friends, stay active and cook and bake!
Is there anything you’d like to highlight about working in customer service?
Kimberly: I would like to encourage all Magellan employees to spread the word that coaching is available to all employees and their household members. I’d like to increase more awareness about this amazing modality that is so incredibly impactful to creating positive change! I would love to see our entire book of business consistently spread the message about this service to their teams and employees so that we can reach and touch millions of lives! We all need that special coach to help guide us on the path to success and I would love for everyone to capitalize on this! Our coaching team is exceptional with decades of experience. We are highly trained and skilled to coach members on numerous life issues. We are a devoted team of coaches, and we are firmly committed to helping everyone achieve their desired success.
Hauva: The people, the coworkers, supervisors, and management. I have had many iterations of this profession, and this place and these people have been my favorite. They are the most fun and most supportive I have ever had. It’s an honor to work with all of them and I only hope I can offer the same to each of them.
Marlo: It’s fulfilling to know that in the short amount of time and brief interaction we have with our customers, we may make a large impact on their day and lives.
Jordan: I think that customer service calls of all kinds reflect on the everyday interactions that we all go through. Everyone has needs that come up, and everyone has likely been in a position of asking for help. It is a great reminder that we are meant to be connected to each other one way or another. Humans are hardwired to support one another, and I am thankful for all my amazing coworkers who help our members daily by being on the other end of the phone.
What does Customer Service Week mean to you?
Kimberly: I think this is a great opportunity to validate and appreciate those who are truly devoted to delivering the utmost of care and support to the members we serve. We live in a world that is saturated with fear, stress, and anxiety. When we intentionally set out to offer a service that comes from the heart, that is authentic, kind, and truly caring, we can create a ripple effect of positivity that can over time, create positive change. This week is a powerful reminder of how impactful our service can be in the lives of people we serve.
Hauva: As I understand my role and my work, every week is customer service week; every day is customer service day; every client deserves the best customer service I can give in that moment.
Marlo: Customer Service Week is a time to reiterate the importance of what we do, while highlighting the hard work and dedication of those serving individuals in need.
Jordan: To me, customer service week is about putting the spotlight on those that help to remind each of us why we chose to get into this field. It’s about making sure we are taking good care of ourselves, as good of care as we provide to those we serve.
