Great care managers come from many backgrounds, from administrative (front desk, patient coordinator) to clinical (medical assistants, scribes, and nurses). High quality, engaging care management helps patients feel supported and allows your team to proactively manage your patient population’s care, keeping them healthy between visits.
What does a care manager do?
Care managers wear many hats, but the role can be summarized in two parts:
Care coordinator: Answering medical questions, booking appointments, coordinating referrals and refills, managing medical records, sharing lab results, and more.
Health coach: Engaging patients on their health through regular, proactive outreach. Responding to incoming messages with emotional support, health tips, and recommendations.
What are some ways to be a great care manager?
Acknowledge the patient’s concerns. Let the patient know that you are reading their message and understand what they need.
Answer all incoming messages. Even if it’s just to say, “Thanks for letting me know! Text us if you need anything. Have a great day!”
End messages with a question. Keep the patient engaged by asking a question at the end of your message.
Escalate when appropriate. Assist patients with concerns within your scope of practice and escalate to the provider or another team member when needed.
Involve the patient in their care. Ask the patient questions to understand how they usually manage issues. Use that information to start a conversation.
Let the patient know how you’re helping them. If you are working on a service activity for a patient, send them a quick text to let them know. This reinforces the value of your practice’s CCM program.
Use your resources. Providers document their recommendations for a patient’s known conditions in the EMR. Use that documentation to make tailored recommendations to patients.
