Understood Care
In Northeastern Pennsylvania, a heavily senior population around Scranton and Wilkes-Barre leans on systems like Geisinger and Commonwealth Health, so wait times, network questions, and specialist referrals come up constantly. Understood Care is a virtual service: phone, video, and secure messaging. For Scranton members that means no waiting room and no travel, whether the problem is a confusing hospital bill, a denied claim, a referral that went nowhere, or a parent in Lackawanna County who needs someone watching their whole picture. Your advocate is the same person every time, follows up every 7 days while your case is active, and still checks in monthly after it is resolved. Many Northeastern Pennsylvania families also run Pennsylvania Medicaid's Community HealthChoices and LIFE programs alongside Medicare; we handle the Medicare side.
About 18.3% of Scranton residents are 65+, close to Pennsylvania's statewide 19.1%. Original Medicare still leads in Lackawanna County: only 44.7% of 55,150 beneficiaries chose Medicare Advantage in 2025 (statewide it is 54.2%), so Medigap timing and Part B billing questions come up constantly. About 11,966 neighbors are dual-eligible for Medicare and Medicaid, the group Pennsylvania's Community HealthChoices and LIFE families know well.
Of 16 Medicare-certified homes, 6 rate 4+ CMS stars and 4 rate just 1 star, a spread an advocate helps families navigate. Highest-rated nearby:
About 4,794 Scranton households are a person 65+ living alone, and that is exactly who a dedicated advocate keeps from falling through the cracks. 17.7% of senior households here have no vehicle (about 1,508 households), which is why a fully virtual advocate, plus Medicare-covered ride benefits where plans include them, matters. 2 Medicare-certified home health agencies are based in Scranton (avg patient-care quality 3/5); we help compare them and get orders in place. Setting up home care, meal delivery, and transportation is core advocate work, covered by Medicare.
About 13.1% of Scranton seniors live below the poverty line (Pennsylvania: 9.4%), and many more qualify for help they never claim: Extra Help with Part D costs, the Medicare Savings Programs, and Pennsylvania's own PACE and PACENET drug programs. Checking every one of those is standard advocate work. 34.2% of seniors here live with a disability, where equipment orders and prior authorizations pile up fastest. The federal government lists 2 primary-care shortage designations in Lackawanna County, so appointment hunting is a real problem an advocate takes over. Specialized care nearby: 6 Medicare-certified dialysis facilities (avg 2.8/5 CMS stars) and 8 hospice providers.
Scranton, Pennsylvania · Lackawanna County · served virtually statewide
From CMS Care Compare (5 Medicare-certified hospitals in the area; a sample below). ER medians below are CMS-reported; Pennsylvania's statewide median is 188 minutes. Billing disputes, discharge planning, and referral follow-ups with these systems are everyday advocate work:
Medigap in Pennsylvania gives you one guaranteed six-month Open Enrollment window that opens when you are both 65 and on Part B, with no birthday rule and no year-round switching, so timing matters for Scranton members. Pennsylvania is unusually strong for people who came onto Medicare early, though: state regulation (31 Pa. Code Chapter 89) makes Medicare Supplement policies guaranteed-issue for beneficiaries under 65 who qualify through disability or end-stage renal disease, at premiums that generally match the age-65 rate. PA MEDI, Pennsylvania's Medicare counseling service (formerly APPRISE), run by the Pennsylvania Department of Aging and reachable at 1-800-783-7067, gives free help through the Area Agency on Aging serving Lackawanna County. Many Scranton seniors also qualify for Extra Help, the Medicare Savings Programs, and Pennsylvania's PACE and PACENET drug programs but never claim them. The full, sourced rundown is on our Pennsylvania patient advocacy hub.
Pennsylvania's Community HealthChoices program lets Medicaid families direct their own care through its Services My Way option, choosing and managing a caregiver, and in Pennsylvania an adult child or other qualified family member can be paid to provide care at home instead of a nursing facility, though a spouse generally cannot, while their parent's Medicare paperwork piles up. That split is exactly where an advocate fits: you handle the caregiving, we handle the Medicare side. See how Community HealthChoices, LIFE, and Medicare fit together on our Pennsylvania hub.
Does Medicare cover assisted living rent? Learn what Medicare covers instead and how to plan for care.
Read more
Understand Medicare mental health coverage for therapy psychiatry telehealth screening and medications. See Part A Part B Part D costs and how advocates help.
Read more
Learn what a patient navigator does and how Medicare and Medicare Advantage may cover services. Help with appointments transportation bills, care coordination.
Read more
Yes. Medicare has paid for professional healthcare navigation (Principal Illness Navigation and Community Health Integration services) since January 2024. Part B covers about 80% and a Medigap plan typically covers the rest, so most members in Lackawanna County pay $0. We confirm your exact coverage before your first session, and there are no surprise bills.
Per CMS enrollment data for 2025, Lackawanna County had 55,150 Medicare beneficiaries: 24,667 on Medicare Advantage plans (44.7%) and 30,483 on Original Medicare, with about 11,966 dual-eligible for both Medicare and Medicaid. Understood Care advocates work with both: Original Medicare members usually pay $0 through Part B plus a supplement, and we confirm Medicare Advantage coverage plan by plan before any work begins.
Per the US Census Bureau's American Community Survey, about 13,909 of Scranton's 76,074 residents are 65 or older (18.3%), within a county of roughly 43,716 seniors (Lackawanna County). Most become Medicare-eligible at 65, and every one of them has the same federal benefits an advocate helps put to work.
Per CMS Timely & Effective Care data (period ending 06/30/2025), the median ER visit at Geisinger-Community Medical Center runs about 204 minutes, and local hospitals range 186 to 204 minutes; Pennsylvania's statewide median is 188 minutes. An advocate cannot shorten an ER line, but avoiding the ER for non-emergencies is advocate work: same-week appointments, urgent-care routing, and follow-up coordination.
No. Understood Care is fully virtual, delivered by phone, video, and secure messaging, so it works the same in Scranton as anywhere else in Pennsylvania's 67 counties. If leaving home is hard, that is exactly the situation the service is built for.
Advocates work virtually and are matched to you, not to a zip code. You get one dedicated advocate with their direct phone, email, and text (One Advocate, For Life), and they work with Pennsylvania's programs, PA MEDI counseling, the PACE and PACENET prescription programs, the Medicare Savings Programs, Community HealthChoices, and LIFE, and the county services that apply in Lackawanna County.
Those are Pennsylvania Medicaid programs. Community HealthChoices (CHC), the state's managed long-term services and supports program, has a Services My Way option that lets you direct your own care and hire providers you choose, including, in Pennsylvania, an adult child or another qualified family member (a spouse generally cannot be paid). LIFE (Living Independence for the Elderly), Pennsylvania's version of the national PACE model, bundles Medicare and Medicaid care for dual-eligible adults 55 and older who need a nursing-facility level of care. Families we serve in Northeastern Pennsylvania use them. Our advocacy is billed through Medicare, so for dual-eligible families the split works well: you run the CHC caregiving, and your parent's advocate handles the Medicare side.
Northeastern Pennsylvania
Dunmore · Wilkes-Barre · Kingston · Hazleton · Stroudsburg · All of Pennsylvania
Local figures: US Census Bureau American Community Survey (2023, 5-year), CMS Medicare Monthly Enrollment (2025), and CMS Care Compare, retrieved 2026-08-07. Statewide program facts were last verified on 2026-08-07; sources are listed on the Pennsylvania hub, and the full county tables are on Pennsylvania Medicare by the numbers. Understood Care is an independent private advocacy service and is not affiliated with any government agency or any hospital named above.