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Engaging Members in Care Management
The situation is where you start. You learn by dealing with real-life work situations. Provide a short description of the situation for the learners to work on. Along the way, you will impact results.
Sitches are situations, jams, issues, errors, gaps, troubles, stoppages and many others to fix and solve. They are also opportunities to improve, grow, expand, and introduce better, faster and cheaper ways to get the desired results.
What's the biggest challenge?
The biggest challenge is that members decline and deny the need for Care Management, although their health is poor and are receiving un-coordinated care.
How can we engage 95% of member who are contacted by the outreach worker in Care Management? What communication techniques or words can we use to better engage a member?
What's the objective?
The object is to see an improvement in the 'decline rate' to Care Management through improved engagement rates. See an overall 10% reduction in member decline rates.
Solutions will pertain to communication techniques on how to engage the member once on the phone. What words are we using and how are we communicating with members?
