"I want to make a difference in the lives of others."
In honor of Customer Service Week, (October 4 – 8), we talk to Latoya Staton, Associate, Customer Care, who discusses her unwavering commitment to customer service, and the importance of making a difference in customers’ lives.
What’s your role at ConnectiveRx? I started out in customer service, where I would assist callers with anything from basic program questions to helping with enrollments. Once I got comfortable with taking calls, I began to assist with processing claims that would provide our patients with financial assistance to help them afford their medication. I have worked on several different programs and have learned so much. I’ve been asked to assist the new associates via the chat, I sit in on meetings and also assist with new training materials. My current role is Subject Matter Expert for GSK where I get to utilize all the wonderful training and knowledge I have gained while at ConnectiveRx.
Why did you decide to pursue this career? I want to be able to make a difference in the lives of others and I believe that working for a company that is determined to help people afford medicine that can improve the quality of their life is a great place for me.
What makes you good at patient support and customer service? I’m compassionate and understanding. I love problem solving. I have great listening skills, which proves to be very essential when dealing with various callers. I believe in staying well informed on changes and updates so that I can provide the best customer service experience possible.
Which ConnectiveRx value resonates with you the most and why? I would say Collaborative resonates with me the most. The culture at ConnectiveRx is very inclusive. I find that you can have discussions with associates, team leads, supervisors and management and they are not just listening to you talk, they are hearing your thoughts and ideas and for me that is very rewarding.
When you’re not working, what are we most likely to find you doing? I’ve been trying my hand at gardening. When I was growing up my grandparents always had a garden in their yard, and I can remember how proud they were at harvest time. So, depending on the seasons, you’ll find my inside or outside attempting to grow anything from the many varieties of tomatoes and cucumbers to eggplants and broccoli.