One of the core challenges in Medicaid is ensuring patients are able to access high-quality, whole-person care when they need it. Research shows that patients at the greatest risk for adverse outcomes are often disconnected from primary care, which can lead to costly healthcare crises, increased ED utilization, and suboptimal health outcomes.

Care Coordinators help address these problems by serving as a liaison between patients and their care teams. Abum Ezeonwu, Waymark’s Seattle-based Care Coordinator Lead, helps ensure continuity of care between patients, primary care practices and Waymark’s multidisciplinary care team—including clinical pharmacists, licensed therapists and community health workers (CHWs)—to promote access to both primary care and community resources when needed.

Why is it important for community-based teams to include care coordinators? How do you work alongside other roles, like CHWs and therapists? 

Care coordinators do a little bit of everything. We conduct outreach to patients through phone and texts, communicate with patients and PCPs, and help CHWs and therapists connect their patients with community resources. We also serve as a point of contact for our provider partners and community organizations, which means we’re the face of Waymark to a lot of people. Because care coordinators are so embedded in every element of care, from providers to patients and community organizations, we have the knowledge and skills needed to connect patients with what they need, and to know what resources are available.

What brought you to Waymark? 

I’ve worked in healthcare for many years, and I wanted to experience a form of healthcare delivery that was different from my past experiences as a clinic manager and a lab assistant. I also wanted to be part of work that is deeply rooted in my community. Because of my past experiences, I know that it’s not just patients that feel stressed by healthcare delivery—PCPs also feel that. It’s been great to work for a company that wants to address that strain on both sides, making sure that patients and providers both see improvement.

Can you share an example of how you recently helped a patient in the community? 

One that stands out is a patient referred to Waymark by a PCP because of his struggles with diabetes management. Due to various life circumstances, the patient had neglected to adhere to his medication regimen. He requested a continuous glucose monitor, but the device was not covered by his insurance. I connected the patient to our pharmacist, who provided a detailed discussion on coverage options, alternative treatments, and effective strategies for diabetes management and monitoring. Our dedicated care team arranged for the patient to receive specialized care at the UW Diabetes Institute, ensuring he has access to the best possible resources and support for his condition.