Getting to Know Our Patient Advocates: Q&A with Angie McFadden & Michelle Gilmore
Angie McFadden
Patient Advocate
How long have you worked for ConnectCare3 in your role of Patient Advocate?
I first started working at Benecon as a Sales Coordinator in May of 2012. After 6 ½ years at Benecon, I transferred to ConnectCare3 as a Patient Advocate in September of 2018.
What are some of the most common reasons people contact ConnectCare3?
The majority of our callers have received a diagnosis and they are looking to work with one of our nurse navigators for support. We also get requests to identify in-network specialist physician options such as Orthopedics, Dermatology and Neurology just to name a few. We also assist our nurses by researching social services options such as in-home health care and local support groups. Lastly, employees also contact us to enroll in the ConnectCare3 programs such as Chronic Disease Management, Nutrition Education or Tobacco Cessation.
After someone speaks with a Patient Advocate, what can they expect from ConnectCare3?
As patient advocates, Michelle and I realize that it can be challenging to make that initial first call to ConnectCare3. We try to provide personalized care and support to all of our callers. We conduct a brief intake assessment to learn more about a caller’s specific concerns and determine which program(s) might be most helpful to meet their needs. We also gather the caller’s demographic information and have them sign a medical consent form as our policy requires that all new patients sign a medical consent form before our staff is be able to extend services to them. Once we receive their medical consent form, a member of our team will be in contact with the client within 24 to 48 hours.
What do you like most about your role as a Patient Advocate?
I truly love my job as a patient advocate with ConnectCare3. In the past, I experienced a life threatening diagnosis and I can empathize with our callers when they are facing a similar situation. It is very fulfilling to know that, even in a small way, I was a part of the solution in providing them with the care and support that they needed.
Michelle Gilmore
Patient Advocate
How long have you worked for ConnectCare3 in your role of Patient Advocate?
Thirteen years (since December 2008); I was the second employee to be hired after LaRue McManus. I worked as an Associate Account Manager on the Benecon side in the Public Sector area for almost two years prior to that.
When someone contacts ConnectCare3, what can they expect?
One of the Patient Advocates will conduct a brief intake assessment with you. During this assessment, we will learn more about your specific concerns and what program might be most helpful to meet your needs. We will gather your demographic information and have you sign a medical consent form. Once we receive the completed consent form back from you, one of our staff members will contact you on the next business day.
What are some of the most common reasons people contact ConnectCare3?
People typically contact ConnectCare3 after they receive a new diagnosis and want to work with a nurse. The majority of our patients reach out to us for assistance with oncology, orthopedics, cardiology, dermatology, gastroenterology, urology, gynecology, rheumatology, or pulmonology issues. We also added a Chronic Disease Management program two years ago which is geared toward individuals with diabetes, high blood pressure, high cholesterol, or obesity.
What do you like most about your role as a Patient Advocate?
Each day is different and we can tailor our services to meet each patient’s unique needs. We work very closely with our nurse navigators each work day. For example, if the patient has a health issue that requires them to take an expensive prescription drug that’s difficult for them to afford, we will research savings programs available for the drug they’re on. We leave no stone unturned as we partner with our nurses to provide resources for our patients. At the end of every day I find it very rewarding if I feel I did something that day to be a rainbow in someone’s cloud. I strive to exceed the expectations of our patients each day and make their world a better place.