As a patient myself, I have experienced the frustration of trying to understand my health insurance benefits. A stream of questions would flow through my mind and sometimes make me want to avoid going to the doctor altogether.
How much am I going to have to pay? How do I know this doctor is in my network? What if I don’t like the reviews I’m seeing about the doctors in my network… Can I see another doctor? What if I go out of network and pay way more than I would’ve if I stayed in network?
If you’ve ever felt this way, you’re not alone.
ACN’s Care Coordination team was created to resolve these issues and put those swirling questions to rest for you. The care coordination team is a group of healthcare professionals that provide a free service to patients, as a benefit of their insurance, which helps guide them through the healthcare system, manage chronic illness, overcome socioeconomic issues, understand their health insurance benefits, and so much more.
Recently, one of ACN’s registered nurses connected an ACN patient to a major health insurance benefit she didn’t even know she had- and using this benefit resulted in major health improvements for the patient.
Identifying the Problem
Bright Health, the patient’s health insurance provider, initially reached out to ACN’s care coordination team when the patient had a couple of back to back emergency department visits in a short time span. As a result, ACN registered nurse Heather Kingdom and social worker Leticia Gutierrez went to visit the patient in her home and identify resources she needed.
“She can’t hear or see well and uses a large magnifying glass to read,” Heather said. “But she was already connected to a lot of resources in her neighborhood, so we reviewed additional resources she may need in the future.”
Heather followed up with the patient two weeks later. On the call, the patient mentioned that she really needed hearing aids, but thought they were too expensive… they always had been in the past.
Coming Up with a Solution
“I let the patient know she had a hearing aid benefit through her Bright Health insurance plan, then I found an in-network provider that would make a home visit due to the patient’s transportation issues, lastly I contacted the provider’s office to reach out to the patient so they could set up an appointment,” Heather said.
Just one month after their phone call the patient had her appointment with the provider, hearing aids were ordered, and the provider scheduled a follow up appointment with the patient to get her hearing aids fitted.
Positively Impacting the Patient’s Health
“She is now happier because she has the support of care coordination to guide her through her health benefits and any of her health needs,” Heather said. “She can also hear better and communicate with other people more effectively.”
Heather said care coordination services are especially valuable for older adults, because sometimes it’s hard for them to get set up with services they may not know are available through their community or their health insurance. Our care coordination team is there to guide them through that process.
“I want patients to know that we are just an extra resource to help them at no cost, and we are here for them 24 hours a day,” Heather said.
A Team of Healthcare Professionals in Your Corner
Care Coordination is available to all patients whose Primary Care Provider is part of Arizona Care Network. Our team works with your doctor to give you the extra support that makes it easier for you to get healthier and stay healthier.
There is no charge to the patient for care coordination services. For more information or to see if you are eligible, contact the ACN concierge line at 602.406.7226.
