Improving Medicare Access to Care, One Call at a Time: How Debbie Kim Helps Members Overcome Barriers to Better Health
Medicare members, accessing health care is not always as simple as scheduling an appointment or filling a prescription. Behind every medical need may be a series of challenges—transportation issues, financial concerns, confusion about benefits, or a lack of awareness about available resources. These barriers can prevent people from receiving the care they need, often leading to worsening health conditions and increased costs.
Helping members navigate these challenges is Debbie Kim, RN, a dedicated Health Coach nurse on the Social Risk Factors team. Through compassionate listening, personalized support, and effective care coordination, Debbie works to ensure Medicare members can overcome both clinical and social obstacles that stand in the way of better health.
Based in the greater Philadelphia area, Debbie supports members across the country from her home office. While much of her work happens over the phone, she believes each call is an opportunity to make a meaningful difference in someone’s life.
Turning Conversations into Opportunities for Better Care
For Debbie, a phone call is never just a routine interaction. Each conversation represents a person facing unique circumstances, concerns, and challenges. Some members may be managing multiple chronic conditions, while others struggle with everyday issues that directly impact their ability to receive care.
Many individuals feel overwhelmed by the complexity of the health care system. Others may not fully understand their Medicare benefits or know where to seek assistance. Debbie’s role is to simplify that process and guide members toward solutions that fit their needs.
“Listening is often the first and most important step,” Debbie explains. “When people feel heard, they become more comfortable sharing what is really happening in their lives. Once we understand the root cause of a problem, we can begin working toward a solution.”
Her approach is built on empathy, patience, and trust. Rather than focusing solely on medical concerns, she takes a holistic view of each member’s situation, recognizing that social and economic factors often play a significant role in health outcomes.
A Different Way to Practice Nursing
Debbie’s career began in traditional health care settings, where she provided direct patient care in hospitals. Like many nurses, she spent years caring for patients at the bedside, helping them through illnesses, treatments, and recovery.
When she joined CVS Health, she was curious about how nursing could evolve in a virtual environment. Initially, she wondered whether providing support over the phone could be as impactful as face-to-face interactions.
What she discovered was a different but equally rewarding form of patient care.
Instead of focusing on immediate medical interventions, Debbie now helps members navigate their broader health journeys. Her work often involves identifying hidden barriers, connecting people with resources, and empowering them to take control of their health.
She has learned that meaningful progress doesn’t always come from a medical procedure or prescription. Sometimes, it starts with a conversation, a new understanding, or a practical solution that makes health care more accessible.
Understanding the Real Barriers to Care
Many Medicare members face challenges that extend beyond their medical conditions. Transportation difficulties, housing insecurity, food access concerns, and financial hardships can all affect a person’s ability to receive care and maintain good health.
Debbie frequently encounters situations where the issue initially presented by a member is only part of a larger story.
For example, a call may begin with a discussion about a missed screening or a delayed laboratory test. However, through careful conversation, Debbie often discovers that the member’s real challenge is finding transportation to appointments, affording medications, or understanding how to use their benefits.
“We might be calling about something like an A1C test,” Debbie says. “But if someone can’t get to the appointment, then transportation becomes the real issue we need to address first.”
By identifying these underlying obstacles, Debbie helps members focus on practical solutions that enable them to move forward with their care.
Educating Members and Empowering Better Decisions
Education is one of the most important tools Debbie uses in her role. Health care information can be confusing, particularly for individuals managing multiple conditions or navigating Medicare coverage for the first time.
Many members are unaware of the preventive services available to them or do not understand why certain screenings and tests are important. Debbie takes the time to explain these topics in a way that is clear and easy to understand.
She helps members learn about their benefits, understand treatment recommendations, and make informed decisions about their health care.
This educational support empowers members to become active participants in their own care. Instead of feeling overwhelmed by a complex system, they gain confidence in navigating their health care options and accessing available resources.
Connecting Members to Resources That Make a Difference
Once Debbie identifies a member’s needs, she works to connect them with appropriate solutions and support services.
These efforts may include helping members find lower-cost medication options, coordinating prescription transfers to preferred pharmacies, or connecting them with community organizations that provide transportation, food assistance, or housing support.
Her role requires creativity, persistence, and a deep understanding of available resources.
“There are often more solutions available than people realize,” Debbie says. “Part of my job is helping members discover those options and making sure they know how to access them.”
Through care coordination and collaboration with other teams and community partners, she helps remove obstacles that might otherwise prevent members from receiving necessary care.
Changing Perceptions About Virtual Care Support
One misconception Debbie frequently encounters is the belief that health coaching services function simply as a call center.
In reality, every call involves detailed assessment, problem-solving, and personalized support tailored to the member’s specific circumstances.
“People sometimes think we’re just making phone calls,” Debbie explains. “But every call represents a real person with a unique story. For many members, that call becomes their most direct connection to care.”
These conversations often provide members with access to information, guidance, and resources they may not have known existed. In many cases, a single phone call can set someone on a path toward improved health outcomes and greater peace of mind.
One Call That Made a Lasting Impact
Among the many members Debbie has helped, one experience remains especially memorable.
A Medicare member contacted her feeling frustrated and concerned after believing that his medication assistance program had been discontinued. The loss of support meant he faced significant medication costs that he could not easily afford.
As Debbie reviewed the situation, she discovered that the issue stemmed from a missed renewal rather than a permanent loss of benefits. She quickly helped resolve the problem and restore the assistance.
However, she didn’t stop there.
By taking a closer look at the member’s coverage and pharmacy options, Debbie identified an opportunity to transfer prescriptions to a preferred pharmacy. This change reduced the member’s medication costs from hundreds of dollars to zero.
Recognizing that the member’s wife was covered under the same plan, Debbie extended the same assistance to her as well.
The impact was immediate and profound.
The member expressed overwhelming gratitude, telling Debbie that her support had transformed their situation and relieved a significant financial burden.
For Debbie, moments like these serve as powerful reminders of why her work matters.
Sometimes, one conversation can change not only a person’s access to care but also their quality of life.
Finding Strength Through Family and Faith
Outside of work, Debbie values spending time with her husband and four children. Family activities, including bike rides and outdoor adventures, provide opportunities to relax and recharge.
She also draws strength from her faith, which helps her maintain perspective and compassion when supporting members facing difficult circumstances.
These personal foundations enable her to approach each call with empathy, patience, and a genuine desire to help others.
When asked what song best represents her role, Debbie chooses “Lean on Me” by Bill Withers. The song’s message reflects her belief that no one should face challenges alone.
Whether helping a member navigate health care, access resources, or simply feel heard, Debbie strives to be someone they can rely on during difficult times.
About
Debbie Kim’s work demonstrates that improving health outcomes often begins with understanding the person behind the medical condition. As a Health Coach nurse on the Social Risk Factors team, she goes beyond addressing clinical needs to identify and resolve the social, financial, and logistical barriers that affect access to care.
Through compassionate listening, education, care coordination, and resource connection, Debbie helps Medicare members navigate complex challenges and take meaningful steps toward better health. Her story highlights the power of human connection and the impact a single conversation can have on someone’s life.
For Debbie, every phone call is an opportunity to build trust, provide guidance, and create positive change. Whether helping a member access affordable medications, arrange transportation, understand their benefits, or simply feel supported, she remains committed to ensuring that no one has to navigate their health journey alone.
One call at a time, Debbie is helping make health care more accessible, affordable, and effective for Medicare members across the country.
