Humana Agent Helps Member Find New Wheels and Independence

Josette Rodriguez-Alvarez, Humana MarketPoint Sales Representative near Orlando, has a reputation for taking action and getting things done. She helps to put health first for our members every day.

When David, Humana Medicare Advantage Dual Special Needs Plan member, needed help, he reached out to Josette. David uses a wheelchair full-time after suffering a work-related incident that left him blind and required the amputation of his foot. His wheelchair means freedom and independence.

But now David’s wheelchair was no longer operable. The sidebar had broken, and an exposed screw caused injury. David had contacted his doctor to ask for authorization to get a new wheelchair and his doctor wrote the order. Humana approved the authorization for his new wheelchair, but it wouldn’t be immediately available. 

“I knew that the member needed this wheelchair,” said Josette. “I could hear something in his voice, like he just wanted someone to hear him, someone to just help—a person who could understand how urgent this was for him.”

After carefully listening to David’s story, Josette quickly acted and moved into “we have to help this member” mode. Josette identified a local community resource with a donated chair that was immediately available, and David received a temporary set of wheels in just a few days. 

“You are an answer to my prayers,” David said with gratitude and tears of joy.

Ultimately, David did receive a new wheelchair through the durable medical equipment coverage under his Humana plan. When the need is urgent, it is wonderful to have people who can brainstorm and act quickly.

MarketPoint Sales Representatives help our members in ways that go beyond selling insurance policies. Read this story about a new member who received personal attention from his agent in Las Vegas: New Medicare Advantage Member Receives Personalized Preventive Care.