BlueCross BlueShield Member Story
New Member Gets A Fresh Start
Earlier this year, Kelly, a new member, was admitted to a behavioral health hospital. Kelly had experienced prior hospitalizations, but this was the first time getting care through Blue Cross Community Health Plans (BCCHP).
Kelly, who identifies as non-binary and uses the pronouns she and her, shared during past hospital admissions, she saw the care coordinator from BCCHP helping others and wondered when someone would help her. As the care coordinator approached, she smiled and said, “It’s finally my turn.”
At the time of her admission, Kelly was homeless and needed stable housing to support her long-term recovery. Other challenges included no phone or way to stay connected with her providers, and difficulty getting medications once discharged from the hospital.
Kelly’s situation required rapid coordination across care teams and community partners to ensure a safe and stable transition. Within 24 hours, the care coordinator arranged immediate housing support with a community organization that secured an apartment for her.
Bridging the pathway to continuous care and engagement, Kelly was given a new cell phone to keep the lines of communication open with her health care providers and support team. She was also paired with a care coordinator who specializes in gender-affirming care to get the support and care she needs throughout her health care journey.
Kelly made a smooth transition from the hospital to her new home. However, she faced a barrier getting three prescribed medications. Once notified, the care coordinator identified the prior authorization issue, contacted the discharge provider and resolved the problem within an hour. She was then able to get all medications without delay.
