Humana Member Story

A Part Of The Humana Family: 

A Member Story Told by Their Care Coordinator

I have had the extreme pleasure of working with Mr. and Mrs. C for the past 3 years. They are simply a joy and are a true testament to the value of care management services.

Mr. C is 86 years old, and Mrs. C is 83 years old. They have been members with Humana since 2017 in the Illinois MMP program. Mrs. C still operates her own small business that she is very proud of. Though they have financial struggles, they are grateful for everything they have and have a strong support network within their family and community.

Mr. and Mrs. C were introduced to me in 2020 at the onset of the pandemic. I first spoke to Mr. C, who expressed worry about running out of food and concern about how he would get more since he was scared to leave his home due to his health (he has asthma) and worried about contracting COVID-19.

At the time, Humana offered the Basic Needs program to members, where care managers could refer a member to receive a food box. I was able to set this up for him and also provide information for local food pantries. However, because of having asthma, he did not feel comfortable going to pantries and he inquired about food delivery options. He was used to being independent and leaving his home as needed but due to the pandemic, he became homebound. Fortunately, the State of Illinois modified its rule for home delivered meals to include eligibility for the elderly who became homebound due to the pandemic.

This was a program Mr. C wanted to set up but because of his breathing problems, he asked me to speak to his wife.

Through this conversation, I learned that Mrs. C was also a Humana member and could benefit from the same resources. Mrs. C was eager to partner with me and the rest is history.

Over the last several years, I have worked with them to maintain home delivered meals, as well as to address other needs that have come up. They have struggled financially due to having limited incomes and I have been able to provide various community resources to assist. Both have had their own struggles managing their health and they have become more dependent on their family for help. One benefit they are both very grateful for are the OTC benefits that Humana provides. Both are advised to take Vitamin C by their PCP but this would be unaffordable to them if they had to purchase it on their own. Through the OTC benefit, each is able to order the amount they need at no cost to them.

I truly look forward to my contacts with Mr. and Mrs. C. Sometimes I talk to them more frequently depending on what their needs are. Each contact is significant for them, even if it may seem minor to others. One of Mr. C’s favorite times of the day is the morning while he waits in anticipation for the home delivered meal volunteers to come. Mornings are the best time to reach Mrs. C and each time she tells me how much they appreciate receiving home delivered meals, how nice the volunteers are, and even what kinds of meals they are receiving. In her own words, “home delivered meals has saved our lives; you are an angel.” I tear up even writing that because referring clients for this service is part of my job, however the service really does save lives.



They also now have a standing OTC order and request to have us place this order for them at the beginning of each benefit period so that it is always available to them. When I first began talking to Mrs. C, she would often end our calls by saying “I love you, Anne!” I felt uncomfortable at first but as our relationship has developed, I really think she considers me to be part of her extended family and I hold a very special place in my heart for both of them.