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What makes an effective care manager – two key traits.

hipaa messaging,patient care managers,healthcare communication

Care managers play a vital role in patient engagement, treatment plan adherence, and more – what tools can help them to perform these vital tasks more efficiently?

Care managers organize patient care, handle insurance matters, investigate treatment plans for patients, and so much more during the course of their day. Great care managers perform these tasks with a sense of empathy and a desire to improve patient care – ensuring that their patients are informed about their treatment plans and next steps.

However, there are tools that can be used to harness these traits so that care managers can communicate with patients more freely and monitor their care in real time.

Trait One: A desire to improve patient outcomes.

Because care managers are often responsible for overseeing multiple members of a care team; including doctors, nurses, therapists, and family members, it’s important that they seek out ways to improve their processes to encourage positive patient outcomes. Care managers must also be willing to investigate issues, as they are often in the best position to assess a patient’s care from a holistic perspective. This third party vantage point allows them to spot weak points in the process and predict when a patient is more likely to falter in their healthcare regime.  

patient care manager responsibilities

When a care manager spots an area that needs improvement, it’s important that they have the tools and resources to effectively address these issues. One of these tools should be text messaging. With HIPAA compliant text messaging platforms, care managers can quickly and easily send their patients reminders or updates, allowing practitioners to hear back from patients if there are any issues.

For example, if the care manager notices that a patient often forgets certain doctor’s appointments, the care manager can schedule a series of texts to ensure that the patient receives frequent reminders prior to the visit. In another instance, a care manager may notice that the patient often forgets how to perform the exercises explained to them in physical therapy sessions. To avoid this, the care manager could ask the therapist to provide them with web links explaining the proper way to perform these exercises. These links can be sent to the patient via text, allowing them to access tips and refreshers online whenever they need them.

Trait Two: A sense of empathy.

Empathy in the healthcare field is vital when caring for and treating patients. It’s an important part of building trust between providers and patients and should never be overlooked or underestimated. An empathetic care manager will be able to work more effectively with other members of the care team and patients because of their ability to assess and understand the needs and stressors of others. A care manager who is able to empathize with patients will not only have an increased likelihood of gaining a patient’s trust, but studies indicate that patients with physicians possessing high empathy scores are more likely to have successful clinical outcomes.

A care manager who knows that their patient struggles to keep up with their treatment plan and often neglects to track their glucose levels can send this patient timed reminders to improve adherence. Reminders can be sent urging patients to take their medication so that severe spikes in the blood sugar are avoided. The patient can also be sent a link which takes them to a patient portal where they can track their blood sugar levels. If this level is in a dangerous zone, the care manager will be contacted, allowing them to reach out to the patient with further care instructions. As a care manager, empathy is key to understanding and working through concerns and fears that may be inhibiting a patient’s treatment adherence.

Care managers play a vital role in patient success because of their ability to gain a holistic view of the patient and how they interact with the members of their care teams. Because they have access to this unique vantage point, it’s important that they have tools and processes in place to allow them to take a hands-on and focused approach when working to improve patient success.

To learn more about the benefits that a text-first solution can provide to your team, please contact us!

I’m Ken Saitow, President and CEO of CareWire. I have been helping healthcare organizations improve performance for over two decades, and I would love 15-minutes of your time to showcase the power of CareWire to engage and activate patients.

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