Five-Star Service and the Power of Showing Up in Person

OnePoint Patient Care

OnePoint Patient Care Account Manager Loni Fosburgh has been Working Smart and Doing Good in Tempe, AZ. Honored with the Five-Star Customer Service Award, she has built a reputation as someone who exemplifies BrightSpring’s LEGACY value of Communication, the kind that turns tense beginnings into partnerships that last.

Loni has onboarded many new hospice partners, including several relationships that started out strained or uncertain. The onboarding of Holy Savior Hospice was one of the harder ones, carrying extra scrutiny after a difficult first attempt. Loni worked through the hurdles with patience, and a second onboarding went smoothly. She believes in showing up in person, and she is the first to hop on a flight to sit down with a partner face to face, because she knows trust is built long before it is earned professionally.

“With Holy Savior, I took special interest in asking about her family and understanding the personal things that drive her,” Loni shared. “I was able to build a true relationship from there.” Service Delivery Director Lucille Walker describes Loni as “boots on the ground, supporting clinicians face to face with patience, understanding, and kindness.” That groundwork has a purpose beyond the partnership: when the behind-the-scenes work goes well, hospice patients get timely access to their medications and clinicians have more time to focus on comfort and compassionate care.

Congratulations, Loni. Your commitment to Communication keeps teams connected and keeps hospice patients and their families well cared for.

Work Smart. Do Good.