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At Retina Labs, our mission to help health plans close critical HEDIS gaps in care starts with compassionate people who connect with their members every single day. Teiky O’Neal, one of Retina Labs’ Lead Member Outreach Specialists, displays passion, professionalism, and deep personal healthcare expertise through every member phone call she makes.
From Humble Healthcare Roots to Leading Member Engagement Initiatives
Teiky’s journey into healthcare began early on in life, often centered around her mother’s inspiring stories shared over time through her career as a nurse. Before joining Retina Labs in December 2020, Teiky worked in nursing homes, assisted living facilities, and at the Vanderbilt University Medical Center Children’s Hospital, where she supported the pediatric otolaryngology and surgery departments.
That hands-on experience gathered from working with both clinicians and patients prepared her well for her current role in helping health plan members understand and complete their preventive care screenings from the comforts of their own homes.
“I’ve always loved helping people,” says Teiky. “When I joined Retina Labs, I saw how our work truly makes an impactful difference and not just for health plans, but for the individual members we serve every day.”
Creating Personal Connections with Members to Drive Care That Matters
As a Lead Member Outreach Specialist, Teiky plays a central role in scheduling and coordinating in-home preventive screenings, including diabetic eye exams and at-home lab test kits. From placing outbound calls, handling inbound inquiries, supporting new hire training, and managing critical value alert outreach, her approach to connecting members with their appropriate care coordination teams remains crucial to driving positive health outcomes.
Going well beyond logistical processes, Teiky’s ability to help members understand why these screenings matter by way of personal conversation establishes the credibility necessary for each member to take a proactive interest in their own care journeys.
“Many members think a regular eye exam is enough,” Teiky explains. “I take the time to educate them on the differences between a regular eye exam and a diabetic eye exam. For diabetic eye exams, we’re looking behind the retina to detect issues that could lead to blindness or exacerbate pre-existing conditions stemming from diabetes. The educational component of member outreach provides the credibility needed to ultimately schedule our in-home visits with health plan members.”
Empathy That Builds the Foundation for Establishing Member Trust
Teiky’s approach to member interaction is deeply rooted in her empathy and respect for everyone she connects with on a daily basis. Whether she’s talking with someone who’s recently lost a loved one or calming a frustrated member, she believes in meeting people where they are within their own care planning journeys.
“You get to really understand and know each member when you truly talk with them, not at them,” she says. “Tone, patience, and empathy go a long way. Sometimes, the most important thing I do every day is to just listen before trying to respond.”
Her ability to build trust quickly helps overcome traditional access to care barriers that often prevent members from completing these in-home screenings, especially those living in rural or historically underserved geographical areas.
“A lot of members, especially those in places like rural West Virginia, don’t have viable transportation methods and in some cases are bed-bound due to their conditions,” Teiky explains. “These folks are incredibly grateful that Retina Labs can come directly to them, considering many of those same individuals might otherwise go years without completing these crucial screenings.”
True Teamwork Resulting in Member Engagement Excellence
Inside Retina Labs, Teiky is known as the go-to resource for our broader outreach team, given that she’s always ready to lend a hand, share insights, or mentor new hires.
“Our outreach team’s support is built around constant communication and a continuous approach to learning through group discussion, which is what makes us truly different,” she shares. “If someone’s out of the office or busy, we all pitch in to help any way we can.”
By reviewing best practices, discussing challenges, and celebrating team successes through this collaborative culture, Teiky ensures that every member interaction reflects the company’s high standards of conduct for quality, empathy, and professionalism.
Words of Wisdom to New Team Members
When asked what advice she’d offer to new outreach specialists, Teiky emphasizes the need for patience, empathy, and member education as the primary career building blocks.
“You’ve got to have thick skin while simultaneously displaying a kindhearted spirit. Some members may be upset or quick to dismiss your initial interactions but once you explain and educate how we’re here to help them, it softens the overall tone of the conversation. I tell our new hires to always stay positive and focus on the fact that what they’re doing can prevent serious downstream health complications often related to diabetes.”
Making a Lasting Impact Through Preventive Care
For Teiky, success is not only measured in the number of appointments scheduled, but in the lives of members that have been positively changed through preventive care delivery. Every call presents a new opportunity to help someone take control of their personal health while avoiding the potentially devastating effects of undiagnosed diabetic eye disease.
“I love knowing that what I do helps people keep their eyesight and overall health in check,” she reflects. “It’s more than just scheduling in-home appointments – it’s helping members take personal ownership and accountability on their individual healthcare journeys.”
Retina Labs is proud to have dedicated and passionate professionals like Teiky O’Neal on our team, reflected by her embodiment of our mission to bring accessible, high-quality preventive care directly to health plan members in-home. Her compassion, expertise, and leadership continue to strengthen our health plan client partnerships while improving health outcomes for their members nationwide.
Interested in joining the Retina Labs team to help support health plans and their members? Visit our Careers page below for more information on current position openings:
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