When Bevly Chesser took a temp assignment at AOM Infusion more than two years ago, she had no idea it would change her professional trajectory.
Still, Chesser’s dedication and friendly manner didn’t go unnoticed. She fit right in with the AOM team. Within a few weeks, AOM’s insurance department reached out to HR. They really liked the new temp and wanted to know if she would be interested in a full-time position on their team.
Chesser was delighted to accept. “Coming on staff with AOM was a lot like coming home,” she says.
As a new, permanent team member, AOM helped prepare her for what would eventually be her new role as an insurance coordinator.
“They helped me grow so I could do what I do now,” she notes. “I started as an administrative assistant in the insurance department. For three months, I saw all the processes and how they worked. Everything from the beginning of the referral process, all the way to the end with collections.”
When she officially began her role as insurance coordinator, she sat between two experienced coordinators so she could listen in as they talked with insurance companies and patients. “It gave me the verbiage I needed and the ability to help someone who calls and says, ‘Oh my, I just got this insurance bill.’ It showed me what I needed to do to put people at ease.”
Building Trust with Patients
Today, Chesser navigates a gauntlet that includes verifying the prescribed therapy with the physician’s office, confirming the patient’s health insurance benefits, demonstrating proof of medical necessity, and securing authorization from the insurance company.
“Once I have authorization, I call the patient. I explain their benefits, how their insurance works, what the cost will be for their treatment, and the percentage of those costs they’re going to be responsible for paying. Benefits are complicated, so I think translating them into something a patient can understand is one of the most important things we do in our department. I feel good at the end of the day when someone says, ‘Okay, I get it now. I understand.’ It makes me feel appreciated.”
Getting there isn’t always an easy process, and it can be frustrating for patients. But Chesser carefully earns their trust with a simple approach.
“Honesty,” she says. “I’m transparent with them. Just being honest and letting them know upfront how the process works, and reassuring them that I’m going to do everything I can to help them, makes a big difference. As soon as you are honest with someone, even if it’s an ugly truth, they’re okay, because you told them upfront, ‘Hey, this is going to take a minute for me to get this done for you, but I’m going to get it done as fast as I can because I want to be thorough.’ They appreciate that. They like that I call them to let them know where I am in the process. That transparency really does help build trust.”
Becoming an Advocate
Chesser’s philosophy earned her AOM’s “Awesome to the Core” employee-of-the-quarter award not too long ago — a show of appreciation for her patient advocacy and collaborative work style.
In turn, Chesser appreciates the active ways AOM leadership advocates for its employees.
“They listen to suggestions and concerns. They support our growth by providing the ability to apply for open positions throughout the company. They support our work-life balance by providing a rich PTO policy. They are flexible. If we feel like we need added training regarding parts of our policy or have new software or an insurance provider changed their authorization policy, they set up in-service training sessions. If we reach out and ask, the education is always there.”
AOM’s efforts to help their people serve patients in the best possible way are reflected in the comments patients make to Chesser.
“Many say our intake department is what sets us apart. The turnaround time from when we receive a referral to when we can start their care is incredible. They often say, ‘Oh, this was so much easier than the last place I was’ or ‘It took forever to get my treatment started.’ Some tell me, ‘You’ve been so good to me.’ Developing those kinds of relationships with patients and giving them comfort is so rewarding.”
She didn’t know it when she first walked through the doors of AOM as a temp, but she knows it now: “It takes a special kind of person to work for a specialty pharmacy,” she acknowledges. “Every position in our company is a patient advocate. We seek the best care, cost and outcome. Nothing is more special than ending the day knowing you helped someone and made a difference in their life.”
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