Last year I had an appointment. I mentioned to Mary Ellen that I had received something in the mail saying I owed money for a medical visit that was supposed to be covered, and I shouldn’t owe. Mary Ellen not only gave me the number to call to try to resolve this, but she also right then made phone calls and sent several messages to various people trying to make sure it was resolved. She connected me right then on the phone to the person I needed to talk to, and they handled it on the spot. I had no further issues getting it resolved.

Mary Ellen could have used her free time she had after she was done doing her nursing duties to take a break or work on something else as she already gave me a number to call to try to resolve it, but instead of sending me back to the waiting room to wait for my appointment, she used that time to personally work through the issue and get it fixed for me. She showed all of the ICARE Values. This could have been a month-long process of back and forth and dead ends for me, but instead I had resolution twenty minutes after I told her of the issue. I appreciate her care and competence.