Keeping Your Clients Safe On The Road: 3Q With Jacquie Schwoerke, Sharp HealthCare

Travel agents typically don’t like to think of the possibility that the dream vacation they are booking for a client could become a personal nightmare instead. An accident or health issue arising while a client is traveling might ruin the vacation—and their personal finances as well.

In this latest installment in our 3Q series, Jacquie Schwoerke, vice president of Global Patient Services, Sharp HealthCare in San Diego, CA, answers three questions about how travel agents can help keep their clients safe and secure.

TMR: What medical records should a traveler carry when traveling abroad?
JS: They should carry:

• Physician name, phone # and fax #
• Name and phone # of home hospital
• Insurance ID cards or a copy with the ID# and Customer Service Ph#
• List of know medical problems (such as high blood pressure, diabetes, heart problems)
• List of hospitalizations and past surgeries, including dates, diagnosis and type of procedures
• ID cards for any surgical implants (i.e. joint surgery for hip or knee, pacemaker, cardiac stents)
• List of current medications with dosage and times of day taken. The complete list should also include prescriptions and over the counter medications, vitamins and herbal supplements.
• Allergies to medications and foods
• Blood type
• List of vaccinations and when received
• ICE Contact – In Case of Emergency – List name(s) of person to notify back home, include relationship and phone numbers. Leave a copy of all this information with that ICE contact, including copies of insurance ID cards (front and back), copy of passport, travel insurance policy information, and travel itinerary.

TMR: What is the number-one misconception travelers have about healthcare outside the United States?
JS: Many travelers incorrectly believe their U.S. health insurance will automatically cover them wherever they are. The majority of U.S. health insurance plans do not cover you when traveling outside of the U.S., except for U.S. territories (including Medicare).  Be sure to check with your health plan to see if it provides worldwide coverage and assistance in the event of a medical emergency.

TMR: For the typical traveler what kinds of things will an HMO cover when they are traveling and how easy is it for them to find out before traveling or deciding to purchase travel insurance?
JS: Some HMO plans do provide coverage for true life-threatening emergencies while traveling outside of the country, but it depends on the plan. The important question to ask your domestic health plan is: Does the plan have a benefit to cover medical emergencies outside of the United States?  If the answer is yes, request a copy in writing of what the travel benefits include and exclude, as well as the contact information when traveling abroad.

You should also ask a few more questions:

1. How much does it cover for medical care and medical evacuation? 
2. Is there a maximum amount per person?
3. Must I pay and submit for reimbursement, or will the health plan guarantee payment and wire funds directly to the hospital?
4. Who is the contracted travel assistance company? What is the phone number?
5. Does the coverage only coordinate air ambulance evacuation to the nearest medical facility or will they coordinate air ambulance transport to the United States? 
6. Is the cost of the air ambulance arranged and paid by the travel assistance company? 
7. How long does it take to coordinate an air ambulance to transfer you home?
8. What is the process for notifying the travel assistance company and expediting a medical evacuation?