Assistance in Navigating Complex Healthcare Needs
A mother recently called the Dane County Aging & Disability Resource Center (ADRC) to sort through recent changes to her adult daughter’s healthcare. The mom spoke with Becky, an Information and Assistance Specialist (I&A), asking to simplify her daughter’s coverage. The daughter's insurance had changed from coverage under her mother’s employer to coverage through Medicaid as a supplement to Medicare. The addition of Medicare added layers of insurance coverage to both provider and prescription plans. The mother was sorting through new Medicare plans, figuring out network coverage, and was ready to cancel whatever she could to get her daughter back to what she had had for years.
I&A Becky validated her concerns, then explained she would consult with ADRC Disability Benefit Specialists (DBS) to come up with some steps to manage this insurance change. Within one day, Becky collaborated with the DBS and sent Mom an email detailing what was needed. The mom replied to Becky saying she was able to get the insurance all figured out with the information sent and included her appreciation with the excerpt: “You guys are such an amazing resource for us/community, thank you, thank you for being there – real people that actually answer the phone and help in real time – so Wonderful, so Helpful!”
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