BlueCross BlueShield Member Story

Coordinated Care With Life-Changing Outcomes

On Feb. 6, 2025, a Blue Cross Community Health Plans Care Coordinator reached out to a Spanish-speaking member to offer care coordination services and help her get a quad cane. At the time, the member declined services, but the Care Coordinator still made sure the cane was delivered within two weeks.

Months later (October), the member contacted the Care Coordinator feeling very anxious. She had hip surgery scheduled in December and was worried it might be canceled. She lived in a basement and had limited family support. She was especially concerned because she did not have anyone to help her after surgery. Language barriers and stress made the situation even harder.

The Care Coordinator re-engaged with the member in November and explained important topics like power of attorney and advance directives. The Care Coordinator then worked to create an after-surgery care plan. The care plan included a home nurse for two weeks and help from the member’s nephew, who agreed to take her to physical therapy appointments. The member was relieved to have a plan in place.

After surgery, the results were very positive. On Dec. 10, 2025, the member happily shared that she felt “brand new” and was moving well. By Feb. 2, 2026, she had finished 12 weeks of physical therapy. She could walk on her own, drive herself and continue her exercises at home.

The member shared that without the Care Coordinator’s help, her surgery may have been canceled, which would have delayed her recovery. Instead, with the right support and planning, she is now healing and living more independently.