Employee Benefits Senior Client Advocate’s Dedication Secures Vital Medication Approval

Showcasing an above and beyond approach to servicing our clients and members, Melinda Rhoades recently assisted an employee's wife in securing approval for a vital medication that allowed her to walk. Facing communication challenges between Blue Cross of WV and the local Highmark office, the member experienced frustration in obtaining necessary approvals.

Taking the initiative, Melinda worked closely with their Highmark representative to streamline communication and simplify the approval process. Despite prior setbacks and the member's past frustrations with a previous broker's inaction, Melinda successfully navigated the hurdles, ensuring timely approval for the essential medication. The member, initially relieved and later thrilled, personally expressed gratitude through multiple heartfelt texts.

In November 2023, when the insurance transitioned from Highmark to UPMC, the member faced the challenge once again. This time, leveraging experience and commitment, they expedited the process, securing approval swiftly. Throughout this journey, Melinda maintained open communication, providing the member with updates at each crucial step.

Melinda exemplifies the dedication and empathy that our advocates bring to their roles, making a meaningful impact on the lives of those they serve. It is a testament to the commitment to not only delivering excellent coverage but also providing unwavering support and care.