Care Manager Kimberley S. is a “friend on the inside” for member and his family

Photo caption: Regence member Jeffrey Trela-Hoskins enjoys being outside and visiting horses.

Regence member Patty Trela describes her son, Jeffrey Trela-Hoskins, as quiet but happy—someone who loves funny noises, children and people. He also loves being outside, she says, and the beat of a good rock ’n roll song.

One special activity Trela-Hoskins enjoys is horses; he participates in an equine therapy program near his home in Salt Lake City, Utah. “Jeffrey’s 4 feet 10 inches tall, but he’ll walk right up to them and put his face near their noses,” says Trela. “He likes their energy.”

Trela-Hoskins, 26, has IRF2BPL-related disorder, a rare neurological disease caused by mutations in the IRF2BPL gene. His symptoms include seizures, the nonverbal state of aphasia and swallowing and gastrointestinal (GI) difficulties. His mom cares for him full time.

“We often find ourselves in the hospital for different reasons,” says Trela. “And that’s how we met Kimberley.”

Collaborative care, timely support

Kimberley S., RN BSN, is a nurse care manager at Regence. For more than a year, Kimberley has been supporting the family via phone, working closely with Trela-Hoskins’ primary care doctor to address GI conditions and help manage his medications to reduce the risk of complications and hospitalizations. She calls Trela on a regular basis to check in.

“If I have questions about medications, she’ll research them and get back to me with answers,” says Trela. “She’ll make calls to the hospital or whomever she needs to. She gets things done.”

One time, Trela was struggling to get answers from a physician so Kimberley made a couple calls. “I don’t know what happened, but the physician reached out to me with the answers,” says the mom.

“A friend on the inside”

Earlier this year, her son experienced worsening swallowing difficulties, losing weight and becoming dehydrated. In the hospital, Trela-Hoskins received a feeding tube and was discharged home. The family awaited delivery of formula and feeding tube supplies. They were down to one tube feeding. Trela called Kimberley, who learned the supplier was awaiting order clarification from the provider. Kimberley called the provider’s clinic, requesting staff page the on-call physician to address the issue urgently.

The next day, Kimberley hadn’t received an update so she called Trela. “I don’t know what you did, but they’re delivering everything we need tonight,” the mom told the care manager. Kimberley’s intervention helped the family avoid another hospitalization and saved $43,000 in potential inpatient costs.

Says Trela, “Kimberley can find the back door.  And she calls when she says she’ll call. That’s really helpful because sometimes you feel like you’re all alone [in healthcare] and you’re not getting what you need. It’s like having a friend on the inside.”

How a care manager can help you

If you or a family member ever face a new health issue or need help with a complex one, our care managers—experienced registered nurses, behavioral health clinicians, social workers and pharmacists—are here to answer your questions and make sure you get the care you need.

We partner with you and your healthcare team to support a treatment plan based on your needs, support system and benefits. And we take a holistic view of your health, looking at how all the pieces of your care experience work together for you. We may even reach out to you proactively to offer our services.

Get extra support for your health

Regence care managers

• Offer support, information and resources
• Coordinate care among providers and help with transportation
• Answer questions about benefits and health conditions
• Make sure you’re getting the right services
• Help you navigate and manage a new diagnosis
• Help manage a complex or chronic condition

We can help with the heavy lifting of setting up care conversations and appointments—and we can provide recommendations to address any potential gaps in care. You can rest easy knowing we’re working behind the scenes as your advisor, coordinator and health system navigator.

Contact Regence Care Management Care Management is available with most Regence health plans at no cost to members. There is no specific health criteria you need to meet. Our team is here to help you manage your health with support and confidence. To get started or ask a question, give us a call at 1-866-543-5765 or email CaseManagement@regence.com.