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Today's case managers are colocated in greater numbers within physician practices to more efficiently coordinate the care of high-risk patients and health plan members and help to orchestrate efficient healthcare utilization.

To provide critical background on embedded case manager practices, the Healthcare Intelligence Network has assembled an all-new set of responses to the most frequently raised questions on the co-locating of case managers in physician practices.

In the Case Management Answer Book Vol. II: FAQs on Launching, Supporting and Evaluating Embedded Case Management, industry thought leaders provide answers to more than 50 questions on the practicalities of embedded case managers, from preparing a practice for the arrival of a case manager to hiring and training guidelines to measuring satisfaction with embedded case management initiatives.

This 30-page report is a companion resource to the Case Management Answer Book Vol. I.

Volume II offers advice from innovators in embedded case management: Aetna, CDPHP, Bon Secours Health System, and Hudson River HealthCare — who tackle a range of case management topics in an easy-to-read Q&A format.

A sampling of questions covered in Case Management Answer Book Vol. II: FAQs on Launching, Supporting and Evaluating Embedded Case Management include:

• Preparing the Physician Practice:
  • How do you engage the physicians in embracing the embedded case management concept?
  • Is the practice involved in selecting the case manager?
  • How many physicians are in an average practice that is participating in an embedded case management program?
• Case Manager Hiring and Training:
  • Are all embedded case managers nurses or do they come from other backgrounds as well?
  • Do the case managers work across offices or are they dedicated to a single practice?
• Program Measurement:
  • What are some productivity benchmarks for embedded case managers?
  • What are some characteristics of the best performing practices?
  • How do you measure patient and physician satisfaction with embedded case management?
• Fundamentals of Embedded Case Management:
  • How do you transition from telephonic to embedded case management?
  • Do the embedded case managers supplement the plan's case managers or replace them?
  • Do the embedded case managers work only with the plan's members or with all patients?
• Tools and Technology
  • What is the minimum information technology requirement for practices to participate?
  • Which evidence-based teaching tools can help to reduce readmissions?
  • Who's using patient portals?

• Kathy Brieger, RD, CDE, Hudson River HealthCare chief operations officer.
• Robert Fortini, PNP, vice president and chief clinical officer at Bon Secours Health System.
• Dr. Randall Krakauer, Aetna's Medicare medical director;
• Lisa Sasko, MA, MBA, CDPHP director of clinical transformation;
• Charlene Schlude, RN, CCM, CDPHP director of case management;
• Irene Zolotorofe, RN, MSN, AD, clinical operations director at Bon Secours Health System.