Making an ImpactAugust 1, 2018
In the Making an Impact series, clients and services are featured to expand awareness of the wide array of help available at JFS and to ensure donors understand exactly what their dollars do: the lives they touch, and the difference they make throughout the community. Client names have been changed to protect their confidentiality.
“As the main point of contact for the UCare Contracted Case Management Services,” said Program Manager Jill Grover, “I get a lot of calls from various service providers who are trying to locate a specific case manager for a mutual client. Most of the time, that phone call is brief – the person states the name of the client, I look them up in the system, and direct them to the assigned case manager.”
But at the end of a recent call, Jill got a big surprise. “Right before we ended the call, the service provider said to me, ‘You know, I spend such a huge part of my job calling around to various health plans and their contracted case management delegates trying to hunt people down. Most of the time I end up leaving messages and having to call and leave more messages because I don’t get a return call or if someone does answer, they seem put off by my call and irritated that they have to take 30 seconds to talk to me. But anytime I ever call JFS, you not only answer your phone nine times out of 10, but you are so pleasant and happy to assist me. It makes my job so much easier and more importantly, makes things go that much more efficiently for the client on the receiving end of these services. Thank you so much.’
“That was so nice to hear,” said Jill. “I’m glad to know that the support we give to other vendors and providers translates into better service for our clients.”This entry was posted in Uncategorized and tagged client service, Contracted Case Management, Jill Grover, Making an Impact, UCare. Bookmark the permalink.