WellPoint 2007 Annual Report Download - page 22

20 Customer First : : www.wellpoint.com/annualreport/2007
JANET KENT :: Empire Blue Cross Blue Shield nurse care manager
Brooklyn, New York
As an Empire Blue Cross Blue Shield nurse care manager, Janet
Kent, R.N., has always worked closely with her members. She
approaches all her cases in the same way — by listening.
“Sometimes that  rst call with a member may take an hour,”
Janet said. “But we may be the  rst health professionals in a
long time who have taken the time to truly listen. Doctors have
very busy schedules. That’s why really listening is such an
important facet of this job.”
Janet and our other nurse care managers act as advocates for
senior members, coordinating their care with physicians, helping
them navigate the system, and connecting them with needed
community resources. They are an important part of WellPoint’s
Custom Care Connection program, which proactively assesses
each member’s health and health care needs, and then offers
customized health solutions for optimal results.
In the case of Medicare Advantage member Julian David
(see story at right), Janet was fortunate. She was able to work
closely with his daughter Wendy to coordinate his care. But
many Medicare members do not have such strong family ties.
“Sometimes our members have no one else in their lives,” Janet
said. “Either they have no family left or the remaining family members
have become estranged. This patient population often suffers from
multiple, very serious conditions. They have a great number of
things working against them.” Janet said that most members are
delighted to learn that their bene ts entitle them to the services of
a personal nurse who can help them resolve their health problems.
Once she has won a member’s trust, the rest follows naturally.
“If it’s coaching they need, I’ll coach them, if it’s cheerleading,
I’ll be a cheerleader,” Janet said. “I really look forward to coming
to work each day and talking to my members. It’s very ful lling.”
JULIAN DAVID :: Medicare Advantage member
Harlem, New York
In July 2007, at the age of 83, Medicare Advantage member
Julian David was diagnosed with diabetes. At the time, the Empire
Blue Cross Blue Shield member was an inpatient at a skilled nursing
facility in New York, where he was recovering from a fall.
When Julian came home, he and his daughter Wendy worked
with Janet Kent, a nurse with Empire’s Care Management Program,
to manage his diabetes. The Care Management Program is a
voluntary service for members in which a trained nurse serves
as a personal health coach, providing education, motivation and
encouragement.
“Janet has helped so much,” said Wendy. “Janet called us and
helped us arrange for home health aides and the visiting nurse
service, making sure my dad would have the best care possible.”
With Wendy and Janet’s help, Julian’s diabetes was brought
under control. Julian is now able to monitor his own blood glucose
levels. When Wendy is at work, a home health aide visits to assist
him around the house. And Janet and Wendy worked with a social
worker to  nd an adult day health care center where Julian can
socialize with other seniors and also receive further health services.
“In the beginning, Janet called every other day to make
sure everything was working the way it should be,” Wendy said.
“She wants to make sure my dad stays healthy and out of the
hospital, and so far, so good. The grace of God and the help
of Janet Kent made all and everything possible.”
Managing diabetes, with an assist from
Empire Blue Cross Blue Shield