Centene's Nurse Advice Line: 24/7 Nurse‑Led Support
05/06/2026
During National Nurses Week, we’re recognizing the nurses who make the difference on the frontlines with our members every day. Those working in our Nurse Advice Line program are a great example of this. They provide trusted guidance when members need help making care decisions.
When provider offices are closed or symptoms worsen unexpectedly, it can be hard to know where to turn. Questions about urgency, access, or cost can make choosing the right next step feel overwhelming and sometimes lead people to seek emergency care when another option may be more appropriate. Centene’s Nurse Advice Line (NAL) offers members 24/7 nurse‑led guidance to talk through symptoms, understand care options, and make informed decisions with confidence.
“As senior telehealth nurses, we often help members through truly critical moments, including heart attacks, strokes, seizures, and severe flare‑ups of chronic conditions like asthma or COPD,” said Debra Cavazos, BSN, RN‑BC, Senior Telehealth Registered Nurse, NAL. “Getting members to prompt care and intervention can significantly improve outcomes. In many cases, it has saved lives.”
How Nurse‑Led Support Helps Members
Navigate Care
When members call the Nurse Advice Line, they’re connected with a registered nurse. The nurse listens to what’s going on, asks follow‑up questions, and helps the member understand what level of care makes sense next, whether that involves:
- Managing symptoms safely at home
- Connecting with virtual or telehealth care
- Scheduling an appointment with a provider
- Going to urgent care or the emergency room when needed
Rather than leaving members to navigate those decisions alone, the NAL offers reassurance and clear guidance throughout the conversation.
That guidance can help many people avoid unnecessary trips to the emergency room. In 2025, 70% of callers who initially considered going to the emergency room instead followed a nurse’s recommendation for a more appropriate, and often less costly, level of care.
“Sometimes the best thing we can do is just listen to calm fears and anxiety before helping with resources.” said Constance Wagner, MHA, BSN, RN-BC, Telehealth Nurse, NAL.
Delivering Results at Scale, One Conversation at a Time
The impact of Centene's Nurse Advice Line goes beyond individual conversations. The NAL shows how timely access to nurse guidance can improve experiences while helping members avoid unnecessary emergency room visits. According to Centene's internal operations data, the 70% of NAL callers diverted away from the ER in 2025 resulted in an estimated ER cost avoidance of $11.7 million.
But behind every data point is a moment where a nurse helped someone move from uncertainty to understanding.
“I’ve been with Centene for nearly 14 years, and I continue to be inspired by the nurses who support members through challenging moments,” Cavazos said. “Together, we make a difference by touching lives one member at a time.”
Wagner added, “As nurses, we often go into nursing wanting to help others and be able to teach them how to use the system correctly. The NAL has allowed me to do both.”