How do you train and retain case managers and care coordinators in a dynamic and demanding environment?

Case managers and care coordinators play a vital role in providing quality and holistic care to clients with complex needs. They coordinate services, advocate for clients, monitor outcomes, and facilitate communication among various providers and stakeholders. However, they also face many challenges in their work, such as high caseloads, burnout, turnover, ethical dilemmas, and changing policies and regulations. How do you train and retain case managers and care coordinators in a dynamic and demanding environment? Here are some tips and best practices to consider.

1 Assess competencies and needs

Before designing and delivering training programs for case managers and care coordinators, you need to assess their current competencies and identify their learning needs and gaps. You can use various methods, such as surveys, interviews, observations, performance reviews, or self-assessments, to gather feedback and data. Based on the results, you can tailor your training content and methods to address the specific skills, knowledge, and attitudes that your staff need to improve or acquire.

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Meg Harmon

Regional Clinical Appeals Specialist at Select Specialty Hospital
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It is sad that most people in management are not servant leaders, they just want the salary and power. If only they knew by being a strong, but kind leader your staff would work harder.

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Saad Bin SABIR

Legal Counsel | Bridging Law, Business & Tech | Corporate & Commercial Law | Startups, AI & Venture Capital | Compliance, Tax & Regulatory | Contracts | Dispute Resolution | Govt & Semi-Govt Projects | Oil & Gas | M&A |
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To retain case managers and care coordinators in a dynamic environment, provide ongoing training opportunities to enhance their skills and adapt to changing demands. Offer a supportive work culture, recognizing and rewarding achievements. Foster clear communication channels and encourage regular feedback. Prioritize a healthy work-life balance to prevent burnout. Implement career development programs and pathways, showing a commitment to their professional growth. Address workload concerns and ensure adequate resources. Create a positive team environment to enhance job satisfaction and camaraderie. Regularly assess and adjust strategies based on feedback to meet evolving needs, fostering a resilient and motivated workforce.

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2 Use a blended learning approach

A blended learning approach combines different modes and formats of training, such as online, face-to-face, synchronous, asynchronous, individual, or group. This way, you can offer more flexibility and variety to your staff, and cater to their different learning styles, preferences, and schedules. For example, you can use online modules or webinars to deliver theoretical concepts or policies, and use face-to-face workshops or mentoring sessions to practice skills or discuss case scenarios. You can also use online platforms or forums to facilitate peer learning and collaboration.

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Marianne DiMola

| Healthcare Direct Hire and Staffing Subject Matter Expert - Case Management, Utilization, Quality, Appeals & Denials, Transfer Center, RN, SW & MD and Career Coaching President at Global Care Management
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Educate the nurses as to what the interdisciplinary team is looking for in rounds. Watch to see who really gets it and start grooming the nurses for next step in case management, utilization, CDI or quality. I think many hospitals are missing their own opportunity for retaining great talent!

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3 Provide ongoing support and feedback

Training is not a one-time event, but a continuous process that requires ongoing support and feedback. You need to provide your staff with opportunities to apply what they learned, to reflect on their practice, and to receive constructive feedback and guidance. You can use various tools and strategies, such as coaching, supervision, case reviews, quality assurance, or evaluation, to monitor and enhance your staff's performance and development. You can also encourage your staff to seek feedback from their clients, colleagues, or partners, and to share their successes and challenges.

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Marianne DiMola

| Healthcare Direct Hire and Staffing Subject Matter Expert - Case Management, Utilization, Quality, Appeals & Denials, Transfer Center, RN, SW & MD and Career Coaching President at Global Care Management
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It would be great if department and individual metrics are shared. Rarely can a case manager speak to their individual or team success. I don't understand how the very individuals responsible for LOS, reducing readmissions and denials are kept in the dark. I think this information will also lead to more brainstorming and better outcomes.

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Janele Riggs, MSW

Macro Social Work + Health Equity + Program Evaluation + Process Improvement
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Supervision should be weekly at minimum and have somewhat of a structure. Utilizing a tool that will reflect progress overtime is a wonderful way to target areas for improvement and to reflect what the worker is doing well. This is a helpful tool for the worker when completing self evaluations as they have a summary of what they have worked on and what they have accomplished over time. It's important to also allow time for unstructured supervision.

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M. Jane Price, M.Ed.,CRC, LSW

Experienced Medical Case Manager and Vocational Rehabilitation Counselor
(edited)
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Having a good training program, providing mentorship and having supervisory access goes a long way in helping new and veteran Case Managers/ Care Coordinators. Also continuous training, flexible work arrangements, wellness programs and comradery engagement among staff is a win also!

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4 Recognize and reward achievements

Another way to retain your case managers and care coordinators is to recognize and reward their achievements and contributions. You can use formal or informal methods, such as certificates, bonuses, promotions, or appreciation notes, to acknowledge your staff's efforts and outcomes. You can also create a culture of recognition and appreciation, where you celebrate your staff's milestones, showcase their best practices, or solicit their input and feedback. By doing so, you can boost your staff's morale, motivation, and loyalty.

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5 Promote wellness and self-care

Finally, you need to promote wellness and self-care among your case managers and care coordinators, as they are often exposed to high levels of stress, compassion fatigue, or vicarious trauma. You can implement policies and practices that support your staff's physical, mental, and emotional well-being, such as flexible work arrangements, reasonable caseloads, adequate resources, or employee assistance programs. You can also educate your staff on the signs and symptoms of stress and burnout, and provide them with strategies and resources to cope and manage. Moreover, you can foster a supportive and positive work environment, where your staff can express their feelings, seek help, or access peer support.

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Ellen Behn Williams RN, BS, CCP, CCM

Health Strategy, Clinician Specialist @ Centene | Certified Case Manager
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In my experience, recognizing strengths and weaknesses of your team is key. Balance the 2 out so the team is not 'lopsided'. Routine, scheduled, and meaningful check in's are vital. They will save you unnecessary interruptions throughout the week and build team's confidence that you are listening and value their input and feedback.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Troy Riley RN, BSN

Servant Leader, Director Care Management and Clinical Services, Operational Expertise in launching Medicare/Medicaid Programs
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In order to move someone into a care manager position; they first must have good clinical experience and expertise. They must have an excellent understanding of pathophysiology and disease process. Next, hire to culture! After this, you simply train the rest of the skill sets needed.

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How do you train and retain case managers and care coordinators in a dynamic and demanding environment?

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1 Assess competencies and needs

2 Use a blended learning approach

3 Provide ongoing support and feedback

4 Recognize and reward achievements

5 Promote wellness and self-care

6 Here’s what else to consider

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