Emergency -

University of South Florida

USF Health’s Erica Rabeau earns Culture Coin for helping patient

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Erica Rabeau recently received a Culture Coin from Dr. Mark Moseley, Chief Clinical Officer at USF Health, for assisting a patient with billing problems.

Ms. Rabeau, Revenue Cycle Operations Front Desk and Financial Specialist supervisor for the Department of Psychiatry and Neurosciences, earned the recognition for her efforts in helping a patient navigate questions about her billing and health insurance.

In an email to Dr. Charles Lockwood, dean of the USF Health Morsani College of Medicine, the patient lauded Ms. Rabeau’s efforts helping her navigate issues with her health insurance over several months. “Erica Rabeau has been very kind and professional dealing with me and handling the situation,” the patient wrote.

The patient said she was grateful for Ms. Rabeau’s assistance. “I don’t think anyone, outside of family, has shown me so much kindness,” the patient wrote.

Ms. Rabeau said she actively listens to patients to either fulfill their requests or come up with options that can still achieve their goals. She said she is “a fan” of using USF Health’s adopted C.A.R.E. (Connect, Appreciate, Respond and Empower) technique for assisting patients. She also said she will coordinate with other teams for more complex patient concerns. “I review with the patient and find common ground on their concerns and expectations, develop a plan for resolution, and follow up to make sure the patient is completely satisfied,” she said.