A phone call away: How Kayla builds trust by listening

Not every superhero wears a cape. Some, like Kayla, are armed with a phone, a kind heart, and a passion for helping others. 

As a nurse care manager at Blue Cross and Blue Shield of North Carolina (Blue Cross NC), Kayla supports members with chronic diseases and complex health conditions. She thrives on finding creative ways to link them with the care they need, building trust with every interaction.

“Each call is different,” she says. “Sometimes it’s educating people about their benefits or listening to someone cry because their health keeps them from doing the things they used to do.”

Care managers with the Blue Cross NC Nurse Support Program come from a variety of backgrounds and experiences, including nurses, social workers, dietitians, and pharmacists. 

These health professionals specialize in managing conditions like heart disease, diabetes, and more. They offer personalized, one-on-one support to help members overcome obstacles and make informed decisions about their health.

Whether it’s arranging transportation for medical appointments, connecting members with food delivery resources, or educating them on a recent diagnosis, Kayla and her colleagues focus on each member’s unique needs.

What makes this program even better – it’s included in Blue Cross NC health plans at no extra cost.

Before joining Blue Cross NC, Kayla worked in mental health nursing, helping children in residential treatment facilities. Her experience taught her valuable lessons about trust, active listening, and the power of compassionate communication.

“Building trust is everything,” Kayla says. “It’s about validating someone’s feelings, listening without judgment, and meeting them where they are.”

Now focusing on physical health, Kayla finds that her mental health background gives her an edge to connect with members who are hesitant to talk about their issues. 

“People just need to know someone is in their corner,” she says. “It’s about showing them that they’re not alone.”

When Kayla first reached out to Ronnie¹, she encountered a man who was wary of others and reluctant to seek care. A retired mechanic living alone with agoraphobia, Ronnie had withdrawn from the world, avoiding people and neglecting his health. He stopped going to his cardiologist and was dealing with troubling symptoms, including dizziness and fatigue.

Ronnie’s reluctance stemmed from a misunderstanding with his cardiologist’s office. Kayla helped resolve the issue and scheduled a new appointment. The cardiologist adjusted his medications, and Ronnie was no longer feeling dizzy.

Building trust took time. “He wasn’t sure he could trust me at first,” Kayla recalls. “But with time, he opened up. He realized I wasn’t there to push him – I was there to listen and help.”

During their conversations, Kayla discovered Ronnie’s mechanical mindset and used it to help him quit smoking. She explained how nicotine constricts blood vessels and raises blood pressure, likening it to issues he might encounter in a mechanical system. 

“When I put it in terms he understood, it just clicked for him,” she says.

The result? Ronnie quit smoking cold turkey. With improved health, he’s lost weight, gained energy, and is thinking about returning to hobbies like hunting, which he had given up years ago. 

“He looks forward to our calls now,” Kayla says with pride. “It’s amazing to see how far he’s come.”

The Nurse Support Program at Blue Cross NC provides members with personalized care and resources to tackle their health challenges. Care managers like Kayla ensure members feel supported at every step of their journey. Here’s how the program makes a difference:

• Personalized health plans – care managers create customized care plans to manage chronic conditions and achieve their health goals
• Access to vital resources – from food assistance to transportation, the program connects members with the services they need
• Education for better health – care managers explain conditions and treatments in simple, relatable ways, empowering members to make informed decisions
• Integrated behavioral health support – by addressing physical and mental health needs, the program ensures holistic care
• Tools for safety and independence – members living alone can benefit from resources like personal emergency response systems for added confidence
• Compassionate advocacy – care managers provide ongoing encouragement, helping members stay motivated and focused on their well-being

Through practical solutions and ongoing support, the Nurse Support Program bridges gaps in care and empowers members to take control of their health. For Ronnie, it wasn’t just about resolving health issues – it gave him the confidence to rediscover the things that bring him joy.