Join us on Full Circle for a grounded, empathetic conversation with Diana — a 25-year nursing home veteran turned insurance navigator, quality improvement consultant, and now one of the most sought-after guides for families in crisis. Diana has worked every layer of the elder care system — operations, insurance, Medicaid policy, national quality consulting — and now spends her days helping families decode the language that frightens them most. In this episode, she shares the story of a family who thought a coverage notice meant their mother was being evicted at 2pm on a Sunday, explains why 90% of her clients arrive without a plan and what she does instead of judging them for it, and identifies the single most overlooked barrier in elder care: not money, not staffing — but health literacy. This is what it sounds like when someone has seen every c ...