Source: CMSA Today
By Donna Todd, MSN, RN-BC, CCM
As I was thinking about leadership and case managers, the first thought that I had was, do all case managers see themselves as leaders? I hope everyone said “absolutely.” For those of you who said “no,” did you say that because you don’t have a formal title? Some of the best leaders do not have a formal title!
According to CMSA’s 2022 Standards of Practice, “Case managers are healthcare professionals who serve as patient advocates to support, guide and coordinate care for patients, families, and caregivers as they navigate their health and wellness journeys.” (2022). When I think of what a leader does, leaders serve as advocates and support their profession, their teams and their company. Guiding people and helping to mentor and teach others are a large part of what a leader does. What a leader and a case manager are teaching/leading may look different, but it is still leading.
So now that hopefully we all agree that all case managers are leaders, what are some of the qualities that case managers and leaders need? I’m sure you have all thought about people who you felt were great leaders and the qualities that made you feel that way. In doing a Google search (yes, doesn’t everyone do that?), I found an article on HealthStream.com, “What Skills are Best for Healthcare Case Management?” (2021). As you read through this list, think about how these relate to leaders and to case managers. Knowledge, Communication, Time Management, Problem-Solving, and Organization are the top skills listed. That sure sounds like a leader to me! I do have to chuckle though, because in this day and age, don’t all healthcare professionals need to have time management and organizational skills? There is always more to get done than hours in the day!
One quality that was not on the list is that of flexibility or adaptability. Do you have a “to do” list, but then you get to work, and your day does not go as you envisioned it or planned it? A new admission, a patient who is having a bad day and just needs to talk, and the list goes on. Does this make you frustrated or do you “go with the flow”? Being able to adapt or pivot helps to decrease the frustration.
Another quality that I feel is very important for both leaders and case managers is positive energy. Work is hard. Life is hard. We can face it with a negative, everything-is-terrible attitude, or we can be optimistic and positive. In Jon Gordon’s book The No Complaining Rule: Positive Ways to Deal with Negativity at Work, he talks about just that and if we look for the negative, that is what we will see, but if we look for the positive, guess what, we will see the positive. There is always something to be grateful for, and sometimes we just need to look for it! Another book by Jon Gordon, The Energy Bus: 10 Rules to Fuel Your Life, Work and Team with Positive Energy, shares an action plan for your Energy Bus, which ends with “Remember, you have only one ride through life so give it all you got and enjoy the ride” (Page 164).
As is always the way, when I was thinking about leadership, an article appeared on LinkedIn that resonated with me. It is written by Ken Hofstetter and is titled “Are You a Warm, Cozy Blanket?” Ken was thinking about some wonderful childhood memories, and he thought “What kind of memories do I create for those around me? Am I the warm, cozy blanket in someone’s cold, blustery day?” (2024). That made me pause. Aren’t case managers seeing patients on their coldest and darkest days? What kind of a memory am I leaving them with? Am I patient, kind, compassionate and helpful or am I impatient, or multitasking and not giving them my full attention?
As I was writing this, it made me think back to some of the best leaders I have had the pleasure to work with. The person that I remember the most was a staff nurse. She also took three new graduate nurses (yes, you read that right), under her wing as we started our nursing careers. You will notice I didn’t say our first job, I said career. She loved being a nurse, loved the patients and wanted us to succeed. What did she do that was so special? She had positive energy! She was patient, supportive and believed that we would all succeed. And we did!
When I had the privilege a few years ago to speak at a nursing school graduation, I thought about how I wanted to present myself and to “lead” these new graduates. Talk about pressure! I wanted to make sure that I shared the same positive energy that my very first preceptor shared with me and to stress to them that nursing is not just a job but a profession. I hope I was able to convey that to them.
So, let’s go back to the first question that I asked? Do all case managers see themselves as leaders? I hope everyone said “Yes” and that it made you think about some of those great leaders you were fortunate to work with and learn from.
References
Case Management Society of America. (2022). CMSA Standards of Practice for Case Management. https://www.cmsa.org/SOP.
Gordon, J (2007). The Energy Bus: 10 Rules to Fuel Your Life, Work and Team with Positive Energy. John Wiley & Sons, Inc.
Gordon, J (2008). The No Complaining Rule: Positive Ways to Deal with Negativity at Work. John Wiley & Sons, Inc.
HealthStream. (2021). What Skills are Best for Healthcare Case Management? https://www.healthstream.com/resource/blog/what-skills-are-best-suited-for-case-management
Hofstetter, K. (2024). Are You a Warm, Cozy Blanket. Are You A Warm, Cozy Blanket? (linkedin.com)
Donna Todd, MSN, RN-BC, CCM, is a board-certified case manager in the managed care industry. Donna holds an Associates, Bachelor’s and a Master’s of Science in Nursing as well as an Advanced Practice Nurse Educator Certificate with a concentration in Client/Staff Education from Otterbein University in Westerville, Ohio.
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