The Case Management approach assumes that clients with complex and multiple needs will access services from a range of service providers and the goal is to achieve seamless service delivery. This assumption highlights that the concept of Case Management is based in service provision arrangements that require different responses from within organizations and across organizational boundaries. Case management is described as a boundary spanning strategy to ensure service provision is client rather than organizationally driven.
Case Managers provide the coordinating and specialist activities that flow from the particular setting, program and client population. However it is usual to identify the following process as core to Case Management: screening, assessment/risk management, care planning, implementing service arrangement, monitoring/evaluation and advocacy.
Where is Case Management used?
Case Management has been adapted to a wide range of settings including community care for the aged, and people with disability and mental health issues; acute health settings; injury management and insurance related areas; correctional services; court systems; in the management of chronic health conditions; child and youth welfare; at risk populations in schools; managed care and employment programs.
Who are the Case Managers?
Human service, health and allied health professionals, people with experience in the particular sector where Case Management is implemented, administrative staff designated to the role.
Tuesday, December 30, 2008
Monday, December 29, 2008
Case Management-1
The principles that underpin Case Management are individualized service delivery based on comprehensive assessment that is used to develop a case or service plan. The plan is developed in collaboration with the client and reflects their choices and preferences for the service arrangements being developed. The goal is to empower the client and ensure that they are involved in all aspects of the planning and service arrangement in a dynamic way.
The Case Manager coordinates the process, consulting informal careers and key service providers to ensure that the plan is developed appropriately, clearly contracted and monitored for effective and financially accountable service provision based on specified and desired outcomes. The case manager and the organization are expected to maintain quality in service provision for individual clients and the wider target population. Online blinds shops who are selling roller shades and woven wood shades for them cash management is very much important as they are doing online business.
In clinical settings the case manager may also provide specialist services to address particular needs of the client. The Case Management approach assumes that clients with complex and multiple needs will access services from a range of service providers and the goal is to achieve seamless service delivery. This assumption highlights that the concept of Case Management is based in service provision arrangements that require different responses from within organizations and across organizational boundaries.
The Case Manager coordinates the process, consulting informal careers and key service providers to ensure that the plan is developed appropriately, clearly contracted and monitored for effective and financially accountable service provision based on specified and desired outcomes. The case manager and the organization are expected to maintain quality in service provision for individual clients and the wider target population. Online blinds shops who are selling roller shades and woven wood shades for them cash management is very much important as they are doing online business.
In clinical settings the case manager may also provide specialist services to address particular needs of the client. The Case Management approach assumes that clients with complex and multiple needs will access services from a range of service providers and the goal is to achieve seamless service delivery. This assumption highlights that the concept of Case Management is based in service provision arrangements that require different responses from within organizations and across organizational boundaries.
Case Management
Case management is a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual’s health needs through communication and available resources to promote quality cost-effective outcomes.
The definition of case management notes the focus upon the meeting of a client’s health needs. Within the Australian context, case management can be placed within a social model of health. This framework allows for the client and case manager to work on the various aspects of the client’s life that influence the client’s health. A social model of health is described as: A conceptual framework within which improvement in health and well-being are achieved by directing efforts towards addressing the social and environmental determinants of health, in tandem with biological and medical factors.
First and foremost Case Management is a service delivery approach now widely adopted across diverse settings in the human services and health sectors. The best practices in Case Management require organizational arrangements to support service delivery, staff who have been trained for the approach and its application to the particular practice setting and strategies to ensure that the organization can be responsive to evidence from practice and advocate for systemic and policy change to support service delivery.
The definition of case management notes the focus upon the meeting of a client’s health needs. Within the Australian context, case management can be placed within a social model of health. This framework allows for the client and case manager to work on the various aspects of the client’s life that influence the client’s health. A social model of health is described as: A conceptual framework within which improvement in health and well-being are achieved by directing efforts towards addressing the social and environmental determinants of health, in tandem with biological and medical factors.
First and foremost Case Management is a service delivery approach now widely adopted across diverse settings in the human services and health sectors. The best practices in Case Management require organizational arrangements to support service delivery, staff who have been trained for the approach and its application to the particular practice setting and strategies to ensure that the organization can be responsive to evidence from practice and advocate for systemic and policy change to support service delivery.
Thursday, December 25, 2008
Case Manger-2
As a part of our talk on case management, we have already talked on reduce costs and increase profits and customer experience. Today we are going to discuss on two more factor of case manager those are Manage to Facts and Enhancement Requests
Manage to Facts
Dashboards and reports provide agents with real-time reporting that helps with queue management and operational statistics such as time-to-call, escalations, deflections, SLA adherence, call resolution, etc. Analytics and business intelligence provide management and executives key data to drive continued operational efficiencies and trending to better understand call satisfaction, customer satisfaction, employee satisfaction, and financial indicators. For example, a company who made roller shades, woven wood shades, blinds- for them customer data and customer satisfaction is key factor in their success. They are going to get new business from their old customers’ references. For them to keep their customer record update and maintain is most important part.
As an add-on to any CRM software or CRM solution, Case Manager reporting solutions provide up-to-the-minute status reports through on-demand and scheduled web reporting to give you the ability to perform multi-dimensional analysis and time-based or "trend" reporting.
Track Bugs, Defects and Enhancement Requests
With separate QA/Work Ticket functionality and comprehensive tracking capabilities, you can enable your service and support teams to proactively present and escalate product or service quality issues by categorizing, prioritizing and assigning product defects and service issues for resolution. Use customer input to prioritize activities and automate response mechanisms to inform customers of resolutions to issues they've highlighted.
Manage to Facts
Dashboards and reports provide agents with real-time reporting that helps with queue management and operational statistics such as time-to-call, escalations, deflections, SLA adherence, call resolution, etc. Analytics and business intelligence provide management and executives key data to drive continued operational efficiencies and trending to better understand call satisfaction, customer satisfaction, employee satisfaction, and financial indicators. For example, a company who made roller shades, woven wood shades, blinds- for them customer data and customer satisfaction is key factor in their success. They are going to get new business from their old customers’ references. For them to keep their customer record update and maintain is most important part.
As an add-on to any CRM software or CRM solution, Case Manager reporting solutions provide up-to-the-minute status reports through on-demand and scheduled web reporting to give you the ability to perform multi-dimensional analysis and time-based or "trend" reporting.
Track Bugs, Defects and Enhancement Requests
With separate QA/Work Ticket functionality and comprehensive tracking capabilities, you can enable your service and support teams to proactively present and escalate product or service quality issues by categorizing, prioritizing and assigning product defects and service issues for resolution. Use customer input to prioritize activities and automate response mechanisms to inform customers of resolutions to issues they've highlighted.
Sunday, December 21, 2008
Case Manager - 1
Reduce Costs and Increase Profits
Alleviate call center costs and reallocate resources for escalation priority by enabling customers and partners to solve their own issues directly on your web site. Customers can ask questions, initiate a chat session or submit online service inquires over the web. You can quickly respond to the service inquiries and notify customers via e-mail of any changes in status. And if their service needs escalated, they can update their service request in real time.
Ensure the quality of every interaction and increase the likelihood of cross-sell or up-sell activity by embedding intelligence directly into the call scripts that will guide your customer service/support agents. Inserting the proper business logic into your processes helps ensure that you are covering all the bases and getting maximum value out of every interaction.
Empower Your Agents for Better Customer Experience
Streamline your processes to decrease the number of systems that a user has to consciously touch to complete an activity. Turn complicated workflows into basic end-to-end sequences so that all users consistently follow your business processes from day one. Fewer systems and simpler workflows equate to reduced training time and cost. Computer Telephony Integration (CTI) generates screen-pops on the desktop to present customer details before you take the call, ensuring the customer service experience is seamless and timely.
Alleviate call center costs and reallocate resources for escalation priority by enabling customers and partners to solve their own issues directly on your web site. Customers can ask questions, initiate a chat session or submit online service inquires over the web. You can quickly respond to the service inquiries and notify customers via e-mail of any changes in status. And if their service needs escalated, they can update their service request in real time.
Ensure the quality of every interaction and increase the likelihood of cross-sell or up-sell activity by embedding intelligence directly into the call scripts that will guide your customer service/support agents. Inserting the proper business logic into your processes helps ensure that you are covering all the bases and getting maximum value out of every interaction.
Empower Your Agents for Better Customer Experience
Streamline your processes to decrease the number of systems that a user has to consciously touch to complete an activity. Turn complicated workflows into basic end-to-end sequences so that all users consistently follow your business processes from day one. Fewer systems and simpler workflows equate to reduced training time and cost. Computer Telephony Integration (CTI) generates screen-pops on the desktop to present customer details before you take the call, ensuring the customer service experience is seamless and timely.
Wednesday, December 17, 2008
Case Manager
Optimize Your Customer Experience
Case Manager is a comprehensive case management/incident management software solution designed to help you optimize the customer experience.
Become more efficient by automating complex and multi-faceted customer service and customer support processes that will increase first call resolution, reduce redundancy, decrease training requirements, increase employee satisfaction and transform your service and/or support center into a profit center. Convert every touch into a personalized customer experience by empowering your agents with information and a consistent approach.
Turn Complexity into Simplicity
Define and deploy sophisticated customer interaction strategies across all channels. Based on products, skill sets, agent availability, or Service Level Agreements, make your service team more effective by creating a guided experience that solves every issue quickly and easily. Roller shades blinds and woven wood shades blinds company are having very good user manuals and tips which help buyer how to install and fix the. Use notifications to ensure no call gets lost and your customer is kept up-to-date. With Case Manager, you can manage the customer experience across channels to provide a consistent and eloquent customer experience.
Configuration tools allow you to quickly create, manage and update unique workflows for the most complex service and support situations. With the ability to manage multiple relationships, issues, and products, Case Manager can make challenging resolution processes simple and consistent every time. Ensure you stay competitive by managing and updating processes more efficiently. More…
Case Manager is a comprehensive case management/incident management software solution designed to help you optimize the customer experience.
Become more efficient by automating complex and multi-faceted customer service and customer support processes that will increase first call resolution, reduce redundancy, decrease training requirements, increase employee satisfaction and transform your service and/or support center into a profit center. Convert every touch into a personalized customer experience by empowering your agents with information and a consistent approach.
Turn Complexity into Simplicity
Define and deploy sophisticated customer interaction strategies across all channels. Based on products, skill sets, agent availability, or Service Level Agreements, make your service team more effective by creating a guided experience that solves every issue quickly and easily. Roller shades blinds and woven wood shades blinds company are having very good user manuals and tips which help buyer how to install and fix the. Use notifications to ensure no call gets lost and your customer is kept up-to-date. With Case Manager, you can manage the customer experience across channels to provide a consistent and eloquent customer experience.
Configuration tools allow you to quickly create, manage and update unique workflows for the most complex service and support situations. With the ability to manage multiple relationships, issues, and products, Case Manager can make challenging resolution processes simple and consistent every time. Ensure you stay competitive by managing and updating processes more efficiently. More…
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