EHN 2021-22HealthConnectAnnualReport 10FNL - Flipbook - Page 14
Helping Health Connect
members every day
Below are some stories of our Navigators in action so you can see for
yourself why we think they are the best of Eastside Health Network.
Like a weird little Rubik’s Cube
Health Connect Members are free to seek care
wherever they like, but seeing out-of-network
providers may lead to greater out-of-pocket costs.
A member called looking for a dermatologist. Her
boss had recommended one, but the provider
was out-of-network. “I’d like to understand what it
would cost if I choose to go to them,” the member
inquired. The Navigator was happy to explain
the difference and also offered information on
available in-network dermatologists. The member
was in a bit of a rush so wasn’t sure she had time
for the information, but the Navigator offered to
email the details. (Navigators often research and
compile health information and send it in a format
that is most useful for members.) “Oh! That would
be amazing. I’m about to step into a meeting and
literally didn’t think I was even going to have time
to make this call. Thank you so much. This medical
stuff is always such a weird little Rubik’s Cube,
trying to figure everything out.”
Helping members multitask
A Health Connect Member called our Navigator
looking for help finding a physical therapist, an
acupuncturist, a chiropractor, and a naturopath,
and she wanted information on all these providers
while she was making dinner for her family. The
Navigator was able to email her a list of in-network
options for each of the requested specialties and
then asked if she had a Primary Care Provider (PCP).
The member wasn’t aware she needed one.
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With every phone call, Navigators verify that
members are assigned a PCP, a plan requirement
and a hallmark of good care. Navigators share with
members the benefits of establishing with a PCP
and can even coordinate new patient appointments
while on the phone with members. The busy
member finished the call with information for no
fewer than five different providers in her inbox, all
before dinner was ready.
EASTSIDE HEALTH NETWORK • HEALTH CONNECT