Going the “Extra Mile” for CenterLight PACE Participants
As we celebrate Customer Service Week and this year's theme, "The Extra Mile," we're highlighting the many ways our team members go above and beyond to support CenterLight Program of All-Inclusive Care for the Elderly (PACE) participants.
We asked CenterLight Shared Services Call Center Director Zachary Gonzalez to share why going the extra mile matters and how her team makes a difference for participants every day.
In Her Own Words
What is Customer Service Week and why is it important to your team??
"Customer Service Week is an international celebration that highlights the importance of customer service and the people who serve and support others every day. For CenterLight, it’s an opportunity to recognize and appreciate our employees in the Shared Services Department and the important role they play in the organization."
What does excellent customer service mean to you, especially when you’re supporting older adults and their families??
"Excellent customer service means much more than simply providing assistance. To me, it means genuinely caring about the people we support, listening to their needs, and treating every participant and caregiver with dignity, patience, respect, and compassion.
It also means doing the right thing, even when it requires extra effort.
We strive to treat every participant and caregiver as if they were our own loved one — with kindness, understanding, respect, and genuine care.making assumptions, our team asks questions, learns what is important to the participant, and uses that understanding to guide care."
What are some of the things your team does to make sure every caller feels heard, understood and respected?
"What are some of the things your team does to make sure every caller feels heard, understood and respected?
Our team is proud to serve a diverse community, and we support our participants, caregivers, families and providers in their language so they know they will be understood.
We also believe in active listening with patience and empathy, being mindful of different cultures and experiences, and treating every person with kindness, dignity and professionalism."
PACE is a unique program, and callers may have questions about everything from enrollment and eligibility to their medical care, benefits, transportation and day-to-day services. How do you and your team stay on top of such a broad range of information??
"Supporting our participants and providers requires knowledge and coordination across many different areas. Our department is a chain from beginning to end, with every link playing an important role in delivering a complete and seamless experience.
Our team works together and relies on strong communication, ongoing training, teamwork, and a positive attitude. We continuously strengthen our knowledge of PACE, Medicare, Medicaid, and state and federal regulations. Ongoing training, regular team meetings, and continuously reviewing our processes are key to staying informed and providing the best possible support — because every link in the chain matters."
Customer Service Week’s theme this year is about going the extra mile. What does this mean for your department? Can you share an example of a time when a team member went above and beyond for a participant?
"A participant shared that she had not received an update about her diabetic footwear from her physician’s office or the vendor. Our team took ownership, coordinating with the vendor and the CenterLight care team to ensure the necessary documentation was submitted and the authorization completed. They followed up until the authorization was active, allowing the participant to move forward with her fitting for diabetic shoes. By taking ownership and seeing the issue through, our team went the extra mile to make sure the participant received the support she needed!"
"Another example involving transportation happened when participants attended an evening Yankees game. A team member logged in to monitor the 9 PM returns and discovered that an emergency had blocked the pickup location. They stayed in constant contact with staff and the transportation vendor to help resolve the situation and ensure that participants could get home safely — a true example of going the extra mile."
You lead a team that supports our communities in New York, but you and many of the members of your team are based elsewhere. What has that experience taught you about connection, communication and delivering great service — no matter the distance?
"Supporting our communities from afar has taught me that connection is not about distance — it is about understanding, trust, and communication.
Getting to know my team’s cultures, personalities, strengths, and individual circumstances has been fundamental. Being empathetic and recognizing that everyone faces different situations lets me support my team in a more meaningful way.
I also believe in an open-door policy, even when that door is virtual. I want my team to feel comfortable sharing concerns, asking questions, offering ideas — knowing that they will be heard without judgment. That trust creates a stronger, more committed team.
For me, going the extra mile starts with taking care of my team. When they feel valued, and supported, they’re more motivated to give that same level of care to our participants and providers — no matter how many miles are between us."
What do you find most rewarding about leading a team that is often the first — and sometimes most important — point of contact for our participants and their families?
"Every service we provide carries great responsibility, but also a meaningful opportunity to make a difference in an older adult’s life. At a stage in life when they may no longer be able to navigate certain things on their own, our support can help make their lives easier, give them peace of mind, and contribute to a better quality of life.
There are also moments when a participant may feel alone or overwhelmed, and we may be the only voice they hear that day. Being able to provide a sense of comfort during those moments is incredibly meaningful. And when they simply say, “Thank you for helping me,” those words remind us why what we do matters.
As we celebrate Customer Service Week, what would you like to say to your team about the difference they make for the people we serve??
"During Customer Service Week, I want to remind my team that customer service knows no borders. Every day, people from different parts of the world, cultures, and backgrounds come together through technology to support the lives of the people we serve.
Words cannot fully express how proud I am of this team — the compassion, commitment, professionalism, and heart you bring to your work every day. We may be miles apart, but we are united by one purpose: serving others with care and making a meaningful impact. Every point of contact contributes to the experience we provide.
Thank you for going the extra mile, supporting one another, and understanding the importance of the role each of you plays. What you do every day reaches people who truly need us, and I am extremely blessed to be part of it."
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CenterLight Healthcare PACE welcomes your inquiries. If you have any questions, please call us at 1-833-CL-CARES (1-833-252-2737), Monday-Friday from 8:00 a.m. through 8:00 p.m. TTY users should call 711.
Zachary Gonzalez is the Shared Services Call Center Director at CenterLight Healthcare PACE.
In her own words, "As a leader, I feel incredibly proud knowing that my team can be a helping hand, a caring voice, and a support system for someone who may need us more than we realize."
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Last Updated September 28, 2026