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Life Changing Is… Making Connections and Providing Support

Terri R. – Senior Customer Service Analyst

“Helping people is a gift one can give freely every day.”

Terri R. – Senior Customer Service AnalystTerri has been a member of the UPMC Health Plan Member Services team since 2011. As a senior customer service analyst on the flex team, she helps members navigate a variety of government programs. Those include Special Needs Plans (SNP), Community HealthChoices (CHC), Children’s Health Insurance Program (CHIP), and more.

“On the flex team, we have to be well-rounded and wear many hats in order to best serve members,” Terri says. “Just as it sounds, our team is flexible and will adjust however needed to achieve a solution. If patients have questions or need something specific or more complex, we’ll take care of it.”

Before coming to UPMC, Terri worked as a buyer for a gift shop. But as a single mom with a child about to graduate high school, she felt that she needed a change.

“It was the best decision I could have made,” Terri says. “I’ve always been one to help others. It just comes naturally to me, and it’s such a good feeling to be able to help people through my work.”

Terri fields up to 20 calls each day. Every time she answers a call, she makes a point to try to connect with the person on the other end of the line.

“It’s such a positive benefit to connect with the people calling in," Terri says. "Finding some common ground makes the member feel more comfortable, especially because I never know what someone may be going through at the time. Making that connection with others is so important.”

Whether patients have a quick question that needs to be answered or they need help with a more complicated issue, Terri and her team are committed to helping them navigate and understand their insurance plan.

“We want to make sure people are comfortable calling us for help, and we strive to provide the support and guidance they need to feel confident about their options," Terri says.

"Being patient, present, and truly listening is the key to helping others. We’re here for you. No matter what’s going on in your life, we’re going to take that time to listen and help however we can.”

At UPMC, Life Changing Medicine means listening to others and caring for their needs.

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