Grand Rounds Blog

The biggest healthcare challenge for most Americans, after affordability, is struggling to understand complex benefits. A study from the United Healthcare Consumer Sentiment showed only 9% of US citizens knew the meaning of four basic insurance terms: health plan premium, health plan deductible, out-of-pocket maximum, and co-insurance.


Are most people fumbling their way through healthcare? Overpaying for underwhelming or dangerously unnecessary medical services, missing out on free preventative care, not utilizing helpful resources simply because no one knows they’re there—all take a major toll on the health and wealth of the American worker.


The solution seems clear enough: Give people the confidence, timely information, and support they need when making critical medical decisions for themselves and their families – no matter how big or small.


Employers are stepping up to do just that. They’re purchasing the services of third-party companies who solely advocate for patients, as a benefit for their employees. Most of these companies are powered by data, but maintain their humanity through patient care teams who see and hear, first hand, the health issues and treatment obstacles American workers face everyday. With unyielding empathy and professionalism, care teams help topple these obstacles in a few key ways:

Above and beyond is how far a good care team will go for a patient in need. Like a trusted friend on the phone, they provide endless emotional support. They also help solve problems way outside the boundaries of normal customer service expectations, in relation to helping a patient access care.

The logistics; figuring out medical costs, aligning schedules, and gathering records is where most people get lost in the system. Care teams change the route that people take. They handle these tasks to take the burden from individuals who can then focus on simply getting better.

Not all doctors are created equal, as many patients can attest to from their own bad experiences. Backed by strong data, care teams find the right doctors, set appointments, and accomplish a whole slew of backstage tasks to get patients seen by the right providers.


American healthcare may be plagued with problems, but companies who care about their employees are taking action. It’s a momentous first step in fixing a broken system.

Next story Empower your employees to be Healthcare savvy

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