Around Here, No One Falls Through the Cracks
Case Management is the key connector between the patient and their care.
They’re the back-office heroes, the people who find the disconnect and work it out.
The people who work with insurance companies for prior authorizations and help patients get life-saving medications.
They are case managers, and they are the bridge between the healthcare system and the patient at Pineapple Healthcare.
This week, the American Case Management Association recognizes National Case Management Week Oct. 11-17, 2026, and according to the organization, this year’s theme “Driving Outcomes” shines a light on the “critical role case managers play in improving patient experiences, advancing quality care, and achieving better health outcomes across the continuum of care.”
“As a case manager, we basically do all-encompassing care on the back end for the patient,” said Pineapple Healthcare Case Manager Luis Rosado. “The case manager is the go-to person, the right hand to the provider and in direct contact with the patient to act as the bridge in the middle.”
At Pineapple Healthcare, our Case Management Team brings a variety of expertise to assist patients from a variety of perspectives whether it’s clinical, health insurance or personal needs based.
Alexis Mora, LPN, a Clinical Case Manager, helps connect patients from a provider visit to the medication they need, or a specialist they need to see. As a licensed practical nurse, Alexis can read lab results behind the scenes, so he can make sure patients get the right prescriptions. He can also connect patients with in-network specialists based on their insurance.
“The biggest thing is advocating,” Alexis said. “We’re always advocating for the patient with insurance companies, pharmacies, specialists, and other providers, explaining that ‘they need this care,’ and why.”
Luis, who’s been with Pineapple Healthcare for two years, has a different role within case management, taking into consideration the patients as a whole person.
“I’m a case manager that assists patients with resources outside the office,” Luis said. “So, if someone needs assistance with rent, utilities, furniture, clothes or other personal needs, I help coordinate those things with the patient. I reach out to organizations and try to help; I’m well versed with these types of programs.”
On the broader Case Management Team, there are case managers dedicated to helping in a variety of areas. They help patients who are uninsured or underinsured, as well as navigate insurance subsidies. There are also case managers who help patients with programs like the Family and Medical Leave Act, certain lab bill payments and office billing in general.
Not everywhere offers a team to help navigate the complicated healthcare world, and managing his mother’s care influenced Alexis to enter a career in case management.
“I was her secretary, appointment setter, transportation and everything for my family, and I realized that a lot happens behind the scenes after you see a doctor or specialist,” he said. “A lot of things fell through the cracks. That drew me to work case management. I wanted to help people not only in a medical sense but to make sure they don’t fall through the cracks.”
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