18 Success Strategies from Seasoned Healthcare Case Managers for New Hires

Thursday, September 14th, 2017
This post was written by Patricia Donovan

Advice from case management trenches: “Don’t do more work for your patient than they are willing to do for themselves.”

What does it take to succeed as a healthcare case manager? For starters, patience, flexibility and mastery of motivational interviewing, say veterans from case management trenches.

As part of its 2017 Healthcare Benchmarks Survey on Case Management, the Healthcare Intelligence Network asked experienced case managers what guidance they would offer to new hires in the field. Respondents were thoughtful and generous with their advice, highlights of which are shared here.

It’s important to note that in total, a half dozen veterans identified motivational interviewing as an essential case management skill.

We hope you find these tips useful. We invite all experienced case managers to add your tips in the Comments below.

  • “It’s hard work but satisfying. It takes a good year to get all resources and process, so don’t give up.”
  • “Learn the integrated case management model and get ongoing coaching in motivational interviewing.”
  • “Listen, think, develop, coordinate, adhere to plan benefits, and be honest.”
  • “Communicating and developing a relationship with members are key.”
  • “Be aware of and utilize telemedicine.”
  • “Be prepared to help patients with non-medical matters. Develop a trust bond, almost as a family member, and your medical-focused concerns will be that much easier to handle.”
  • “Always remain flexible. Listen and meet the patient where they are at in their disease and life process.”
  • “Understand both the clinical and financial impacts of healthcare on the patient.”
  • “Establish a good working relationship with your manager. Ensure you understand job expectations and identify a mentor.”
  • “Time management is crucial.”
  • “Stay visible within the practice; interact regularly with the care team; share examples of success stories.”
  • “Compassion and empathy are a must.”
  • “Don’t become overwhelmed by all that needs to be learned. Strive for sure and steady progress in gaining the knowledge needed.”
  • “Don’t let a fear of the unknown hold you back. Learn all that you can.”
  • “Get a good understanding of the population of patients you are working with. Study motivational interviewing and harm reduction.”
  • “This is a wide body of knowledge. Each case is different. It takes six months to a year to be fully comfortable in the practice.”
  • “Establish boundaries with your patients, and don’t do more work for your patient than they are willing to do for themselves.”
  • “Earn the trust of your patients and providers. LISTEN to your patients.”

One respondent geared her advice to case management hiring managers:

  • “Hire for coaching mentality and chronic disease experience.”

Excerpted From: 2017 Healthcare Benchmarks: Case Management

2017 case management benchmarks

2017 Healthcare Benchmarks: Case Management provides actionable information from 78 healthcare organizations on the role of case management in the healthcare continuum, from targeted populations and conditions to the advantages and challenges of embedded case management to CM hiring and evaluation standards. Assessment of case management ROI and impact on key care components are also provided.

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