Service From The Heart Provides Comfort And Dignity For A Member

Junet’s compassion and quick thinking made a critical difference for a longtime Member who lives with a disability and depends on delivery apps for food. After experiencing fraud, the Member received a new debit card but could not read the numbers. With her nurse unavailable for several days, she called us desperate for help. Junet listened closely and walked the Member through every possible solution. They tried zooming in on a photo of the card, exploring alternate ways to access the details and considering whether a neighbor or family member could assist. Nothing worked. Then the Member broke down and shared that she had not eaten in three days. At that moment, Junet took action. She ordered food to be delivered to the Member’s home, provided clear instructions for the driver because the Member has limited mobility and stayed on the phone until the delivery was complete. The Member was finally able to eat for the first time in days. Junet followed up the next morning to confirm the nurse had arrived and updated the card information in the delivery apps so the Member could resume ordering groceries and essentials. Junet’s empathy, resourcefulness and commitment restored comfort, dignity and independence for a vulnerable Member. This is service from the heart at its best.