Compass recently achieved a major milestone, providing its 1 millionth health navigation solution. To celebrate, we’re sharing some of our favorite stories that show how Compass has touched the lives of our members. Today’s blog is the second in this series.
Chen-Chih “CC” works in the corporate office of Alon USA, an independent refiner and marketer of petroleum products. Married with two teenage daughters, CC has had Compass perform 108 health navigation solutions for her in the past four years.
CC became aware of the true cost of healthcare when Alon moved to a consumer-directed health plan several years ago. Under this type of plan, CC had more visibility into the real cost of healthcare. As a result, she has come to depend on Compass to help her navigate healthcare, identify high quality, cost-effective healthcare options and save money. She also likes the fact that Compass helps her maximize her time, since it only takes her a couple of minutes to email her healthcare questions to her Compass Health Pro Sarah Gallo, who does the research behind the scenes and provides her with a response within 24 hours.
One of the reasons CC requested so many healthcare solutions over the years was because one of her daughters has a thyroid problem and needs to see a doctor and have blood work done on a regular basis. Compass supports the entire family, whether all members of the family are on the health plan or not. CC asked Sarah to help her find a highly-rated pediatric endocrinologist for her daughter. When this specialist moved practices soon after CC’s daughter’s first visit, she was automatically assigned to a new doctor in the same office. Sarah stepped in again to do additional research to ensure the new doctor was in-network and met Compass quality standards.
One of the major frustrations in healthcare is when paperwork falls through the cracks between healthcare providers, causing the average healthcare consumer to spend hours of time correcting issues. This is where Compass Health Pros can be real timesavers. When CC’s daughter switched to the new doctor, her insurance information was never properly communicated to the new lab, causing the out-of-pocket cost for her daughter’s periodic lab work to jump from $10 to $157. Sarah stepped in and worked with the doctor, the lab and the insurance company to have the labs covered and applied to her deductible. She resubmitted the paperwork to the insurance company and resolved the issue.
An experienced Health Pro, Sarah has worked at Compass since June 2014 and enjoys having an impact on people’s lives. She doesn’t just handle basic healthcare questions, she serves as a healthcare consultant for members, providing information and suggesting other healthcare options to consider.
“Working with CC has been very rewarding because every time she comes back for more assistance it seems like she has a better idea of how her medical insurance works,” Sarah said. “Rather than just creating a Compass fan, I’ve watched her become a more educated healthcare consumer.”
Thank you to CC for letting us share her story!