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Everyday MVPs: Michael and Susan Are CaptionCall’s Feet on the Ground
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Central Florida Account Manager Michael McQuilkin
Account manager Michael McQuilkin serves hearing health professionals in central Florida. He’s been with CaptionCall for 12 years — as an account manager, outreach specialist, and a trainer, so it’s fair to say he’s seen every aspect of the impact of call captioning service.
Michael says one of the best things about his tenure with the company is that he runs into people whom he’s helped get CaptionCall and gets to hear them gush about what it means to them. Those people and their stories stick with him, even years later.
Only a year into his career with CaptionCall, Michael recalls setting up service for a young woman with profound hearing loss:
“Her husband had signed her up to receive a CaptionCall phone, but she didn’t want the phone AT ALL. She reluctantly agreed on her husband’s pleading. I finished the install and as I showed her how the phone worked I saw her face soften as the realization of what the phone could do washed over her. She understood how the phone could change her life. It gave her back her independence and reconnected her to her family. At the end of the install she was in tears of happiness and gave me a very warm hug. That was 11 years ago; I will always remember her.”
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As an account manager, Michael still revels in the opportunity to make a difference for the people who use CaptionCall, but also the providers who use it to enhance the care they can offer patients.
He urges providers to refer eligible patients for CaptionCall who can’t afford hearing aids immediately or are waiting on help from insurance to cover some of the cost. It’s a way providers can offer help right away for people who need it while working out the rest of a comprehensive treatment plan. [In fact, with CaptionCall Mobile, patients can start using call captioning before they even leave your office.]
A big heart has kept Michael in this field for so long, and he shares that heart with his wife and three daughters who’ve turned him into a “girl dad” who spends his free time having picnics, flying kites, and — of course, in central Florida — taking frequent trips to Disney World.
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Central Alabama Trainer Susan Hirras
Susan has been a trainer with CaptionCall for more than five years, working one-on-one with customers to set up CaptionCall for them in their homes.
Although no two days are the same — and she loves that about her work — there’s one common thread across many of her appointments: customers and their families echoing the question, “Why am I just now hearing about this program?” Many of the people Susan connects with CaptionCall would never have found out about it if not for a referral from their hearing health provider and would have signed up sooner if they’d known it was available.
Susan says the best part of her interaction with customers is when they ask her to stay a few minutes after their installation while they make their first call to a family member, whom they haven’t been able to talk to on the phone for so long because of their hearing loss, and seeing the joy and relief it brings people on both sides of the call:
“One thing that resonates with me is the fact that we are not only providing peace of mind to the customer but also to their entire circle of family, friends, healthcare providers, etc. as they reconnect to the hearing world with confidence through our captioning service.”
The impact CaptionCall has on entire families hits close to home for Susan, who spends most of her hours outside work cherishing quality time with her own family of five grown children and 13 grandchildren. She says her weekends are full of grandkids’ sporting events and cooking for the whole family.
