Case managers must be able to work effectively with a range of people to carry out the case management plan and achieve the health outcomes desired. Obtaining truthful, accurate information from multiple sources requires strong interpersonal skills and rapport with the patient, family, provider, and payer. Both critical thinking and interpersonal skills are used in every step of case management. Another key role of the case manager is patient advocacy. Case managers are the liaison between the healthcare provider and the payer, and often must speak out on behalf of the patient.
Case managers make decisions and recommendations after reviewing all facets of care.
To be most effective, case managers must remain objective and have a high level of credibility. In most settings, case managers use multiple components of the process simultaneously, as different activities occur in more than one area at a time, especially in complex cases. For example, a patient who has undergone surgery for a traumatic hand injury and is progressing smoothly with rehabilitation is in the monitoring phase for the physical recovery, but in the assessment phase for psychological and vocational issues. Sometimes unexpected changes significantly affect treatment and recovery, and case managers need to return to the assessment phase before proceeding. The processes of monitoring, evaluation, and assessment are used over and over to develop a dynamic case management plan that adjusts to changing needs.