Nurse helps clients navigate health care issues

Nellie Symm-Gruender was working full time and had a son in high school when her 80-year-old mother broke her leg eight years ago. Even with 40 years of experience as a registered nurse, Gruender was overwhelmed. Eventually, a doctor’s mistake led to the amputation of her mother’s leg, and Gruender had to take care of her mother in home full time.

“When I talk to people, almost everyone can relate,” Gruender said. “There were days when I was befuddled about navigating the health care system. There is so much information.”

Gruender’s experience inspired her to start a private sector health care navigation business called Care Navigators.

Gruender took her years of experience as director of two emergency departments in different hospitals and as process improvement coordinator with Seton Healthcare, a leading health care provider in Austin, Texas, and started her business. Care Navigators provides health care consultation for adults and their families. Gruender’s services cover a vast range of issues related to health care, from understanding Medicare’s numerous rules and regulations to negotiating with insurance companies.

“Some people call it advocacy,” Gruender said. “When you talk about being an advocate, it implies you’re in an adversarial relationship. I look at myself more as a bridge.”

The goal for Care Navigators is to bridge the gap of knowledge and support that exists between patients and health care providers. “I don’t offer medical advice,” Gruender said. “That’s not my job; my job is only to help that person have a good outcome, be safe and have a full understanding of that health care.”

One service Care Navigators provides is translating what Gruender calls “medicalese.” Visiting a doctor’s office can be confusing for patients, and if they’re not prepared, important information can get miscommunicated, she said.

Gruender prioritizes medical issues with clients before their doctor’s appointment and takes notes on what the doctor says during the visit. Later, if the client’s family is involved, she can go over her transcription with them.

If there is a problem among a client’s family, Gruender will serve as a moderator. As a neutral third party, clients and family are more willing to share and take advice from her, she said.

Gruender also assists clients with medical bills and insurance claims and can connect them with programs that can help them.

Care Navigators is available as a monthly subscription. The fee is used as a retainer for consultations and provides members with deep discounts (around 40 percent) on hourly services.

As one of the first private sector health care consultants in the area, Gruender is convinced there is a need for Care Navigators. She said it is a popular trend on the East and West coasts.