Front Lines Of Member Care

June 25th, 2018

As part of our Human Interest series on Liberty HealthShare staff members, we interviewed Leslie Brunk (pictured with her son), the supervisor of our Member Services department. She and her team function as the front line of Liberty's member care. Members call with questions about anything from the Sharing Guidelines to doctor appointments and talk to someone under Leslie's direction. Many members speak with Leslie when their complex medical circumstances require her hands-on guidance and expertise.

Leslie is well-respected by her peers for her competence and kindness, and she is known for her passion for serving members and staff. Many of her co-workers speak highly about her gentleness and joy, and she was recognized by Liberty's executive staff with the Mission Award at the 2016 All-Employee Summit for her commitment to excellent member care. We are thrilled to give readers the chance to get to know Leslie through the blog today.

How long have you worked for Liberty HealthShare?

I will be with Liberty HealthShare four years on Thursday the 14th!

What industry did you work in before coming to Liberty?

Before coming to Liberty HealthShare, I worked in Customer Service. I love being able to help people and resolve issues.

What made you think Liberty would be a good fit for you?

I loved the concept of a small organization. When I started with Liberty HealthShare, there were under 20 employees at that time; little did I know it would turn into 200 in a such short period. I knew that I could put my skills to use and help people every day!

What does a normal day look like for you?

Besides the regular emails and calls that I do on a daily basis, you can find me coaching and assisting co-workers. I do my best every day to resolve any issues that might arise and come across my desk. My main goal every day to be able to provide fellow co-workers with more knowledge than what they started the day with.

What is the best part of your job?

I love interacting with my fellow co-workers and members. I love to coach and mentor staff to be the best they can be. It is important to me to be able to resolve escalated member issues and be able to put them at ease. Getting calls or emails thanking me for everything that I did to help a member is what matters at the end of the day to me.

Are there any member stories that have impacted you/any that are a particularly proud moment for you?

Absolutely, I would like to speak on something, which is the very reason that we, and myself especially, come to serve our members every day.

A member called in letting us know that her baby is only 21-weeks gestation. His major organs are formed outside of his body including his liver, stomach, intestines, and most of his heart. On top of these conditions, he also has a rare heart condition caused by a combination of four different heart defects. All of these conditions are operable and have a high chance of survival, but because the baby has them all, the doctors don’t believe he will make it to term and if he does, he will not live but for a few minutes to maybe a few hours.

This incredibly amazing and strong mom just wanted our prayers. She wanted our staff and member’s prayers, first for a miracle, but foremost that she makes it to term so she can hold her precious baby boy and for him to leave with comfort and peace in her arms.

I was incredibly blessed to be able to speak with this mom. I had thousands of memories flash back, as I went through something similar with my son Chase who was born with CHD and passed away because of it at just seven months old. I knew that it would be comforting to hear from another “heart mom” and was sure she would feel the same.

When I spoke with her, she let me know his name. They decided on the name Amos, which means strong, carried, and brave. This is why we do what we do. We are here to serve our members first and foremost, and I will forever be grateful for that.

Is there anything else you'd like to share?

I have an amazing four-year-old boy named Anthony and two soon to be stepdaughters Mikayla and Madison. I am getting married to my amazing fiance on March 30, 2019, and I couldn’t be any more excited to start our journey. In my spare time, I love spending time with my family and friends, especially at my dad’s cabin by the lake.