SCAN Health Plan Exhibits Highly Acclaimed “PALS” Program at Capitol Hill Health Expo Highlighting Private Sector Innovation

Date Posted: 04/15/2014

SCAN Health Plan Exhibits Highly Acclaimed “PALS” Program at Capitol Hill Health Expo Highlighting Private Sector Innovation (WASHINGTON, DC) — SCAN Health Plan’s Personal Assistance Line (PAL), an innovative program that helps dual-eligible members navigate the complex web of Medicare and Medi-Cal services, was showcased at the annual Healthcare Innovations Expo on Capitol Hill. More than 100 members of Congress and an equal number of staff members attended the yearly event sponsored by the Healthcare Leadership Council. Launched in 2007, SCAN’s PAL unit is comprised of a team of bilingual experts trained extensively in the intricacies of Medicare and Medi-Cal benefits. They provide case management services to dual-eligible members and act as a central contact to provide assistance relating to eligibility and benefits. This could include resolving issues related to such things as coverage of dental benefits or prescription co-pays. They also assist in completing eligibility paperwork with the state. “Being poor, elderly and afflicted with chronic disease can be challenging enough; and trying to navigate the complexities of two government healthcare programs could break the will of even the strongest individual,” said Peter Begans, senior vice president of public and government affairs for SCAN. “Our PALS program helps these dual-eligible members get the care they need by serving as ongoing liaisons between the enrollee and SCAN healthcare services staff, medical groups, providers, and community-based organizations.” In addition to benefit-related assistance, the PAL unit seeks to make the enrollee’s experience as personal as possible. For example, team members contact each enrollee via telephone to remind enrollees of preventive health measures, such as seeking a yearly flu vaccination, and engaging family members in care discussions when the member is unable to do so. Begans says that having the opportunity to showcase a program such as this before members of Congress is important because it “demonstrates the important role of the private sector in healthcare innovation. It also allows us to bring home the enormous challenges that dual-eligibles face and the need to continue to support programs that allow high-need seniors to live healthy and independent lives.” SCAN Health Plan is one of the nation’s largest not-for-profit MAPD plans currently serving 170,000 members in California. Further information may be obtained at or on Facebook at Y0057_SCAN_8569_2014 IA 04152014