*edited for clarity
So First off, let’s just can you walk me through a day in the life of your of your role at empower?
Give me a little job description, you know.
Yes, OK. So, of course, I’m the manager of customer service.
I am over the teams that get the calls in from the patients who place their orders for new prescriptions, refills, order statuses and everything in between, right? Sometimes they have questions about medications we have to transfer them to the pharmacist.
We’re like the first voice of empower.
So, a day in the life of me:
So, first thing in the morning, I meet with my supervisors – under me are two supervisors – and here internally, there’s 39 agents, and then there’s 10 agents elsewhere.
So, first thing in the morning, I meet with my supervisors to kind of go over the game plan for the day. We discuss any concerns or issues or anything that has come up.
We discuss what’s going to happen for the day and the week, and also any trainings, or important meetings. We discuss team performance, coaching opportunities, and go over what’s going on within the department.
Just making sure you know we’re managing the call center, and servicing our patients, right?
Sure. Have you always been in this role or what brought you to that role?
I’d love to know more about what brought you to empower.
Yes. So, my background is extensive call center work, for 17 years, and within those 17 years, I ended my career actually in the training department, so I was in the training department for eight years.
I actually lived in the Philippines for six months and I lived in India for six months. So as most companies were lifting and shifting their work overseas, I had the pleasure of being able to go over there, train them.
That is so, so cool.
Oh my God. It was the best.
It was like the best experience ever, ever, ever.
But for the past three to four years I’ve been in the healthcare environment.
I worked with Betty and she’s a great leader.
So, where she went, I followed.
I called Betty one day and I said, “What you got for me?” and she had a position open, and the rest is history.
You’ve had so many unique experiences with all of your moving and grooving around. I love that.
So what’s your favorite thing so far that you’ve done here at empower?
Or what’s your favorite thing you’ve achieved?
I’d love to know that.
My favorite thing is when I first came aboard last September, I found out that I would be able to create this tier one team from scratch.
So, the tier one team is newly established as of January of this year, and I did all the hiring of all the agents.
It was exciting to see where we started in January and where we are today, and see growth, and to know that I started it from the ground up. It’s like the most fulfilling thing for me.
I like to mentor and those are the types of things that drive me and move me.
I love that.
So, touching on that growth aspect, how do you think that empower has helped you with your own personal and professional growth?
Oh my goodness, it’s crazy because the meeting that we just got off was EmpowerU. And when we were in our breakout session, I was saying to Josh and Mariel, moments like this EmpowerU – it allows us to really think about things.
Think outside the box and then we get to collaborate with those that we may not usually collaborate with.
When we go into breakouts, we’re working with people that we don’t normally work with, it’s just been very, very insightful.
And to say that empower has been supportive – Everything from me reaching out to HR, to somebody in sales, to Whitney in dispensing, anytime I have an issue or concern or question to ask, I know that I’m going to have support from someone who’s going to assist me.
It’s just a culture.
The culture here at Empower is definitely a culture that I always look for in a company.
Because it’s very, very important to me, and it’s happened in previous roles, right from the door, it was like, wait a minute, this is not the culture for me. If it’s not the culture that I’m used to, it is not the place for me, you know.
Sure, sure.
I got two more bonus questions. So, what is your favorite benefit here at Empower?
Well, for me, I think it’s a combination.
I do appreciate the remote work, even though I’m a big fan of being in the office. Because of my background, I like to be face-to-face with people. I like to walk around say good morning. I like to sit next to people.
But, I do appreciate our benefit package very much, even my regular medications, I don’t pay for any of it and the United Healthcare option that we have is amazing.
Yeah.
OK, last question, how do you feel like you help people with Empower’s mission to help folks live healthier, happier lives?
We were just talking about this too. For me, I think I contribute to it by making sure, especially with my team, that I learn each team member individually.
I truly believe that you cannot manage blanketly, right?
I can talk to you in a different way than I may talk to Crystal. Then I may talk to Jakayla. And then again, I think it’s important to have that open-door policy where people feel comfortable coming to me.
We were just talking about this during EmpowerU and I was saying that people come to me with a little bit of TMI sometimes, but it’s only because they know that they can talk to me and they can come to me, right?
Yeah, you’ve established that connection.
Love that. Well thank you so much for your time.
Of course! Thank you.
Thanks.
