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When Patient Care Specialists at Chronic Disease Fund first pickup the phone, they don’t know how the person on the other end of the line is feeling. They have to prepare themselves emotionally for whatever may transpire during the call.
As the Patient Care Specialists learn more about the caller, they do everything in their power to help him/her have a better day. One Patient Care Specialist shares her insight on what it’s like to be on the receiving end of the phone. She helps callers believe in heroes – even when it seems impossible.
“On a daily basis, I speak with people who have been brought to a place of despair by what many of them consider a death sentence. Once they have lived through the initial shock of being told the seriousness of their condition, they are then confronted by more tragic news – the reality that they cannot afford their treatments. There is nothing quite as satisfying to me as being able to tell a person – I can help you.
Once a patient called to enroll for assistance with a drug for lung cancer. I introduced myself and greeted him with a cordial “How are you today, sir?” He, in turn, replied, “Well, aside from the fact that I’m dying, I guess I’m okay.” His response initially took me by surprise, but I quickly assured him by saying, “I’m sorry, sir. What can I do to make today better for you?” Perhaps his words were just a way of better accepting the final outcome of his diagnosis, or maybe he just needed to hear the words come out of his mouth. I don’t feel he said them for shock effect or to make me feel sorry for him. It was the truth. I couldn’t tell what the future held for him, but I knew that today I could help make a difference in his life by alleviating the financial worry.
When at a point of desperation and feeling out of control, don’t we all search for a hero in some way? A lot of times it would be easy to get very emotional over a situation, but I know that a calm, reassuring voice is such a powerful weapon to combat the fear that many patients are experiencing.
I have given birthday wishes, anniversary wishes, offered my condolences, congratulated the births of grandchildren, great grandchildren, shared the loss of beloved pets, celebrated weddings, graduations and remissions. I feel that, if even only for a few minutes, I have become a part of their lives. Little do they know that they are forever a part of my mine. The stories they share with me draw me straight into their living rooms, their kitchens, their hospital rooms, etc.
Daily, we are called ‘angels.’ We get all the credit for making things happen. Our patients do not understand the work that is done behind the scenes. They don’t hear the conference calls, the board meetings, etc. A lot of people put a lot of time and energy into our funding and I am so grateful to them. They spend time away from their family, work weekends, and stay late - all so I can be somebody’s hero. To them, I offer my heartfelt thanks.”
Anonymous, Patient Care Specialist
Patient Care Specialists are the voices for Chronic Disease Fund because they help patients have a better day. It’s important to note that none of this would be possible without the generous donations our organization receives. Thank you all for your continuous support.
