WVAHP Announces 2025 iCARE Award Winners

Charleston, W.Va.: The West Virginia Association of Health Plans (WVAHP) announced the winners of its seventh annual iCare Awards. WVAHP is a trade association made up of the managed care organizations (MCOs) that serve West Virginia’s Medicaid program – Aetna Better Health of WV, Highmark Health Options, The Health Plan, and Wellpoint WV. The iCare Awards are given to employees of

WVAHP member-MCOs who have demonstrated exemplary care and service to West Virginia Medicaid members in helping them achieve positive outcomes in their healthcare delivery.

“This year our winter meeting was met with the full force of a winter storm and unfortunately caused us to cancel the iCARE Awards dinner. Plans changed, but we still want this to feel special for our winners,” said Ben Beakes, Executive Director of the WVAHP. “Over the coming weeks, we plan to visit each MCO to personally present their awards. The dedication these healthcare professionals have shown to their members is evident in the stories they share and deserves to be celebrated. We are proud to recognize the 2025 iCARE Award winners.”

GRAND PRIZE WINNER

Leila Caputo – Wellpoint WV

Leila had a member who was a middle-aged woman living in an apartment in an impoverished area of WV. She faced multiple social determinants of health including food insecurity, access to care, employment/education, durable medical equipment, utility assistance, housing assistance, lack of sufficient support, chronic illness, and significant physical and mental health barriers. Leila was able to connect her with a local food program and provide a Healthy Grocery card. The member enrolled in college for her psychology degree but lacked internet access and a functional laptop, which was addressed through the Wellpoint Employment Solutions Program. Leila assisted her with finance aid forms, enabling her to access funding for her education and daily needs. The member faced transportation challenges compounded by her mobility limitations from a prior stroke. To address this, Leila obtained a rollator walker through Mountain Mission, allowing her to rest and carry items safely. With this support, the member can access the college food pantry and a monthly bus pass for reliable transportation. She now has a working laptop, home internet, and emergency food assistance to support her education and daily living. Lelia’s coordinated interventions have improved her member’s independence, access to care and ability to pursue her goal of completing her degree and re-entering the workforce.

Runner Up Winners

Stacy Painter – Aetna Better Health of WV

Kristen Bowles nominated Stacy Painter for the iCARE award for her exceptional commitment to care coordination and her unwavering dedication to putting people first. Stacy supported an infant named Gray, born with neonatal abstinence syndrome, and stepped in when the family faced a shortage of formula and significant financial strain. She personally secured and delivered formula, highchair and other essential items after coordinating with Heartbeat of the Valley, driving hours to ensure the family received what they needed. Her ongoing support has empowered Gray's mother to enroll in online classes to complete her medical coding certification and to help her sister enter treatment using the resources Stacy provided. Stacy's compassion and advocacy embody the true spirit of the iCARE values and make her deeply deserving of this recognition.

Rachel Poling – Highmark Health Options

Lisa Clark nominated Rachel Poling for recognizing a critical communication gap with SUD treatment facilities and launched a persistent, strategic outreach campaign to connect with admissions and Clinical Directors. Rachel clearly articulated the value of Highmark Health Options collaboration, built trust and established lasting relationships that led directors to connect her directly with Case Managers. These communication channels allowed for 17 members to be enrolled in care coordination during a 30-day campaign. Her efforts improved access to care, addressed social determinants of health needs, and ensured smoother transitions from facility to community-based support. Rachel’s proactive “iCARE” approach bridged gaps, enhanced member outcomes, and set a sustainable model for effective coordination and long-term recovery.

Michelle Tracy – The Health Plan

A discharge planner contacted Michelle about a young member with complex medical needs, no consistent caregiver, signs of neglect, and a history of brain surgery and total care dependency. This young lady had a very sad story. Michelle reviewed her records, confirmed she had no recent medical care or medications, and immediately contacted APS and their impatient nurse to ensure she received proper oversight. Despite initial delays APS intervened, a case worker took responsibility as her health care surrogate and kept her in the hospital until suitable facility placement was found. Michelle continued coordinating with the hospital and APS, providing detailed information about her history and needs ensuring proper follow-up and advocacy. The member now receives the comprehensive care and attention she deserves.

Khori Todd – Wellpoint WV

As a Case Manager in the ER Avoidance Program, Khori assisted her member with an autoimmune disorder that required iron and Gammgard IV infusions at a facility over a hour from her home. The process was complicated by an initial pharmacy denial, which Khori resolved by coordinating with Utilization Management to ensure the correct diagnosis codes and documentation were submitted for approval. She established direct communication with the physician and nursing staff at the facility to streamline treatment and secure timely approval. Additionally, Khori arranged ModivCare mileage reimbursement and a Healthy Rewards gas card to ease the financial and logistical burden of travel. Through advocacy and coordination, the member received critical treatments, financial support and peace of mind, highlighting the vital impact of comprehensive case management.

HONORABLE MENTIONS:

Lindsay Brabham – Aetna Better Health of WV

Tripp, a 3-year-old boy with epilepsy and frequent seizures, was referred for care management to help his grandmother obtain essential safety equipment for him at home. His grandmother requested a seizure monitor, an adaptive car seat, and an adaptive stroller due to safety concerns, especially after a Tripp had been hospitalized for a major seizure. The Care Manager worked with Children with Special Health Care Needs which funded the adaptive car seat, and then partnered with CASA, which provided funding for the adaptive stroller. To secure the remaining seizure monitor, the care manager and a community health worker applied for assistance through multiple epilepsy foundations, and one was provided. During a face-to-face visit, Tripp’s grandmother was so excited to have the things she needed to care for Tripp and ensure he’s safe. She stated she feels like she can finally sleep since she has the monitor to alert her if Tripp should have any seizures.

Lorrie Fisher – Highmark Health Options

Lisa Clark nominated Lorrie Fisher for proactively engaging her non-English speaking member with a Creole interpreter. This member was having difficulty locating a PCP and making an appointment for severe stomach pain. Lorrie was able to review provider options over the phone, explained insurance benefits, provided resources and enrolled her in food assistance programs. She personally contacted the chosen PCP office, advocating for the member’s needs, securing culturally sensitive materials, scheduling accommodations, and appointment reminders in Creole. Her persistence and compassionate approach bridged language gaps, improved access to care, and empowered the member to navigate the healthcare system confidently.

Kathy Hyde – The Health Plan

Kathy received a recently discharged member with multiple chronic conditions, no support system, limited mobility, and difficulty managing her medications. Within minutes of speaking with her, Kathy recognized she needed urgent care coordination, and not just education. She immediately arranged medication delivery, confirmed home health referrals, and developed a comprehensive care plan addressing her medical and daily living needs. Over the following week, Kathy monitored her closely, intervening when her symptoms worsened, which ultimately led to hospitalization and stabilization. Today, she has the necessary medical equipment, home support, and education to manage her health, demonstrating the critical impact of Nurse Navigators and preventing readmission and empowering patients.

Annetta Tiller – Wellpoint WV

In February, McDowell County experienced its worst flooding since 1977, destroying homes, taking three lives, and cutting off access to roads, electricity, and resources. The community faced major damage, and many residents could not reach disaster supply hubs like churches and schools. Annetta volunteered with a local church, The Refuge, delivering essential supplies, food boxes, and heaters, while Wellpoint WV supported their efforts with funding and a mobile supply unit. Together, they distributed thousands of meals and supplies to the hardest hit areas, helping families survive in the immediate aftermath. This disaster profoundly impacted the community, and as a Wellpoint WV employee, Annetta continues to support residents through donations, volunteer efforts, and simply listening, showing that the company cares.