When most people think of their health plan, coverage naturally comes to mind. But AZ Blue is more than health insurance. There are real people whose job (and passion) is to look out for you in moments big and small — especially when life takes a turn.

Our Care Managers—made up of healthcare professionals like nurses and social workers— do far more than help you understand your benefits. From wildfires to the sometimes wildly complicated healthcare system, our Care Managers help members navigate their needs and get support fast. Here are some examples of our Care Managers in action.

Extra care in tough moments

Denise answered the call to help a member find a surgeon. As Denise listened, it became clear that the need was bigger than the next step in treatment. The member was grieving the loss of a loved one and needed someone to simply stay and listen. Denise did—offering compassion first, then guidance. By the end of the call, the member said it felt like talking to a friend, not a medical professional, and called Denise an “angel on earth.” Care Managers—and the rest of our clinical team—are often described in this way. It’s like having a friend on the inside!

Care when disaster strikes

When wildfires threaten Arizona communities, our Care Managers reach out to members in harm’s way. After one AZ Blue Health Choice Medicaid member evacuated her home in a hurry, leaving medical equipment behind, we coordinated the delivery to her temporary location. We also took the extra step of scheduling follow-up care.

“When AZ Blue called me, I was in shock,” the member said. “I couldn’t believe my insurance company would call me to make sure I was OK because of a fire in my area. Thank you to [my Care Manager] who is an angel and just what I needed.”

Care in emergencies

Jennifer called a mom, who evacuated with her child after a fire spread too close to home.She learned that the smoke triggered the child’s asthma, and breathing was becoming a struggle.Jennifer acted fast—she coordinated an emergency telehealth visit, arranged for an inhaler to be filled, and had it delivered directly to their hotel room.

“At the heart of care management is one question: How can we support you? From food and shelter to medical care and safety, we meet people where they are. Helping others—especially in moments of crisis—is why I love this work.” – Jennifer, AZ Blue Care Manager

Care in the hardest moments

Our Care Managers know that something as seemingly simple as a phone call can make all the difference —and even save lives. Through our suicide prevention programs, they reach out to members with multiple suicide attempts or with an attempt requiring medical intervention, help connect them to care, and continue to check in.

One member we reached out to said:
“I want to sincerely thank [my Care Manager] for all that they did for me, their patience, their compassion, and for just being such a great person. I could feel all of this through the phone, and it was evident they wanted to help me. I can't tell you how much I needed that. I was so confused, and literally everything was overwhelming. Your efforts made it possible to figure it all out and not give up.”

Stories like these are not exceptions — they’re part of what AZ Blue’s Care Managers do every single day.

Connect with Care Management

If you’re an AZ Blue member and need to connect with a Care Manager, there’s no extra cost—care management is included in your premium. Just call the number on the back of your member ID card and ask for the Care Management team.

To discover the many other ways our clinical team is here for you in moments of need, visit: The AZ Blue Clinical Rapid Response Team is Here to Help You When You Need it Most.

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