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Membership Continuing Education
Build and Sustain a Case Management Team: A Progressive Approach

Publication Date: 7/7/2022


Length: 60 minutes 42 seconds

Content Level: Intermediate 1 General CE & 1 CME

Abstract
Hear the story of an organization that found itself with a 30 percent vacancy rate, more than 21 percent of disengaged team members and a revolving door of case management leaders. The average tenure of new clinical case managers was less than one year with high percentages of turn over within the first 90 days. Insight into role complexities and the ability to obtain the right people at the right time, in the right role, were essential to rectify the situation. The journey to recovery utilized engagement strategies, partnerships, and educational tools. Preliminary data demonstrates that building and sustaining team engagement correlates to achieving outcomes and becoming a preferred workplace.


Learning Objectives
1. Describe characteristics of the right people to fit case management roles.
2. Define the supporting cast to ensure success and build engagement.
3. Describe the correlation between engagement and outcomes.

Speaker: Pamela Andrews, RN, MSW, MBA, CMAC, CCM, ACM-RN | Executive Director | United Health Care (UHC)

Pamela Andrews recently transitioned to the Executive Director at United Healthcare. Prior to this, she was the Vice President of Enterprise Care Management at Inova Health System for over 20 years. During that time, she served in several roles aligned with transitional planning. Pamela has served as Director of Case Management for 4/5 hospitals and as Senior Director of Regulatory Strategy and Outreach in the Population Health Medicaid Division. She received a BA and Master of Social Work from Howard University and later achieved an ADN in nursing and an MBA from the University of Scranton in Scranton, Pennsylvania. Pamela is the immediate Past President of the American Case Management Association, has also served as President for the ACMA Virginia Chapter, served on the ACMA Ethics Committee and Public Policy Committee and is currently Chapter Mentor for the ACMA Massachusetts Chapter.

Keywords: Progressive

Build and Sustain a Case Management Team: A Progressive Approach

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