Willis-Knighton Health System

Brandi Carter

Inclusive Technology Steward

Brandi Carter started her professional journey as a nurse specializing in solid organ transplants about 12 years ago. After gaining experience in that field, she briefly worked in home health before returning to case management in 2015. Initially, she served as a case manager for the transplant unit, but her career progression led her to a management position. Presently, she holds the role of Director of Care Management and Social Services within a healthcare system comprising five facilities.

What are some of the challenges impacting care management space?

When it comes to care management, most organizations are confronted with two fundamental difficulties. To begin, there is the nationwide shortage of qualified medical professionals, which impacts each and every healthcare system. Another key impediment is the difficulty in facilitating patient transitions to higher levels of care, particularly in regard to Medicare Advantage plans.

In what ways has technology influenced or changed the field of care management?

The technological advancements have significantly improved the automation and efficiency of healthcare processes, including referrals and responses. The transition from paper-based systems to digital platforms has reduced manual labor and sped up communication with facilities. The process of obtaining authorizations and resolving disputes with Medicare plans and insurance companies appears to be largely unaffected by these technological advancements.

“By continuing to demonstrate genuine care and support for patients after they depart the hospital, we contribute to their health and overall satisfaction with healthcare.”

On the other hand, technology has enabled healthcare organizations to track and monitor previously difficult-to-capture aspects of patient care. For instance, the use of electronic systems permits the collection of data on social determinants of health, such as housing and food insecurity, that were previously segmented and more difficult to monitor. This data assists healthcare providers in identifying areas of need and directing their efforts more efficiently.

What are some of your recent project initiatives?

One of the most recent initiatives implemented at my facility involves post-acute follow-up phone calls. Within 24 to 48 hours of a patient's discharge from the hospital, we make it a priority to contact them. The objective of the initiative  is to ensure that patient who have obtained their prescribed medications and comprehend how to take them properly.

In addition, we verify if they have scheduled a follow-up appointment with their physician and, if necessary, help them schedule one. Recognizing that transportation may be difficult for some patients, we consult about their transportation requirements and coordinate services accordingly. For instance, we arrange transportation to follow-up appointments for Medicaid patients with transportation benefits. In addition, we assess the patient's comprehension of the discharge instructions and resolve any concerns by connecting them with their primary care physician. This strategy has produced favorable results, substantially reducing readmission rates and increasing patient satisfaction. By continuing to demonstrate genuine care and support for patients after they depart the hospital, we contribute to their health and overall satisfaction with healthcare.

How do you envision the future of the space?

In the next 12 to 18 months, the care management industry will place an increasing emphasis on socioeconomic determinants of health and prevention of health problems. To address these difficulties, healthcare doctors are increasingly conducting screenings for variables including living conditions. Instead of concentrating primarily on patients while they are hospitalized, more attention is now being paid to community health and tackling healthcare disparities. It is anticipated that this trend in care management techniques would persist and grow.

What would be your piece of advice for budding professionals in the field?

When it comes to medical care, the patients ought to be prioritized first. It's a known fact that it can be challenging to keep up with the ever-evolving laws, regulations, and patient demographics. Despite these obstacles, however, we must never lose sight of our work's ultimate goal: the patients' health and happiness.