It’s hard to explain a new field of work to the public: you get a lot of “what is that?” “what do you do?” “is that even a job?”Assisters are a brand new position for most institutions like mine. To add to the confusion, they can be called several things: in person counselors, certified application counselors, navigators. All of these are just super fancy names for the role of guiding the community through the terrain of the Affordable Care Act.
The job is not your typical 9-5: weekend and nights are tacitly mandatory. Unless your organizations have a lot of man power and money–PrimeCare is not in this boat– the job is not just strictly enrollment and education. Assisters are master jugglers, balancing phone calls to answer questions, appointment setting, case follow-up, one on one and family appointments, administrative paper work. If you’re my team, add the difficulty of doing this in 3 languages- English, Spanish, Polish– while having a solidly booked schedule from the moment you walk in, to the moment you leave. It’s more than a day’s work always but definitely all in a day’s work. Tuesday seems like a good day as any to show you our typical full day and the volume and richness of cases we see daily.
7:30am- walk in, immediately notice 16 missed calls on my line from when I left at 545 yesterday to this morning. Decide to complete call backs before the day gets cranking. 3 new callers and 3 new appointments interrupt my phone calls.
8:45am- my 9 am walks in early thankfully and we get going! Marketplace enrollee, only speaks Spanish. We share a cup of coffee, share some thoughts on the cold weather, and enroll her and husband in a health insurance plan for the first time in over two years when they were dropped from coverage. She calls me the little miss that could.
10 am- A team member’s marketplace appointment runs late and Irene, a 56 year old woman walks in. She’s super tiny but so fashionable in her fuchsia sweater. She’s furious after having been dropped by her health insurance two months ago and has been really lost about where to get help. She calms down after she hears she will be eligible for medicaid in Illinois, which is a vast improvement for her financially since she doesn’t work and depends on the house she rents. With the downturn in the economy, she shares some thoughtful comments on surviving in an industry where no one is renting right now. I end up giving some tough love and ask her to go get a social security card. She fights me tooth and nail but once I let her know how smoothly I want her application to go, she placates me and promises to be back this afternoon.
10:38am– My 64 year old client walks in early thankfully! It seems like a small difference, 22 minutes, but it means the world in a packed day. Altagracia enrolls in a Marketplace plan and I’m able to help her get a plan that saves her $200/ month, cuts her deductible in half to $3,000, and covers her generic medications without costs. She is ecstatic leaving the office– she had to call five other places before she found us.
11:35 am- 21 year old Beatriz walks in with her mom, Ana, who is also applying. I end up chatting with Beatriz. “I don’t need health insurance right now but my mom tells me that I need to get it,” she says. It’s smooth sailing for her application and luckily her mom is able to simultaneously enroll her and her husband in the marketplace. With the help of a teammate, mom, dad, and daughter all have coverage within an hour’s time.
11:55am- A team member comes and grabs me- the tell-tale signs of “uh-oh” are etched on her face. Esperanza is a 36 year old female. She was healthy, she was all smiles when I met her over the summer and helped her enroll. She now carries the weight of her body gingerly, slumped in a chair. Her eyes are sunken, her hands shake. She wears a vibrant head scarf to hide the effects of the brain tumor she has been diagnosed with in the last few months. She applied for CountyCare, the adult medicaid program over the summer, back when we were telling people, “expect to hear back within 75 days.” At 125 days since application date, her application represents a gross anomaly in the application turn around and she wasn’t worried about it until her medical story changed. She was fine. She was okay. She thought she would be enrolled and things change. Life happens.
She breaks down in front of me and I have to bite my cheek so I don’t cry too. I have to will myself to be strong and clear-headed for her but it’s hard. She looks too much like my mother. She tells me how since her diagnosis she has been seeing doctors wherever possible, with whomever will work with her and her friend’s finances. She begs me to help her get insured, to find out what’s going on. I end up escalating her case to our senior management team. She’s one of us now, we need to care for her until the state does on paper.
She and I chat for 20 minutes, but those 20 minutes mean the world. I promise to take on her case myself and I have. As she walks away she says, “I come back here because you and your team, you all have honest faces. You can tell that you mean what you say,” and with that she seals her place in my heart and a constant nag in my gut that promises I won’t be forgetting her all day. I don’t. “Thank you for helping me. I don’t have anything to pay you with and I can’t promise you that I will ever be able to pay it back, but I know that God will.”
12:15pm- I get a call from the Emergency Room at Saint Mary and Elizabeth Medical Hospital- there’s a woman in need of assistance. I take a brisk walk over and see her. Carmelita is 59 and she has the kindest eyes and smile I have seen in a long time. She lost her job a few months ago and is now living in a shelter in a church. She is uninsured and really worried about the pain in her back. I get her enrolled in CountyCare and she and I dedicate a good amount of time to the game plan as I call it. She has no reliable cell: “They give a phone but I use up the minutes so quickly since there are such few minutes.” We agree that I will be in touch with a sister at the church and make a plan to meet if she should receive any communications. She also asks me to become her approved representative so I can also receive her correspondence. I wholeheartedly agree. As she leaves she says, “Thank you for being nice and not making me feel bad. No one is ever nice to people like me.”
1 pm-- An ED attendant spots me as I’m getting ready to leave and asks me to see someone. Josselyn is taking care of her mom who just got admitted into the ED. She had applied for CountyCare over the phone over the summer at the central office but her application was inexplicably incomplete. Her mom has now been admitted and definitely needs insurance. I start to ask Josselyn her mom’s information and she stops me– “I’ve been up all night. My brain is fried.” I stop her and say, “It’s okay. Go home, rest, and if you think about it, grab your mother’s state id, social security card, and utility bill. I’ll come see you here at the hospital whenever you’re ready.” Updated note: Josselyn called me the next day and asked me to come to their hospital bedside, and I did. Mother is now enrolled in CountyCare and her emergency room visit and stay will be covered.
2 pm– I finally make it back to the office. Team mate grabs me– rumor around hospital is there is a free holiday lunch!
2:35pm– 19 missed calls. Get back to calling everyone back. Too many scheduled appointments and answered questions it all starts to blur.
3:30pm– I get on the path of starting to figure out what’s going on with Esperanza’s case- I’m on hold for 45 minutes and don’t hear anything new.
4:15pm– CountyCare policy changes get announced- I get on the line with administrators at CountyCare and try to get on the investigative trail of some applications I’m worried about.
4:55 pm– I chat with senior leadership about Esperanza’s case and get advice on next steps.
5:05pm– I call Esperanza and talk next steps. She’ll be in to see me later on in the week to chat about her care.
5:10pm- I call Irene and leave a calm nice message but really I’m thinking: “Ireennne– where are you???”
5:25pm- Team powow/ decompression minutes- we chat the world, Ke$ha, and the cases that are under our skin.
5:33pm– Irene walks in with Social Security card print out in tow– Thank heavens.
5:48pm– I finish this morning’s cup of coffee.