Someone to watch over you
Imagine your child being born 15 weeks early with a congenital defect such as spina bifida. So many decisions to make. So many doctors to talk to. And, so many medical bills to deal with. Employees in BCBSND's Customer Contact Center wanted to do something to make it easier for families to navigate the medical maze—to give them time to spend with their baby.
They created the Member Advocate Program (MAP) for families facing life-changing medical events. Through MAP, a member advocate from BCBSND contacts the family to offer assistance and support.
The member advocate helps them understand their medical bills and insurance benefits, contacts providers with the member or on their behalf to resolve billing problems, and monitors claims to ensure they are being processed correctly. Because MAP families have complex claims, the program allows them to contact their member advocate directly when they have questions.
In March 2011, BCBSND's first member advocate, Miriam Griffin, made her first call to offer help. Since then, MAP has helped more than 70 BCBSND members.
For now, MAP serves families of very premature babies and of babies who have congenital defects. In the future, the program will expand to include children who have cancer or congenital defects as well as members who have traumatic injuries or transplants.