A call that took a critical turn

Agility and quick thinking are part of the job—but sometimes, they can mean the difference between resolving an issue and saving a life.

What started as a routine call about a declined Spendable card quickly escalated. The member, unable to purchase food, reached out for help. ResultsCX Associate Carolon immediately began investigating, only to uncover a more serious issue: the member’s Medicaid coverage had been terminated, which had caused her plan to be canceled.

Recognizing a crisis

As the reality of the situation set in, the member became distressed—expressing fear, confusion, and even suicidal thoughts. She began experiencing physical symptoms, including chest pain and difficulty breathing.

Carolon recognized the gravity of the situation and responded with calm and compassion. Using de-escalation techniques, she provided steady support while alerting her supervisor, Cody, and the escalation team. Together, they swiftly contacted 911, even navigating jurisdictional delays to ensure emergency responders reached the member as quickly as possible.

A team effort that made the difference

Carolon stayed on the line, offering reassurance until first responders arrived. She even helped guide them into the member’s home.

“Having my supervisor right there helped me stay clear-headed and take the right steps,” Carolon shared.

This powerful moment reminds us that every interaction matters. At ResultsCX, we’re proud to empower associates like Carolon to act with empathy, resilience, and readiness—because being there for our clients and their members means being ready for anything.