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A Voice of Calm in Moments of Uncertainty: Meet Shivion Henry
At Tapestry 360 Health, every patient journey begins with a voice. Often, that voice belongs to someone in our Contact Center—team members who serve as the first point of connection, guidance, and reassurance for thousands of patients navigating their healthcare needs.
For Shivion Henry, Contact Center Specialist, that responsibility isn’t just a job—it’s a calling rooted in compassion, patience, and purpose. Alongside her work, Shivion continues to invest in her growth—having earned her Associate of Science degree and currently enrolled in the National Louis University BS program beginning April 13th.
The Power of Being First
As the first point of contact, Shivion plays a vital role in helping patients navigate their care.
“A lot of patients don’t always understand what they need—whether it’s an annual exam or something more urgent. We help guide them to the right provider so they can get the care they need.”
It’s not just about answering calls—it’s about opening doors to care, clarity, and confidence.
From Medicaid to Mission-Driven Care
With a background in Medicaid claims processing and experience supporting patients through complex systems, Shivion’s path into healthcare began with a clear understanding: access matters.
“I’ve always come from a place of compassion,” Shivion shared. “Especially working with Medicaid patients—you realize how much support people really need.”
That passion led her to join Tapestry 360 Health six years ago—right at one of the most uncertain times in modern healthcare history. COVID-19.
Answering the Call During COVID-19
Starting a new role is never easy. Starting one during a global pandemic? That’s something else entirely.
“I joined in 2020, right in the middle of COVID. The call queues were full—sometimes up to 75 calls waiting. Patients were scared. We were all trying to figure out what was happening.”
As a frontline contact center team member, Shivion became a steady presence for patients navigating fear, confusion, and rapidly changing protocols. From guiding patients through telehealth visits to helping them access testing sites, Shivion’s role was critical in keeping care accessible when it mattered most.
“A lot of patients were afraid. Our job was to help ease their minds and guide them through what to do next.”
Making a Difference When It Matters Most
While every call matters, some moments stay with you forever.
Shivion shared one call in particular that stands out—a patient experiencing a behavioral health crisis, alone at home and unsure of what to do.
“She called needing help, and we stayed on the phone with her while coordinating with a nurse. We were able to call an ambulance and get her to the hospital safely.”
In that moment, the contact center became more than a call center—it became a lifeline.
“That was a moment where I really felt like we made a difference.”
Leading with Empathy—One Call at a Time
Handling emotional and high-stress situations is part of the job. The key? Listening.
“Listening is number one. Whether a patient is upset, crying, or frustrated—you have to understand what they’re going through.”
Over time, Shivion’s learned not to take difficult interactions personally, but instead to see them through the lens of empathy.
“Sometimes patients are just scared or don’t understand what’s happening”, she shared. “Our job is to guide them and reassure them that they’ll get the care they need.”
Caring for Patients—and Yourself
Supporting patients all day requires balance—and intention.
Outside of work, Shivion prioritizes joy and creativity—whether that’s spending time with friends, cooking, decorating, or DJing house music.
“It helps me clear my mind and reset.”
Advice for Future Contact Center Team Members
For those considering a role in the contact center, the advice is simple—but powerful:
“Take it one call at a time. Don’t take anything personally. Every patient is different, and everyone needs something different.”
More Than a Voice—A Difference Maker
Behind every call is a person who chooses compassion, patience, and purpose—again and again. At Tapestry 360 Health, our contact center team members are more than voices on the line. They are guides, advocates, and often, the calm in someone’s storm.
And for the patients who call in, that makes all the difference. Looking for your next career? Visit our career page to explore our job openings.
Related Posts
At Tapestry 360 Health, every patient journey begins with a voice. Often, that voice belongs to someone in our Contact Center—team members who serve as the first point of connection, guidance, and reassurance for thousands of patients navigating their healthcare needs.
For Shivion Henry, Contact Center Specialist, that responsibility isn’t just a job—it’s a calling rooted in compassion, patience, and purpose. Alongside her work, Shivion continues to invest in her growth—having earned her Associate of Science degree and currently enrolled in the National Louis University BS program beginning April 13th.
The Power of Being First
As the first point of contact, Shivion plays a vital role in helping patients navigate their care.
“A lot of patients don’t always understand what they need—whether it’s an annual exam or something more urgent. We help guide them to the right provider so they can get the care they need.”
It’s not just about answering calls—it’s about opening doors to care, clarity, and confidence.
From Medicaid to Mission-Driven Care
With a background in Medicaid claims processing and experience supporting patients through complex systems, Shivion’s path into healthcare began with a clear understanding: access matters.
“I’ve always come from a place of compassion,” Shivion shared. “Especially working with Medicaid patients—you realize how much support people really need.”
That passion led her to join Tapestry 360 Health six years ago—right at one of the most uncertain times in modern healthcare history. COVID-19.
Answering the Call During COVID-19
Starting a new role is never easy. Starting one during a global pandemic? That’s something else entirely.
“I joined in 2020, right in the middle of COVID. The call queues were full—sometimes up to 75 calls waiting. Patients were scared. We were all trying to figure out what was happening.”
As a frontline contact center team member, Shivion became a steady presence for patients navigating fear, confusion, and rapidly changing protocols. From guiding patients through telehealth visits to helping them access testing sites, Shivion’s role was critical in keeping care accessible when it mattered most.
“A lot of patients were afraid. Our job was to help ease their minds and guide them through what to do next.”
Making a Difference When It Matters Most
While every call matters, some moments stay with you forever.
Shivion shared one call in particular that stands out—a patient experiencing a behavioral health crisis, alone at home and unsure of what to do.
“She called needing help, and we stayed on the phone with her while coordinating with a nurse. We were able to call an ambulance and get her to the hospital safely.”
In that moment, the contact center became more than a call center—it became a lifeline.
“That was a moment where I really felt like we made a difference.”
Leading with Empathy—One Call at a Time
Handling emotional and high-stress situations is part of the job. The key? Listening.
“Listening is number one. Whether a patient is upset, crying, or frustrated—you have to understand what they’re going through.”
Over time, Shivion’s learned not to take difficult interactions personally, but instead to see them through the lens of empathy.
“Sometimes patients are just scared or don’t understand what’s happening”, she shared. “Our job is to guide them and reassure them that they’ll get the care they need.”
Caring for Patients—and Yourself
Supporting patients all day requires balance—and intention.
Outside of work, Shivion prioritizes joy and creativity—whether that’s spending time with friends, cooking, decorating, or DJing house music.
“It helps me clear my mind and reset.”
Advice for Future Contact Center Team Members
For those considering a role in the contact center, the advice is simple—but powerful:
“Take it one call at a time. Don’t take anything personally. Every patient is different, and everyone needs something different.”
More Than a Voice—A Difference Maker
Behind every call is a person who chooses compassion, patience, and purpose—again and again. At Tapestry 360 Health, our contact center team members are more than voices on the line. They are guides, advocates, and often, the calm in someone’s storm.
And for the patients who call in, that makes all the difference. Looking for your next career? Visit our career page to explore our job openings.
