Funder: California HealthCare Foundation and The SCAN Foundation

January 14, 2015 | Webinar

Health plans play an important role in integrated care programs for Medicare-Medicaid enrollees by providing the care coordination and care management that are essential to delivering person-centered care. The health plan staff responsible for providing these services must have a unique set of qualifications and training to meet members’ diverse social service and medical needs.

This invitation-only webinar for California’s Medi-Cal health plans highlighted strategies for hiring and training care managers in integrated care programs. Speakers included staff from the Center for Health Care Strategies and representatives from a health plan with experience operating a managed long-term services and supports program and a Dual Eligible Special Needs Plan for Medicare-Medicaid enrollees.


I. Introduction

Speaker: Carolyn Ingram, Senior Vice President, CHCS

Ms. Ingram described CHCS’ recent project to identify effective strategies for the hiring and training of care coordinators/care managers in MLTSS and integrated care programs serving Medicare-Medicaid enrollees.

II. How Are Experienced Integrated Health Plans Training Their Care Coordinators/Care Managers?

Speaker: Brianna Ensslin, Program Officer, CHCS

Ms. Ensslin gave an overview of 10 strategies for health plans developing or refining care coordinator/care manager training programs, informed by project interviews. She provided examples of health plan strategies to develop and maintain care coordinator/care manager teams effective at meeting diverse member social and medical needs.

III. Advice from the Field: How Supporting Care Coordinator/Care Manager Staff Leads to More Effective Member Engagement

Speakers: Brooke Boswell, Product and Implementation Manager and John Cole, Chief Operating Officer, Shared Health, Tennessee

Ms. Boswell and Mr. Cole explained Shared Health’s strategies for care coordinator/care manager training and highlight suggestions of how other plans can use these tips to more effectively train these staff. Ms. Boswell and Mr. Cole described Shared Health’s support centers and how they promote enhanced staff-member relationships. Speakers also discussed training to safely deliver in-home care coordinator/care manager services.