Crystal provides compassionate care as a nurse advocate

[Soft music playing in the background]

[Crystal speaking on screen]

CRYSTAL: I've just always wanted to be a nurse, and I love it.

[String music and birds chirping]

[Stringed lights and a bird feeder hanging from a porch, transitioning to Crystal looking out over a scenery of trees and a pond, drinking from a mug]

I find peace in the birds. I just love nature. I think nature heals.

[String music gets louder]

Text on Screen – Heart of the Matter, Crystal’s story

That's where I get my energy, is helping to heal.

[Crystal working from home on her computer, in a headset, talking]

[Crystal talking to a member on the computer]

And physical therapy, have you started physical therapy yet?

[Crystal speaking on screen]

I love to be the helper. And I love puzzles.

Text on Screen – Crystal, UnitedHealthcare nurse

I love to find out why is this person the way they are. There’s so many different facets to being ill.

[Crystal typing on a keyboard, at her desk, working]

I just love doing it. I love finding the answer.

[Crystal talking to a member on the computer]

Let's circle back. Metformin, are you a diabetic?

[Crystal speaking on screen]

I ended up getting kind of sick with autoimmune disease, and it took a while to get that diagnosis.

[Crystal in her kitchen, pouring a cup of coffee]

I couldn't move like I normally moved. I couldn't even dress myself. I had to use my husband to help me. And I knew that I wouldn't be able to hold a child or even hold a bevel of a needle. My hands would give out.

[Crystal on a porch, looking out over the water]

But lucky for me, UnitedHealthcare was there and I could work and still take care of people virtually, on my computer, on the phone.

[Crystal talking to a member on the computer]

Why don't we just go ahead and get that scheduled?

[Crystal speaking on screen]

In the system it'll show me if someone has went in for back pain or possibly an MRI, something of that nature. And so then I just kind of review the case and I call up to the member to see if they're doing okay.

[Crystal talking to a member on the computer]

When you come home, do you have ice packs or an ice machine? Because you'll need that.

[Crystal speaking on screen]

When you listen to a member, when you establish that relationship, you can tell on the next call, their tone of voice, their respirations, their attitude. You can just tell things that are out of the ordinary and that's when you really want to zero in.

[Crystal talking to a member on the computer]

And do you need any help with like stress, anxiety, depression? Do you need any assistance in that arena?

[Crystal speaking on screen]

I've had someone say, “Well, the back of my leg's really hurting, but hey, I'm doing great.” And I thought, “Oh, after a knee surgery, that's interesting, because you very well could have a blood clot.” And sure enough, he did.

[Crystal outside her house, taking a bird feeder down and filling it up with bird seed]

Those type of things that we can still help with. You don't have to be bedside in order to help that. But you have to know your member, and that's what we do. That's what the nurses at UnitedHealthcare do. I don't get to work in the hospital because of my problems with physical hands, I can't.

[Crystal putting the bird feeder back up on a tree]

So it made me feel really amazingly good that I can still help heal. I can still save lives. It's just in a different manner.

[Crystal talking to a member on the computer]

Okay, thanks so much, Jean. You have a great day.

Text on Screen – UHC, uhc.com

[Music fades away]