A phone call away: How Shirlene Gentry empowers members

Shirlene Gentry is the kind of person you want in your corner when you’re facing health challenges. 

For over 11 years, she’s been a nurse care manager at Blue Cross and Blue Shield of North Carolina (Blue Cross NC), where she brings her warmth, expertise, and dedication to every member she speaks with. 

“What I love most is helping people realize they don’t have to face their health challenges alone,” she says. 

Whether it’s providing advice, resources, or a comforting voice, Shirlene is there to make health journeys feel a little less daunting – and a lot more hopeful.

Care managers with the Blue Cross NC Nurse Support Program provide personalized support to help members make informed decisions about their health. 

This team of dedicated professionals – from nurses and social workers to dietitians and pharmacists – helps members manage conditions like heart disease, diabetes, and more. They connect members to resources that make daily life easier – whether that’s arranging doctor appointments, assisting with medications, or providing tips for healthier living. 

“Having someone to turn to can make all the difference,” Shirlene says.

And here’s the best part: This support is already included in Blue Cross NC health plans, at no extra cost. 

Before joining Blue Cross NC, Shirlene had already found her passion for supporting others. 

She began her career as a nurse and later transitioned into case management at a hospital, where she played a key role in discharge planning. “I loved helping people find the resources they needed to go home and live as independently as possible,” she shares.

As part of the Nurse Support Program at Blue Cross NC, she takes pride in educating members on benefits they might not even realize they have, like dental, vision, and discounted rates on medical devices that can make a difference in their overall well-being.

But to truly advocate for members, it takes more than just sharing information – it’s about building meaningful connections. And that’s where Shirlene shines. Her ability to listen and empathize is the key to her success, especially when members are hesitant to talk about sensitive issues like mental health. 

“Not everyone opens up right away,” she says. “When they finally feel comfortable enough to share what’s really going on, that’s when we can start making a real difference together.”

One of the members who felt Shirlene’s support firsthand was Casey¹, who had just been diagnosed with diabetes. 

The news concerned Casey. She had seen family members struggle with diabetes, and she was desperate to avoid that path. So, she threw herself into managing it on her own. She changed her diet. She exercised four times a week. She even tried intermittent fasting. But nothing seemed to work.

“She was exhausted,” Shirlene recalls. “She was trying so hard but felt like she was hitting a wall. You could hear the discouragement in her voice.” 

Casey shared how she was pricking her fingers multiple times a day to track her blood sugar levels. Her fingers were sore, and she felt frustrated. 

That’s when Shirlene suggested a continuous glucose monitor (CGM). The device would give Casey real-time feedback on how her meals were affecting her blood sugar, all without the constant finger pricks.

With the CGM, Casey realized that some foods she thought were healthy were actually causing her blood sugar to spike. She adjusted with better food choices. And after a few months, Casey lost 18 pounds and saw a drop in her A1C levels. 

For members like Casey, the Blue Cross NC Nurse Support Program offers far more than just medical advice – it’s the experience of having a knowledgeable partner who can help get answers, look for cost-effective opportunities, and connect people to resources they didn’t know existed. With compassionate nurses like Shirlene, this program is dedicated to giving members confidence and clarity.

The Nurse Support Program provides a range of personalized services designed to meet members where they are, whether it’s understanding new diagnoses, managing chronic conditions, or making the most of their benefits. 

“As care managers, our experience can help members navigate complicated processes more easily,” Shirlene explains. “Often, members have a sense of what they need, but they’re not sure if they qualify or how to get started. That’s where we step in to guide them and simplify things."

Key benefits of the program include:

• Personalized medication support – helping members access their medications, understand dosing instructions, and address concerns about side effects
• Seamless care coordination – organizing transportation, scheduling follow-up appointments, and ensuring members receive the care they need, when they need it
• Ongoing health education – teaching members how to manage chronic conditions, so they can lead healthier, more independent lives
• Community support connections – linking members to services like meal deliveries, home health care, or wellness programs that can enhance their quality of life