Blog

We Are Advocates

 
By Joanne McGowan, Vice President, Customer Experience & Strategy Execution

 
JoanneMcGowan_cr.jpgWe think a lot about advocacy at CoreSource, and what it means to be an advocate for members. We understand that navigating the system is often difficult under ideal circumstance, and through advocacy we work to make it easier for members. For instance, our CoreSource Connect service allows members to bring complex problems to our representatives, who will help solve those problems. I see advocacy as a way to say to the member, especially those having a difficult health situation, “we are here to help with that heavy lifting.” We can help members navigate and find the best course of care. We can give them alternative resources to get a second opinion, to find case managers and social workers, and other resources to help members. To me, that is one half of advocacy.
 

The Human Touch

The other half of advocacy is the simple notion of providing human warmth and empathy to those who need it. I remember one instance in particular, a call from one of our members with a question about a claim. She was not overly emotional, but she said to our representative, "I have a question about a claim for sleep apnea supplies, and I'm surprised that I still have a co-pay." And our advocacy representative said, "Tell me why."
 
The member told her, "My husband had a transplant operation in September and when he came home, he had problems with an infection, so he was back in the hospital in October, and I would have thought that I would have met all of my out of pocket deductible costs."
 
That advocate worked with the woman to figure out why this had happened. She said, "I understand, and I agree with you. I'm going to call the hospital for you. We don't have those claims yet, so I'm going to talk to them about this issue and straighten it out. You don't need to do anything else about it; I'll take care of it."
 
Our advocate understood and appreciated just how hard the last couple of months had been for this family. She told her, "I'm going to reach out for you. I'm going to get the information. I'm going to call you back."
 

Expertise and Empathy

Sometimes, people in the healthcare system feel like they are pinballs that just go from place to place. Advocacy is a way we can help those people. Our advocates are able to look at our members’ situations and find those places where the member might not even realize we can support them, because they are not used to navigating the health care system like we are.
 
If you do not feel well, if you are worried about something else, and someone takes some of that weight off your shoulders and says, "I can work the system and I can help you. I can take you out of the middle of all those problems," that is what advocacy is to me, and to our people at CoreSource.

Posted on October 01, 2018

Video: Get to Know Your HSA

Members can sometimes face daunting out-of-pocket costs for healthcare, but CoreSource offers options to help alleviate the financial burden they face today. For members with a Qualified High Deductible Health Plan (QHDHP), a Health Savings Account (HSA) can provide a way to save pre-tax dollars to pay for qualified out-of-pocket expenses while also offering members a way to save for their future. CoreSource explains the benefits of an HSA in our latest member education video.

Posted on September 14, 2018

How CoreSource Helps Members Make Better Decisions

The benefits professionals at CoreSource work to minimize the complications and pain points of healthcare for our clients and their members whenever possible. We understand that members face a healthcare system which is more and more complex and expensive, and how important it is for them to make informed financial choices.

Posted on September 13, 2018

3 Ways Captive Insurance helps make Self-Funding Possible

The name may sound ominous, but captive insurance companies provide increased financial freedom for employers and help make self-funded health benefits plans more affordable. Here are three key ways captive insurance benefits employers.

Posted on August 13, 2018 in Self-Funding 101

Video: Simplicity

Paying for healthcare can be a daunting prospect for members, which is why CoreSource offers our clients Simplicity, a powerful tool for members to make healthcare more affordable and easier to manage. Simplicity is a groundbreaking innovation for the industry which allows members to consolidate all of their in-network bills into one monthly statement, and to spread the payments out over 12 months, interest-free.

Posted on July 20, 2018

Video: Self-Funding

Self-funded health benefits plans deliver incredible value to clients, and we want to help you get the word out to your clients. To help spread the word, we’ve made a client education video explaining the three key ways self-funded plans can help businesses.

Posted on July 18, 2018 in Self-Funding 101

Reference-Based Pricing: Antidote to Rising Healthcare Costs

Healthcare costs in the United States are rising each year. Recent projections from the Centers for Medicare & Medicaid Services estimate that by 2026, nearly one in every five dollars spent in the United States will go to healthcare. What are we willing to do about it?  As a broker, health plan administrator, HR or Finance professional, we’re already working every day to keep costs under control, but is there more we can do?

What if there were a way to pay providers a fair price for their services, one tied to actual costs of treatment, rather than a price based on how much the patient’s benefits will pay out?  Sounds reasonable, right?

4 Ways to Keep Members in Mind

As a broker, it is imperative for you to form a positive connection with your clients, to bring value to them through that relationship as counselors and partners in their success. But keeping members and their needs in mind is also an important part of that relationship.

Posted on June 05, 2018

Historic Low Unemployment Puts More Pressure on Employers

It is quickly becoming a sellers’ market for labor as the national unemployment rate drops to its lowest point in over a decade. Now that the labor market is tightening again, prospective employees are finding themselves increasingly sought after and the competition to win over the best and brightest is increasing. In this new hiring environment, employers are looking for ways to stand out in the marketplace, and a quality benefits package should be a key part of any manager’s pitch to potential new hires.  At CoreSource, we offer a wide range of solutions to help make employers more attractive by promoting a “whole health” approach to benefits.
 

Posted on June 01, 2018

Video: Understanding Your EOB

Navigating healthcare and other benefits can be confusing for members, which is why we create digital educational tools, like videos, to help explain the terminology and products associated with benefits. Our member education video “Knowing Your EOB” is one more tool CoreSource has made to make it easier for brokers and employers to get valuable, useful information to members.

Posted on May 25, 2018

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