Alright – so today we’ve got the honor of introducing you to Michael Cyrino. We think you’ll enjoy our conversation, we’ve shared it below.

Michael, thanks for joining us, excited to have you contributing your stories and insights. Please tell us about starting your own firm and if you’d do anything different knowing what you know now.

For over a decade now I have had the pleasure of working in the health insurance and hospital industry. Beginning in New Mexico, I worked in the non -profit healthcare system and helped develop a concierge level donor/patient relations program. From a there I moved into a role working with the Regional Behavioral Health Authority contracted with AHCCCS and eventually into Corporate Giving for another carrier. Throughout my career, I have seen a lot of change in the healthcare space, but the one thing that has resonated with me and stuck with me, is that, as every carrier and care delivery system strives for better outcomes at lower cost, the personal nature of healthcare is slowing becoming obsolete. There are so many new tools that drive down care delivery costs, but at what cost? In many cases, its the cost of the personal touch. While these are a necessary evil, because it is that or nothing in a lot of cases, it doesn’t have to be so impersonal and transactional.

It is a little known fact that only 20% of Medicare Beneficiaries do not have a personal broker or representative they can count on, but of that percentage 85% report that they are highly satisfied with the care they receive and the service they receive from their agent. As a Medicare agent, and now Agency Owner, I realized that this type of concierge service can actually change a persons health for the better. Every Medicare program is evaluated on a stars scale and every carrier wants to achieve 5 stars. The irony is that, the most weighted question on the carrier evaluation is satisfaction with the plan SERVICE. SERVICE! While everyone strives to do more with less, how are they expected to maintain service levels? With Concierge Brokers, thats how!

Born from leading with a HEART OF SERVICE, Medicare Mike was born to care for Arizona’s most vulnerable population – it’s seniors! Tell health is amazing, but how do you use that technology? Medical advances are incredible, but how do you access your doctor without transportation? Dentures are a great benefit most medicare advantage plans offer, but where do you find a doctor? These are real questions, real barriers to accessing care, and REAL things I built my team to address.

There is a MASSIVE gap in the Medicare industry, where you have fly by night brokers who swoop in and sell someone on a plan, not to be heard from until October 15th. There is little to no follow-up, no personal support for the member, and no follow-up. It is a transactional relationship, that only exists to serve the broker and it ultimately costs the carrier and the beneficiary and only benefits the broker. Seeing this first hand day in and day out, I knew there was a better way which is why I have built the team I have and partner with the team I do to provide concierge level support to our members.

It takes. VILLAGE. Cliche as it may sound, it really is true. Healthcare is so much more complex than justt what happens between the 4 walls of a doctors office. In order to best support a beneficiary, you have to be a resource. That is probably the most important thing I have learned in this business. Mary cannot, and will not manage her diabetes well if her teeth hurt and she can’t access a dentist. Paul won’t go see his pain management specialist if he doesn’t have a ride to get there. Bernice won’t pick up her medications if she can’t afford groceries. All of these again are REAL problems and stories my team hears everyday. As, such, it is our responsibility as a trusted partner and advisor to have relationships with key partners to help address these barriers to care. Social determinants of health ARE healthcare. This is bigger than just the doctors office, and BIGGER than just us. We must lead with a heart of service and be that one stop resource for our friends and community.

Michael, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

I definitely addressed this on the page before by accident!

Throughout my career I have been very fortunate to be recognized with awards, be apart of some incredible projects, but the biggest accomplishment I have ever achieved is earning the trust and referal of my clients and their friends and family. My industry is incredibly competitive, but when my clients call me and tell me they can eat solid food without pain for the first time in years because they were able to get new dentures, or they can hear their grandchildren talk because they received their new hearing aids, or when they come to hug me and tell me how much they appreciate the extra long talk on a friday afternoon because they were lonely, that is the biggest accomplishment.

Let’s talk about resilience next – do you have a story you can share with us?

As a child, I grew up believing that it was “doctor, lawyer, or failure” and that the only definition of success was a 6 figure salary. I was raised by a mom and step-dad who both suffer from alcoholism. When I wasn’t with them, I spent most of my time with my grandparents. At 19, I dropped out of college after my parents who promised me if I “stayed home” would pay for it, gave me the gift of failing me once again. At 21, I moved from California to New Mexico for a start at a better future. At 22, I was in an accident and as a result developed a Rx drug addiction. At 23 I was bankrupt. At 27 I was married and 30 I was divorced. At 31, I sat in my bathtub with a gun and a bottle of gin, seriously unmanaged mental health, and almost ended it all. And though it all, I knew there was something greater. When I had hit rock bottom, it was my village who pulled me back up. It was the SERVICE of others, my friends, my co-workers, my dogs, and my village that kept me going. At 35 I am a successful business owner, I am a proud fiancé, I am a dog dad to 3 amazing creatures, I am a skydiver, world traveler, mental health advocate, a success and I strive to be of value and service to everyone I meet. Everything we encounter in life we are faced with a choice to either let it break us or make us — choose to let it make you better and to push you to do more and be morefor those around you. Somewhere, someone is counting on you to be their light.

Can you share one of your favorite marketing or sales stories?

This is a great one, because there are so many leaders who have shaped my philosophy and leadership style. None of my business success would be without incredible mentorship and my village of colleagues who all lead with a heart of service. First and foremost, my uncle, mentor, best friend, and business coach Brian Cooke of Iris Learning. David Goggins whose book “Can’t Hurt Me” is the voice in my head whenever things get tough – “You can’t hurt boat crew 2!” David Meltzer, the real genius behind living with a heart of service. His commitment to empower 1 Billion people to be happy is something I strive for everyday.

Contact Info:

• Website: Www.medicaremikeaz.com
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