For Hans Goethals, no two days at work are ever the same. As a mental health nurse case manager at AXA Health, he can sometimes end up speaking to members at difficult times in their lives. He’s there to offer a calm and reassuring voice, and to signpost them to help that’s available – providing an invaluable point of contact they know they can come back to in future.
“My role is to stay calm, listen – really listen – and understand what somebody needs in that moment,” he says. “Then it’s about looking at what’s available and what we can approve for them based on their policy, then helping them take the next steps.”
