Member Experiences

Barbara, 72, Duquesne Place, Allegheny County

When Barbara contacted her UPMC for Life Specialty Plan concierge for assistance in getting her cholesterol pills, she had no idea that she was setting in motion a series of actions that would save her life. But, that is how she sees it now.

At the time, Barbara – who is 72 and lives in Duquesne Place – was busy caring for an ailing family member. Because of that, she had stopped making regular visits to her doctor. But she needed more cholesterol pills and so she decided to call her Health Care Concierge. The concierge told Barbara that she could get her a 90-day supply of pills and save money. And, then the concierge volunteered to phone Barbara’s doctor’s office to place the order.

When the concierge talked with a nurse at the doctor’s office, she discovered that Barbara hadn’t visited her doctor in over 18 months. That was when the nurse decided to call Barbara back and offer her a deal.

“He told me he would send in my prescription for a 90-day supply if I agreed to come in for an exam,’ she said. “I’m a procrastinator and it was early December, and I wanted to hold off until spring, but I wanted the pills. So I made this deal, and I went in.”

She made the appointment, had the exam and was stunned to learn that she had an advanced stage of breast cancer and that she needed immediate treatment. “I had something growing in me and I didn’t know it.”

She got the treatment she needed and is now feeling better, as well as extremely grateful. Grateful that her concierge cared enough to call a doctor’s office and grateful that that call prompted a nurse to take a closer look at her records. “Several people set this in motion and if they hadn’t, who knows what might have happened?”

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Robin Chiste, 39, Belle Vernon, Westmoreland County

Because she has multiple sclerosis, Robin Chiste, is used to calling people on the telephone to help her deal with her condition. Most times, she does not enjoy making those calls.

"So many times I dread calling them," Robin says. "They're usually so negative all the time."

But when Robin calls the UPMC for Life Specialty Plan, she gets something completely different. She gets service delivered with compassion.

Robin is particularly pleased that when she talks with UPMC for Life Specialty Plan, she can really "feel" the kindness and positive attitude. Robin recalls one particular call to UPMC for Life Specialty Plan that was especially helpful.

"She could hear in my voice that I was not doing well," says Robin. "She listened to my needs and helped me."

"So many times you talk to people on the phone and they are cold and distant. You don't want to open up to them and you don't get the help you need. But when you deal with someone who is very positive, it's easier to ask for direction."

"This particular concierge gave me information about how to get rides to the doctor's office, she gave me a contact number to call and make an appointment. She told me about things I didn't know existed. She sent me additional information by e-mail. She sent me more information in the mail."

"She made me feel so comfortable. She was so kind. It was a pleasure to deal with her. I can't say enough about her."