One call. Nine teams. No handoffs you’ll ever feel.
The intake coordinator listens first. Then they identify which of our nineteen divisions the case belongs to and route it to the right advisor. Urgent cases skip the queue entirely. Whatever else happens next, one thing has already changed: you are no longer the only person working on this.
An advisor who works your field, and only your field. They listen, read the history, and offer the kind of reassurance that is worth something — the kind that comes with a next step attached. This is the person who will still know your file in nine months.
The patient is guided to the best physician for this specific condition. Because a medical history usually holds the clues to the source of an illness, the case is directed to the department best equipped to read them. Not the nearest doctor. The right one.
Requisitionists obtain the full record — old scans, reports, prior workups — so nothing is missed and no exhausted patient is put through the same test twice. When time matters, this runs in parallel with everything else.
Expediters arrange urgent appointments by calling on relationships built over years. The eleven-week wait becomes a Thursday. For a cancer that is being staged, that is not a convenience. That is the whole thing.
The advocacy team works the approval — and the denial, and the appeal — so that treatment is not held hostage by a coverage decision made in an office by someone who has never met the patient.
The research team confers and digs: journals, case series, open trials, specialists abroad. They are looking for the absolute best option available and, where one exists, a cure. This is the step that has ended, more than once, with a phone number for a doctor in a town nobody had heard of.
Patients are often admitted locally first, or need to reach a specific centre. The transport team handles what that actually involves — hospital-to-hospital negotiation, scheduling, bed availability, air ambulance, and the hundred smaller details underneath each of those. The family's job during all of this is to sit with the patient.
From the first difficult stage after diagnosis, through the intricacies of care, into post-recovery follow-up. A constant point of comfort, support and guidance for the patient and the family — long after the emergency stops looking like one.
of physicians say prior authorization delays access to necessary care.
of denied in-network claims are ever appealed — while a large share that are appealed succeed.
is the average wait for an accurate diagnosis of a rare disease.
of physicians report prior authorization has led to a serious adverse event for a patient.
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