When a 61-year-old Alaska Airlines employee decided to move back to Washington after some time away, she didn’t expect to do it in the middle of a hurricane.
Living in South Carolina at the time, she was already managing a long list of chronic health conditions, including fibromyalgia, multiple sclerosis, rheumatoid arthritis, and migraines. She had also been scheduled for spine surgery, but that procedure was abruptly canceled due to a power outage caused by the storm.
Rather than wait for the storm to pass and try to get the surgery rescheduled, the member finished packing and made her cross-country move just days later. But what she couldn’t pack with her was her care team.
During her long and complex move, the member found herself paying out of pocket for essential pain medication because a prior authorization hadn’t been submitted by her previous provider. She had no active prescriptions in place and no local healthcare providers and was facing a near future where she couldn’t access the medications she needed.
That’s when Premera’s Case Management team stepped in.
A lifeline during a storm
The member’s case manager first connected with her through the Wellframe app before the hurricane made landfall, ensuring she had a reliable, ongoing line of communication with the case management team during the storm and over the course of her move. While the member packed boxes, forwarded mail, and drove across the country, her case manager worked behind the scenes to keep her healthcare on track—calling providers, tracking records, and staying in touch with the member at every step to provide updates and encouragement.
Once she arrived in Washington, the case manager helped to transition her care by identifying and securing appointments with a new primary care physician, as well as specialists in pain management, GI, pulmonology, and cardiology. The case manager also helped to educate the member about all the benefits her plan made available, including urgent care options, behavioral health resources, and second opinion services that could supplement and support the care provided by her new team.
Support through a crisis and beyond
Today, the member is comfortable in her new home and getting the care she needs. She recently met with a new pain specialist whom she really likes and is starting to feel some relief. Her care gaps are being addressed, her medications are covered, and she reports feeling more in control of her health than she has in a long time.
She shared with her case manager just how much the support meant to her.
“I really don’t know what I would have done without your help,” she said. “Thank you for sticking with me and helping me find the care I needed.”
With a Premera plan, healthcare isn’t just about appointments and prescriptions. It’s about supporting the people we serve. People with real lives, full of boxes to pack, kids to get to school, and the storms we all have to weather. That’s why our Case Management program exists, providing whole-person care that adapts and addresses life’s unexpected moments—whether it’s a new diagnosis, a cross-country move, or even a hurricane.
No matter where life takes you, no matter what challenges you face, you deserve to face them with someone in your corner.
Want to understand how you can get the most out of your Premera health plan? Visit our website and login or create an account today.
