A phone call away: How Jacquovia Morehead delivers hope

In today’s complex health care system, having personalized support can make a big difference in managing your health. That’s exactly what the Blue Cross and Blue Shield of North Carolina (Blue Cross NC) Nurse Support Program provides for our members. 

This program connects members to care managers like Jacquovia Morehead, whose dedication and expertise turn obstacles into opportunities for better health.

Blue Cross NC care management professionals – nurses, social workers, dietitians, pharmacists, and others – provide personal, one-on-one assistance. Our team helps members manage complex, chronic, or disease-related health conditions to improve their quality of life. 

Care managers support members by understanding their unique challenges and connecting them with the right resources and care. It’s not just about medical advice – it’s about addressing the full scope of a person’s needs, from transportation to doctor appointments, medication management, and lifestyle improvements.

This program gives members a partner in managing their care, empowering them to take control of their health journey through compassionate guidance. And it doesn’t cost anything extra – this benefit is included in Blue Cross NC health insurance plans.

Jacquovia has been a nurse for nearly two decades, with extensive experience in bedside nursing at Duke and UNC hospitals, where she worked in medical-surgical nursing, the intensive care unit, and helped in areas like behavioral health and the cardiac step-down unit. In May 2023, she brought her clinical expertise to Blue Cross NC, where she found a new way to make an impact – as a nurse care manager.

Though she no longer provides hands-on care, Jacquovia emphasizes that her new role allows her to continue making a difference.

“In bedside nursing, I was always right there, helping someone feel better by adjusting a pillow or administering medication,” she says. “As a care manager, I still help people, but in a different way – by connecting them with the resources they need to manage their own care.”

One of Jacquovia’s most memorable experiences involved Dave¹, a member who reached out for help from a care manager. Dave was living with a traumatic brain injury and had been struggling to get the care he needed. He hadn’t visited his primary care doctor in some time, had issues with transportation, and was living in fear of taking a bath due to the risk of falling.

Jacquovia spent over an hour on the phone with Dave, carefully listening to his concerns and setting up solutions. She coordinated transportation to ensure Dave could attend medical appointments and helped him order home-safety devices through his Blue Cross NC plan, including a transfer bench and anti-slip treads. These seemingly small items were life-changing for Dave, who could now bathe safely for the first time in months.

"Helping Dave regain independence gave him hope," Jacquovia says. "It's easy to take things like a bath for granted, but for this member, it was a significant step in restoring dignity and confidence."

During a follow-up call, Dave shared more good news – he had visited his doctor, received necessary tests and referrals, and learned he didn’t have diabetes. He thanked Jacquovia for providing support during a challenging time and told her, “It’s because of you that I have hope now.” 

“And that’s what this job is all about,” Jacquovia says. 

The Blue Cross NC Nurse Support Program is designed to help members like Dave with their health care journey. Jacquovia regularly helps members understand their coverage and maximize their benefits, which may include:

• Transportation assistance for medical appointments
• Over-the-counter (OTC) benefit cards to purchase essential health items
• Coverage of home safety devices – like the transfer bench and anti-slip treads
• Health plan navigation support

For members with chronic conditions, this support can be invaluable. 

"Many of our members don't realize how many benefits their plan includes," Jacquovia notes. "We help them understand their options, from getting a gym membership to accessing affordable medications through patient assistance programs."

Jacquovia’s role may not involve direct patient care, but the emotional rewards are just as profound.

“I love my job. It’s rewarding when you can make a difference in someone’s life by simply connecting them with the right resources," she says.

By establishing trust and offering continuous support, Jacquovia helps members feel cared for, even from afar. She regularly follows up with members to check on their progress, and her phone line is always open for those needing help.

“I always tell them I'm only a phone call away,” Jacquovia says with a smile.

For Jacquovia, each success story reinforces why she loves what she does. "Helping someone get back on their feet – literally or figuratively – makes it all worthwhile."