Featured Friday: Meet Alexa D.

Featured FridayAlexa graduated from Southern Connecticut State University in 2018 with her BA in Women’s Health. Before joining the LifeCare team as an Adult and Eldercare Specialist, she worked as a nursing assistant with mainly the geriatric population and continues to work part time as a private aide alternating weekends. She currently resides in New Haven where she enjoys gardening and reading in her hammock. Alexa likes to stay busy, loves traveling and has made a personal goal to visit two new places a year. So far, she has been to Costa Rica, Bahamas, Nicaragua, Canada, Mexico and 11 states.

Q: When a member calls, what is the first thing you ask?
A: I always start by introducing myself and asking for their name. I like to make the member feel comfortable and by using the members preferred title, it helps to make our conversation more personal.

Q: How do you approach each call?
A: With every call I try to think about how I can best support that member. Whether it’s looking into resources, education on senior care or just being a listening ear, I make sure that when we end the call, the member is reassured that they made the right decision to call LifeCare.

Q: What is your goal for each case?
A: My goal is that each member has the best experience possible.

Q: What are some memorable cases you’ve worked on?
A: I have had some very unique cases. I’ve researched topics such as ADHD coaches and handicapped sports equipment. I even recently helped a member who was visually impaired find specialized music lessons to learn to play the violin.

Q: What is the best part of your job?
A: I’d say getting to interact and connect with members. It’s amazing to be able to speak with people of different backgrounds and cultures nationwide. It’s enlightening to see that even though we are all so different there are so many similarities. The staff at Lifecare has also made this job one of the greatest I’ve ever had. They were so welcoming and warm to me, just like they are with every one of our members. They are always ready to offer a helping hand and provide support.

Q: How do you connect with the members you help?
A: Empathizing with them. A lot of our members are in difficult situations from caring for an aging loved one, dealing with a personal health crisis or assisting a disabled adult child. I try to make every call personal and listen to their concerns. I try to think, if I were on the other end of this line, what would I need to hear to feel comforted and supported? I love being able to build a relationship with members, share a laugh and exchanges of encouragement.

Q: What advice would you give to someone who doesn’t know if LifeCare can help them?
A: You don’t know until your try! A lot of members will start of calls by saying, “I don’t know if you can help me…”. I always respond by saying, “I’ll be happy to try” and then thank them for calling in. There is nothing wrong with needing, and asking for, help and that’s exactly what we are here for, to help!

Q: In your opinion, what makes your role/team so special?
A: Working in Adult and Eldercare is particularly rewarding. I feel that this is a generation that is often the most overlooked. It can be overwhelming to coordinate care or even accept that care is needed. There are a lot of complications and with the current health crisis, times seem bleak. Then a member thanks you for helping them or reaches out with a grateful feedback on the assistance we provided, and it warms my heart. I’m happy to be part of a company that provides hope when it is the most needed.

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.