It started as a routine next-level call escalation that quickly spiraled into anything but ordinary, one that Supervisor Tuesday Maxwell-Araujo soon realized was a matter of life and death for the woman on the other end of the line.

“I can’t breathe! If I pass out, no one will find me.”

Tuesday pieced together that the member needed an immediate virtual doctor visit, because she  couldn’t cough enough to clear her lungs and  kept choking. As the member’s breathing became more labored  and her voice weaker, Tuesday determined  the lady needed much more than a virtual visit and frantically began researching options to help. “I advised her that I thought she needed Emergency Medical Services, but she declined. At that  point, I decided not to  let her go until I could   get someone to stay with her,” Tuesday recalled.

A Bad Situation Turns Progressively Worse

As the member became increasingly unresponsive, Tuesday feverishly ran through procedures for handling these types of situations in her head, realizing time was not on her side. “I reached out to TL, because as per guidelines, member wants & wishes, and other obstacles can be in the way when the member tells you they’re in distress. You have to respect what they will allow you to help with. I offered to call anyone to come help her, and quickly confirmed she was at her home to be able to direct help,” Tuesday explained.

She connected with the BlueCross BlueShield 24-hour nurse line and relayed what was happening. Refusing to disconnect from the member, she initiated  a conference call with the three of them, compassionately staying on the line.. The nurse quickly confirmed everything that Tuesday had shared and convinced the neighbor to let them call Emergency Services. Through it all, Tuesday stayed on the line to keep the member talking and alert while the nurse arranged medical help. Both of them stayed on the line  with the member until help arrived. Paramedics transported the member to the hospital. Having helped as much as she possibly could, Tuesday promised to call the lady’s daughter to inform her  where her mom was being taken for treatment.

When asked how she stayed calm until medical help arrived, Tuesday selflessly replied, “My focus was on her. What was going on for me wasn’t important in that moment.”

After paramedics arrived, Tuesday reflected on her immediate thoughts and emotions.“Thank goodness she had the presence of mind to ask for a supervisor. Thank God for all the challenges I faced in life that made me capable of noticing the change in her voice and behavior. I thanked God for not allowing me to disregard the real situation and look past her request to just get her a virtual doctor’s appointment. A lot of our members don’t know when they need help or what kind. You have to listen to everything going on sometimes, and not just what they’re saying.”

And then, despite the emotional rollercoaster she just endured, remained grateful.      “I knew she wouldn’t have made it through the night and hoped, with all my heart, that what I did allowed her to,” she shared.

How the experience changed her outlook on working at ResultsCX

“That call made me think about every struggle and moment I’ve had while being part of the ResultsCX family and BlueCross BlueShield team. They gave me the tools and resources to be able to save her.  Despite all the hard calls, frustration, and other struggles, this right here is why I do it every day – to make an impact, a real impact, on our members’ lives, one call and one person at a time.  Always hope for the good, and know how to overcome the obstacle in front of you. It reminds me we should do all we can to make a difference with each person we come in contact with. Moment to moment, it all makes a huge impact, even if it sometimes doesn’t feel like that. It made me determined to keep pursuing what we strive for as a company, as a team, and as people in this world – to make a positive impact,” Tuesday explained.