Facing a challenging health diagnosis can be scary, and not knowing what to do next can drive feelings of stress and anxiety. Our clinical nurse case managers play a critical role in ensuring that customers, patients, and their families are supported during their health journeys.

One of those patients is Alex*, who began experiencing intense headaches while visiting Japan a few months ago. After multiple hospital visits, testing found three lesions on his brain. Alex and his wife, Diane*, returned to the United States for treatment, where he was diagnosed with grade 4 glioblastoma – a highly aggressive malignant brain tumor.

Throughout this challenging time, the family received exceptional support from Kim Hastings, an oncology case manager for Cigna Healthcare. Along with providing comfort, reassurance, and logistical assistance, Kim helped them navigate insurance issues, ensured timely delivery of chemotherapy medication, and facilitated Alex’s transfer to a rehabilitation hospital after he had brain surgery.

Kim says she was “just doing my job.” Alex and his family call her an “angel” and a “miracle worker.”

An advocate in times of need

Clinical nurse case managers at Cigna Healthcare are aligned in six teams that treat specific conditions and diagnoses, which range from complex medical needs such as neonatal care, oncology, rare diseases, and transplants to more common conditions such as diabetes, obesity, and high blood pressure. The nurses provide support in-person and virtually.

Here are some of the ways nurse case managers offer care and support for customers and patients:

• Navigating the care journey: Guiding patients as they access the care they need, when they need it.
• Acting as single point of contact: Being available when questions arise, including helping patients advocate for their health with their providers.
• Removing barriers to care: Easing the process for patients and customers by working directly with providers on administrative questions.
• Finding additional support and help for patients and caregivers: Guiding patients and caregivers to behavioral health resources and support groups.

“I hear time and time again how important our nurse case managers are to those they serve,” said Mary Picerno, chief nursing officer at Cigna Healthcare. “This is a group of individuals who care so deeply for those they are helping – the patients and their loved ones. Nurse case managers become a trusted advisor and friend, and it is a privilege to offer that support.”

*Names were changed to respect patient privacy.

This content was created with the assistance of AI tools. It was reviewed, edited, and fact-checked by Cigna Healthcare's editorial team.