Every year during Nurses Week (May 6–12), we take a moment to celebrate the incredible people who are at the heart of everything we do at MediGuide. Our nurses are not just healthcare professionals, they are advocates, listeners, and guides for members navigating some of the most difficult moments of their lives.
This year, we're proud to feature new voices on our team, including a Spanish-speaking nurse whose addition reflects our deep commitment to language-inclusive, culturally sensitive care. We sat down with our Director of Clinical Operations and several nurses to hear their stories in their own words.
Q: When someone thinks of a "Medical Second Opinion," they often picture a specialist reviewing a scan or a report. But your role is something very different. Can you walk us through what you actually do, and why it matters that a nurse, specifically, is the one doing it?
Kristyn: The nurse's role at MediGuide is very unique. As nurses we review a members' health history and medical records to understand the disease or condition that the member is seeking an MSO for and then we have the opportunity to talk directly with the member and sometimes their family members. During this call, the MediGuide nurse reviews the entire process so that the member is aware of timelines and what is needed for a comprehensive report and then we listen. We allow the members to share their story to understand why they sought care for a particular symptom or how a cancer was found incidentally on a scan. We have calls where we listen to members cry and talk through their fears about their diagnosis, we have parents who are angry about a diagnosis their child received, and we have call that end with “thank you for listening to me.” When I talk with nurses who are still at the bedside, they will often ask if I feel like I have lost my nursing skills and the answer is no. My assessment skills have improved I have to listen not just to a members words but to their breathing so I can inquire further about symptoms they may have forgotten to mention, my responses and tone need to be received in an empathetic way, and my written documentation need to be complete and detailed because the doctor reviewing a members case does not have the member in the room.
Having nurses in this role offers a level of comfort to the members and we are a pivotal part of the MSO process in ensuring the members receive a comprehensive report in a timely manner.
Marta: At MediGuide, our role goes far beyond reviewing reports; we serve as the human bridge between complex medical data and the person living behind the diagnosis. While a specialist looks at a scan, we look at the whole member—listening for subtle cues in their voice and tone that a document might miss. This specialized remote assessment requires sharp clinical skills combined with deep empathy to translate a member’s personal story into a detailed narrative for the reviewing physician. By doing this, we ensure that even though the doctor and patient are miles apart, the care remains focused on the individual’s unique physical and emotional reality.
Heather: The role of the nurse at MediGuide is essential as it offers a comprehensive lens that serves as not only the liaison between the WLMC and the member but also allows for the member to feel comfortable in knowing that their story is being heard and understood. Not only do we ensure that all medical records are reviewed and organized in a clear, concise manner, we recognize the challenges the member faces and can address their concerns from the beginning. We bring to light the person behind the diagnosis.
Q: A member reaching out to MediGuide has often just received news that changed everything. What is that first conversation like, and what does it require of you, beyond clinical knowledge?
Kristyn: During the first phone call we review the members' health history through their diagnosis. We ask questions about their treatment plan, and we build a nurse member relationship. For many members they are spending much of their time in hospitals and doctors' offices and information is being shared quickly, and the member rarely has the time to digest what is being said. During our initial call, the nurses are there to listen and document and for many members this is the first time they have had the opportunity to talk through their diagnosis and the fears they may have. Active listening is a skill that MediGuide nurse must have, and in many cases at the end of our calls the members will thank us for allowing them to talk.
Marta: The initial conversation is often the first time a member can finally breathe and process the life-changing news they’ve received. Beyond our clinical knowledge, this moment requires us to be steady, compassionate anchors who prioritize active listening over simply gathering data. Because members are frequently overwhelmed by how quickly information is shared in a hospital setting, we provide a calm, safe space for them to talk through their diagnosis and fears. By building this nurse-member relationship from day one, we help them move from a place of shock to a place of feeling truly heard and supported.
Heather: The first call is usually the hardest as it may be the first time the member is feeling like they are being heard. It is a time for not only exchanging information: the member providing information on their health history and the nurse providing an explanation on the MSO process, but it is also a time for healing and acknowledgement of the member’s fears and uncertainties. This is the time for the nurse to provide clarity, reassurance, and compassion. It is an opportunity to help the member understand complex medical information, answer questions, and guide them through the next steps with confidence. Through active listening and empathy, the goal is to help reduce the member’s anxiety, build trust and help them to feel empowered as they navigate through their journey.
Q: You're coordinating between members, their local doctors, and world-class specialists, often across languages, time zones, and healthcare systems. What gets lost in that process without a nurse in the middle, and what do you do to make sure nothing does
Kristyn: Working with clients internationally has its challenges we need to obtain medical records including imaging and pathology and then have all the records translated. The coordination of the calls and management of the inbound record is a smooth process with nurses managing the cases. Nurses have the skills to review the medical records and determine if additional testing was completed, outreach through our partners in the local or with the member to obtain the most recent records. The nurses also manage the case once all records have been sent to the physician for review. Once the report is returned the nurse must review the report and communicate with the physician or hospital if inconsistences are found in the report. We utilize the MediGuide case management and imaging portals, and we ensure that all PHI is secure and all communication is HIPAA and GDPR compliant.
Marta: Coordinating a global second medical opinion involves navigating different languages, time zones, and fragmented record systems, and a nurse is essential to ensure that nothing is lost in translation. We act as clinical oversight experts who review incoming records to identify missing tests and ensure every detail is accurate before it reaches a world-class specialist. Our training allows us to spot inconsistencies in reports and advocate for clarity, ensuring that no medical detail is overlooked in the logistical shuffle. By managing this complex workflow with a clinical eye, we maintain the highest standards of safety and quality for every member, regardless of where they are in the world.
Heather: Coordinating a remote medical second opinion across time zones, different languages, medical systems is challenging and requires the expertise of a sharp eye and warm heart. Being able to recognize inconsistencies in medical records or identify missing records that are essential to the case is truly the work of the nurse. While navigating through these challenges, the expertise of the nurse is to ensure that there is clear communication with the member as well as the world leading medical center. At the heart of this is making sure to lead with empathy and kindness while maintaining the highest level of quality and safety.
Q: A specialist sees the case. A physician signs off on the opinion. But the member experiences this entire journey through you. What does it take to make something that is, technically, a remote medical process feels genuinely personal?
Kristyn: Members who receive a MediGuide medical second opinion have a dedicated nurse case manager. The member talks to the same nurse each time which allows the member and the nurse to build a relationship. Talking about your personal health history is difficult and for many of our members we are communicating with them through an interpreter, so it is essential to start the journey building a repour with the member. Our nurses communicate with members through our MediGuide portal, by phone, or video conference. We want our members to feel comfortable and by doing this the nurse is able to build a level of trust and comfort with the member.
Marta: To make a remote process feel genuinely personal, we provide each member with a dedicated nurse case manager who walks alongside them throughout their entire journey. Talking about one’s health is deeply personal, so having the same familiar voice on the line builds a foundation of trust and rapport that a rotating team simply couldn’t achieve. We meet our members where they are—whether by phone, video, or portal—to ensure they feel comfortable sharing their history. This continuity ensures that every member feels like a person with a unique story, rather than just a case number in a database.
Heather: For me as a nurse case manager, it starts with the first moment I meet the member on the phone. Leading the conversation with a steady hand and a kind heart, listening to their concerns, values and goals, what is it that they hope to gain through the medical second opinion. Following up with the member throughout ensuring that they are being supported, heard and cared for even from a distance.
Q: You've built and led a nursing team that operates across borders, time zones, and languages. What does it take to build that kind of team, and what do you look for in a nurse that you simply can't train into someone? (For Director of Clinical Operations)
Kristyn: The MediGuide nurses are simply amazing. The nurses have come from all different nursing backgrounds and each nurse beings a unique perspective on healthcare and the want to help individuals become their own best advocates. We can train nurses to use a case management system, upload cases to a hospital portal, and to review medical records. What makes this team thrive is that no one works alone we are a team and we arrive each morning ready to work on our cases and see who needs help.
What I look for in a nurse to join our team is someone willing to think outside the box working with international patients and hospitals can be challenging due to the time zones and language barriers. Our nurses are willing to make calls at 5am because its 2pm local time they are willing to cover calls on a weekend because that's the only time a member is free. For our team to be successful we rely on our nurse's flexibility and deep understanding for the members availability.
Q: You hold a lot. Members trust you with fear, uncertainty, hope, often all in the same call. How do you stay whole in that role, and what would you want members to know about what their trust means to you?
Kristyn: Having the opportunity to work with so many members and families is truly an honor. I have had many cases over the last 9.5yrs that have stuck with me some because of the funny story a wife told of her husband's recovery from knee surgery and others because of the time parents spent talking about their child and who she was before cancer and the amazing little girl who was fighting not just for her life but to raise awareness for pediatric cancer. I laughed with the members, and I completed a call and cried. Each case holds a special place, and I often will think about members from years ago and I hope that they know that the trust they placed in me as their nurse and MediGuide to provide support and guidance for their situation hasn’t been forgotten
Marta: Carrying the trust of our members is a profound honor that stays with us long after a case is closed. We share in the laughter of a successful recovery and the tears of a difficult diagnosis, holding each family’s story with the utmost respect. To our nursing team, members are never just files; they are people whose courage and resilience inspire us every day. We want every member to know that their trust is the most valuable gift they can give us, and it drives our commitment to providing steady guidance and hope through their most challenging moments.
Heather: It is truly an honor to have the opportunity to work with so many members. Knowing that even just one supportive conversation can bring comfort and direction to them as they navigate through their healthcare journey helps me stay whole and fulfilled. Leading with empathy and compassion, staying present, listening and guiding a member through their difficult times reminds me of the importance of human touch and connection. A member’s trust is not taken lightly, and I hold that with the utmost respect. Trust is the key to having an honest, open conversation in times of fear and uncertainty and often at a member’s most vulnerable time in their lives. The impact of the member’ s journey stays with me long after their medical second opinion has been completed.
To every nurse on our team: you are not a step in our process, you are the process, for the member who experiences it. When a family is waiting on a second opinion that could change a treatment plan, a prognosis, or a life, it's your voice they hear, your follow-up they rely on, and your steadiness that makes the difference between fear and clarity. That is not a small thing. That is everything. Happy Nurses Week!
