Behind the Scenes with MVES' SHINE Coordinator

With the new Medicare Part D Prescription Drug Program rolling out January 1, 2006, SHINE Coordinator Keely Benson has had her hands full with training new volunteers, organizing outreach events, coordinating enrollment, and answering general health insurance questions from the public. Keely recently took a few minutes out of her busy schedule to speak with us about her role as SHINE Coordinator.

SHINE Coordinator Keely Benson

Editor: For those who don’t know much about this program, what is SHINE?

K. Benson: SHINE stands for Serving Health Insurance Needs of Elders. As part of the state’s SHINE program, we provide health insurance information to all Medicare beneficiaries who live in the 21 cities that make up our region. We are very fortunate to currently have 25 SHINE counselors, with seven new volunteers training at this time. In fact, most SHINE counselors are volunteers.

Editor: As MVES’ SHINE Coordinator, you’ve been very busy lately. Can you explain?

K. Benson: Starting January 1, 2006, a new Medicare prescription drug program is being made available to the public. Because Medicare beneficiaries are being encouraged to get as much information about the new program as possible, I’ve been staying busy. We want to provide individuals with all the necessary information that will help them enroll in the program that is best suited for them. MVES has been receiving approximately 100 calls about Medicare every day.

K. Benson: I certainly have had some help. SHINE Counselors have been putting in extra hours to respond to as many calls as they can. Also, our Care Options Consultants have been answering phone calls that would normally be directed to SHINE. We just want to make sure that we can help as many callers as possible.

Editor: Health insurance issues seem to be changing all the time. How do you stay on top of things and make sure that your information and advice are accurate?

K. Benson: One of the ways we do this is by maintaining a close relationship with the state’s SHINE director, as she notifies us with up-to-date information as soon as she receives it. This way, the counselors are able to ask their own questions ahead of time, in preparation of answering elders’ health insurance questions. We’re always sure to stay on top of the most current information so that we can relay it to the people we serve.

Editor: What have you been doing to make the public aware that the SHINE program is available for assistance?

K. Benson: We have been organizing a variety of outreach events to educate people about Medicare Part D and to help them enroll in the right plan. I go to senior housing buildings, hospitals, and retirement homes to give an overview of the plan and tell people how it will affect them. MVES also is hosting an information workshop on December 15. SHINE Counselors will be available to answer questions and help people enroll.

Editor: What is the most challenging part of your position?

K. Benson: With such a great demand for information, sometimes it’s difficult to respond to the high volume of calls and questions. I just want to make sure everyone is informed.

Editor: What is the best part of the job?

K. Benson: I love working with our SHINE Counselors because they are always presenting me with challenging questions, which keeps me on my toes. I appreciate the fact that they look to me as a resource, yet I’m constantly learning from them as well. Also, I enjoy working with elders in a field that is so significant for them. Health coverage is such an important issue that I want to be able to assist seniors the best way that I can.