Featured Friday: Meet Lindsey M.

Meet Lindsey M.

Lindsey attended school at Coastal Carolina University in Myrtle Beach, South Carolina where she received her bachelor’s degree in child psychology. In her free time she loves boating on the CT River and spending time with her family, friends and her dog.

We asked Lindsey some questions about what it’s like to work as a backup care specialist at LifeCare. Here’s what she had to say:

Q: When a member calls, what is the first thing you ask?
A: When I receive a call from a member the first thing I ask is “How can I help you today?” to find out what their need is and how I can assist them the best way possible.

Q: How do you approach each call?
A: With Backup Care each call is different because each reason for care will be different, so how I approach a call depends on the member’s situation. But with every call I approach the members with an understanding, friendly and calming tone to ensure the member feels relaxed and understands that we can help them.

Q: What is your goal for each case?
A: My goal is to create the best experience for our members. Our job is to make the members happy and make sure they get what they need so they can go to work without worrying about their loved ones. I want to make their case simple for them and so the member does not need to do any work on their own. My number one goal is to call the member at the end of a case to let them know we’ve found care for them and that they’re all set to attend work.

Q: What are some memorable cases you’ve worked on?
A: My first year working at LifeCare there was a hurricane that effected Florida badly and our members called in at once needing care because centers and schools were closing. Normally we would find our members a caregiver, but because the storm was so bad, even our caregivers couldn’t drive to homes. It stands out to me because it really brought our team together in trying to find care for these members. We had to come together to think of a solution and I believe we truly made a difference in these members’ lives during this time.

Q: What is the best part of your job?
A: The best part of my job is making the members happy. I love receiving positive comments from the members while on the phone with them because I know we have really helped them and have made a difference in their lives, which is what LifeCare is all about.

Q: How do you connect with the members you help?
A: While on the phone with members I try to be personable so the member feels comfortable speaking with me. I also like to engage in conversation about their lives so they feel connected to me and trust me to find care for them.

Q: What advice would you give to someone who doesn’t know if LifeCare can help them?
A: I would let them know the different services we offer and if it’s still not something that they’re looking for, we can always connect them to the right place because we never turn our member’s away. So my advice is to always contact us, we’re available 24/7 and we’re always here to assist.

Q: In your opinion, what makes your role/team so special?
A: I think the backup care team is extremely special and important. Every day we make a difference in someone’s life by helping them find care so they can get to work and support their families. Our team is so special because of the communication we have, each one of us is always there to support each other and willing to help each other out. At the end of every shift I feel great about the difference our team has made, the positive impact the backup care team has on our members and the positive impact we have on each other as colleagues.


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