Frequently Asked Questions

Hera (hellohera.com) is a care management company that matches families with dedicated Heroes — senior care experts who coordinate everything for your aging parent. 90% of our clients pay $0 out-of-pocket because our services are covered by Original Medicare.

If you've ever spent hours on hold with insurance, struggled to coordinate your parent's doctors, or felt overwhelmed figuring out what Medicare and Medicaid cover — that's exactly what your Hero handles for you.

This is sometimes called 'care management', but really we're just the expert who knows the system and does the work so you don't have to.

Our Heroes — dedicated senior care experts — are experienced social workers and nurses. They have expertise in hospital social work, palliative care, home health, discharge planning, and hospice. They can handle:

Guiding You Through Big Moments

• Making a plan after a new diagnosis like dementia, Parkinson's, or cancer

• Helping your parent get set up safely at home after a hospital or skilled nursing facility discharge

• Coordinating care before and after procedures

Coordinating & Advocating Across Providers

• Handling paperwork, booking appointments, and coordinating across doctor's offices and insurance

• Advocating for more covered home care hours or helping with Medicaid applications

• Managing insurance appeals and helping navigate long-term care insurance

Finding Insurance-Covered Services & Supplies

• Connecting you with vetted primary care physicians, specialists, home care agencies, and transportation services

• Arranging in-home services like occupational therapy, physical therapy, and podiatry

• Identifying and arranging safety equipment and assistive devices to keep your parent safe at home

Maximizing Insurance & Community Benefits

• Helping your parent access Medicare and Medicaid benefits they qualify for

• Identifying community resources like Meals on Wheels, SCRIE, Access-A-Ride, and HEAP

• Connecting your parent with local social groups and activities to reduce isolation

No. Hera is a healthcare technology company, not related to Greek mythology.

We're a Medicare-covered care management company that helps families coordinate care for aging parents in New York. The name was inspired by themes of family care and protection, but we're a modern healthcare business focused on helping families navigate eldercare.

For care management services, visit hellohera.com or call 332-203-2533.

Your parent qualifies for Hera if they meet three criteria:

1. They have Original Medicare (not Medicare Advantage)

2. They live in New York State

3. They have a chronic condition (like diabetes, heart disease, COPD, dementia, or others)

Not sure if your parent fits? Schedule a complimentary consultation and we'll verify their eligibility at no cost and no commitment. Even if your parent doesn't qualify, we are happy to point you toward other resources that might help.

Call us at 332-203-2533 or fill out our contact form to get started.

90% of Hera clients pay $0 out of pocket.

Our care management services are covered by Original Medicare as part of a program called Chronic Care Management (CCM).

If your parent also has Medicaid or a supplemental plan like AARP/UnitedHealthcare Medigap, that typically covers the standard Part B coinsurance.

During your complimentary consultation, we verify your parent's Medicare coverage and let you know exactly what to expect. There are no hidden fees, no contracts, and no surprise costs.

If your parent has Medicare Advantage (instead of Original Medicare), we unfortunately cannot provide services at this time, but we're working to accept MA plans soon.

This is a common question and the distinction can be confusing.

Original Medicare, sometimes called "Traditional Medicare", is administered directly by the U.S. government and
consists of:

• Part A: Hospital insurance

• Part B: Medical insurance

If your parent has a red, white, and blue Medicare card from the government, they have Original Medicare, and likely qualify for Hera.

Medicare Advantage (Part C) is offered by private insurance companies like UnitedHealthcare, Humana, Aetna, or Blue Cross. These plans bundle Parts A, B, and usually prescription drug coverage.

It's worth noting that many people with Original Medicare also have supplemental "Medigap" plans from private insurers like UnitedHealthcare or Aetna. This is different from Medicare Advantage.

Currently, Hera's services are covered by Original Medicare only. Not sure which type of Medicare your parent has? We can help verify during a complimentary consultation.

Yes! Hera serves all of New York state, including all five NYC boroughs:

• Manhattan

• Brooklyn

• Queens

• The Bronx

• Staten Island

Our NYC-based Heroes are familiar with local hospital systems (like Weill Cornell, NYU Langone, Mount Sinai), community resources, and NYC-specific programs like SCRIE, SNAP, and HEAP.

Beyond NYC, we serve families throughout New York State, from Westchester to Long Island to the Hudson Valley. If your parent lives anywhere in New York, we can help.

Medicare classifies many different conditions as chronic. Common qualifying conditions include:

• Diabetes

• Heart disease or heart failure

• COPD or chronic lung disease

• Alzheimer's or dementia

• Arthritis

• Chronic kidney disease

• Depression

• High blood pressure (hypertension)

• Osteoporosis

• Cancer (current or in remission)

• Stroke

• High cholesterol

If your parent has one or more of these conditions, or others not listed, they likely qualify. Not sure? We can confirm eligibility during a free consultation.

Your parent qualifies if they have two or more chronic conditions expected to last 12 months or more.

Common qualifying conditions include diabetes, heart disease, COPD, hypertension, dementia or Alzheimer's, arthritis, depression, and chronic kidney disease. Your parent must also have Original Medicare (not Medicare Advantage). Hera verifies eligibility during a free consultation — no paperwork required from you.

Medicare Part B covers chronic care management services. 90% of Hera clients pay $0 out of pocket.

If your parent has Medicaid or a Medigap supplement plan, the standard 20% coinsurance is typically covered — meaning no cost to you. Hera verifies your parent's coverage during the complimentary consultation. There are no hidden fees or contracts.

Medicaid doesn't directly pay for CCM, but it covers the coinsurance.

Medicare Part B is the primary payer for chronic care management. For patients who are dual-eligible (both Medicare and Medicaid), Medicaid covers the 20% coinsurance — which is why most Hera clients pay $0. Your Hero can also help with Medicaid applications if your parent isn't enrolled yet.

Private geriatric care managers typically charge $150–$300 per hour, with initial assessments running $500–$1,500+.

Monthly retainers of $500–$2,000+ are common. Most of this is out of pocket — private geriatric care management is rarely covered by insurance. Through Hera, you get the same coordination from licensed geriatric social workers and nurses, covered by Medicare. 90% of our clients pay $0.

Not directly — but Medicare does cover care management through the Chronic Care Management (CCM) program, which provides the same services.

Traditional private geriatric care managers charge $150–$300/hour out of pocket. Through CCM, Medicare covers a dedicated care manager for patients with 2+ chronic conditions. Hera provides this service — 90% of clients pay $0.

Medicare Secondary Payer (MSP) means Medicare pays second when your parent has another form of insurance that should pay first.

This happens when a senior has employer-sponsored coverage, workers' compensation, or certain other insurance. Medicare coordinates with the primary payer to cover remaining costs. It can be confusing — your Hera Hero handles all insurance coordination so you don't have to figure out which plan pays for what.

Original Medicare generally does not cover routine transportation, but Medicaid does in most states.

Medicaid covers non-emergency medical transportation (NEMT) to doctor appointments, dialysis, and other healthcare visits. In New York, Access-a-Ride and Medicaid transportation services are available. Your Hera Hero can arrange transportation through these programs and help your parent access rides they're entitled to.

Medicare is federal health insurance based on age (65+) or disability. Medicaid is state-run insurance based on income and assets.

Many seniors qualify for both — this is called dual eligibility, and it's the most powerful combination. Medicare covers doctors and hospitals. Medicaid fills the gaps: long-term home care, personal care aides, transportation, and some medications. Your Hera Hero can determine what your parent qualifies for and handle enrollment.

Yes — and if they do, they may pay $0 for almost all of their healthcare.

This is called dual eligibility. Medicare covers medical care and Medicaid covers the cost-sharing (premiums, copays, deductibles) plus additional services like home care and transportation. Hera's Heroes help families determine dual eligibility and handle the Medicaid application process from start to finish.

A standard Medicaid application in New York takes 30–45 days, but can take longer if documentation is incomplete.

The process involves gathering financial documents, proof of residency, and medical records. Denials and requests for additional information are common and add time. Your Hera Hero handles the entire application — gathering documents, submitting forms, following up with the county office, and appealing if denied.

No. Medicare does not cover assisted living facilities.

Assisted living is almost entirely out of pocket — averaging $6,500–$12,000+ per month in New York City. Medicaid may cover some assisted living costs, but only after a family spends down assets to qualify. What Medicare does cover: care management for seniors aging at home. Through programs like CCM, your parent can get a dedicated care manager at $0 — helping them stay safely at home longer.

Assisted living in New York City averages $6,500–$12,000+ per month depending on the level of care.

Memory care adds another $1,000–$3,000 per month on top of that. These costs are almost entirely out of pocket — Medicare doesn't cover assisted living, and Medicaid coverage requires spending down assets. For families exploring alternatives, Medicare-covered care management through Hera helps seniors age safely at home at $0 for 90% of clients.

Medicare-covered care management is often the most affordable starting point — 90% of Hera clients pay $0 out of pocket.

Beyond care management, Medicaid-covered home care aides, community programs (SNAP, HEAP, SCRIE), and Medicare home health services can significantly reduce costs. The challenge is knowing what your parent qualifies for. Your Hera Hero reviews your parent's full financial and insurance picture and connects them to every benefit available.

Yes — for eligible patients, Medicare covers care coordination through its Chronic Care Management (CCM) program. To qualify, your parent needs Original Medicare and two or more chronic conditions expected to last at least 12 months. At Hera, 90% of clients pay $0 out of pocket because Medicaid or Medigap plans cover the remaining coinsurance. Private care coordination (through independent geriatric care managers) is typically not covered by insurance and costs $150–300 per hour.

Yes, with an important distinction. Medicare covers palliative care services when they're provided alongside curative treatment — this means your parent can receive pain management, symptom relief, and supportive care while still pursuing treatment for their condition. This is different from hospice, which requires a terminal diagnosis and the decision to stop curative treatment. Medicare Part B covers palliative care consultations, and if your parent is enrolled in a care management program, their Hero coordinates palliative services with their existing care team.

Medicare covers a wide range of services that many families don't know about. Beyond hospital stays and doctor visits, Original Medicare covers chronic care management (a dedicated coordinator for seniors with two or more chronic conditions), home health services (skilled nursing, physical therapy, and occupational therapy in the home), durable medical equipment (walkers, wheelchairs, hospital beds), and preventive care (annual wellness visits, certain screenings). Medicare does not cover long-term custodial care, assisted living, or most home aide services (bathing, dressing, meal preparation). However, a care manager can often help families access Medicaid or state programs that do cover these services.

Medicare does not cover memory care facilities. Memory care is classified as custodial care, which Medicare explicitly excludes. In New York City, memory care costs $8,000–$15,000+ per month out of pocket. Medicaid may help cover costs, but typically only after a family spends down assets to qualify.

What Medicare does cover: care management for seniors with dementia living at home. Through Chronic Care Management, your parent gets a dedicated Hero who coordinates neurologist visits, manages medications, arranges specialized day programs, and helps navigate Medicaid applications for home attendant coverage — at $0 for most families.

No. Hera is different from home care and home health services.

Home Care provides hands-on assistance with daily activities: bathing, dressing, meal preparation, companionship. These are aides who physically help with daily activities.

Home Health provides skilled medical services in the home: physical therapy, wound care, nursing visits. This is typically ordered by a doctor after a hospital stay.

Hera is care management: we don't provide hands-on care, but we coordinate everything else. Your Hero arranges home care and home health services when your parent needs them, helps get them covered by insurance, and manages the entire care ecosystem so nothing falls through the cracks.

Yes. Dementia is one of the most common conditions we help families navigate.

Our Heroes are trained extensively in cognitive impairment and understand the unique challenges of dementia care,
including:

• Finding appropriate home care with dementia expertise, and advocating for additional covered hours from
  Medicaid/MLTC

• Providing guidance to make their living environment safer with equipment like grab bars and safety knobs

• Managing complex medication regimens safely

• Advocating during hospital visits and doctor appointments

• Connecting you with community resources and support groups

CCM (Chronic Care Management) and PCM (Principal Care Management) are both Medicare programs, but they cover different situations.

CCM is for patients with two or more chronic conditions and covers coordination across all of them. PCM is for patients with a single high-risk chronic condition that requires intensive management. Hera provides CCM services — coordinating the full picture of your parent's care across all their conditions and providers.

Look for a licensed clinical social worker (LCSW/LMSW) or registered nurse (RN) with specific experience in elder care systems.

Certifications like Certified Care Manager (CCM) or membership in the Aging Life Care Association are good signals. At Hera, every Hero is a licensed geriatric social worker or registered nurse with hands-on experience navigating NYC's healthcare and benefits systems.

A comprehensive geriatric assessment is a thorough evaluation of an older adult's medical, functional, psychological, and social needs.

It typically covers chronic conditions, medications, cognitive function, mobility, nutrition, home safety, and social support. At Hera, this happens during your parent's clinical assessment — a video visit with a Hera clinician who reviews the full picture before matching your family with a dedicated Hero.

Care coordination is having one professional manage the full picture of your parent's healthcare — every doctor, medication, insurance question, and home service.

When your parent sees multiple specialists, takes multiple medications, and uses multiple services, things fall through the cracks. A care coordinator makes sure all the pieces work together. At Hera, your dedicated Hero serves as this coordinator, covered by Medicare.

They're similar, but case management is usually short-term and tied to a specific event — like a hospital stay or insurance review.

Care coordination is ongoing. Your care coordinator knows your parent's full situation and proactively manages it over time — not just during a crisis. Hera's Heroes provide long-term care coordination, building a relationship with your family and staying on top of changes as they happen.

Yes — many people with early to moderate dementia can live safely at home with the right support systems in place.

This includes coordinated medical care, medication management (especially critical with dementia), home safety modifications, specialized day programs, and a dedicated care manager who knows the full picture. Your Hera Hero coordinates all of this. When a facility becomes necessary due to safety or caregiver burnout, your Hero helps guide that decision too.

Assisted living is a residential facility where your parent moves in and receives daily support. Home care means services come to your parent.

Assisted living costs $6,500–$12,000+/month in NYC and isn't covered by Medicare. Home care ranges from personal care aides ($20–35/hr, sometimes Medicaid-covered) to skilled nursing (Medicare-covered post-hospital). Care management coordinates all home-based services — and through Hera, it's covered by Medicare at $0 for most families.

A geriatric care manager coordinates care — they assess needs, build care plans, manage medications, navigate insurance, and communicate with doctors and family. A home health aide provides hands-on physical assistance — helping with bathing, dressing, meals, and mobility. They are complementary roles, not interchangeable ones. A geriatric care manager often arranges and oversees home health aide services as part of the broader care plan.

Yes. Medicaid applications are one of the most common and most complicated tasks a geriatric care manager handles. Eligibility rules vary by state, the paperwork is extensive, and mistakes can delay approval by months. At Hera, our Heroes guide families through the entire Medicaid application process for New York and New Jersey — gathering documentation, completing forms, and following up with caseworkers until the application is approved.

A care coordinator manages everything that happens between your parent's medical appointments. They communicate with doctors on your parent's behalf, review and reconcile medications, arrange home care and transportation, navigate insurance claims and benefits, handle appeals when coverage is denied, and keep the family informed. At Hera, care coordinators are called Heroes — licensed geriatric social workers who serve as your parent's dedicated point person for all care-related needs.

Ask yourself these questions: Does your parent see more than one doctor? Do they take multiple medications prescribed by different providers? Have they been hospitalized in the past year? Are you spending hours on the phone managing their appointments, insurance, or prescriptions? Do you worry that something important is falling through the cracks?

If you answered yes to two or more, your parent would likely benefit from a care coordinator. And if they have Original Medicare with two or more chronic conditions, they may qualify for this service at no cost through Hera.

Talk to Hera →

• Hera is built to be your first call when discharge is near. Hospital social workers set up the plan. Your team at Hera sees it through: confirming the services show up when they're supposed to, organizing the new medication regimen, and booking the follow-up appointments that prevent readmission.

• The goal: your parent leaves the hospital and walks into a home that's ready for them, with every service lined up and your team at Hera making sure all of it actually happens.

If your parent is currently in the hospital, let us know. We prioritize families facing discharge so we can move quickly.

Most families complete our onboarding process within 1 week.

Here's what to expect:

• Day 1: Complimentary Consultation (30 minutes)

  • We learn about your parent's needs and verify eligibility

• Week 1: Clinical Assessment

  • A Hera clinician meets with you virtually to review your parent's medical history, medications, and priorities.

• Week 1-2: Hero Matching & Assessment

  • We match your family with a dedicated Hero who conducts a thorough assessment to understand your parent's story, needs, and preferences for aging.

• Ongoing Support Begins

  • Right after your assessment, your Hero creates a personalized care plan and starts taking tasks off your plate.

If you have an urgent situation like a hospital discharge, let us know. We do our best to prioritize families who need immediate support. We'll match your family with a Hero who understands what you're going through.

If for any reason your Hero isn't the right fit, just let us know and we'll match you with someone new.

This rarely happens - our Heroes are carefully selected and trained - but we understand that personalities and communication styles vary. We want your family to feel fully supported.

There's no limit!

Your Hero is your dedicated expert, available whenever you need support. While Heroes typically work traditional business hours EST, we know things come up at all times, so you can reach out anytime by call or email.

Whether you have a quick question about a medication refill or need help navigating a complex situation like a hospital discharge, your Hero is there for you.

For our families, it's a huge relief to know there's always someone in their corner who understands their parent's full situation.

Hera matches your parent with a Hero based on their specific needs and conditions. We take the matching process seriously — it's one of the most important things we do. If for any reason your Hero isn't the right fit, just let us know and we'll match you with someone new.

This rarely happens — our Heroes are carefully selected and trained — but we understand that personalities and communication styles vary. We want your family to feel fully supported.

Hera's Heroes are in regular contact with your parent and your family — the frequency depends on what's happening. During a medication change or a Medicaid application, your Hero might be in touch several times a week. During a stable month, it might be a scheduled check-in plus updates as needed. Your Hero is always reachable when something comes up, and they proactively reach out when there's something the family should know.

Your parent deserves coordinated care. Your family deserves support. Schedule a free consultation with Hera to find out what Medicare covers — and let a Hero take it from here.