The core principle of case management is simple: everyone benefits when patients achieve their highest level of wellness, independence, and functional ability. By helping patients access care, navigate challenges, and use healthcare resources effectively, case management plays a vital role in supporting positive outcomes while respecting each individual's right to self-determination. Since its inception in 2024, the Atos Medical Case Management team has been dedicated to providing personalized, patient-centered support for individuals living with a total laryngectomy.
The Case Management Department is comprised of two specialized teams, each serving a distinct but complementary role: Client Navigators and Clinical Navigators.
Client Navigators
Client Navigators are experts in guiding patients through the often-complex insurance and reimbursement process. They serve as a valuable resource for individuals facing financial, administrative, or coverage-related obstacles when obtaining essential medical supplies. Their efforts are focused on reducing disruptions and helping patients receive the products and support needed to achieve successful health outcomes.
One of the Client Navigator team’s most notable achievements has been securing updates to Medicaid fee schedules, including increased quantity limits and the addition of core laryngectomy products to individual state Medicaid programs. These efforts have expanded access to essential supplies for patients in Alabama, Arizona, Arkansas, Connecticut, New Jersey, North Carolina, and Ohio. The team is currently working with Medicaid programs in 17 additional states, further advancing access to care for individuals living with a laryngectomy nationwide.
In addition to advocating for broader system-level improvements, the Client Navigators have helped more than 1,400 individuals overcome complex insurance-related challenges. Successful interventions have included coordinating communication among patients, healthcare providers, and insurance companies; securing single-case agreements; facilitating primary care provider referrals; and addressing network deficiency gaps. Each successful intervention represents a patient who was able to move forward with greater confidence, fewer delays, and improved access to necessary care.
Clinical Navigators
The Clinical Navigator team consists of speech-language pathologists (SLPs) and a respiratory therapist (RT) with more than 50-years of combined patient care experience. Clinical Navigators provide education and support to patients, caregivers, home health agencies, inpatient rehabilitation facilities, and skilled nursing facilities.
The Clinical Navigators facilitate several product-specific programs as well as ASK: Awareness-Support-Knowledge.
ASK aims to address health equity, access to care, and the isolation often experienced by individuals living with this rare but chronic condition. Through this service, patients and caregivers can access one-on-one support focused on education, product use, care routines, and communication options. ASK provides guidance when patients are ready and actively seeking support, helping them build confidence and independence throughout their journey. While Clinical Navigators offer real-time troubleshooting, product education, and resources, they do not replace the specialized medical care provided by a speech-language pathologist or other healthcare professional. They encourage patients to consult their healthcare team for medical advice or concerns requiring clinical evaluation.
To date, Clinical Navigators have supported more than 600 individuals. Their primary objective is to educate and empower patients to make informed decisions that align with their personal goals. By reinforcing the education provided by their healthcare providers and delivering personalized support, the team helps ensure patients receive clear, consistent, and actionable information.
To further strengthen patient outcomes for individuals living with a total laryngectomy, Clinical Navigators partner closely with healthcare professionals across the continuum of care. Because this patient population is relatively small, many providers encounter few people with a laryngectomy throughout their careers and may have limited experience with their unique communication, airway, and rehabilitation needs. Through educational presentations, product-specific training, and ongoing clinical support, Clinical Navigators serve as a resource for SLPs, RTs, OTs, nurses, administrators, and other members of the healthcare team. By sharing clinical knowledge and practical strategies, these collaborations help build provider confidence, reinforce best practices, and improve continuity of care as patients transition between acute care, inpatient rehabilitation, skilled nursing facilities, home health, and the community.
The Atos Medical Case Management team advances its mission through four guiding principles: advocacy, awareness, access, and adherence. Through personalized education, insurance navigation, resource support, and specialized clinical guidance, the team helps individuals living with a total laryngectomy overcome barriers, access essential care, and support their long-term health, independence, and quality of life.
Every patient journey is unique, but no one should have to navigate it alone.
Case Management: Helping patients navigate challenges, access care, and live life with confidence.