Member Story: Compass Simplifies Healthcare for Busy Couple
Compass Professional Health Services helps families like Jake and Laura Torres—a busy couple who is balancing work, law school and being parents to a growing family—by eliminating the administrative headaches of dealing with the healthcare system and helping them make simpler, smarter healthcare decisions.
Married for five years, Laura and Jake have a 3-year-old daughter and are expecting their second child in early 2018. Laura is an enrollment services specialist at Southern Methodist University and is finishing her law degree, while Jake recently passed the Bar and joined Winstead, one of the largest business law firms in Texas.
Laura and Jake are constantly juggling schedules. Laura drops off their daughter at daycare in the morning, works a full day and then goes to class in the evening. Either she or Jake picks up their daughter at daycare each day after work.
“If I didn’t have Compass, I wouldn’t have the energy to research healthcare options,” Laura said. “It’s so hard to navigate healthcare.”
When Laura gave birth to her first child, she didn’t realize she needed a pediatrician before she and her daughter were discharged from the hospital. She was so overwhelmed, she just picked one of the pediatricians the hospital recommended.
Things are very different with this pregnancy. Laura worked with her Compass Health Pro Emma Perry, to ensure her OB/GYN and the hospital where she delivered were both in-network.
Emma also helped Laura select a pediatrician for the baby, recommending three in-network doctors, who were highly-rated and met Compass quality standards. These standards include that doctors are board certified, have clean medical records, have courteous staff and are accepting new patients. Once the new baby is born, Laura said they will probably transition both children to the same pediatrician.
Laura and Jake started using Compass’ healthcare navigation services in 2016, when Laura began working at SMU and both she and her husband were in law school.
According to Laura, one of the great services Compass offers is reviewing people’s medical bills to ensure they’re not being overcharged. This turned out to be very helpful when their daughter broke her collarbone.
“We were worried that the $1,700 bill we received for her care seemed a little high,” Laura said. “So, we sent the bill to our Health Pro, so she could determine if the bill was correct.”
Since no two bill reviews are the same, the bill review process can take anywhere from a week to months to complete. Compass Health Pros help eliminate the headache of bill reviews by doing this time-consuming task for members. They not only know how medical procedures are coded, but they also know the right questions to ask when calling insurance companies and doctor’s offices and follow-up with all parties on a regular basis to ensure the process moves forward.
“It was a relief to know the bill was correct. My Compass Health Pro saved me hours of time that I didn’t have,” Laura said. “Even if I had tried to investigate it on my own, I would not have known the right questions to ask.”
Compass has helped simplify healthcare for the Torres family, and they have come to depend on Compass.
According to Jake, when he accepted the position at Winstead, Laura’s first question about the Winstead benefits package was whether it included Compass.
“She was thrilled when she learned we could continue using Compass,” he said.
Laura loves Compass because it helps remove the headaches of healthcare and allows her to proactively manage her family’s healthcare needs. No matter how complicated the issue, her Compass Health Pro always gets back to her within one business day. She admits that she sometimes feels guilty when she sends over a question at 5 p.m. on a workday but is always thankful when she receives a response the next day.
“Compass is an amazing service that makes our lives so much easier,” Laura said. “It helps me take control of healthcare for my family.”