When Carlos and Renata immigrated to the U.S. in 2012, they came with hope and determination. Over the next twelve years, they built a life together—one rooted in hard work, community, and dreams for the future.
Then, Carlos was diagnosed with metastatic cancer, and everything changed.
The news was devastating. Carlos’s condition progressed rapidly, and soon, he was receiving hospice care. When complications landed him in the intensive care unit (ICU), Carlos could no longer speak. But even then, he found ways to communicate—often texting Renata, his wife and closest support.
While Carlos fought to stay connected, Renata found that she had to fight to be heard.
She felt lost in a system she didn’t fully understand. As an immigrant and English-language learner, Renata found herself excluded from conversations about her husband’s care. Despite being his wife and caregiver, updates about his condition and decisions about his care and needs were directed toward her sister, who spoke fluent English. Renata was devastated. She didn’t understand what hospice care meant or what decisions were being made for her husband—and she felt invisible.
Premera steps in to support
Cely Quisano, a Premera case manager and licensed clinical social worker, reached out to Renata with empathy and respect. She didn’t come with a checklist—she came to listen and understand how Carlos and Renata’s health plan could support them. And over time, Renata began to open up.
She shared how excluded she felt. How her voice, and Carlos’s wishes, seemed to matter less because of their background. How cultural and language barriers were leaving her overwhelmed and alone.
Cely listened to Renata’s needs—and then, she advocated for what Renata and Carlos needed.
Cely worked directly with the hospital to ensure Renata was part of every conversation about Carlos’s care. She coordinated interpreter services so Renata could fully understand what was happening and speak on Carlos’s behalf. She also coached Renata on how to advocate for herself and for Carlos in a healthcare system that often made it hard to do so.
The impact was immediate. Renata began to feel empowered. Communication with providers improved. She was able to make informed decisions for her family with confidence and clarity.
But Cely’s advocacy didn’t end there. She helped the family access financial support for essentials like food, rent, and utilities. She assisted Renata in applying for Medicaid and SSDI benefits for Carlos. And when Carlos moved to a skilled nursing facility, Cely worked closely with a Premera medical director to make sure the facility understood Carlos’s needs and delivered culturally appropriate care.
Sadly, Carlos’s condition worsened, and he was re-admitted to the hospital, where he passed away due to complications from an infection.
Even in grief, Premera remained by Renata’s side
Cely personally reached out to offer condolences and helped Renata close out Carlos’s case with care and compassion—ensuring there were no claims issues, and that support systems for Renata were still in place and providing the help she needed.
At Premera Blue Cross, we believe that healthcare is about more than access to services. It’s about being seen, being heard, and being supported through life’s most difficult moments.
Carlos and Renata’s story is a powerful reminder of why we do what we do. It’s why our case managers go beyond the basics and ask the kinds of questions that help us make a real impact for the people we serve. It’s why we advocate for culturally respectful care. And it’s why we walk beside our members, not just as healthcare professionals, but as human beings.
Want to learn more about how Premera Care Management supports members with difficult diagnoses?
Visit Premera.com or sign in to your member account through our mobile app to find out what programs may be available for you.
