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Community Health Navigator Karen Sours is reminded why she does what she does every time someone “lights up” when they are connected to resources. 

“I run across people who really need health care but don't go because they don't think they can afford it and so their health deteriorates,” said Sours. “And then to see them light up when they know that they can actually make doctor's appointments and get their medicines. ‘Wow, you've opened a door for me. Now I can get the help I need’.” 

Navigating the healthcare system can be overwhelming. Certified Application Counselors (CACs) can make a difference by guiding the public through the complexities, opening doors for people. 

CACs are trained and certified Chestnut staff designated to assist patients, clients, and community members with enrolling in Medicaid or purchasing insurance on the Affordable Care Act’s Marketplace during the enrollment period November 1 to January 15. CAC services are free of charge. 

Ten Chestnut employees are certified to provide these services. Unlike other certifications, to maintain this one you have to complete updated training annually and pass a rigorous test. 

Certified Application Counselors: 

• Provide free, unbiased help with Marketplace enrollment 
• Assist with Medicaid and Children’s Health Insurance Program (CHIP) applications 
• Explain coverage options and eligibility requirements 
• Help people gather needed documents 
• Support renewal and special enrollment needs 
• Protect consumer privacy and follow strict confidentiality rules 
• Educate the community about available insurance resources

“I enjoy being able to help someone obtain assistance in navigating the complicated world of healthcare and hopefully make it a little easier for them to improve their overall wellness,” said Community Health Navigator Angela Marinez-McKenzie. 

“It’s always a really good feeling to help someone who maybe doesn't have a computer or an iPad or anything to get online. And a lot of the clients who are homeless don't have that,” said Data Management Assistant Angela Bryant. 

CACs do not choose plans for people or make recommendations. Instead, they empower individuals to make informed decisions by providing clear, neutral guidance. 

The work gets praised by clients. 

“Thank you so much for the help you provided for my son and family,” said one client. “We tried to do this ourselves, but it was very overwhelming.” 

“I got approved and am ecstatic! I can’t thank you enough for all your help with this, said another client. “Now I can get the help I need without worrying.” 

This certification aligns with Chestnut’s mission to break down barriers and connect people to the services they need without judgment and regardless of their financial situation. 

“It’s a domino effect. You get them health insurance and they can go see a primary care and / or psych provider. And then, they can see a counselor, and then me for case management,” said Case Manager Maurice Betts. “Something as simple as helping someone enroll in Medicaid can change the person's life. When someone receives health services, that could change their self-esteem, attitude, and motivation to do things in society.” 

Keeping up on the evolving guidelines can be challenging for the CACs. 

“The different tax credits/reductions clients can apply for can be challenging to explain while reassuring clients these are available to help them get lower monthly premium prices and overall, financially, help them,” said Community Health Navigator Maria Samayoa. 

The work of CACs is just a piece of the puzzle of good health that can open doors for people. 

“I'm working with the whole person,” said Sours. “I talk to them about what their insurance needs may be. But I also include, ‘do you have a medical provider?’ I Introduce them to Chestnut for medical, dental, psych, or counseling – let them know all the services that we offer. I also find out what social determinants of health they may need. That’s all incorporated into almost every meeting I have with somebody.” 

Anyone interested in receiving these services can call 888.924.3786 or request an appointment online.