Provider Spotlight: Navigating Hope on the Cancer Journey

By connecting patients with charitable assistance, the providers and pharmacists we work with help remove financial barriers to care, ensuring that patients can access the medications they need and adhere to their course of treatment as prescribed.

In our ongoing spotlight series, we interview providers and pharmacists from around the country to better understand their experiences and how we can best support their work.

One of our most memorable interviews from 2018 featured two phenomenal providers from the Green Bay Oncology team in Green Bay, Wisconsin.

We spoke with Lori Schneider, an office business manager, and Jacqueline Heroux, a financial navigator. Both Ms. Schneider and Ms. Heroux watched loved ones live with cancer and shared with us how assistance from PAN brings hope to patients on their cancer journey.

What is your position—and what is most rewarding about your job?

Jacqueline Heroux (JH): I am one of the financial navigators with Green Bay Oncology. Patients come to me with their financial concerns and I assist them in reducing or preventing financial toxicity. It is greatly rewarding to form personal connections with patients.

Lori Schneider (LS): I am the business office manager. I feel lucky to lead a wonderful financial team. The most rewarding part of my job is watching my team help patients and seeing how the patients touch their lives. Our oncology patients are so kind, caring and appreciative. I also enjoy being able to speak nationally about the wonderful program that our team has developed and the services we provide.

Why did you choose to become a provider?

JH: My grandfather was a patient at Green Bay Oncology, and he shared stories about how great the clinic was. It’s truly rewarding to be a part of this team. I love being able to meet with patients and help them find all the options available to them.

LS: I went into oncology because I watched my mother, father and sister-in-law struggle through their cancer journey. I wanted to make a difference for other people in similar situations. My main goal was to help others, so they wouldn’t have to struggle.

How do you implement the mission of Green Bay Oncology into your daily practice?

JH: Our team truly leans on each other to explore all possible options for patient assistance. We strive to build empathetic relationships with patients and assure them that we’re there for them and will work tirelessly to reduce their financial toxicity. We want them to leave the search for financial assistance to us so they can focus on getting better.

LS: Our financial counseling program has been trademarked with the name of Navigating Hope. It is our intention to be able to expend our resources locally, but to also go to other cancer centers throughout the U.S. to help them set programs up that can be customized to fit their needs.

How has the PAN Foundation impacted your patients?

JH: I once worked with a patient whose co-pay was thousands of dollars. The patient said there was absolutely no way they would be able to start treatment. I let the patient know that the PAN Foundation had available funding. We applied for assistance and their application was approved. When I told the patient that their entire co-pay would be covered, they started crying and gave me a big hug saying, “You don’t know how much this means to me.” '

LS: We regularly see patients that would not be able to get the treatment they need if not for the help of charitable foundations. The help that PAN provides offers patients hope because they know that otherwise they wouldn’t be able to afford treatment.

Working in healthcare is all about tending to the needs of patients. How do you practice self-care when you’re off the clock?

JH: I like to spend as much time as possible with family and friends. I also like to binge watch Netflix when I get some alone time.

LS: When I’m off the clock, my family is number one. When I have alone time, I like to relax with a good book.