August 19, 2025
Judith sat alone on a Rochester park bench, waiting to meet someone she’d never seen in person—but who had profoundly impacted her life. Judith has worked over the phone with Laurie, her Excellus BlueCross BlueShield case manager, since 2021. On this day, they would meet face-to-face for the first time.
As she waited, Judith reflected on the past four years. Living alone without a local support system, she faced significant health and personal challenges, including a bilateral knee replacement in 2023 and subsequent revision surgery. Through it all, two constants remained: her faith—and Laurie.
“I never imagined my health plan would become such an important part of my life,” Judith says. “But Laurie’s support during my darkest moments was life changing.”
A former caregiver herself, Judith never expected to be on the receiving end of care. “Laurie is everything to me,” she explains. “She’s more than just a voice on the phone—she’s a friend, a mom, everything a person could hope for.”
Laurie helped Judith find short-term rehabilitation, navigate the health care system, connect with community resources, and even set up an online profile to support her post-recovery job search.
While in-person meetings like this are rare, Judith’s experience is far from unique. Through Excellus BCBS’s case management program, members receive support from a team of professionals including nurses, social workers, physical therapists, and licensed mental health specialists. In the past year alone, case managers helped more than 33,000 members—most of them over the phone.
When Laurie arrived, the two women shared a long, tearful embrace. “When I was going through the worst, you were there for me,” Judith told her. “It wasn’t easy, but I thank you for everything you’ve done.”
Laurie draws on her own life experiences to guide her work. “I had a rough childhood and moved out when I was young. I always wished someone had been there for me,” she shares. “Helping people—many of whom live right in my community—is incredibly meaningful.”
As they caught up, the pair exchanged photos, stories, laughter, and a few more tears. “I love what I do,” Laurie says. “And I’m proud to help my members.”
“I was so happy to meet Laurie,” Judith says. “I finally got to hug her and tell her how much I truly appreciate her. She helped me stay strong through depression, stress—everything. She went above and beyond.”
As Laurie headed home, Judith watched her go with a smile, comforted by the knowledge that her friend and caregiver is just a phone call away.
Scott Gwilt 3157310076
