Juan*, a client of Medical Case Manager (MCM) Issac, faced a daunting pile of medical bills and was deeply concerned about his ongoing care. Due to his health, Juan is currently unable to work and relies heavily on his daughter for financial support. When Juan and his adult daughter met with Issac, the emotional toll of the situation was evident—Juan’s daughter was on the verge of tears, overwhelmed by the $3,000 in medical bills that Juan simply could not afford.
Juan expressed his dissatisfaction with the medical care he had been receiving at another clinic. Despite years of treatment there, he felt increasingly neglected and unheard. His health had deteriorated over the past several months, leading to dialysis and surgery. Yet, each visit to his provider resulted in reassurances that he was fine, even though he hadn’t seen his actual provider for the last 3-4 appointments, only an assistant.
Issac took immediate action, scheduling an in-person appointment with Juan and his daughter. Together, they contacted Juan’s insurance, the hospital, and his specialists. To their relief, they discovered that all the bills Juan had been receiving were actually covered by his insurance, and there was even a small credit. Without Issac’s intervention, Juan and his daughter would have attempted to pay the substantial amount without questioning its validity.
Issac also informed Juan that he could switch his provider and receive his HIV medical care at Greater Family Health without affecting his benefits or case management. This news was a revelation for Juan, who had believed the other clinic was his only option. The proximity of Greater Family Health to Juan’s home and the presence of his MCM at the same clinic offered additional convenience and support.
By the end of the appointment, Juan and his daughter were crying tears of joy. Juan described it as a profoundly uplifting moment. Typically reserved and hesitant to ask questions, Juan was grateful for his Medical Case Manager’s advocacy and determination to get the answers he needed. He was also pleased to learn that Greater Family Health has Spanish-speaking staff to assist him with his care.
Issac plans to schedule Juan an appointment with Monica Herdrich – one of Greater Family Health’s Family Nurse Practitioners that specializes in HIV care – soon, so he can begin receiving his HIV and primary care at Greater Family Health. This experience not only alleviated Juan’s immediate concerns but also provided him with a renewed sense of hope and support for his future.
*The Patient’s name has been changed to protect their privacy.
