The Power of a Pod: The Science Behind Teamwork in Healthcare Navigation  

Healthcare can be confusing, frustrating and deeply personal. That’s why Quantum Health built a model designed around people, not processes.  

We call them pods. 

Each pod is a small, specialized unit of Care Coordinators, nurses, benefits experts and behavioral health professionals who work together to guide members through their healthcare journey. It’s a team inspired by science — designed the same way elite units are built to perform at their best, with clear roles, shared goals and the agility to respond quickly when things get complicated. 

Every pod works with a select number of clients and their health plan members, so the pod understands their benefits plan inside and out.  

“What I love most about our pod model is seeing the difference it makes — not just for members, but for the people supporting them,” says Program Manager Carly Helton. “We’re delivering on the value and results we promise to our clients and members, and that’s something I’m really proud of.” 

A team built to have your back 

When someone calls Quantum Health, they’re not reaching a call center — they’re connecting with a pod that already knows them. Each member of that pod brings a different skill set to the table, so no matter what a person is facing, there’s always someone ready to help. 

“In the pods, support is never hard to find — there’s always built-in backup,” says Christa Whightsel, who’s been a Care Coordinator for over seven years. “It’s not just a team — it’s a safety net. Every person in the pod has knowledge and experience and can step in to help support our members.” 

That sense of shared purpose is what defines every pod. It’s a group of compassionate experts united by one mission: making sure no one faces healthcare alone. 

The heart of a Healthcare Warrior 

Whightsel says the “Healthcare Warrior Creed” is a driving factor behind how everyone shows up for their role in a pod, day after day.  

I am your Healthcare Warrior.  
I will take you by the hand.  
I will walk with you through every step of this journey, no matter where it leads.  
I will protect you and fight for you.  
I will be your friend.  
You are not alone.  

“It’s something that I really carry, not only in my personal life, but in my professional life,” Whightsel adds. “Because everybody deserves to have somebody step up and be there. And that’s what I want to do for my members every single day.” 

Pods make that promise possible. Together, they form a constant network of support — anticipating needs, answering questions and celebrating progress along the way. 

Powered by technology, guided by empathy 

Quantum Health’s innovative technology helps pods stay connected and proactive. Real-time data and early claims insights alert the team when a member may need support — sometimes before they even know it themselves. Whether it’s identifying a new diagnosis, noticing a gap in medication or helping schedule follow-up care, the pod can step in early to guide the member through what comes next. 

By reaching out at the first sign of need, pods ease confusion, reduce unnecessary costs and help members feel confident navigating their care with a trusted team by their side. 

“We’re leveraging AI to declutter the system and create a clear pathway for our members,” Helton says. “But the person on the other end of the phone, that’s the biggest thing that will always remain the same.” 

Because at the end of the day, it’s still about people helping other people.  

Why it matters 

Quantum Health’s pods are built around one simple truth: healthcare works better when you don’t have to face it alone. The best care model combines human empathy with intelligent technology — giving every member the guidance, clarity and compassion they need to move forward with confidence. 

For the millions of members Quantum Health supports each year, it’s proof that human connection is still the most powerful tool in healthcare. 

“We genuinely want to be the people who make the world a better place,” Whightsel says. “That kind of commitment is very rare, but I really think that’s what makes our pods here at Quantum Health all the more powerful.”