"Customer Service Specialist"

BY JAYLAH M. IVERSON-LEWIS

She works in the healthcare field as a customer service specialist, where she learns about patients, professionalism, and empathy. This job has taught her to be understanding and kind to everyone: “In this field, people are often having the worst day.” Even when others are unkind, she treats them with the respect and compassion they deserve as human beings in need.

The fluorescent lights of the Penn Med building hum a constant, unwavering tune, the backdrop to my daily symphony of beeps, murmurs, and hurried footsteps. For two years, I've been a Customer Service Specialist, an integral part of this orchestrated chaos. My journey into the paperwork side of medical care was a deliberate choice, solidified by my associate degree in medical administration. Each day brings a whirlwind of tasks, a constantly evolving landscape that both challenges and invigorates me.

My professional customer service skills are my armor and my strength. Whether I'm patiently guiding an elderly patient through insurance forms or soothing the frayed nerves of a worried family member, I approach each interaction with empathy and poise. But the daily changes and added work can be a relentless tide. New protocols, updated systems, and the ever-present influx of paperwork often threaten to overwhelm me, testing the limits of my adaptability.

In moments of peak stress, I've learned to find solace in a simple ritual: a walk. Stepping away from my desk, I venture outside, letting the fresh air and change of scenery recalibrate my mind. “Step away to stay sane,” I say to myself. It's a small act of self-care that allows me to return with renewed focus and a clearer perspective. What sets me apart from an average employee, I think, is my unwavering dedication to getting the job done, even if it means putting in the extra hours. This commitment, coupled with my genuine care for the patients I serve, makes me an invaluable asset to Penn Med, LGH.