Meet Gloria Hall, Outreach & Enrollment Specialist.
The CHPW Call Center teams are licensed, friendly, and they know what works in Washington—because we’re based in Washington. We asked Gloria a few questions so that our community can get to know her and her work.
I have been with CHPW for around 4 years and my title is Outreach & Enrollment Specialist. I’m part of a licensed team that answers incoming phone calls and emails from both current members and potential members to answer questions and sometimes just talk. We will also reach out to members to follow-up on questions or to provide help. The team will answer questions about Apple Health (Medicaid), Medicare Advantage plans, and Cascade Select Individual & Family plans that are available through the state. A lot of the calls are about helping people figure out their health plan options, or to figure out their eligibility and walk them through the enrollment process. We will also help members review their plan benefits and talk about programs that are available to them, or how to find support nearby in their community. We strive to make sure they receive the best customer service possible when calling into CHPW.
What about the role or CHPW inspired you to apply for the role?
When I applied for the CHPW Outreach & Enrollment Specialist position, I had past experience in Medicare sales, and I had worked in a call center environment. I also knew about CHPW from a previous job where I had helped people enroll in Medicare Advantage plans in Eastern Washington. However, I did not know as much about Medicaid or how a Medicare Advantage Dual Plan is connected. I felt this job would provide me something new to learn while giving me the chance to connect all the dots.
How do you help callers choose a Medicare plan?
I listen, and then I take the time to make sure I understand what they are seeking. I find that if you start by building a relationship and take it one step at a time, you can really accomplish things. Often, I will use myself as an example. I have turned 65, so I know the process as I went through it to make sure I was enrolling in the right plan. Some of the things I go over with prospective members to help them identify a healthcare plan that fits their needs:
- What benefits are important to you?
- Which doctors are in the CHPW network? Is there specialist care you need?
- What are you able to afford financially if something major were to occur?
It is all about matching their needs with the plan that best fits them.
What is something you have recently learned or accomplished that you are proud of?
Whenever I help someone with their enrollment, I feel a sense of accomplishment. People have a lot of choices, and there are some plans that are very similar or may have benefits we may not offer. When they select CHPW for their Medicare/Medicaid plan it makes me proud they entrusted us to provide them with their health care needs. When they say, “thank you Gloria”, it puts a smile on my face.
When I started selling Medicare, I did not realize all the confusion people go through trying to figure out how all this works. As I travel down this career path, I felt this was a mission from above given to me to continue to help people through the health insurance process. When I came to CHPW and I was able to see how I could help someone figure out how to find the health care plan they need, it confirmed my mission.
What is your favorite season in Washington state and why?
I was born and raised in Seattle. The month of August has always my favorite month. Vacation time. I have relatives that will visit during this month (no rain!) for Seafair, hydro races, Blue Angels, visits to the zoo and Seattle Center. I really like having family here to enjoy the best of Seattle summers.