Yesterday Cynthia was one of our back office RNs here in North Clinic. She was working on behalf of a GI patient recovering from a gunshot wound to the head who needed liquid omeprazole; the patient's private insurance refused to cover it and offered no alternative medication to take its place.
Cynthia spent several hours on hold with the insurance company, being transferred around to different people. She remained calm and courteous the entire time. She noticed that this patient was also receiving victim's compensation benefits, and called WA state L&I to advocate for coverage under this benefit plan. She then called the patient's pharmacy to coordinate the physical paperwork required to bill victim's compensation despite less-than-clear directions given by L&I personnel.
Cynthia connected with me (the social worker on call) to discuss victim's compensation and how best to advocate for this patient. She was tireless in dealing with a frustrating situation while remaining calm and patient with those she was talking to. Despite having several cases she was covering that day, Cynthia made it a point not to leave before the situation had been resolved.
SCH values exhibited by Cynthia in this interaction are collaboration, equity in advocating for our patients with high need, and excellence in her follow-through and tenacity. We are lucky to have her!