“Wan Mei is an angel who brought light to my family when we were in our most helpless and darkest state.”
For one family, those words were not written lightly. They followed months of fear, confusion, and the sort of uncertainty that no family is prepared to face.
The family member who needed support was 19 years old. Bright, capable, and just beginning his college journey, he had been diagnosed with bipolar disorder the year before. While still living at home, he had been effectively managing his condition with medication. But in a new environment, living on his own and navigating school, healthcare, and his newfound independence, things got difficult. He stopped taking his medication and experienced a psychotic break which resulted in him being hospitalized.
For his parents, both immigrants who had worked hard to build a life in the United States, the moment was overwhelming. They were trying to understand their son’s complex behavioral health condition while also navigating an unfamiliar and often opaque healthcare system. They did not know what to do next.
That’s when Premera’s case manager, Wan Mei, stepped in.
From the very first conversation, the member’s family experienced a shift. Instead of confusion, they now had clarity. Instead of panic, they were able to develop a plan. Wan Mei walked the family through the hospitalization process, answered their questions, explained what to expect next, and provided clear, actionable steps that they could take to support their son. But the support did not stop there.
As discharge approached, Wan Mei coordinated closely with the hospital team to ensure the member had a safe transition to the next level of care. She connected the family with in-network providers, introduced them to trusted behavioral health resources, and helped them understand their health plan benefits so they could make informed decisions about their son’s care.
But as sometimes happens in healthcare, things didn’t go smoothly. The first treatment options they tried did not work. But their Premera case manager was still with them, every step of the way. Rather than taking a step backwards, Wan Mei helped the family identify an alternative approach that proved to be a better fit and helped them access it with no gaps in care. She met their questions with patience, took their concerns seriously, and helped identify solutions to the problems that arose.
Their Premera case manager also helped the family navigate challenging issues that weren’t related to healthcare. She helped to prepare the family for conversations with their son’s college, helping them understand and arrange options like temporary medical leave. She also helped the family advocate for the support their son would need to continue his education when he was ready.
While the support Wan Mei provided the family was foundational, she also worked directly with the member, encouraging him to speak up for himself and build confidence as he re-engaged with his behavioral healthcare. As always, the case manager’s support only started with helping to navigate a crisis. It continued by helping the member and their family build a sustainable path forward.
In time, this member’s path became clearer.
The member transitioned from hospitalization to an outpatient program that provided the support he needed. His family felt more confident navigating the system and advocating for their care. The uncertainty that had loomed so large in their lives was gradually replaced with confidence that they could address the challenges they encountered.
When the case was eventually closed, it was because the family had reached a place of stability. They were connected to the right providers, enrolled in the right programs, and moving forward with a sense of direction. In their words, it was a thoughtful and complete transition.
When it comes to accessing mental healthcare that works, people’s journeys are rarely linear. People need patience, understanding, and support that meets them where they are. For this family, the support they received from their Premera case manager made all the difference.
To learn about and access the mental health care, services, and support available as part of your Premera health plan, visit our Care Essentials page.
