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Telephonic Case Management Protocols to Engage Vulnerable Populations
Telephonic Case Management Protocols to Engage Vulnerable Populations
Telephonic Case Management Protocols to Engage Vulnerable Populations
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Telephonic outreach by healthcare case managers helps to bridge the care divide, supporting and improving the health of vulnerable and high-risk populations.

Telephonic Case Management Protocols to Engage Vulnerable Populations describes a suite of tools to facilitate identification, interaction, surveys, follow-up action, resource matching, and member engagement and outreach for a behavioral health population that is also a template for case management and care coordination of any organization's hard-to-reach or vulnerable members.

Telephonic outreach is the most prevalent mode of case management delivery, according to 87 percent of respondents to a 2012 survey on Healthcare Case Management by the Healthcare Intelligence Network.

Telephonic Case Management Protocols to Engage Vulnerable Populations examines the case management protocol developed by Carolina Behavioral Health Alliance, including the use of scripts and surveys to assess patients' engagement in the treatment process and to identify patients at-risk.

In this 30-page resource, Jay Hale, director of quality improvement and clinical operations at Carolina Behavioral Health Alliance, shares the qualities of successful telephonic case management, a necessity in rural areas or when decentralization of members doesn't justify face-to-face interactions.

He also provides a set of metrics on telephonic case management, including recommended case loads, licensing, ongoing training, telephonic session averages, and tools, workflows and processes.

This resource provides details on the following:

  • How patients are identified for the telephonic case management program;
  • The four populations targeted for the program;
  • The key indicators for patients enrolled in the program that indicate they are at-risk of avoidable healthcare utilization; and
  • Strategies for developing relationships with patients over the phone to understand the whole patient picture.

Table of Contents

  • Telephonic Case Management Protocols for Vulnerable Populations
    • Grouping Populations
    • Interacting with the Populations
    • Formatting Mental Health Surveys
    • Action Following the Surveys
    • Assistance with Resources
    • Engaging the Member
    • Member Outreach Calls and Engagement
    • Qualities of a Successful Case Manager
    • Program in the Future
  • Q&A: Ask the Expert
    • Understanding Behavioral Health Utilization Habits
    • Barriers to Telephonic Case Management
    • Role of Primary Care Providers
    • Conversational Red Flags
    • Outcomes to Support Telephonic Case Management
    • Confidentiality of Minors
    • Case Management Program Engagement
    • Mental Health Utilization Strategies
    • Supplementing Telephonic Case Management with Video
    • Telephonic Case Manager Tools, Workflows and Processes
    • Case Management Assessment Tool
    • Medication Adherence
    • Cultural Competencies of the Case Manager
    • Case Manager Case Load
    • Case Manager Licensing
    • Survey Data Transmission
    • Members Reached by Case Management
    • Telephonic Case Manager Skill Set
    • Ongoing Training for Case Managers
    • Average Telephonic Case Management Session
    • Location of Telephonic Case Manager
    • Role of the Case Manager in the Discharge Process
    • Case Manager Population Interaction
  • Glossary
  • For More Information
  • About the Speaker
Publication Date: April 2013
Number of Pages: 30
ISBN 10: 1-939167-29-9 (Print version); 1-939167-30-2 (PDF version)
ISBN 13: 978-1-939167-29-3 (Print version); 978-1-939167-30-9 (PDF version)
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