Case management

Addressing physical and behavioral health

Our case managers help make healthcare easier and less overwhelming for our members through our digital services like Concierge Care, focusing on improving physical and behavioral health.

Your patients may already be working with one of our case managers. If not, or if they need help contacting their case manager, please have them call Member Services.

For any questions or concerns, please contact our case management team by phone or email.

Call Case Management:  833-607-6515

Email Case Management:  cmcareloncarenavigation@carelon.com

Concierge Care

Concierge Care is an award-winning, personalized mobile app that syncs with care management platforms, enabling case managers to help meet our members’ needs in real-time through educational and interactive engagement. 

Concierge Care areas of focus

The app offers a wide variety of programs for members with focused program areas that include:

• Heart failure
• Diabetes
• Behavioral health including anxiety and depression
• Maternity
• Discharge essentials

Concierge Care features

The Concierge Care member-facing app features:

• Personalized care plans
• Medication reminders
• Self-directed health activities like practicing mindfulness and breathing exercises
• On-demand conversations with care managers
• An expansive health resource library
• Health data and symptom trackers
• Gamified engagement to help keep members motivated on their path to better health
• Holistic support for physical and behavioral health
• Integration with FitBit and Apple Watch step counters

Case manager responsibilities

Our case managers may call our members if:

• They or you, their healthcare provider, think case management might help the member
• They’ve just gotten out of the hospital and need help with follow-up visits to other doctors
• They’re going to the emergency room (ER) often for nonurgent care that could be handled by you, their healthcare provider
• They call our 24-hour Nurse HelpLine and need more follow-up for ongoing care
• They have serious physical problems and need more help managing their health
• They have behavioral health conditions and need more help working with all of their doctors
  

Case managers can also help with:

• Setting up healthcare services for the member
• Getting referrals and prior authorizations
• Checking a member’s plan of care

From time to time, members may have questions about calls they receive from one of our case managers. When we call, a nurse or social worker will:

• Always identify themselves with their name, title, and position with Wellpoint
• Tell the member about the services we offer
• Talk to the member about their health and how they’re handling different parts of their life

Case management resources

Coming soon