It started when someone asked, "What can we do to help?" A true story.

There once was a member who couldn’t remember when to pay her bills. She called our Member Services team often to check. Our team always answered her questions, but soon enough, she would call again.

Our Member Services team knew there had to be a way to help her remember. What did they do? They created a calendar for her, pre-marked with the dates the bills were due for the entire year. Her care manager hand delivered it to her home.

Soon enough, the member called again. But this time, it wasn’t because she forgot. This time, it was to say thank you to the team for their extra thought and consideration; she had the calendar on her fridge, and she loved it.

It might not seem like a calendar is a big deal, but to this member, it was.