Compassion: The Heart of Social Care Advocacy

Before I started working for BeneLynk, I had an interview with Keslie Crichton, our Chief Sales Officer, and Kristen Dodd, our Director of Marketing. Long story short, my interview went sub-optimally (to put it nicely). Despite this, I received a call from Keslie a couple of weeks after the interview, and what she said left a lasting impression on me. She said, “I want to know that you’re passionate about helping people because, at the end of the day, that’s what we’re all doing. Although marketing and sales may not directly speak with members, what we’re doing still matters, and I need to know that you are passionate about this – about helping people.”

Having worked clinically for the preceding four years, I had firsthand experience with how health disparities affect low-income seniors, especially those from racial minority backgrounds. I saw patients who hadn't received care in DECADES and witnessed how they interacted with the healthcare system differently. Keslie needed to hear my commitment before offering me the job. More than anything, that phone call taught me a profound lesson about BeneLynk and the compassionate individuals who make up this organization.

Compassion in an Impersonal World

In a time when medical treatments and technology are evolving at an unprecedented pace, it is crucial to remember that healthcare is fundamentally about people caring for people and that very few virtues are as central to this endeavor as compassion. This rings true especially when working with low-income, older adults.

Compassion is not just a soft, sentimental concept; it’s the foundation upon which we build meaningful connections and provide exceptional advocacy to health plan members. It’s the guiding principle that defines the care we provide, and it’s at the heart of what we look for in our employees and advocates.

The Unique Needs of Our Members

The majority of those we assist at BeneLynk are low-income, older adults - a majority of whom face unique challenges. These challenges include language barriers, literacy obstacles, and social risk factors associated with veteran status, among others. We strive to address these diverse needs and provide comprehensive assistance to ensure the well-being of those we serve. Compassionately assisting older adults means recognizing the unique challenges and needs of this population and responding with kindness, patience, and respect. As people age, they often face a myriad of physical, emotional, and social challenges. This is where the role of a compassionate social care advocate becomes crucial. Whether it's helping them navigate the complexities of healthcare, connecting them with support services, or simply being a friendly and empathetic ear, our social care advocates play a vital role in improving the quality of life for our older adults.

Delivering compassionate healthcare is the cornerstone of building trust with the Medicare Advantage plan, and it can help establish a deep and lasting connection between health plan and member. This trust is rooted in the belief that their plan genuinely cares about their comfort, dignity, and quality of life and helps foster open communication, better health outcomes, and plan loyalty.

What We Look for in Our Advocates

We understand that compassion allows us to better care for our aging population. When BeneLynk hires, we seek individuals who not only possess the necessary qualifications but also demonstrate an unwavering commitment to compassion and empathy in their work.

Here are some key qualities we look for in our 500 employees and advocates:

• Empathy - As social care advocates, it is crucial that we put ourselves in the shoes of the elderly individuals we care for. Many of the members we provide outreach to are going through difficult times, so it’s essential that our advocates show empathy and demonstrate understanding when members share their fears, concerns, and needs.

• Respect and Dignity – Treating older adults with respect and dignity is a fundamental aspect of compassionate and ethical social care.

• Communication Skills – Compassionate communication is an art. Our advocates excel in expressing empathy through both words and actions. Clear, kind, and patient communication is essential for building trust and ensuring seniors feel heard and valued. At BeneLynk, we elevate this practice by strategically hiring advocates who are bilingual, enabling us to provide member support in a multitude of languages such as Spanish, English, Creole, Mandarin, Korean, Vietnamese, and Cantonese.

• Patience – Our advocates possess the patience to listen, explain, and support our clients’ members. Compassionate care isn't rushed; it's unhurried and attentive.

Training for Compassion

BeneLynk also provides comprehensive training to ensure our employees and advocates are well-equipped to deliver compassionate care. Our training programs emphasize the importance of understanding the unique needs of older adults, effective communication, and best practices for maintaining empathy throughout the care process. This, in combination with our Lynk360 technology, helps guide our advocate during member communications, ensuring that members receive outreach that is both consistent and caring.  

Improving Lives with Compassion

At BeneLynk, compassion is the heart of our organization's mission to improve the lives of the 21 million members we serve. As we navigate an increasingly impersonal world, our social care advocates stand as beacons of compassion, ensuring that every interaction contributes to the well-being and dignity of our older American population. Through comprehensive training and dedication to cultivating compassionate care, BeneLynk strives to make a lasting impact on the lives of those we serve, fostering a healthcare environment where empathy is as crucial as medical expertise.

To learn more about our mission to reduce health barriers and improve managed care lives, reach out to sales@benelynk.com!