Navigating the healthcare system is complicated and frustrating for all who have a stake in it, but if you are suffering from a complex medical condition or have received a serious diagnosis, it can be downright terrifying and overwhelming.

A survey from The Commonwealth Fund, The New York Times and the Harvard T.H. Chan School of Public Health shows that Americans facing a serious diagnosis suffer from confusion and helplessness (62%), fears of financial ruin (53%) and frustration with their care (61%). 

For self-insured companies, having superior care management as a component of a health benefits plan for employees is critical. But with every solution provider marketing how it will take care of plan members, how are employers and brokers expected to know what is real healthcare, and what is not?

Understanding the specifics of how plan administrators devote attention to the most complex care needs is vital. Life is rarely simple. Employees get seriously ill and injured, and such circumstances call for a solution that includes:

  • Specialized care from qualified and caring professionals
  • Experience in complex care management
  • Technology platforms that serve employee needs

More specifically, here’s what should you expect from complex care management:

The right people: a compassionate, experienced health team. A patient’s health team is not only experienced but also human, committed to providing compassionate care powered by daily data. Patients experience meaningful interaction with their team, which leads to an engaging experience characterized by visits that don’t feel rushed, diagnoses and treatment options that are clearly explained, and open communication that leaves them feeling confident about their care decisions.

A careful process for complex care management. Patient needs that are appropriate for complex care management range from giving birth to managing a chronic illness to dealing with behavioral health issues. Members get a personalized care plan developed just for them, along with access to a team equipped with the necessary skills to help them navigate complex conditions. Complex care management provides assistance coordinating care needs, including:

  • Assistance with engaging doctors and other specialists
  • A listening ear between doctor visits
  • Education and help understanding treatments and medications
  • Resources to help caregivers practice self-care, and provide relief from fatigue and stress
  • Immediate access to a centralized place to organize and keep digital copies of important papers; medication trackers and dose reminders; and guidance with health benefits, coverage and bills 

Better platforms for employees and employers: When it comes to improving the customer experience and exceeding expectations, the human touch is augmented with the latest proven technological tools. The prevalence of medical intelligence made possible by electronic health records is leading to breakthroughs in all aspects of healthcare, from disease diagnosis to proactive treatment and prevention. The increased ease of sharing this intelligence with all the parties involved in a patient’s care benefits the patient, the provider and the payer.

Lucent Health offers a powerful app that can be accessed by the patient, care givers and others. 

Ensuring your health benefits plan cares for the most vulnerable employees in a company means evaluating the people, process and platforms. For more information about Lucent Health’s complex care management solution, visit


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