Confused, lost and frightened. That’s how Sckary Hurtado describes a health insurance member who was recently diagnosed with breast cancer.
One of the woman’s first phone calls following her diagnosis was to her health insurer. Although she had health insurance---she didn’t speak English and wasn’t sure how to navigate the health care system.
Sckary, a member care specialist, was the caring voice on the other end of the line. When the member broke down, Sckary got emotional too. Her role was to help guide this member on her health care journey and that’s just what she did. She provided the member with a list of in-network oncologists, explained how her providers would need to obtain authorizations and let her know who to contact to make sure her prescriptions would be covered.
When the call was over, the member was grateful for the help and better prepared to begin her breast cancer journey.