The Daily Dose
Medicare made easy with Aisha: Your go-to CDPHP expert at Wellness Way
When you visit CDPHP Customer Connect at Wellness Way, you are sure to see a friendly face behind the desk. That’s Aisha White – probably showing her CDPHP spirit by wearing her bright green sneakers, and definitely wearing a smile!
Aisha’s Southern charm and hospitality, courtesy of growing up in the Outer Banks of North Carolina, is perfect for supporting customers through the sometimes-stressful intricacies of understanding their health plan options. Now that she’s called Schenectady home for nearly two decades, her local pride is contagious. You might run into her shopping at the grocery store, cheering on her 15-year-old daughter at school volleyball games, or exploring local spots around the Capital Region.
You’ll also see Aisha at CDPHP seminars and community events, educating community members about their Medicare options. Aisha is passionate about her job and loves helping people assess their health needs and finding a plan that works for them.
“When it comes to understanding health plan choices, it is not the easiest thing at all,” Aisha says. “We are helping people make the best decisions for them.”
Aisha is one of the many Medicare experts here to help current and future members make health plan decisions. She works at the Customer Connect office at Wellness Way, but her colleagues can be found at other locations around the Capital Region. For those eligible for Medicare, getting face-to-face service can be hugely important and comforting. Reps, like Aisha, are here to be a source of knowledge, a friendly face, and your CDPHP Medicare Advantage plan expert.
We sat down with Aisha to learn more about her journey working with CDPHP, common concerns she hears from members, and what it means to be a part of the CDPHP family.
Over her 15 years at CDPHP, Aisha has worked in member services and billing and is now part of the Medicare team at Wellness Way. She’s learned a lot about health plans and Medicare, and she’s proud to use that knowledge to support current and future Medicare members like you.
When sitting down with a prospective new member or current member, Aisha always starts with an assessment of what’s most important to the customer.
“I’m not selling to myself,” Aisha says. “I know what I need, but what I need to hear is what prospective members need, and then I can provide that value to them.”
Common Medicare Questions and Concerns
Aisha commonly gets questions about prescription eligibility, age of enrollment, and the prepaid Benefits Mastercard used for dental and other benefits. Her role is to provide answers and peace of mind. After all, Medicare can be stressful and confusing, and in addition to problem-solving, Aisha also supports members and customers through those challenges.
“We are taking on your fears, your anxieties, and your worries,” Aisha says. “I want you to feel comfortable with me and the process. You have to trust me to take what I’m saying.”
Some of Aisha’s most rewarding customer memories include times when she was able to calm the anxiety someone was feeling about their health plan options.
Aisha remembers a Medicare-eligible couple who came in, distraught and confused by their options. An hour and a half later, “you could literally see the wife’s tension start to release out of her body,” Aisha says. “When we finally got them enrolled and I told them they were going to be okay, she began to cry.”
That experience had a huge impact on the couple. Over the next few weeks, they ended up bringing friends and family to see Aisha, get enrolled in a health plan, and feel the same relief that comes from getting help from a trusted source.
Aisha’s work with existing members is just as impactful. She reminds you about your many benefits, including the prepaid Benefits Mastercard that can be used for dental cleanings or over-the-counter products. She also recommends that you look at your plan each year during the Annual Enrollment Period (AEP) to make sure it still fits your needs – and if it doesn’t, Aisha or one of her team members can help you find a better fit.
“Maybe you’re thinking about becoming snowbirds, so we need to make changes with networks. Someone may have gotten sick, and so now you need to see doctors down in New York City or Boston,” Aisha says. “We need to look at what makes the best sense for you.”
The CDPHP Family
That trust is crucial, and why it is so important to have someone kind and supportive like Aisha behind the desk at Customer Connect. When you sign up for a plan, Aisha says “Welcome to the CDPHP family” – and she means it. With Aisha, and the entire CDPHP team, you are all family.
“We want to make sure you feel like you belong here, and you are able to take advantage of the services we offer right here,” Aisha says. “You do not have to travel all over the place and get transferred a million times. We’re right here.”
Got a question, or just want to meet this CDPHP superstar? Stop in and see Aisha or any of our Medicare experts (they’re all superstars!) at Wellness Way or another CDPHP Customer Connect location. Even the most worrisome days get easier when you’re sitting down face-to-face with someone who is ready to go to bat for you.
You’re welcome to call ahead or email to make an appointment, but Aisha also encourages drop-ins.
“As long as there’s no appointment in our chair, you can come and have a seat with us,” Aisha says. “Come in and chat. Even if I don’t know the answer, I know someone who does.”
And be sure to take a peep at those CDPHP-green sneakers!
Alicia Kelley About the Author
Alicia joined CDPHP in 2005 and is currently Vice President, Government Programs. In this role she is responsible for the growth, retention and oversight of the operational administration of our Government Programs and Individual Medicare Advantage plans. Prior to working at CDPHP, Alicia worked as a Facilitated Enrollment Specialist for Healthy Capital District Initiative, a local not-for-profit, assisting community members in obtaining access to Medicaid, Family Health Plus, and Child Health Plus. She received her bachelor’s degree in Political Science from Siena College, with a minor in Sociology.
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