Caregiver Spotlight: Jonathan Taylor

Jonathan Taylor, or JT as many know him, joined Providence Health Plan (PHP) in March 2019 as a Customer Service Coordinator. His journey with PHP continued as he moved to the Providence St. Joseph Health (PSJH) Navigator role in November 2020, where he handled complex care management and billing issues for PSJH caregivers. In April 2023, JT stepped into his current role as an ASO Senior Technical Specialist, Call Coach.

Before joining Providence, JT built a solid foundation in customer service through 20 years of call center experience at companies like Mastercard and Comcast.

Career Journey

As a Call Coach, JT monitors interactions between ASO Customer Service Caregivers and members, providing guidance on how to effectively utilize resources to address member inquiries. The ASO Customer Service team handles a wide range of questions including provider access, benefit coverage for alternative care, medical services, behavioral health, durable medical equipment, claims, prior authorizations, appeals, grievances, and more.

JT focuses on training caregivers with product knowledge and soft-phone skills to meet or exceed Service Level Requirements and Performance Guarantees. His particular emphasis is ensuring that customer service representatives not only answer members' questions but also educate them, helping members learn something new and gain a better understanding of how to maximize their benefits.

Notable Achievements

Recently, JT spearheaded a project bringing together caregivers from the Performance Improvement Department and Call Coaches from Commercial & Public Programs Customer Service teams. This initiative streamlined call evaluation processes, improved feedback mechanisms to leadership, and enhanced Customer Service approaches to help with CAHPS Surveys in the "Strive for 5" effort.

Work Philosophy

JT's work philosophy is simple yet powerful: "Treat others the way you want to be treated." He feels blessed to work with the amazing people in the ASO department at PHP, where he sees everyone truly living Our Promise to "Know me, care for me, ease my way" as they converse with over 1,000 members each month.

Looking Ahead

Outside of work, JT and his partner are currently experiencing the joys (and challenges) of teaching their 16-year-old daughter how to drive. When he's not being reminded by their two orange cats, Tigger and Socks, that "dinner is late," JT can be found on the river fishing for salmon or using tongs as a microphone while smoking meats on the barbecue and listening to classic rock.

Passion and Purpose

"My passion is helping people have happy and healthy lives," JT shares. As a call coach, he finds joy knowing that he's not only helping members understand how to get the most out of their policies but also helping caregivers develop skills to further their careers at PHP. "It really is a WIN-WIN for me!