Helping patients navigate the cost of care with compassion 

 

Most people are surprised that jobs like the one Emily Stevens has exist. 

“’You mean you’ll help me figure out how to pay my bill? And you may be able to help me qualify for a discount?’ are common reactions when I introduce myself as a financial counselor,” said Stevens, who has held the role at UCHealth Yampa Valley Medical Center over the past two years. “I’ve even had young adults who are hospitalized ask if I’ll call their mom with them to explain financial assistance options.” 

Stevens transitioned from a restaurant background into patient advocacy work for a prescription drug company before landing at Yampa Valley Medical Center. 

“We lean into the ‘counselor’ part of our title and really work to see how we can help,” said Stevens. “I spend a lot of my day looking at all the pieces of a patient’s journey and figuring out how to help them best navigate the financial aspects. Health care brings out various anxiety levels, and appointments can make people nervous. If I can provide guidance or assistance, that can reduce a patient’s stress and allow them to focus on healing.” 

The largest group of patients Stevens works with are those who pay their own bills and others who are uninsured. She walks patients through an application with the state of Colorado to determine where their household falls under the federal poverty guidelines. Pending that information, Stevens then helps patients navigate the worlds of Health First Colorado/Medicaid, emergency Medicaid, Child Health Plan Plus (CHP+), Medicare, Connect for Health Colorado and other financial assistance programs like Hospital Discounted Care or even charity care. 

“I’d say 90% of people who apply for financial assistance don’t think they qualify and can’t believe it when they see how their bill can be positively impacted,” said Stevens. “The amount of financial assistance I’m able to help a patient find doesn’t compare to the amount of free or discounted care UCHealth provides.” 

Stevens has been known to dig into every word of a 44-page document called the “Hospital Discounted Care Operations Manual” to help find lifelines for patients who may not qualify for a current program, as was the case with a recent patient facing a cancer diagnosis. 

“Emily recognized this patient needed someone in her corner,” said Liliana Hargis, a patient access manager at Yampa Valley Medical Center. “With empathy and urgency, Emily not only met with the patient to listen, she worked directly with the Colorado Department of Health Care Policy & Financing to clarify policy and confirm its application. This gave the patient a second chance that ultimately lifted an enormous financial burden from the family. Emily is an invaluable resource for our community.” 

Stevens loves advocating with patients so they can get the care they need. 

“I worked with one patient for over three days to get his Medicaid application through. It finally was accepted, and he was able to transfer to a rehabilitation facility for additional care,” said Stevens. “He was able to make one phone call once he got settled, and he called me. He said he didn’t know what would have happened if I hadn’t helped him. I have more satisfaction in this work than I thought was possible.”