How to Be Telephonic Case Manager - Job Description, Skills, and Interview Questions

Feb 27, 2020 / 6 Minutes Read / By Albert

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The usage of telephonic case managers has become increasingly popular in recent years due to its many advantages. Having a case manager available over the phone can help to bridge the distance between patient and provider, allowing for a more personal connection. This connection can lead to better communication, as well as improved patient satisfaction.

telephonic case managers can provide timely follow-up care, helping to ensure that diagnoses and treatments are followed through with. This can help to reduce medical errors and improve overall health outcomes. Finally, having a case manager available over the phone can reduce costs for the healthcare system, as it eliminates the need for in-person visits.

Thus, telephonic case managers can provide a number of benefits, from improved communication and patient satisfaction to reduced costs and improved health outcomes.

Steps How to Become

Obtain a Bachelor's Degree. In order to become a telephonic case manager, you will need a bachelor's degree in a health-related field such as nursing, social work, psychology, or public health.
Earn a Professional Certification. After completing your degree, you may choose to become certified in case management. The American Board of Professional Coders offers the Certified Case Manager (CCM) credential.
Get Experience. You may be able to find entry-level positions working in a medical office or hospital. It is important to build your experience in the field by working with different types of patients.
Prepare for the Job. Before becoming a telephonic case manager, you should familiarize yourself with the job duties and responsibilities. You should also research the different types of cases you may be asked to manage.
Obtain a Telephonic Case Management Job. Once you have the necessary qualifications, you can begin searching for a job in telephonic case management. There are many companies that specialize in this type of work and you may also be able to find positions in hospitals or other healthcare settings.
Advance Your Career. After gaining experience as a telephonic case manager, you may choose to pursue additional certifications and training to advance your career. You may also choose to specialize in a certain area such as geriatric care or substance abuse.

The success of a Telephonic Case Manager is contingent on their ability to possess the necessary skills and capabilities. Being knowledgeable and proficient in areas such as customer service, active listening, problem-solving, and communication are essential in order to provide quality service to clients. Furthermore, they must be able to think critically and quickly assess a situation while being able to empathize with the client.

they must remain organized and have the ability to multitask in order to manage multiple cases at one time. Having the appropriate skills and capabilities can lead to successful outcomes for both the case manager and their clients.

You may want to check Medical Case Manager, Commercial Case Manager, and Refugee Resettlement Case Manager for alternative.

Job Description

Develop individualized care plans that meet the needs of each patient.
Monitor patient progress and outcomes.
Analyze data to ensure quality of care.
Communicate with patients and other healthcare professionals to coordinate services.
Facilitate referrals to other healthcare providers as needed.
Identify barriers to care and develop strategies to overcome them.
Provide education and resources to patients and families as needed.
Develop and/or review policies and procedures for effective case management.
Maintain accurate records of patient care activities.
Advocate for patients in order to ensure optimal care and outcomes.

Skills and Competencies to Have

Communication Skills: Ability to effectively communicate verbally and in writing with clients, families, and other healthcare professionals.
Interpersonal Skills: Ability to establish and maintain positive relationships with clients and their families.
Time Management Skills: Ability to manage multiple competing tasks, prioritize responsibilities, and meet deadlines.
Problem Solving Skills: Ability to identify problems, analyze data, and develop creative solutions.
Analytical Skills: Ability to review complex medical records and develop treatment plans accordingly.
Computer Skills: Ability to use computers and other electronic devices to input and retrieve data from medical databases.
Medical Knowledge: Knowledge of medical terminology, diagnosis and treatment options, and insurance requirements.
Regulatory Knowledge: Knowledge of federal, state and local laws related to healthcare delivery, patient rights, and confidentiality.
Documentation Skills: Ability to document patient information accurately and concisely in accordance with policies and procedures.
Critical Thinking Skills: Ability to assess clients needs and develop appropriate treatment plans.

Being a Telephonic Case Manager requires a variety of skills to be successful. The most important skill to have as a Telephonic Case Manager is the ability to communicate effectively. This includes the ability to listen carefully to what clients have to say and to be able to ask the right questions to assess the situation.

having the ability to provide emotional support and guidance while understanding the clients needs is essential. A Telephonic Case Manager should also be able to think critically and problem solve, as well as be aware of available resources and how to access them. Lastly, having strong organizational skills and the ability to prioritize tasks is crucial in order to ensure that all of the clients needs are met in a timely manner.

With these skills, a Telephonic Case Manager can make a positive impact on their clients lives.

Case Specialist, Case Clerk, and Nurse Case Manager are related jobs you may like.

Frequent Interview Questions

How do you handle challenging cases?
What experience do you have in Telephonic Case Management?
What methods do you use to effectively engage with clients?
How do you develop a rapport with clients over the phone?
What strategies do you use to ensure that clients follow through with treatment plans?
How do you stay up to date on the latest trends in case management and telephonic care?
Describe a time when you successfully resolved a difficult telephonic case.
How do you handle sensitive information in a professional manner?
How would you prioritize cases in a busy telephonic case manager role?
What steps do you take to ensure that all clients receive quality care?

Common Tools in Industry

Telecommunication Software. This software allows case managers to make and receive phone calls, send text messages, access voicemail, and store contact information. (eg: Skype for Business)
Database Management System. This software allows case managers to store, organize and track client data in an efficient manner. (eg: Microsoft Access)
Case Management System. This software provides case managers with tools to coordinate client services and track outcomes. (eg: Carelogic)
Scheduling Software. This software helps case managers to organize and manage both their own schedules and those of their clients. (eg: Timely)
Document Management System. This software allows case managers to store, organize and share documents related to their clients. (eg: Dropbox)

Professional Organizations to Know

American Case Management Association (ACMA)
Association of Professional Case Managers (APCM)
National Association of Social Workers (NASW)
National Council for Behavioral Health
American Telemedicine Association
Institute for Clinical Social Work
Society for Social Work Leadership in Health Care
American Board of Case Management
American Board of Professional Psychology
American Board of Registered Nurses

We also have Adoption Case Manager, Mental Health Case Manager, and Home Care Case Manager jobs reports.

Common Important Terms

Case Management. A collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual's and family's comprehensive health needs through communication and available resources.
Care Coordination. The process of linking people to appropriate services and supports to meet their individual health care needs. Care coordination may include helping individuals access services in the community, providing information about available services, and/or offering assistance with referrals and/or scheduling appointments.
Client Assessment. The evaluation of an individual's physical, mental, and social needs and abilities to develop a comprehensive plan of care.
Crisis Intervention. Immediate intervention and support provided to individuals experiencing a mental health crisis.
Advocacy. Acting on behalf of individuals in order to ensure fair treatment and access to services and resources.
Referral. The process of connecting an individual with a service provider or resource.
Telehealth. The delivery of health care services via telecommunications technology, such as telephone or video conferencing.

Frequently Asked Questions

What is a Telephonic Case Manager?

A Telephonic Case Manager is a healthcare professional who provides remote support and assistance to patients via telephone. They work with patients to coordinate care management services, such as medical and financial resources, to meet the individual needs of the patient.

What types of services do Telephonic Case Managers provide?

Telephonic Case Managers provide a range of services, including assessment, care coordination, referrals and follow-up care, education and counseling, and advocacy. They also help to ensure that patients are receiving the appropriate level of care.

How often do Telephonic Case Managers contact patients?

Telephonic Case Managers typically contact patients on a weekly or bi-weekly basis, depending on the specific needs of the patient.

What qualifications are necessary to become a Telephonic Case Manager?

To become a Telephonic Case Manager, one must have a bachelor's degree in a related field, such as nursing or health administration, and at least two years of experience in case management. Additionally, certification from the American Nurses Credentialing Center (ANCC) or the Commission for Case Manager Certification (CCMC) is preferred.

What are the benefits of using a Telephonic Case Manager?

The benefits of using a Telephonic Case Manager include cost savings, improved patient satisfaction, increased quality of care, and improved communication between providers and patients. Additionally, Telephonic Case Managers can help to reduce hospital readmissions and improve health outcomes.