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5/4/21

One Phone Call Can Make All the Difference

When Jennifer Calixto, a Humana Neighborhood Center Activity Coordinator, called Mary in early February to check on her basic needs, it was clear she and her family were struggling.

Mary, a Humana member in Florida, and her husband, a retired veteran, are both unable to work and rely on disability checks and payday loans to make ends meet. Without family nearby to support them, Mary and her husband often don’t have enough food to eat. To make matters worse, the wheelchair Mary’s husband depends on for mobility fell apart right before they made their last loan payment on it.

In desperate need of a wheelchair, Mary was unsure where to reach out for help, never expecting that one phone call from a stranger could make a difference.

After listening to Mary explain the situation, Jennifer knew it was going to take teamwork to get Mary’s family the help they needed. While Jennifer arranged for Mary to receive meals from Humana’s Basic Needs program shipped to her home and began searching for a wheelchair, two of her teammates stepped in.

Allyn Torres, a Humana Neighborhood Center Health Educator, focused on Mary’s health needs and explained how Mary’s Medicare Advantage plan could help reduce out-of-pocket healthcare expenses. After talking to Allyn, Mary knew how to use her over-the-counter benefit allowance to purchase OTC medicine and other health and wellness products from Humana Pharmacy. And, she knew how to begin using Go365 to earn rewards and gift cards for staying active and healthy.

Meanwhile, Gina Delgado, a Humana Neighborhood Center Senior Professional, went to two local thrift stores looking for a wheelchair for Mary’s husband. When the owner of the second store heard why Gina was in search of a wheelchair, he offered to exchange it for a bag of clothes she was planning to donate.

It was clear what the Neighborhood Center’s action meant when Gina dropped off the wheelchair. Mary’s husband immediately got into the wheelchair and began to cry, saying how much the wheelchair meant to him and his mobility. Mary was touched and humbled that strangers would do so much to help her.

As Gina left, Mary shared that Humana is more than an insurance company, and that she knows there are humans behind the company who care deeply for their members.

The Neighborhood Center team is staying in touch with Mary, making sure she and her family have enough to eat and connecting her husband with a veterans program near their home. Their commitment to caring about our members and finding ways to help them overcome difficulties is at the heart of the human care Humana provides to members.

Mary calls Gina (pictured), Allyn and Jennifer her angels and can’t thank them enough for caring about her family’s needs.


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