When a 50-year-old member from Pasco, Wash., first connected with Premera Blue Cross’ Care Management team in March 2025, they were hesitant to engage. Managing Type 2 diabetes, obesity, hyperlipidemia, and both rheumatoid and osteoarthritis, the member doubted anything Premera could do would help. But something shifted during the third call.
The case manager listened closely, using motivational interviewing to uncover concerns. That’s when the member revealed they had stopped taking Metformin because of an unpleasant side effect: a change in urine odor. This small detail opened the door to a larger conversation about missed lab appointments, skipped primary care visits, and blood sugar readings far above the healthy range.
On April 29, an ER notification came through. The member had experienced stroke-like symptoms—facial drooping, numbness, and slurred speech. A CT scan revealed a vocal cord abnormality, leading to an ENT referral and biopsy. Days later, the diagnosis came: malignant neoplasm of the thyroid.
The fear was real. More than anything, the member wanted to be well enough to walk their daughter down the aisle.
The case manager stayed close. They encouraged follow-up appointments, coordinated communication with the primary care provider, and supported a medication change that included restarting Metformin and beginning Ozempic. They even worked with the PCP office to find a lab with extended hours so the member could complete tests without missing work.
As surgery approached, Premera added the Care Transitions Surgical program in Wellframe to assist with pre-op planning and recovery. The thyroid surgery took place on August 26. While post-operative pain was greater than expected, the member remained engaged. The case manager added the Monitoring Daily Pain program and reinforced the importance of following discharge instructions.
Throughout this journey, the member also began addressing their emotional health, completing multiple anxiety and depression screenings. Though still hesitant about counseling, they were open to future behavioral health support.
The progress has been remarkable.
Since May, the member has consistently taken medications and completed routine labs. Their average blood sugar levels and daily blood glucose readings are now in the normal range. They remain focused on weight loss, supported by regular communication with their case manager and educational tools in Wellframe.
“I didn’t think anything would change,” the member said. “But now I feel like I’m finally getting somewhere.”
Premera Blue Cross is committed to supporting members through the uncertainty and fear that comes with life-changing moments. From managing chronic conditions to navigating a cancer diagnosis, the focus remains on helping individuals achieve better health so they can be there for the people they love.
