Registered Nurse Health Coaches at Independence Blue Cross are helping members recover faster, avoid complications, and lower healthcare costs by providing early, personalized support. By connecting with members soon after a procedure, they help simplify recovery, coordinate care, and guide the next steps. This all makes the process easier for members and improves outcomes.
“Healthcare can be complicated, especially when it’s not well coordinated,” said Diana Lehman, Vice President of Case and Condition Management at IBX. “When members have someone guiding them early, they’re better able to manage their care, avoid setbacks, and focus on recovery.”
IBX RN Health Coaches are part of a care team that includes social workers and behavioral health specialists. They work together to support all of a member’s needs, not just their condition. This work is highlighted in the below video that is part of IBX’s commitment to Getting Healthcare Right.
Whole-Person Support, Right from the Start
The video shows IBX RN Health Coach Jessica helping a member, John, recover after hip surgery. She connected with him within days to help plan his recovery and prepare for care at home. She also helped with equipment, transportation, and physical therapy while he was dealing with personal challenges.
For John, the experience stood out. “I felt like a person she cared about, not a case number,” he said.
Helping Members Lower Costs and Avoid Setbacks
Nurse-led support helps members understand their benefits and lower their costs. Jessica helped John get the equipment he needed at no additional cost. She also helped him find physical therapy with no co-pay and helped him choose the right places to receive care.
This support reduced financial stress. It helped John focus on healing and avoid unnecessary hospital visits.
Getting Healthcare Right
IBX RN Health Coaches help members understand their care and feel more confident. For members like John, that support goes beyond care coordination. It builds trust, reduces stress, and helps members recover better.
Members can reach an IBX RN Health Coach 24/7 by calling 1-800-ASK-BLUE and follow the prompt for Health Coach.
