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Like most of us, I’ve had to make one of those dreaded “I have a question about my bill ...” calls to an insurance company more times than I’d like to count — and even though I’m a nurse, it never seems to get easier. In this instance, practice has certainly not made perfect. I’m sure the phone reps are trying to be clear with their answers, but they use that dreaded “healthcare insurance-speak,” and it seems as if they include in their explanations just about every word in their training glossary at an rpm speed different from the one in my brain.

But when I hang up and get over my frustration with the call and myself, I always think about what it must be like for an elderly person to have to make one of those calls. Happily, seniors do not make up a big percentage of our nation’s uninsured; the majority of them have medical coverage, and, therefore, the majority of them need to be able to keep up with policies, language, terms, and renewals, premium payments, and, worst of all, the handling of the many bills they receive.

Many of them live alone, might have failing eyesight and/or hearing, and are often without anyone to help clarify something on a bill. There’s paperwork to gather, phone numbers and extensions to find, automated voice menus to listen and respond to, questions to be asked clearly, and answers to be understood and addressed. Imagine just wanting to know what a bill is for, how much you owe, or when the payment is due, and hearing words such as co-pay and co-insurance; prevailing or customary and usual charges; pre-authorization and referral; annual out-of-pocket expenses and deductible; or provider, insured, member, or participant; and allowable, minimum and maximum. Then imagine them being asked to refer to the bill or invoice to find a tiny policy number, invoice number, group number, participant’s ID number, or account number.

I always think it would be wonderful charitable work to be able to help them, but since we all can’t be in their houses to do so, maybe we can instead advocate on their behalf in getting insurance companies to “simply simplify” things. If the alphabet-soup glossary of terms that’s used is too much for me, I can only imagine what it must be like for someone older than myself, someone totally removed from healthcare, perhaps not feeling well, and navigating the system without the background and knowledge I have. On each call we make, we can mention our seniors; on each satisfaction survey, we can make a comment. Every little bit might help.

We all know there’s a big move right now to reform our healthcare insurance system, which is great — let’s hope we do. And let’s also hope reform includes healthcare insurance language. I’m sure you agree that when it’s something as important to people as paying their bills, getting an answer or clarification on one should not be a test of their memory, tenacity, or patience — particularly when it comes to the eldest and most vulnerable among us.

In the meantime, let’s start to “simply simplify” things for even one senior we know. Let’s make it a point to reach out to him or her — be it a grandparent, friend’s mom, a retired neighbor — and see if we can lend a helping hand in reading a bill, making a call, interpreting instructions, filling out a form, or getting them an answer. They’ll feel good, and we’ll feel great! One at a time will do for now. It’s a start.

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Eileen Williamson, RN, MSN, Vice President, Nursing Communications & Initiatives. To comment, e-mail ewilliamson@gannetthg.com.