Improving Efficiency of Remote Case Management

Technical support is more important than ever for those who are working off-site.

A version of this article was first published October 21, 2020, by HCPro's Revenue Cycle Advisor, a sibling publication to HealthLeaders.

Q: As we continue to work remotely, I feel as though our efficiency as a case management staff has plateaued. What recommendations do you have for improving our remote work operations?

A: There are plenty of strategies you can deploy to improve the efficacy of your remote case management. Jeff Crofoot, RN, MSN, ACM-RN, the manager of case management at Franciscan Health Olympia Fields in Olympia Fields, Illinois, recommends the following methods: 

• Stay professional. When working from home, case managers should approach the day as if they were going into work. They should dress professionally and designate a separate, quiet area as their work area.
   
• Meet in person when possible. To remain connected with other staff members, case managers should go into the office for staff meetings, if possible. This makes for a nice change-of-pace in the age of remote work.
   
• Stay in touch. Just because you’re working alone at home doesn’t mean you should operate without support from your colleagues. “We routinely bounce ideas off colleagues when there is a difficult case,” says Crofoot. “Continue to do this via phone or email.” Linking staff members by listing phone numbers for all department members is crucial.
   
• Work closely with IT.  Technical support is more important than ever for those who are working off-site. It may be helpful to establish a point person in the IT department to ensure consistency.

For additional information, see the October issue of Case Management Monthly.