Community Impact Story: A Family’s Debt Dissolved
By EligibilityOne At EligibilityOne, our Eligibility Advocates are committed to going the extra mile for every person they assist. Patient Advocacy is their passion, and we believe it is important to acknowledge their exceptional efforts at making a difference in the lives of the patients they help and support.
This month we are recognizing Savannah Rivera as Outstanding Eligibility Advocate!
Below we share the story of how she went above and beyond for her patient at Mercy Hospital.
Impacting Communities, One Patient at a Time: A Family’s Debt Dissolved
Our Eligibility Advocate Savannah Rivera’s patient had been pending Medicaid coverage, but due to the state incorrectly processing her application, the coverage did not start until two months later than it should have.
Sadly, the patient passed away during this time – during the 60 days when Medicaid considered her uncovered.
The patient’s family was at a loss. Not only was their beloved family member gone, but they were also suddenly responsible for the unexpected cost of her medical treatment, which they had thought Medicaid would cover.
Although her patient had died, Savannah continued to pursue the case on behalf of the patient’s family. For months, Savannah routinely called the Oklahoma Healthcare Authority, trying to reach a caseworker to correct and backdate the patient’s coverage. Unfortunately, each attempt went unresolved.
Yet, Savannah never gave up. She escalated the account to the county supervisors four separate times, refusing to abandon the patient’s family. Finally, nine months after the patient had received a pending status, the proper corrections were made and the patient’s coverage was backdated.
Thanks to Savannah’s perseverance, dedication, and compassion, the patient’s grieving family felt the heavy weight of medical debt lifted from their shoulders.
Thank you, Savannah, for your determination to find justice for this patient and her family members.