CCNC Care Management - Helping Patients Get the Care They Need
Every day, CCNC Call Center and Care Management staff work closely with patients, managing hospital discharges, unraveling medication challenges and connecting health plan members to needed services in their community.
Susan Dickens
CCNC Care Manager
Surgical Delay Avoided
- The mother of an UnitedHealthcare (UHC) member called me in a frantic state. Her daughter was supposed to undergo a tonsillectomy in January, but when she called to find out when to arrive, nothing had been arranged.
- Her ENT’s office informed her the procedure couldn’t be scheduled because her daughter’s Medicaid coverage would terminate at the end of January. NCTracks showed coverage through February 29, but the ENT office insisted they could not schedule her until February to ensure she had coverage.
- Patient’s mom was very upset as she had already taken off work to help her [daughter] recover and she was concerned she would run out of PTO if the surgery were delayed. I called UHC, confirmed coverage through February, and initiated a three-way call with UHC and the ENT office to reconfirm coverage and get the tonsillectomy on the schedule.
- Member had surgery as originally planned and is now home recovering well.
