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Why this matters:

As a patient nears discharge, the case manager is typically counted on to improve the chances of effective plan implementation. A successful case manager will be well informed prior to this event — recognizing potential barriers and challenges, assuring nothing has been overlooked, and making last-minute alterations for the immediate discharge period.

What to listen for:

  • Knowledge of common resources used in discharge planning, such as meal planning, home health, and medical equipment
  • Inclusion of family or caretakers in the process, and constant communication before discharge

Why this matters:

A vital case management skill is the ability to recognize a patient’s health problems and formulate an action plan based on both subjective and objective data. While case managers may not perform these assessments themselves, they often make referrals for them, so a solid understanding of the factors involved is important.

What to listen for:

  • Answers covering a range of factors: reasons for admission, functional abilities, level of assistance needed, financial status
  • Answers that stress the importance of accurate and comprehensive documentation

Why this matters:

Many case managers end up providing at-home services in locations outside their assigned areas. Through communication, collaboration, and resourcefulness, a highly qualified case manager will do what it takes to uncover community support that motivates the patient to succeed in meeting the goals of their care.

What to listen for:

  • Evidence that the candidate continually assesses local human services agencies for referrals
  • Examples of relationship building in past roles and current partnerships with community groups

Why this matters:

A case manager’s expertise is the vital link between the individual and the provider, the payer, and the community. It’s important for the case manager to apply specialized skills and knowledge throughout the processes of patient assessment, care implementation, required interventions, and outcome evaluation.

What to listen for:

  • Mentions of the need for a critical eye in setting realistic goals, and in seeking viable alternatives when necessary
  • Answers that stress collaboration among members of the healthcare team

Why this matters:

To achieve successful evaluations and outcomes, a case manager must routinely assess and reassess the patient’s status and progress. This involves heavy documentation, which assists in clinical management, justifies interventions and expenses, and supports patient advocacy.

What to listen for:

  • Evidence that the candidate values accurate record-keeping in planning, implementing, and evaluating services
  • Experience in using electronic health records

Why this matters:

The intake process can be challenging for the patient, their family, and the case manager. Some patients may feel anxious, especially if they are unfamiliar with the mental health or social services system. Your candidate’s answer will show their ability to calmly and quickly assess difficult situations, and take the appropriate action.

What to listen for:

  • An understanding that challenging situations are a part of the job and that empathy is critical for dealing with them
  • Signs that the candidate may have special expertise, such as training from a nursing degree, that helps them in situations like these

Why this matters:

The optimal delivery of case management services involves a supportive and trusting relationship between the patient and all members of the healthcare team. Through mutual respect and communication, case managers develop a vested interest in the patient’s outcome, and their advocacy demonstrates it.

What to listen for:

  • Evidence that the candidate views the patient’s best interests as paramount in the process of care delivery
  • Signs that they facilitate the patient’s and family’s decision-making activities by keeping them well informed of their rights and options

Why this matters:

In case management, issues involving the patient, family, and healthcare provider continuously arise. A case manager’s ability to provide safe, efficient, and competent services depends heavily on their skills in problem-solving, clinical reasoning, and critical thinking.

What to listen for:

  • Knowledge of the legal and ethical requirements of patient care delivery
  • Experience in negotiating, making sound decisions, and resolving conflicts

Why this matters:

Case managers use many leadership skills to effectively master the healthcare process. Since they function as problem-solvers, resource managers, and members of the interdisciplinary healthcare team, they should possess some leadership qualities, even if they’re not on the leadership team.

What to listen for:

  • Signs that the candidate recognizes the importance of their role in directing or altering the course of patient treatment
  • Evidence that the candidate feels confident instructing others and voicing their opinions when it can lead to better patient care
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