I can't spill too much for privacy reasons, but imagine that you're getting calls from people who tell you that they're currently in the hospital right now needing treatment and the doctor at the hospital says that they have to pay out of pocket because they're not covered for whatever reason or that their insurance dropped them. That's the kind of stuff (and even more) that I have to deal with.
It really does tear me apart every time. Sure, there's the incompetent people who neglect this and don't really prioritize their insurance when they should, but for a lot of people it really isn't their fault that they're in the predicament they're in and it just sucks dealing with that.