Supporting our Population Health Clients

Jonathan’s 14-year-old son was experiencing behavioral changes and showing signs of anxiety and depression.

He was also struggling at school and acting out at home.

Jonathan called Health Advocate. His Health Advocate Clinical Team:

1. Conducted a clinical intake, reviewing the child’s medical and psychosocial history
2. Reviewed the family’s mental health insurance coverage and discussed possible treatment options
3. Located in-network providers and facilitated the transfer of medical records
4. Discussed pre-authorizations and cost factors regarding out-of-network options
5. After locating EAP and other resources for the family, Health Advocate remained in contact until all needs were met

Kim’s dependent adult daughter was starting college and required a wheelchair to navigate around campus.

After contacting her health insurance company, Kim received a pre-service denial for the wheelchair.

Kim called Health Advocate. Her Personal Health Advocate:

1. Explored the dependent’s medical history and obtained a HIPAA-compliant authorization from the dependent to speak to the health plan and her doctors about the issue
2. Explained the preauthorization process and common reasons for denials, and how we were going to approach the situation
3. Contacted the carrier, who said the request was denied because it was submitted by the dependent’s DME provider, not her prescribing doctor
4. Called the dependent’s prescribing doctor, who agreed to submit the necessary information for the preauthorization to the carrier
5. The wheelchair was approved! Health Advocate continued to follow up with Kim, the provider, and the carrier until the wheelchair was delivered to her daughter

Two days before a large onsite health screening event, a client contacted us to ask a favor—could we begin the event earlier and add more appointment times?

The Health Advocate Biometric Screening team:

1. Contacted a Health Advocate screener, who confirmed she was available that day to support the event’s increased demand
2. Quickly updated the client’s online scheduler to reflect an earlier start time and additional appointment times

The client’s response:

“Thank you for allowing us to modify our schedule at the last minute, and for finding a second person to help with the screenings! We were able to complete 100% of our appointments at least 30 minutes ahead of schedule. You also did an amazing job accommodating everyone, including the walk-ins!”