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A Day in the Life of an AeroMedical Case Manager

February 13, 2019

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By J. Lynette Morgan, CFC

Senior Aeromedical Case Manager

It’s 7:34 in the morning, the phone rings and there is a desperate voice on the other end. “I hope you can help me”, she says, “I’ve never had to do this before. My Father had a stroke while on vacation in Costa Rica. How do I get him home to the U.S. for immediate treatment?” I shift my focus away from the flight screen and onto the caller’s needs. I go through a brief line of questioning, taking care to intently listen to the client’s answers. “Where is your Father located now,” I ask “and what city would he like to be evacuated to?” After inquiring about the patient’s medical needs, I explain our services, that we are a CAMTS accredited provider and have been in business for 25 years. I outline our medical capabilities, the type of aircraft we operate, and how we will work together to evacuate her sick loved one. I advise that we will coordinate the transfer from one bed to the next, including ground transportation to and from our aircraft, delivering a seamless transfer for her Father. I then go over the all-inclusive cost of the transport.

As an AeroMedical Case Manager, it is imperative to gain a client’s trust within the first few moments of a call. Whether it is a family member, hospital Social Worker, or insurance Case Manager, we acknowledge his or her distress or needs and offer a personalized approach to the entire process of coordinating a flight. Our services at AeroCare entail a more personalized approach, offering clients 24 hour access to an AeroMedical Case Manager, throughout the entire process. This greatly separates our company apart from other air ambulance providers. We remain available for questions and are here for our patients from the initial call through the end of the transport. Your care is our mission.

AeroCare offers a wide range of Learjets with short and long range capabilities. These aircraft have full ICU configured interiors, fly Domestic and Internationally, a full critical care team which includes a Flight Nurse and Flight Paramedic or Flight Respiratory Therapist, NICU, PICU, LVAD, ECMO and Balloon Pump transfers.

We also offer non-emergent flights and commercial medical escorts. Comprised in our all -inclusive service is room for one to two passengers to accompany the patient. (Patient condition will dictate which option is best suited for the client, as well as number of passengers allowed).

When the client has chosen our services, transport documents can be emailed or faxed to the family or Social Worker/Case Manager or directly to the Nursing station of the patient’s current facility. When these forms are received back by secured email or encrypted fax, we then collect a History and Physical form from the current medical institution. The Communication Center takes over coordination of the mission at this point, leaving the Aeromedical Case Manager to maintain communication with the family and facility contacts. We will update the client with a full itinerary and give him or her access to track our aircraft via a flight tracking website.

If you would like more information, please visit our website at www.aerocare.com or contact us directly at our twenty four hour Communication Center at 800-823-1911, in the U.S. and Canada. 1-630-466-0900 for all other Countries.