For Susan Coughlin, nurse care manager for behavioral health at Blue Cross and Blue Shield of Nebraska (BCBSNE), helping members navigate their mental health benefits is more than a job – it’s a passion.
“I reach out to our members who’ve had admission to an inpatient level of care,” Coughlin said. “My passion lies in being support for whatever they need. I’m a safe person they can talk to in a nonjudgemental format.”
In 2024, the Nebraska Department of Health and Human Services Division of Behavioral Health reported that 23,166 Nebraskans received community-based behavioral health services. At BCBSNE, nurse care managers like Coughlin play a critical role in connecting members with the resources they need to support their mental well-being.
The services provided by BCBSNE’s Mental and Behavioral Health Care team come at no cost to members and are a key part of the company’s mission to champion health and well-being in all aspects of life.
Taking a holistic approach, nurses guide members through lifestyle changes, stress management techniques and coping strategies. In addition, they assess social determinants of health to ensure members can get the care they need when they need it.
“We’re able to impact the lives of so many of our members,” Coughlin said. “I have one member I’ve been working with since July of 2024. Since we’ve started working together, I’ve helped them explore multiple approaches for care, found resources and provided ideas to help them through the difficult path they were navigating.”
This team collaborates to support members and their families with mental and behavioral health needs – helping them navigate the health care system to find the right care through health plan benefits, employee assistance programs and community resources.
“I provide ideas on day-to-day management of their illness,” Coughlin said, “encourage development and maintain a support network for them. I am someone on the other end of the phone who cares enough to really listen to them.”
To further enhance access to these resources, BCBSNE offers the Wellframe app. This app provides a supportive starting point for accessing tools and resources that can guide them on their mental health journey.
For Coughlin, one resource stands out above the rest: outpatient therapy.
“It’s the common thread that helps people move their mental health journey forward in a meaningful way,” she said. “Sometimes the steps to better mental health aren’t easy. But I’m able to give the members I talk to a chance to champion their own health – to feel like they’ll be okay and that they’ll get there.”
Coughlin said that staying focused on her passion for helping others is essential to guiding members forward on their health and well-being journey.
“We all have the power to be a positive force in someone’s life,” Coughlin said. “Listening without speaking and allowing silence in a conversation is powerful. Take time for yourself every day to recharge and reconnect with yourself.”
