Spotlight on the EQN Team: Closing Gaps in Accessing Care

At Health Services of North Texas (HSNT), the Equity Quality Navigation (EQN) Team is making an impact on patient care in our community. Whether it’s helping uninsured patients enroll in Medicaid, coordinating screenings, or facilitating seamless transitions after hospital visits, the EQNs are an unseen force bridging the gaps in healthcare.

“We’re here to serve. Our schedules revolve around our patients, making sure they feel supported every step of the way,” shared one EQN team member.

In 2024, the EQN Team:   

• Managed 258 Transition of Care Notices – Ensuring smooth follow-ups for hospital discharges and ER visits, particularly for high-risk patients.   
• Facilitated 463 Mobile Mammograms – Surpassing national screening rates and providing free screenings to uninsured patients.   
• Contacted 600+ patients for colorectal screenings – Leading to 82 completed tests and 13 early detections that may have saved lives.   
• Scheduled 1,266 appointments – Connecting patients with preventive care, chronic disease management, and screenings.   
• Assisted 53 patients with Medicaid & Medicare enrollments – Ensuring access to care while improving retention and revenue for HSNT.

Making a Personal Connection

For many patients, navigating healthcare is overwhelming. The EQNs make it personal, taking extra steps so that no one falls through the cracks.

One team member recalled a grandmother struggling to enroll her granddaughter in Medicaid. “That same day, her granddaughter was approved. Later, she came in with her newborn grandson and said, ‘I wanted you to be the first person to see him.’”

For uninsured patients, preventive screenings can feel out of reach. “A lot of our self-pay patients assume mammograms are expensive. When we tell them it’s no cost, you can hear the relief in their voices,” one EQN shared. Their proactive outreach facilitates early detection and better health outcomes.

Breaking Barriers and Building Trust

The EQN team also plays a vital role in helping patients navigate Medicaid applications, a daunting process for many.

“Some people try to submit on their own, but when they get a request for more information, they just give up. We follow up and say, ‘Hey, you’re missing this. Let’s fix it together,’” an EQN explained. By walking patients through the system, the team helps families so that they don’t lose access to the care they need.

One team member shared, “I had a mom hesitant to come in for her kids' Medicaid application because of her work schedule. I told her, ‘I’ll stay late if you need me to.’ She trusted me, and in the end, her whole family got covered.”

A Team That Cares

Each member of the EQN team brings a welcoming energy and deep personal investment in their work.

Though relatively new, they have done a lot of work in closing care gaps. As one EQN put it, “I never thought I’d be doing this, but now I feel like I’m exactly where I need to be.”