Throughout Cigna Healthcare and Evernorth Health Services, clinical case managers reach out to customers and their families dealing with complex medical conditions. More than that, each of them is a trained, empathetic person to talk to, and in many cases they serve as a pillar of strength during a demanding time.

Read on to learn about four of these nurses and some of the people they have assisted.

Nichole Massey, personal nurse case manager, Evernorth Care Solutions

Nichole Massey spends a relatively short amount of time helping each individual, but those few minutes can make a big difference in their lives.

“My calls range from complex medical needs, post-hospital discharge, oncology referrals, and the occasional healthy pregnancy outreach,” she said. “I meet each customer where they are. For example, while the call might be a post-hospital discharge, my focus is making sure the customer has a safe discharge plan in place, including arrangements for home health. It takes a village, and many times throughout the day I refer to my Complex Case Management department for additional follow-up. No two calls are ever the same.”

One day, she took a call from a 63-year-old woman whose nebulizer hose had broken and who was experiencing a painful chest rattle and dizziness. “I strongly advised her to call her primary care physician to get in for a nebulizer treatment while I worked on getting a new nebulizer hose sent to the customer as quickly as possible. When I called the customer back, I immediately identified that she was experiencing severe respiratory distress. I quickly gained permission to call for an ambulance, and while I stayed on the line with the customer, my supervisor called 911 and dispatched EMS, who took over from there.”

To ensure the customer continued to have the support she needed, Massey transferred her case to long-term case management. When the long-term case manager contacted her, the customer asked that she pass on her gratitude and appreciation to Massey, saying, “God bless that girl. She saved my life.”

Tonya Charley, neonatal intensive care nurse case manager, Evernorth Care Solutions

Tonya Charley goes above and beyond to support the parents of preterm babies.  She builds strong rapport and trusting relationships over the long weeks their babies spend in the neonatal intensive care unit (NICU).

Recently, she was there for the mother of a baby who was born at just 23 weeks, talking with her frequently and helping her navigate the difficult NICU stay, providing emotional support and assisting her with the many resources Cigna Healthcare offers our customers. 

The mom felt comfortable telling Charley about her concerns with the baby’s NICU stay along with her own feelings and worries. Charley provided information to help the mother better understand what was happening with her baby and reassuring her that her feelings were normal.

“I truly didn’t understand the impact I had on this mom until she asked another case manager if I could reach out to her,” Charley said. “When I called, she shared her feelings of sadness. We were able to talk through her emotions and I placed a referral with the Cigna Behavioral Health team, which was able to provide additional support and information.”

Dawn Baldinger, transplant case manager, Cigna Healthcare

Patients who are unable to communicate their needs often rely on a close friend or loved one. When an older man experienced multiple health crises, Dawn Baldinger assisted his wife through his last weeks and beyond.

“His condition quickly deteriorated,” Baldinger said. “I was engaged with his wife the entire time.”

After he passed away, Baldinger helped her understand the outstanding bills. “The pain for her losing him was evident each and every time I spoke with her during this difficult ordeal,” Baldinger said. “I merely assisted when able to help ease her burden.”

During the next holiday season, the widow reached out to Dawn with words of thanks. “At this time of year, I always think about the kindness and good will of the people who surround me, so of course I think of you! I was so fortunate to have someone as diligent and tenacious as you working on my husband’s case,” she wrote. “Again, I can’t thank you enough for all of your hard work and for helping to keep me sane through the whole horrible process of my husband’s illness and ultimate passing.”

Wanda Mruczek, transplant case manager, Cigna Healthcare

Wanda Mruczek, a registered nurse, is the case manager for a fragile 4-year-old boy who has been treated for a neuroblastoma, a rare tumor. When she met him and his family, he was dealing with severe side effects from his initial biopsy and nine months of cancer treatments, including seizures and difficulty walking. In addition, he had developed an aversion to food and received all his nutrients from a gastrostomy tube.

Mruczek was able to help the boy’s parents find in-network physical therapists, occupational therapists, and speech therapists to care for him at home. She educated his parents about seizure precautions, his medications, and how to prevent and identify infections.

Both parents took unpaid leaves of absence from work to care for their son. Mruczek referred them to organizations that could help them with their significant financial needs and worked with a social worker to find a donor who paid their mortgage, car payments, and utility bills.

Today, the boy is stable and continues his therapies, can walk while holding both parents’ hands, and is beginning to nibble on finger foods while he continues the tube feedings. The mother has returned to work, and the father is financially able to remain at home with their son.