Optima Research nurses rarely have an opportunity, or a business need to interface directly with members although there is never reluctance when the scenario calls for it. Deborah Kurtz never hesitates to provide a special level of service when faced with member situations that call for her to personally reach out to a member. She intuitively knows when information related to an outcome of a case review is going to be difficult or painful for a member or parent to understand. She infuses a high level of customer service when calling a member to explain the rationale for the outcome of a case review. Her message is always positive and filled with suggestions, options, and alternatives. Deb exceeds expectations when instilling hope for members who feel defeated. Whether it's her case or not, she graciously accepts the task of delivering news to a member explaining the scenario in laymen's terms and makes sure she offers available options followed by detailed instruction on how to proceed. Member concerns become hers whether she was involved in the case or not. Her persistence and consistency propel her to do everything possible for our members.
Recently, Deb received praise from a mother who was perplexed about the outcome of an authorization request for her six-year-old son. Mom was desperately trying to understand the situation and learn the options available and reached out to Deb because of her warm and sincere communication style. As she always does, she graciously assisted Mom by outlining the specific direction the physician needed to follow to move the case to the next level. She clearly explained the options available and implemented a solution to assist the member. She engaged the mother in a dialogue about the child's high body mass index and how important weight loss, modified eating habits, and exercise are. She educated Mom about a weight loss program specifically for children as an option to improving the child's condition. Deb, through her actions truly made a difference for this child and the mother. She turned what is usually perceived negatively, a denial of services, into a positive situation for the child.
Deb is a passionate member, peer and physician advocate. She persists until she uncovers any relevant information that might ultimately be helpful for the members. She is highly regarded by her peers and the Optima Medical Directors is a highly valued member of the team and instills "DAISY" qualities into everything she does every day.