Through difficult times

A tale of resilience and the power of compassionate support begins with Monica, a strong, devoted mother, and her young daughter, Lucy, who was bravely grappling with a diagnosis of a pediatric bone disease. This mother-daughter duo, firmly anchored in their regular healthcare routine, suddenly found themselves out of their element when their trusted hospital closed its specialized department, pushing them to explore other options.

An unexpected turn led them to a specialist at an out-of-network hospital – a new place with unfamiliar procedures and processes. Monica was asked to apply for prior authorization, a process that was completely foreign to her. Faced with a task she’s never done before, Monica's stress grew exponentially.

Thankfully, Avery – a WellSense Care Manager – was there to help. Avery’s calm demeanor and empathetic approach proved to be the beacon of light Monica needed to weather this storm. She guided Monica through the entire process, ensuring that it was clearly understood, and all concerns were addressed.

Avery took the reins, coordinating with the new specialist's office to navigate the authorization forms, and making sure everything was in order. This act may seem simple to some, but for Monica, this was the lifeline she desperately needed.

As Avery relayed the news to Monica, she heard an audible sigh of relief. Because of Avery’s expertise, Monica could now refocus her energy back on Lucy’s needs. Avery's genuine care made all the difference during a challenging time. 

Names and locations have been changed to protect the privacy of the individuals involved.