Claim Team Leader, Plantation, Florida

Working the third shift at a manufacturing company can be difficult. It's not necessarily more physically demanding than working a different shift, but it's certainly harder to address work issues that may arise when other companies are closed at 3 a.m. Aetna takes great pride in offering tools to help answer members' questions at the time they need answers, and Lucille Lima took these claimants' needs to heart. These members work for a customer that operates 24 hours a day; and as a result, they may call in to Aetna's Disability Claims team at any time.

Lima put herself in these claimants' place and found a way to help callers get answers at their convenience. Her desire to meet the needs of the people she serves resulted in improvements to the phone system that better anticipate claimants' questions and get them the information they need for routine issues. Her creative ideas have helped Aetna serve our customers more efficiently and most important, with improved satisfaction, both day and night.   [Click here to read the transcript of this employee's story]