Lilliana, Medicaid Member:

I didn’t really find out I was pregnant till I was about 4 1/2 months pregnant. I had an OB appointment and I told her “Hey, I have this lump on my neck. Is this pregnancy related? Do you have any clue?” And her exact words were “I don't know what this is.” I was really stressed out. It could either be cancer or something is just swollen. I honestly was nervous the whole time, not sure what's gonna happen.

Erin M., Nurse Case Manager, Carelon:

II first got connected with Lilliana through our customer service team. During her pregnancy, she had been diagnosed with a lump on her thyroid or on her neck, and she wasn't sure if it was cancerous or if it was something else, and she was having trouble getting the access to care that she needed. She'd gone to both her surgeon’s office and also to her oncology office, and they had told her that her coverage that she had only covered her pregnancy. I just said, “You know, I will support you with what you need, and I'm here to help you get the access to those doctors. Let me come alongside you. Let me work with the doctor's offices and take that off of your plate, so that you can focus on what you need to focus on and what's most important to you.”

Lilliana, Medicaid Member:

It, it was very comforting, kind of like having a second mom. It made such a difference because, before without her, it was like I was crying every week. With her, it was like, no, I've got it. Within a week, everything was handled. That's when they finally were like, you know, maybe we need to send you to an ear, nose, and throat specialist. He looked at what was already done, and he could tell immediately it was a tumor, but it was benign.

Erin M., Nurse Case Manager, Carelon:

At the end the day, I hope that members come out of their experience with me feeling like they can advocate for themselves and feeling like they have a better understanding of their health plan ’cause insurance can be very confusing.

Lilliana, Medicaid Member:

One thing that makes a really big, meaningful difference is having someone that’ll listen. It helps so much. It made everything a thousand times easier.

Erin M., Nurse Case Manager, Carelon:

When I see members where I’ve made a big difference — and sometimes we don't even see the full impact that we've had on our members — and so when I get to see that on the other side, it’s just, it, it, it just blows me away.