Stories are pretty powerful and, from time to time, you hear one that makes you take a step back and really think. When I was reminded of this story, I couldn’t help but share. It says a lot about what makes CBE unique in our approach to working with consumers. Every day, we talk to hundreds of thousands of consumers, each in a situation unique to them, connecting them to solutions in one way or another. It’s not WHAT we are doing that makes an impact. It’s HOW we do it.
To share this story, let me introduce Harley Wilson. He’s been with the company for nine years and has worn many hats in that time. He started as a trainer, moved into operations management and is now on my partnership development team. He’s a character — full of passion, wit, success and hardship, and the utmost ethics and integrity. He’s very respected by staff at all levels and a true leader at CBE. I think you will see why …
One of the reasons I love CBE is because of who we are and what we do.
I was at work one day when my mom called me, sobbing. I could not understand her. Once I got her calmed down, she told me a collection agency called her. After explaining her situation to them, they simply, and rudely, told her she just needed to pay her bill. You see, she had cancer and had just moved from the home she grew up in to a rental where she was cared for by hospice. I was so outraged that my mom would be talked to that way in the last weeks of her life.
That’s why I am so passionate about CBE and HOW we do things. We will not be successful at the expense of a person. That’s not a win-win situation. I have shared my story and what my mom went through with every new hire class since she passed – because stories have a way of impacting people by sharing real examples of culture and ethics. It shows why it’s important to truly want to help each person they talk to on the phone – because it’s someone’s mom or son, daughter or family member and everyone is fighting their own hard battle. It’s our job to help them. The last thing I tell every new hire is this “Make the life of the person you call better because they got a call from you at CBE.”
I know companies need revenue now more than ever. But I also know they can’t afford to tarnish their name and reputation by collecting a dollar at the expense of human dignity. One of the reasons I joined the Partnership Development team was to connect CBE’s collection philosophy with healthcare systems that truly value treating patients with the respect and dignity they deserve. I’ve made a commitment to myself to do all that I can to make sure no one else has to get a call from a loved one like I did that day.
Director, Partnership Development