It’s rare for someone to sit down and write a letter just to say, “Thank you.” Our member, Patricia, did — and what she had to say about her US Family Health Plan service representative, Crystal Jones, was too meaningful not to pass along.
With surgeries on the horizon, Patricia needed someone who could help coordinate her care between her providers and her plan to make sure she understood what was happening and that everything was in place.
Crystal did exactly that — and then some.
“It was clear that she saw me as more than just another beneficiary in the system,” Patricia wrote. “She truly treated me as a human being.”
For the first time, Patricia felt she had someone in her corner. “I had no idea what was happening between my doctor’s office and the insurance company,” Patricia wrote, “but Crystal took the time to walk me through the entire process. She explained the issues, potential resolutions and timelines in a way that made sense.”
“What really sets Crystal apart is how she went to bat for me,” Patricia wrote. Working directly with Patricia’s medical team, Crystal resolved the billing disputes and ensured everything was aligned in time for Patricia’s surgeries. “Had she not taken such initiative, my treatment — and my future — would have taken a very different and potentially devastating course.”
Crystal doesn’t see what she did for Patricia as going above and beyond. “When I speak with our members I always remember: If it weren’t for their sacrifice and service, we wouldn’t have the freedom we do today,” she says. “They are an extra special group of people that deserve our best service.”
At Johns Hopkins US Family Health Plan, stories like Patricia’s are both a source of immense pride and a reminder of why we do what we do. We thank Patricia for sharing her story.
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