Intake innovation leads to lifesaving intervention

Optum Serve manages the William Street Clinic (WSC) as part of the World Trade Center (WTC) Health Program’s Survivor Clinical Center of Excellence contract, supported by federal health agencies.

The clinic, in New York, provides comprehensive care — including monitoring exams, diagnostic testing, behavioral health, case management, pharmacy and cancer screening — to survivors of the WTC attacks of September 11, 2001. For Optum Serve, the process ensures all new members are contacted within three business days of enrollment.

What’s more: In May 2024, WSC expanded to a larger suite and enhanced services to better meet survivor needs. Over 11,000 survivors are enrolled at the WSC as of June 2025, and the clinic has received high satisfaction scores and positive member feedback for professionalism and efficiency. Optum Serve partners with federal agencies to modernize health services and improve member well-being.

During a case management intake call, Laura, case care coordinator, spoke with an elderly member who had recently returned home after surgery. Although the member was prescribed twice-daily nursing visits, they had not received any care in the three days since discharge.

Recognizing the risk, Laura promptly alerted her leadership team members, who assigned RN case manager, Madalyn. Madalyn immediately contacted the member, which led to a welfare check after he revealed that he was unable to manage his post-surgical care and was struggling to access food.

Thanks to the new Optum Serve intake process, the team quickly identified the gap and escalated it for resolution. The home care agency had previously discharged the member, and the hospital was unaware — leading to a lapse in services. The Optum Serve outreach ensured the issue was caught early and the member's needs were addressed.

The following day, Madalyn followed up and was able to identify family members who could be integrated into the member’s care plan. She continues to check in with the member and his family to ensure they have access to the necessary resources to support his recovery.

Why it matters: Without this new intake process, this gap in care might not have been identified until the member scheduled a clinic appointment — potentially putting his health at risk, a powerful reminder of how the team consistently goes above and beyond to make a difference in the lives of those we serve.

Building on our commitment to service, the Optum Serve team at the WSC works every day to support WTC survivors with comprehensive, member-centered care. The WTC Health Program is administered by the National Institute for Occupational Safety and Health (NIOSH), part of the Centers for Disease Control and Prevention.