Forging a connection with Navigate4Me

Pat Gill was feeling overwhelmed. At 67 years old, she lives alone and works to manage her health care and coverage. She knew her Medicare Advantage plan offered a variety of health care benefits, but she didn’t know where to start.

Pat is not alone. For many older adults, navigating the health care system can be a challenge.

Enter Nikki Finifrock, a UnitedHealthcare navigator who helps people like Pat along their health journey. Pat was connected to Nikki through Navigate4Me, a dedicated one-on-one support program, that helps members get the most from their Medicare benefits.

“I had given up,” Pat said. “Basically, I was frozen in place. I had to really confront the fact that I'm getting older, and I don't know about all the benefits that are available to me. I knew that I had to get things done, but I needed somebody who was empathetic, who could actually help me sort it all out.”

Having a single point of contact who can help coordinate care, explain benefits and provide social support can be a big weight off someone’s shoulders. 

As a navigator, Nikki is empowered to reach out and proactively assist members with the many things that may impact their overall health, through a personal and authentic connection. 

“Over the first month of our calls last year, I think I gained Pat’s trust, which then turned into more of a friendship,” Nikki said.

Nikki knew Pat well enough to know that if Pat was having a hard day or seemed a bit more hesitant to open up, she could ask about her “little house in the big yard,” and she’d instantly feel relaxed.

Pat and Nikki’s bond grew through phone calls in the midst of the COVID-19 pandemic. With Nikki’s help, Pat was able to schedule a bone scan, which ultimately led to a diagnosis of osteoporosis. She helped Pat get a vision screening and new glasses — and scheduled her COVID-19 vaccines. Nikki even helped Pat get a cell phone for the first time.

“With my health, I wanted a baseline,” Pat said. “Nikki helped me get that.”

“Accountability. That’s what this program is about,” Nikki said. “And it’s fabulous.”

With both women fully vaccinated, Pat was finally able to show Nikki her “little house in the big yard” in person this summer; a beautiful reunion and a memory to last a lifetime.

To explore UnitedHealthcare plans in your area that offer Navigate4MeTM, visit UHCMedicareHealthPlans.com.

Benefits vary by plan.

Plans insured through UnitedHealthcare Insurance Company or one of its affiliated companies, a Medicare Advantage organization with a Medicare contract. Enrollment in the plan depends on the plan’s contract renewal with Medicare.