Leading with compassion to help a Surest member fight cancer
Helping members with compassionate care
When Dana Penhaker found out she had small cell carcinoma, a rare type of lung cancer, following her annual physical, her life was turned upside down.
“Finding out that I had cancer was devastating,” she said. “It’s an awful shock to the system. You don’t know how to feel at first. Your normal little life that you had built for yourself disappears and the cancer takes over every aspect of your life.”
She knew she had a hard fight ahead of her and though she was still reeling from the news, she focused her energy into next steps. That meant getting a procedure called a bronchoscopy to determine the best course of treatment. However, Dana was initially told the procedure would cost her $3,000 out of pocket. Dana feared post-procedure treatments would also be out of reach.
“When you’re going through everything, that’s an awful lot,” she said. “I knew that I would not be able to afford to fight this cancer. And I would have to decline treatment.”
Without treatment, Dana was given eight to 11 months to live.
Dana tried calling other hospitals to find a lower price, but feeling frustrated and defeated, she made a call to her Surest health plan.
“My mood going into the call with Surest, I was distraught. I was frightened. Here I am having all these problems and not being able to afford care — just the fear that comes over you, there’s no words for it,” Dana said. “Linda picked up the phone and she put me at ease right away.”
Linda Stewart, a senior customer service advocate for Surest, said she starts each call with the members she serves with compassion — something she learned from her mother, who inspires her every day.
“Walking in their shoes is something that I’ve done,” Linda said. “I answer the calls with a smile on my face because my mother had that. I was my mother’s caregiver and she lived a long time. The compassion she had for people is paramount for me.”
When Linda’s mother passed away at 102, she felt compelled to continue her mission of leading with compassion and care for others in the same way her mother cared for everyone she met.
Linda listened to Dana’s concerns and could hear the pain in her voice, as she weighed forgoing treatment.
“She was just going to go home, forget it and die — those were her words,” Linda said. “I said, ‘Well Miss Dana, let me tell you, dying is not an option. Not if we can help it.’”
Linda got to work and discovered the initial $3,000 quote was based on incorrect procedure codes. She was able to correct the issue with Dana on the line hearing first-hand that she could afford the procedure. Linda even helped Dana get the procedure scheduled and Dana began her treatment journey. Linda also educated Dana on how to search for treatment costs upfront going forward through her Surest health plan.
Linda wrote an email expressing her gratitude for her experience with Surest and especially, Linda. In part, she wrote, “I just can't say enough about the wonderful employee your company is blessed to have working for you. Our call had tears shed together … she saved my life.”
“She showed me how I could ensure I was getting the correct cost quotes — it’s going to be in network and it’s going to be affordable,” Dana said. “I have someone here on my side and I could focus on my treatment and trying to fight this and get better. I wouldn’t have accepted treatment if it wouldn’t have been for her.”
Linda and Dana, both from Texas, had the opportunity to meet in person for the first time. In that meeting, Dana thanked Linda for her compassionate care and comforting assistance.
“Linda made all the difference,” Dana said, looking at Linda. “She made me realize I had the ability to fight this cancer. You’re my angel.”
Learn more about the Surest health plan.
