Ashley Thompson brought more than 10 years of nursing experience to her role as a case manager when she joined BlueCross in 2022 to work in AmplifyHealth, a personalized advocacy program that helps remove barriers to care and promote preventive screenings for members. The care and compassion she learned in her hospital nursing roles is what she hopes to bring to each interaction she has with a member.
“I try to make a connection that lets them know I’m going to be with them all the way ,” Ashley says. “That’s our purpose ─ to connect people with the right care and help them be more engaged in their care.”
That philosophy made all the difference for a member Ashley recently met in person. After helping him for several months during a challenging time, Ashley connected with him at his employer’s wellness fair.
“He said he was so glad we reached out to him,” Ashley remembers. “It’s special to meet someone face to face whom we’ve helped.”
Getting to the core of the member’s needs
Ashley began assisting this member as he prepared for upcoming medical treatments. He was nervous about what was ahead and the decisions he needed to make.
She helped him find a doctor for a second opinion which helped put his mind at ease. Ashley also called his doctor’s office when the member didn’t remember everything he’d been told. She worked with him to prepare questions to ask at upcoming appointments. And she called him after appointments to make sure he knew his next steps.
“I wanted him to have confidence, knowledge and tools to be more interactive and take good care of himself in the future,” Ashley says.
Ashley also knew that the member didn’t have family living with him, and she sensed his loneliness with each call. She found a senior center near his home and encouraged him to get involved.
“He’d mentioned how much he’d like volunteering and helping people,” Ashley says. “So, I thought that could be good for him.”
A member’s gratitude for Ashley’s help
Ashley checked in on this member often. When she participated in a wellness fair at the member’s worksite, Marketing Liaison Angela Wooten made sure that Ashley and the member met face to face.
“Words cannot express the joy on their faces when the member came through the door and Ashley introduced herself,” Angela says. “They hugged and talked for a minute, and then Ashley got right to what Ashley does, seeing how she could help him.”
Though the member often mentioned he was appreciative of Ashley’s support, hearing it in person made those comments even more impactful.
“I wouldn’t have been able to do all of this on my own,” the member told Ashley.
“Meeting him brought me so much joy,” Ashley says. “I hope he views this as a very positive experience and tells his co-workers, ‘BlueCross helped me, and they can help you.’”
Marie joined the BlueCross BlueShield of Tennessee corporate communications team in 2012. A Florida native, she has more than 25 years of experience in public relations, community relations, speech writing and special event planning.