From my first interactions with the Tomorrow Health team, I was amazed by each person’s deep knowledge of the home-based care space paired with a real passion for what the company is doing. Everyone has a personal connection to why improving home-based care is critical and that passion is felt in the work the company is doing. On the Customer Experience team, you can see how personal each Care Advocate takes their role on each call answered, email sent, or order processed. While we try to build a more seamless experience through our technology, it is evident that each care advocate takes it upon themselves to go above and beyond for every patient’s order they touch.

I knew I found my home when I heard Tomorrow Health’s core value “fight like hell for patients”. When I explain working in the world of Customer Experience to friends and family, I sum it up as going above and beyond for the customer. In healthcare, that means improving patient outcomes. It is my role to make sure that no one loses sight of how each decision will impact our patients’ care. After over 10 years working in Customer Experience and Operations, I’ve learned the importance of working for a company that truly puts the patient ahead of anything else. How can a healthcare company be considered successful if the patient isn’t at the forefront of every decision that is made or product that is built?  

Shortly after starting my time at Tomorrow Health, I saw firsthand two Care Advocates who were determined to get a young man the supplies he needed for his urology treatment. After running out of his supplies, the patient needed support immediately or there would be a gap in care. The team worked tirelessly to ensure the patient received samples to hold him over, then made over 30 calls coordinating with the patient, provider, supplier, and insurance company to ensure the patient received the correct amount of supplies so the patient would not face a potential gap in care again. 

In another instance of dedication from our Care advocates, a patient was hesitant to use a CPAP machine to treat their sleep apnea when reaching out to Tomorrow Health, given a poor experience previously using the machine. The Care Advocate used his extensive knowledge on both the product and the supplier network that would be providing the CPAP machine to reassure the patient that the supplier would help with set up and fittings. Holding the patient’s hand through a daunting experience with their medical care put the patient at ease, while pairing the patient with a high quality supplier allowed the patient to successfully start treatment for their sleep apnea and improved their quality of life. 

I could recall story after story about the incredible team I work with every day on the Customer Experience team. But at Tomorrow Health, the focus on patient experience goes beyond my department. Whether it is our operations and product teams driving hours to visit doctor offices to get feedback on a new product feature or the marketing team combing over CSAT feedback, fighting like hell for patients is not just a statement on the website but embodied by every department and every employee. The most exciting part is we are just getting started! To create change in a broken system we focus on change from within, better understanding how the system works and working relentlessly to innovate and push for a better tomorrow. We aren’t done fighting like hell for patients and building a technology that unlocks value for our partners. The most exciting part is that with each new product rollout or launch, improving each and every patient’s quality of life is at the very center of what we do.