Member Story: Compass Helps Engineer and His Family During Health Crisis
A 43-year-old engineer for a technology company was familiar with Compass Professional Health Services, but he had a whole new appreciation for the company’s healthcare navigation services when his family was faced with a major health crisis.
In mid-September 2016, his son started having blood in his stools and was in the hospital on a weekly basis. By early October, his son was seriously ill and on his way to missing more than a month of school.
He reached out to his Compass Health Pro Jasmine Martinez to help him identify highly-rated pediatric gastroenterologists for his son. After visiting multiple specialists, having a colonoscopy and a test to examine the lining of the esophagus, stomach and duodenum, his son was diagnosed with Celiac disease. Celiac is a serious genetic autoimmune disorder that makes people unable to tolerate the protein found in wheat, rye, oats or barley. It causes inflammation in the small intestine, which decreases its ability to absorb essential nutrients in food and can lead to malnutrition, dental problems, bone loss and even lymphoma and bowel cancer. Once diagnosed, the disease can only be managed with a strict, gluten-free diet.
In November 2016, the employee’s son returned to school. However, by then, the medical bills were piling up as a result of his son’s frequent GI visits and MRIs. The employee had a lot of questions about the flurry of charges and how his insurance plan determined what was and wasn’t covered.
According to the employee, Jasmine saved the day and was his trusted partner to get through this crisis. When he received his EOB (Explanation of Benefits) statements and didn’t understand the codes or why they were being billed at a certain rate, he scanned them and sent them to Jasmine for verification.
A Compass Health Pro since February 2012, Jasmine was drawn to Compass after seeing her mom grapple with a number of medical issues.
“I feel personally responsible for any issues brought up by my members and resolving them is very satisfying,” Jasmine said. “Every call I take or email I receive is a fascinating new puzzle for me to solve. I always look forward to seeing what the next day will bring.”
With his son’s medical bills, the employee met his 2016 healthcare deductible, at which point additional expenses were covered at 100 percent under his employer’s health plan. By using Compass, he ultimately saved his employer $2,245.
When it was time for employee to pick a health plan for 2017, he asked Jasmine to analyze the different health plans his company offered and determine which would be most cost-effective for his family. Jasmine helped him understand his expected healthcare needs and explained the pros and cons of the three medical plan options, giving him the information he needed to decide which plan was right for his family. He ended up choosing the high-deductible health plan (HDHP), which included his employer contributing a lump sum to his Health Savings Account (HSA).
According to the employee, “I rarely find anyone who is that customer service oriented in today’s world. Jasmine’s kindness, persistence and professionalism puts Compass in a high-class tier.”
“I think all organizations should provide Compass to their employees, to help them navigate their complicated healthcare issues,” he said. “It’s a great benefit, and this ‘wow experience’ has made me a loyal Compass member.”