**Presented at the 2023 CMSA Annual Conference**
*** RN and CCM credits ***
In this post pandemic world, the emergence of technology has transformed healthcare. The Digital Care Management (DCM) model leverages technology to meet increasing consumer demand for enhanced interoperability options when engaging with their healthcare team. This is accomplished by leveraging technology such as a secure mobile app to enable the case management team with an interface that crafts a curated member-centric experience through asynchronous chat functionality supplemented with daily digital interactions and health education opportunities. Member engagement interactions within the app are reinforced via encouragements and surveys to track progress as well as empower development self-management skills using their preferred modality of communication. This daily digital touchpoint permits case managers to meet members where they are, while allowing the member to work at their own pace resulting in enhanced engagement experience for members who may otherwise be reluctant to engage in case management services.
OBJECTIVES:
- Recognize the enhanced member experience with member-centric care programs designed to support their specific care needs through their digital modality preference.
- Identify how leveraging technology to enhance the case manager experience will address challenges in workforce development, support stability, and implement strategies that address workload management.
- Describe how all members of the care team can deliver patient-centered care in an increasingly diverse environment leveraging the member's preferences. Implementing technology helps sustain collaboration with the member and their care team thereby accelerating member education and self-management.
