Telephonic Case Management Targets High-Risk, High-Cost Conditions

Thursday, July 17th, 2014
This post was written by Cheryl Miller

While the complex comorbid are the primary targets of telephonic case managers, the newly discharged, those in acute stages of chronic illness, frequent utilizers and high-risk, high-cost patients also receive their fair share of attention from telephonic case managers, according to new market data from the Telephonic Case Management survey conducted in May 2014 by the Healthcare Intelligence Network.

To expand the scope of care coordination, telephonic case management is evolving as a cost-effective and efficient means of monitoring and engaging individuals with chronic illness or a weak circle of care, according to an inaugural survey on Telephonic Case Management by the Healthcare Intelligence Network (HIN).

More than 84 percent of respondents utilize telephonic case managers, according to this new market data, with more than half — 54 percent — making contact with patients from virtual home offices. And while the telephone is an essential tool of the trade, these case managers also draw on motivational interviewing and robust data from electronic health records (EHRs) and case management software to help them manage their populations.

The complex comorbid are the primary targets of telephonic case managers, the survey found, but the newly discharged, those in an acute stage of chronic illness, frequent utilizers and high-risk, high-cost patients also receive their fair share of telephonic attention from these case managers.

While charged primarily with the management of chronic illness and transitions in care, most telephonic case managers also find themselves in the role of patient educator and health coach, say 75 percent of respondents.

  • „„The case management assessment is the primary method of identifying candidates for telephonic contact, report 61 percent of respondents.
  • „„One-fifth of telephonic case managers work within a primary care practice.
  • „„Engagement of members in telephonic case management is the primary challenge of the program, say 43 percent of respondents.
  • „„Workloads of telephonic case managers fall into the 50-99 case range, say 30 percent of respondents.

Excerpted from 2014 Healthcare Benchmarks: Telephonic Case Management.

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