Breaking Down Social Barriers One Water Bill at a Time

Breaking down social barriers opens the door to whole-person health. At Humana we focus on whole-person care, addressing social needs that may interfere with optimum health, security and well-being, which allows our members to focus on improved physical and mental health.

During a conversation with her Humana care manager, Margaret, a 74-year-old member living in Georgia, mentioned that her water was in danger of being shut off. The bill was three months past due and Margaret didn’t have the financial resources to pay the balance of over $500.

Margaret’s care manager, Janay Thompson, turned to the Humana Community Navigator (HCN) – an online directory that provides access to more than 500,000 social service programs across the United States – to locate assistance for Margaret.

Funds from these programs can often be used to help pay for expenses like prescription drugs, rent or mortgage, public transit and utilities such as water service.

Janay identified five resources through the HCN and shared the information with Margaret, who agreed to reach out for help on her utility bill. The bill was paid, and Margaret was thankful, saying, “Humana does a great job.”

Being on the frontlines of whole-person care is important and rewarding work, and it requires empathy and a careful ear.

“Most of the members are extremely appreciative for the support and information,” said Janay. “It means a great deal to me to know that I was able to help even one person when there are so many people in a vulnerable place.”

Associates such as Janay make a significant difference in the lives of our members, routinely breaking down barriers. Learn how Humana creates solutions to address the needs of the whole person by visiting our Humana Impact Report.