A phone call away: How Cheryl advocates for members

Imagine having someone in your corner who not only understands the complex details of your health but also advocates for you every step of the way. That’s exactly what Cheryl, a nurse care manager with Blue Cross and Blue Shield of North Carolina (Blue Cross NC), does for the members she supports.

Cheryl isn’t just a nurse – she’s a lifeline for people facing chronic health issues. Whether it’s managing medications, coordinating doctor visits, or connecting families to resources, Cheryl is there to make life a little easier for those who need it most.

What do care managers do?

Living with conditions like heart disease, diabetes, or kidney problems can be overwhelming. That’s where care managers with the Blue Cross NCNurse Support Program can help.

The Nurse Support Program connects members with care management professionals – nurses, social workers, dietitians, pharmacists, and others – who specialize in managing complex, chronic, or disease-related health conditions. They help with everything from coordinating doctor appointments to educating members on managing their symptoms.

Think of it as having a health care expert who’s just a phone call away, ready to answer your questions and offer support. And it doesn’t cost members anything extra – this benefit is included in Blue Cross NC health insurance plans.

A journey rooted in compassion

Cheryl’s journey to becoming a nurse care manager started with a personal tragedy. After the unexpected death of her grandson, she pursued a nursing degree and started working in cardiology.

Her additional experiences in rehabilitation, urology, and neurology units gave her the tools to understand complex medical conditions. These roles laid the foundation for her current position, where she supports Blue Cross NC members over the phone.

“I worked in so many different units,” Cheryl says. “Cardiology prepared me to handle heart disease. Urology taught me how to care for members with kidney issues. And my rehab experience helps me work with members who’ve had strokes or surgery.”

Advocacy that makes a difference

One of Cheryl’s most memorable cases involved a member named Leo¹, who had just been discharged from the hospital for multiple health issues when she first reached out. Leo and his wife were having a hard time getting the diabetes medication he needed – and his A1C level was dangerously high.

Cheryl stepped in, securing Leo’s medication and connecting him with nutritional support. Over time, Leo’s A1C level lowered, and his overall health improved.

“The family depended on me as their advocate connecting with their doctor, and we formed a strong relationship,” Cheryl says. “Sometimes I have to be the momma to our members.”

What makes the Nurse Support Program special?

The Nurse Support Program offers members more than medical advice – it provides innovative, personalized care solutions that meet each member’s unique needs.

“It’s not just about treating a condition,” Cheryl explains. “It’s about closing gaps in care and making sure nothing falls through the cracks – whether that’s getting medication on time, scheduling appointments, or helping a member understand their doctor’s instructions.”

This valuable, hands-on support includes services such as:

• Medication management – ensuring members have the correct medications, understand how to take them, and addressing any potential side effects
• Care coordination – helping members schedule follow-ups, arrange transportation to appointments, and making sure they receive necessary treatments
• Education and empowerment – teaching members how to manage their condition, from heart disease to diabetes, so they can live healthier, fuller lives
• Resource connection – connecting members with additional support services like meal delivery, home health care, or rehabilitation, so they don’t have to go through it alone

Get the right help, when you need it

Speak with a care management professional who understands your complex health concerns.

Call800-218-5295

Care Management Hours:

Mon–Thurs: 8 AM–7 PM ET

Fri: 8 AM–5 PM ET

What’s most rewarding for Cheryl

Cheryl’s compassion, experience, and dedication to closing gaps in care have benefited countless members. She goes beyond providing medical advice – she listens, understands, and offers the encouragement people need to keep going.

“The biggest reward is knowing that I’ve helped someone,” she says. “The fact that I’ve impacted someone’s life – perhaps even saved a life – that’s my reward. That’s my joy.”

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"A phone call away" is a series featuring Blue Cross NC care managers who share their unique perspectives and stories about members they helped.