“If that’s the worst thing that has happened to you today, then you’re having a pretty good day.”
What do you do at Guardian Pharmacy of Wisconsin?
Customers or their family members will call with questions concerning their statements. Some may be simple, while others may be complex – especially when related to whether or not a medication is covered or not covered by their policies (Medicare D, Hospice, Medicaid). I try to keep things in laymen’s terms as some of the plan rules can be very confusing. When open enrollment for Medicare D plans comes around, I also assist in providing them with the names of plans that would be work with their medications. Whoever I am on the phone, with, I try my best to be patient and understanding. Sometimes customers will apologize for asking questions, but I tell them it is not a problem and to always call in the future if something still doesn’t make sense.
What is your background?
I grew up outside of Green Bay. I have worked for Prescriptions Plus for 25 years which became a part of the Guardian Pharmacy family in October 2018. Before joining Prescriptions Plus, I had been a department manager at Wal-Mart.
What are the values that drive you?
I believe in being honest yet compassionate with both customers and co-workers. All of us have good/bad days but the customer, whether internal or external, should never know. A positive attitude and a friendly smile help me put forth the necessary energy each day. It is also important to be empathetic when handling difficult conversations. You never know what kind of day the other person is having or the life experiences they’ve been through. I find it helpful to put myself in the shoes of others and to see/hear both sides of the situation.
What do you enjoy doing when you are not working?
When not working, I fully enjoy every season that Wisconsin has to offer both good and bad. I relish time spent with my children and extended family of many aunts, uncles, and cousins. I enjoy Sudoku puzzles if they aren’t too difficult. Swimming or walking is my chosen form of exercise. I love my flower gardens, though I should spend more time on them. And I love sitting outside watching the sunset and listening to the sounds of nature even if it’s a thunderstorm.