Meet Jess: The Care Manager who provides light in members’ darkest hours
Jess' passion for helping others might have been ignited by her father, a dedicated fire chief who often shared stories of the lives he impacted during their darkest hours. Or, perhaps, it was her own experiences as a flight medivac nurse in Washington, D.C., where she provided critical care to shooting victims and accident survivors.
Regardless of its origin, Jess's drive to support those in crisis remains unwavering.
When she joined the Capital Blue Cross Care Management department, Jess channeled that passion into creating a disaster response program that reaches thousands of members each year.
Capital's Care Management team helps bust down all types of medical and non-medical barriers that impact care. The team of experienced healthcare professionals helps members understand their diagnosis and treatment plan, obtain transportation to a doctor's appointment, and pay the lowest price for medication.
Since natural disasters offer even more intense roadblocks to maintain good health, Jess thought it was a natural fit.
"We're their voice. We're their advocate. We're able to step in no matter what the situation and help those who don't know where to go," Jess said.
Helping disaster victims
Jess and her team typically stay on top of the news to identify disasters and then work with Capital’s data team to identify members who may have been impacted by them.
In the fall of 2024, Hurricanes Milton and Helene left thousands in the southeastern U.S. with damaged homes and disrupted lives.
Capital provided members who resided in the path of either hurricane with access to free medical care through its telehealth service. In addition, Jess' team called more than 7,000 Capital members impacted by the storms to offer a helping hand in making sure they could obtain medication refills or find alternative options to see a doctor.
In early 2025, Capital conducted similar outreach to more than 2,300 members in the wake of the Los Angeles wildfires.
These activities aren't limited to natural disasters. In 2023, a team from Capital also reached out to members in Lewiston, Maine, after a mass shooting in the community.
"It's important to understand how those disasters - whether they're natural or man-made - impact a person's physical wellbeing, mental wellbeing and sense of safety," Jess said. "It is deeply important for us to be a part of that."
Comfort through education
Disaster response is only one of several areas that Jess leads in her role as a manager. She also works with high-risk maternity populations, cancer patients, and members who are navigating complex medical and behavioral health conditions.
As an intensive care nurse for 13 years, Jess brings deep clinical knowledge to her job at Capital Blue Cross. But she also knows what it’s like on the other side, having coordinated care for her mom during the final months of her battle with terminal breast cancer.
Jess’ current role with Capital’s Care Management team fuels a passion for helping members understand their treatment plan.
Jess shares the story of one member who told her about his fears with an upcoming heart surgery. To put his mind at ease, Jess gave him a detailed explanation of what he would encounter when he woke up from the procedure:
- "You're going to have a breathing tube and it's going to feel like you're sucking an extra, extra thick milkshake. Ride the ride - that's your ventilator," she remembered telling him.
- "You're going to have chest tubes. It may be a little uncomfortable, but that's what you're going to be feeling as you come to consciousness."
- "You're going to have some wires in your chest. It will pace your heart in case it gets a little out of rhythm."
- “You’re going to have an NG tube in so you won’t have an upset belly.”
After the surgery, the member called Jess to thank her. The post-op experience was exactly as she explained it. He said knowing why he had wires and a ventilator put his mind at ease.
"We aim to enhance our members' understanding and make sure care feels less scary," Jess said. "That's something our team works really hard to do. We want to empower them to navigate healthcare independently."
Comunicarse con Capital Blue Cross
Capital Blue Cross employs nurses, care managers, dietitians, and other healthcare professionals who can provide personalized support for members to make healthy lifestyle changes and improve the quality of their lives. Llame al 888.545.4512 para hablar con un coordinador de atención u obtener información sobre uno de nuestros programas virtuales.
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