(Light music playing.)
The team was created in response to
the changing dynamics in healthcare.
So at that point in time, we started to see a lot of denials.
And patients having difficulty
getting access to the mediations and treatments
that they really needed.
When we get a denial on a patient,
the first thing that we're going to do
is review medical polices for the insurance company.
Every insurance company is different, and
things that they ask for are going to be different
and specific to each patient's plan.
So, once we have that knowledge base,
then we focus in on what that individual patient
is experiencing, what their symptoms are,
what medications they may have tried in the past are,
and we write a letter that is specific to them.
I called the patient, and I said, you know,
Not only did we get it approved,
but we got it approved for you for a year.
I remember saying, "That just made my day."
And the patient said, "You just made my life!"
And I get goosebumps just every time I think about it.
Because it's such an incredible feeling
to know that you had that kind of impact.
You know, it's challenging ...
and rewarding all at the same time.
We are an advocate for these patients.
We treat them ... I always think of them
as my mother, my brother, sister, father.
How would I like to be treated if I was in this situation?
And I treat my patients the same way.