March 18, 2021
Premera is proud of the work our employees do
to support our members. A recent example shows how we worked with our network
of providers to help a member and her family.
a Friday night when a Premera team decided to go the extra mile for one of
our members. A terminally ill Alaska member—a mother of three—was in Seattle
after being airlifted for a blood transfusion and wanted to return to Alaska to
live out her final days with her children.
as they heard this news, customer service team members Sirissa Greger, Tracy
Dobbs, and Deyna Weaver, began working to see how Premera could help. Tracy
contacted the member's brother to let him know that we’d do everything we could
to get her back home. "I believe that people come into our lives for a reason,
and this family reminded me that every single call, every word, and every
effort matters so much to our members," Tracy said.
coordinated effort with the provider and a Seattle hospital, the team worked
for hours creating a plan and approving paperwork. When challenges or changes
arose, the team sprang into action to come up with a different plan. They
worked with the hospital to find a medevac company that was able to get our
member home early Saturday morning.
contacted the member's brother on Saturday morning to let him know his
sister was coming home. On Saturday evening, our member made it home safely to
be with her family for her final days.
that moment, I put myself in our customer's position and did what I would want
someone to do for me, especially having young children," Deyna said.
will remember this for as long as I live, as this was a moment that we were
able to partner with our provider community to make healthcare work better and
made a difference in this member's life," Sirissa said. "Her children
got to hug their mom a few more times, and I will take that with me
our member passed away a few days after returning home. But because of many
people, she was able to spend her last few days with her family.
has an incredible team that partners closely with providers when members need
extra support. Read more about the personal health support program we offer to Premera members.
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