The Best Healthcare Starts with the Best Information
Healthcare is personal. And it can also be exceedingly complex to navigate for all involved. That’s where CareCounsel comes in. Founded in 1996, and now part of Stanford Health Care, we were one of the early pioneers of healthcare advocacy. We set out to meet a need in the healthcare system by helping the consumer navigate the ever-changing healthcare landscape through education, advocacy and access to expert healthcare resources and information. Why the real need? Consider these facts:
- Nearly half of American adults have difficulty understanding and using health information. [Source: Employee Benefit News, 2017]
- One-third of people surveyed have trouble paying medical bills due to charges from out-of-network (OON) providers — 69% say they were unaware the provider was OON when they received the care. [Source: Kaiser Family Foundation]
- For employees, ongoing changes to healthcare regulations and the uncertainty of future changes have made selecting plans and understanding benefits far more difficult.
- For employers, increasing costs, regulation uncertainty, and the need to reduce their administrative burden while still providing a great service to their employees has become a critical competitive advantage.
CareCounsel wants to change this situation. That’s why we have collaborative partnerships with employers, benefit consultants and other clients. Our goal is to maximize healthcare dollars through education and advocacy — one member at a time. And make navigating healthcare far easier and better.
The issue I was calling about was related to a coordination of benefits inquiry that we received from Aetna. Lisa took care of notifying Aetna that our previous coverage ended the day before our Aetna coverage became effective and that we therefore had is parallel coverage. Lisa was very knowledgeable and helpful, and the issue was taken care of very efficiently and effectively. Thank you!
Meet Some of the CareCounsel Team
Angela
Contact Center Supervisor
I love working alongside the amazing, caring individuals at CareCounsel, helping clients navigate the complexities of healthcare systems, providing insight on HMO processes, and making a positive difference in their lives. I have been told that I go out of my way to assist anyone in need. In my spare time, I enjoy weekend excursions, shopping, working out, cooking, and spending time with my family and friends.
Betty
Member Care Specialist
The best part about helping our clients is being able to support them when complex insurance issues arise. They appreciate that our staff is the perfect harmony of knowledge, friendliness and follow-through. More about me? I’m a nurse, love music, and my favorite classic movie is “Singing in the Rain”.
Brandy
Member Care Specialist
I just focus on getting the job done, and love that CareCounsel empowers me to do that. The best part about helping our clients? I help to enrich their lives every day. I’ve got a double degree in business/computer science and a minor in psychology from UC Davis. In my spare time I love playing video games and spending time with my dog Honey Whiskey.
Bryan
Member Care Specialist
I will go the extra mile to meet client needs. I’m all about taking action and getting results, which could explain why I love Terminator 2. I’m a coffee drinker, a dog-lover, and an artist too! When not working at CareCounsel helping people every day, you will find me spending time with family and friends.
Catherine
Service Excellence Specialist
What I love about my job is that I get to work with wonderful colleagues and interesting members from all over the country and that I can use a career’s worth of health care expertise to advocate on their behalf. At CareCounsel, our clients appreciate that we have so many resources at our fingertips and that they can count on us to follow-up with them when we say we will.
Chris
Member Care Specialist
I love making a client’s day better, relieving their worry and lowering stress – using humor often helps, if I can make them laugh or smile, we all win.
Doris
Contact Center Manager
I love researching health care issues that our members find too overwhelming and complex to handle on their own. I guide my team to educate and assist on claims, authorization, managed care plans, Medicare, and more. High-touch is what we are all about. Me? I love the outdoors and Boston during the winter!
Jamila
Member Care Specialist
I work hard to help clients truly understand the medical plan they have — insurance is confusing, so I feel good when someone tells me ‘thanks for helping me understand all of this.’ Insurance details may not exactly be poetry — but no matter, I write my own anyway.
Janet
Member Care Specialist
What I love about what I do? I learn something new every day and get to apply that knowledge. I can be bossy, but when I’m explaining complex information in a language you understand, I think you will thank me. I have 2 cats and a dog who boss me around at home. And you?
Janis
Member Services Representative
I love providing excellent member service and that I am able to make a difference in people’s lives with their health care needs. It’s rewarding to provide excellent member service and that I’m able to make a difference in people’s lives with their health care needs.
Kathy
Director, HR/Benefits
You know those edgy gym rats? I am one. When I’m not exercising like crazy, I’m working like crazy to get results for clients — always going that extra mile. I love the variety about my job — I get to handle HR tasks, work as a quasi-account manager, and get results that our clients can’t always get on their own.
Kelley
Member Care Specialist
Assisting members and providers in obtaining the information they need to make good decisions — that’s what I love about my job. I think our clients really appreciate that we’re available during business hours with comparatively little hold time. If interested, I can even talk to you about cooking and crocheting.
Lisa
Member Services Rep
I leave no stone unturned or problem unresolved. I like to make our clients happy and go that extra mile. And in case you wondered, I am a cat person. You know the saying, cats have staff. Hilarious, but so true.
Mercedes
Member Care Specialist
I like to think confusion gets lifted and clouds go away when I am involved. I work hard to make this happen. I want to make a member’s day brighter with my energy and positive nature, solving healthcare insurance issues. Sure, I’m an ordinary mortal, though I do love that otherworldly show, Deadpool.
Mohammad
Member Care Specialist
Our clients appreciate that we really care about the important work we do for them. Whether I’m working with a member or a provider, I enjoy troubleshooting and solving problems — complex or small. Making a difference is the best part of what we do. I’m also a sports trivia junkie. Feel free to test me on my knowledge!
Nancy
Director of Service Excellence
I know we make lives better by resolving issues efficiently, and often during difficult times of illness or financial distress. Through the help we provide members on a daily basis, we are making incremental reformations in the health care space. I am particularly adept at recognizing when someone is tap dancing around an issue. Why am I so skilled at this? Because I can literally tap dance too!
Nancy
Member Care Specialist
I get to bring closure to healthcare frustrations and anxieties — assisting members with complex issues. Clients know they have an advocate on their side ready to assist them — that’s the best part about what we do. We have the knowledge to see the big picture. Speaking of the big picture, one of my favorite hobbies is photography!
Paula
Lead Member Care Specialist
I go to bat for my clients, and explore every possible approach to resolve issues. I love it when they say … ‘thank goodness, I got to speak to you, you explained it so easily.’ I give clients peace of mind. I may not be protecting the world like in the movie Avatar, but I am protecting YOUR healthcare world.
Rahima
Member Care Specialist
We truly work as a team - we all assist one another to help clients figure out difficult claims/authorization/eligibility issues. I fight for members, and in most cases resolve issues the first time around. My reward to myself? Frozen yogurt on Sundays, heap it on!
Sarah
Member Care Specialist, Legacy HMO & Provider Services
I have ‘yes’ and ‘no’ buttons on my desk, that way I’m ready for either answer. But when it comes to helping clients, it’s always a yes! I love resolving tough issues, showing clients I care, and assisting in any way I can. If I can make people laugh too, all the better.
Sue
Director, Client Services
I am proud to be in a role where I support employers in getting the most value from their benefit offerings. We assist in resolving complicated issues and provide a high level of service for their employees, retirees and family members. The chef in me likes the analogy that our quality rivals a 5-star restaurant.
Tanisha
Call Center Manager
I know healthcare can be intimidating. That’s why I go beyond answering any of our client’s healthcare questions, and work hard to make a lasting connection. I try to always be upbeat and thoughtful in my interactions with clients. My secret talent? Cooking up great cuisine — healthy of course.
Thomas
Director of CareCounsel Operations
I’ve been known to travel 1,000 miles in 24 hours on a motorcycle after a good night’s sleep. So, going the distance in my job, no problem, and I love doing it! I work with a team of healthcare navigation experts who are committed to solving health insurance challenges every day.
Tiffany
Member Care Specialist
I take ownership of our client’s issues to a whole new level, and get results for them. And best of all, I get to work with wonderful and knowledgeable coworkers that are supportive. We work as a team to take care of our clients. Speaking of teams, my house is teeming with cats and dogs, two of each!
Tom
Member Care Specialist
I go home at night with the comfort that I assisted someone in their time of need. I go that extra mile when clients may not have the resources or time to do so for themselves. You should know, I’m a cat and coffee guy, unless I am watching British mysteries, then it’s tea for sure.
Vicki
Member Care Specialist
I get to help clients with their healthcare needs — that’s what I love about what we do. Our clients appreciate our focus, compassion and willingness to assist while working through their issues.