Cigna's Approach to Gender-Affirming Care

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<ul class="wd_layout-inline wd_category_link_list"><li class="wd_category_link"><a href="https://newsroom.cigna.com/improving-healthcare">Healthcare Expertise</a></li><li class="wd_category_link"><a href="https://newsroom.cigna.com/diversity-equity-inclusion">Diversity, Equity, Inclusion</a></li><li class="wd_category_link"><a href="https://newsroom.cigna.com/environmental-social-corporate-governance">Environmental, Social & Corporate Governance</a></li><li class="wd_category_link"><a href="https://newsroom.cigna.com/building-healthier-communities">Healthier Communities</a></li><li class="wd_category_link"><a href="https://newsroom.cigna.com/teamcigna">Our Company</a></li><li class="wd_category_link"><a href="https://newsroom.cigna.com/people-culture">People & Culture </a></li><li class="wd_category_link"><a href="https://newsroom.cigna.com/whole-person-health">Whole Person Health</a></li></ul> </div> <div class="wd_author_container"><p> By <span class="author_name">Adja Ndoye</span> </p></div> <div class="wd_summary_container"><p>The gender-affirmation process can be a long, complex, and emotional roller coaster. Learn about Cigna's My Personal Champion team, which works to make gender-affirming care as simple and easy as possible.</p></div> <div class="wd_toolbar wd_toolbar-detail"><ul class="wd_tools"><li class="wd_tool wd_tool-socialshare_linkedin"><span class="wd_tool_icon"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fnewsroom.cigna.com%2Findex.php%3Fs%3D34141%26item%3D475" target="_blank" title="Linkedin Share" style="background-color:#0077B5;"> <span class="fa fa-linkedin"></span> <span class="wd_sr-only wd_sr-only-focusable">LinkedIn Share</span> </a> </span></li><li class="wd_tool wd_tool-socialshare_twitter"><span class="wd_tool_icon"> <a href="https://twitter.com/share?url=https%3A%2F%2Fnewsroom.cigna.com%2Findex.php%3Fs%3D34141%26item%3D475" target="_blank" title="Twitter Share" style="background-color:#000;"> <span class="fa fa-twitter"></span> <span class="wd_sr-only wd_sr-only-focusable">Twitter Share</span> </a> </span></li><li class="wd_tool wd_tool-socialshare_facebook"><span class="wd_tool_icon"> <a href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fnewsroom.cigna.com%2Findex.php%3Fs%3D34141%26item%3D475" target="_blank" title="Facebook Share" style="background-color:#4267B2;"> <span class="fa fa-facebook"></span> <span class="wd_sr-only wd_sr-only-focusable">Facebook Share</span> </a> </span></li><li class="wd_tool wd_tool-email"><span class="wd_tool_icon"><a onclick="window.location.href = 'mailto:?subject=Cigna%27s%20Approach%20to%20Gender-Affirming%20Care%20&body='+encodeURIComponent(window.location.href);return false;" href="#email" title="Email link"><span class="fa fa-envelope"></span><span class="wd_sr-only wd_sr-only-focusable">Email link</span></a></span></li><li class="wd_tool wd_tool-print"><span class="wd_tool_icon"><a onclick="view_printable(); return false;" rel="nofollow" href="#print" title="Print page"><span class="fa fa-print"></span><span class="wd_sr-only wd_sr-only-focusable">Print page</span></a></span></li></ul></div> <div class="wd_captioned_image" style="float: left; margin: 10px 10px 10px 0px; width: 1050px;"> <div class="wd_image"><img src="/image/1050x591-generic-lgbtq.jpg" border="0"/></div> </div> <div class="wd_body"><p>The gender-affirmation process can be a long, complex, and emotional roller coaster. A <a href="https://www.nbcnews.com/nbc-out/out-health-and-wellness/nearly-half-trans-people-mistreated-medical-providers-report-finds-rcna1695">survey of people who identify as transgender</a> found nearly half — and 68% of transgender people of color – have faced discrimination when getting care, causing many to skip routine care as a result.</p> <p>Enter Cigna's My Personal Champion team, which works with Cigna Health Plan customers (including our employees) to make gender-affirming care as simple and easy as possible. The team works to ensure people can avoid obstacles while they get the services they need.</p> <p>Those services can include hormone therapy, speech therapy, mental health care, and surgeries. The team also helps customers find community support groups and provides support for social transitioning.</p> <h2>Connecting Customers With Care, Person to Person</h2> <p>Members of the My Personal Champion team often begin a conversation by asking the customer’s preferred name and pronouns.</p> <p>“That’s really impactful for customers,” said Brittany Thomas, customer service analyst and a member of Cigna’s My Personal Champion team. Records may still reflect their birth name, which the customer may no longer use.</p> <p>The team also knows how to find the right providers for each customer, despite a shortage of providers that specialize in this kind of care. <a href="https://blogs.scientificamerican.com/guest-blog/a-history-of-transgender-health-care/">Historically</a>, medical schools have not taught gender affirmation; as a result, the transgender community has <a href="https://www.cigna.com/static/www-cigna-com/docs/health-care-providers/lgbt-health-disparities.pdf">experienced significant inequities [PDF]</a> in access to care and outcomes.</p> <p>The My Personal Champion team works to build connections with care teams and providers who work with people who are transgender. The Cigna team also proactively intervenes and monitors claim activity to prevent obstacles and move things along from an authorization standpoint. One goal is to prevent frustration, keeping in mind the customer may be going through a tough time emotionally.</p> <p>“I know one of the challenges people face in the doctor’s office is being called the wrong gender pronoun,” Thomas said. “That affects them negatively and can impact the relationship. Finding doctors that specialize in gender-affirming care is important.”</p> <h2>Success on a Deadline</h2> <p>Late in 2021, Thomas connected with Addie (whose name has been changed to protect her privacy), a customer seeking facial feminization services. After finding an in-network provider for Addie’s first procedure, Thomas tracked down approvals for two more procedures. Only then did she learn that Addie’s employer would be changing health insurers on January 1. That meant Addie needed to complete her treatments by December 31. If not, she would have to begin the process all over again with new authorizations, new providers, and her new insurance company.</p> <p>“We worked to get the authorization pushed forward so that she could have the services done in the 2021 plan year,” Thomas said. “We were successful in doing that.”</p> <p>Addie calls Thomas the “perfect embodiment” of the My Personal Champion program. “I truly felt she was in my corner 100% of the way, and I would not have been able to navigate the difficulties of trans-affirming health care without her,” Addie said.</p> <div class="wd_promo-block"> <p><img alt="" loading="eager" src="https://newsroom.cigna.com/image/150x225-subscribe.png" /></p> <div class="wd_promo-text"> <h3>Get News, Insights, and Inspiration Right to Your Inbox</h3> <p>Subscribe to our monthly newsletter today.</p> <p class="wd_promo_button"><a href="https://newsroom.cigna.com/newsletter-subscribe" rel="noopener" target="_blank">Subscribe</a></p> </div> </div> </div> </div> </div> </div> </div> </div>     <section class="wd_social wd_sec"> <div class="container"> <div class="row"> <div class="col"> <div data-ct-component="footer-social-profile-links" class="social-media-group"> <h2 data-ct-header="true">Stay up to date with Cigna Healthcare</h2> <div class="d-inline-flex align-items-center"> <a target="_blank" aria-label="linkedin" class="social-media-link" href="https://www.linkedin.com/company/cigna" rel="noopener noreferrer"> <div class="icn social-media-icn white-icn bg-brand-linkedin"> <svg> <use xlink:href="./wd_client_files/component-sprite.svg#linkedin"></use> </svg> </div> </a> <a target="_blank" aria-label="facebook" class="social-media-link" href="https://www.facebook.com/CIGNA/" rel="noopener noreferrer"> <div class="icn social-media-icn white-icn bg-brand-facebook"> <svg> <use xlink:href="./wd_client_files/component-sprite.svg#facebook"></use> </svg> </div> </a> <a target="_blank" aria-label="instagram" class="social-media-link" href="https://www.instagram.com/cignahealthcare/" rel="noopener noreferrer"> <img src="images/instagram.png" alt="Instagram Logo" width=33 /> </a> <a target="_blank" aria-label="youtube" class="social-media-link" href="https://www.youtube.com/cigna" rel="noopener noreferrer"> <div class="icn social-media-icn white-icn bg-brand-youtube"> <svg> <use xlink:href="./wd_client_files/component-sprite.svg#youtube-play"></use> </svg> </div> </a> <a target="_blank" aria-label="x logo" class="social-media-link" href="https://twitter.com/cigna" rel="noopener noreferrer"> <img src="images/x-roundedcorners.png" alt="X Logo" width=33 /> </a> </div> </div> </div> </div> </div> </section>  <section class="wd_bottom_fb wd_sec"> <div class="container"> <div class="row"> <div class="col"> <div class="wd_featureboxes_bottom wd_featureboxes-vertical"> <div id="wd_featurebox-standard_3516" class="wd_featurebox_container wd_featurebox-standard"><div class="wd_featurebox_title">Bottom FB - 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Cigna's Approach to Gender-Affirming Care