For the last three years, we have shined a spotlight on the people behind our world-class Member Advocacy Services. In their own words, Advocates share stories and thoughts that capture the human side of our service model. Some stories were so incredible, they inspired detailed case studies.
2026
“One member lost her coverage and didn’t know why, or what Medicare really was. I took the time to explain how Medicare and her plan work so she could understand why she lost coverage and why we would take a specific course of action to fix the issue. After a few months, the member was able to continue her coverage and get the life-saving medications she needed.”
— Meghan, Member Advocate
“I know my work makes a difference when members say they don’t know what they would have done without my help. Being able to provide reassurance and find solutions to stressful situations is what makes this role so meaningful.”
— Maria, Member Advocate
“I assisted a member with her appeal for a prior authorization that was denied. We won the appeal as she was on her way to the appointment for a crucial treatment. As a Member Advocate, I know I genuinely make a difference in the lives of retirees, and I get a lot of self-gratification from that.”
— Delvin, Member Advocate
“I try to be as transparent as possible and explain everything in detail to members. I also show lots of empathy and try to relate to them as best I can.”
— Anthony, Member Advocate
2025
“I have personally helped a retiree get approval for a grant for a very expensive medication that would have cost over $2,000 for a 30-day supply. I walked the family through the entire process, including how to email me copies of documents from their iPhone. The family trusted me to submit their application, make follow-up calls, and obtain approval. I cannot put into words how heartwarming it is to help people in their time of need.”
— Shyanne, Member Advocate
“Sometimes it can be challenging to find behavioral health providers who accept Medicare. One of our members was going through a difficult time and needed support. I was able to help him find a therapist who accepted his plan. A few months later, he reached out to let me know he was doing much better and thanked me for being there when he needed it most.”
— Ken, Member Advocate
“It’s the human connection. Nowadays, most organizations rely heavily on technology, whereas we provide quick and live support to our members. We also proactively reach out to members and follow every case from start to finish.”
— Carlos, Member Advocate
“A member on a fixed income had paid nearly $10,000 out of pocket for a procedure that should have been covered. After coordination with the provider and insurance carrier, we were able to recover the majority of the funds on his behalf. He was incredibly relieved and grateful for the support!”
— Abigail, Member Advocate
2024
“I once connected with a member terrified about her upcoming heart surgery. She was crying, so I shared my dad’s similar experience and reassured her about the surgery. Later, she called back happy and healthy, to thank me. This is why I love what I do—making a difference in people’s lives.”
— Riddhi, Member Advocate
“Keeping the retiree updated on everything I’m doing regarding their case. Members love to hear that you are working on getting their issue resolved. We let the retirees know that we are here when they need us.”
— Tanisha, Member Advocate
“I want to leave members feeling better about their situation and themselves. My main job is to provide excellent customer service and solve their problems, but I also want them to leave the conversation feeling uplifted.”
— Jessica, Member Advocate
“Talking to retirees daily has had a profound impact, reminding me to regularly check in with my own grandparents. Working here has shown me how quickly things can change and to cherish the time we have with our loved ones.”
— Kiara, Member Advocate
“I’m a very happy person and I smile all the time. I tell members I’m hugging them through the phone. Whatever their issue is, they feel warm and welcome.”
— Alexandria, Advocate
“What makes our support unique is that there are times when retirees truly need our assistance with finding information they don’t know how to locate. We do the research and provide detailed information, and they’re genuinely happy that we take the time to assist them.”
