When the forecast calls for extreme heat, Aetna registered nurse care managers call vulnerable Medicare members to make sure they’re prepared.
These at-risk Medicare members have multiple chronic diseases or conditions like cardiovascular disease, cancer or chronic obstructive pulmonary disease (COPD), which makes them vulnerable to extreme heat.
Why it matters: To help members stay protected and avoid the effects of the extreme heat, care managers reach out to them several days in advance to offer health and wellness guidance. They remind them to stay hydrated and limit outdoor activities in the middle of the day, and they make them aware of local cooling locations, including Oak Street Health centers, public libraries and senior centers.
- The extreme heat outreach effort launched as a pilot last summer, and care managers engaged nearly 1,000 Medicare members across 26 states.
- This summer, the significantly expanded initiative engaged more than 9,000 Medicare members across 43 states.
Before these calls, the registered nurse care managers research who they’ll be talking to: They review case notes, medications and social determinants of health in order to provide the best recommendations.
“This is important work from the Care Management team, and a great example of holistic support for the member and their health,” says Dr. Paige Wickner, VP, Medical Affairs.
What they’re saying: “Getting a call from my health insurance company about this was unexpected but welcome,” says Aetna Medicare member Lee Lambert, 78, who has lived in Kansas City, Missouri, for decades. “This type of program is good for people who may not be knowledgeable or aware of the impacts of severe heat. I watch the news frequently and I’m aware of the weather conditions. I’m also aware of the dangers of heat and things to do to keep safe. However, sometimes I have brain fog and appreciate the reminders!”
What we’re saying: “Members appreciate the fact that their care managers are doing this outreach,” says Sara Rios, Senior Manager, Strategic Planning, who provides support to the Care Management team through workflow optimization, training, issue tracking and more. “Our nurses are amazing when it comes to speaking with a member and helping them with their needs. They show empathy. They provide top-notch customer service along with their registered nurse experience, support and care.”
How it works: The Clinical Analytics Product Solutions team identifies which Medicare members may be impacted by extreme heat by monitoring a 10-day weather forecast. They then share that information with the Care Management team, explains Matt Anderson, Lead Director, Clinical Social Data Intelligence.
“With this initiative, we’re making a change, we're really caring, we’re getting very patient centric, and we can see the impact,” Matt says.
