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Care Coordination (CC) assists members and their families with complex needs
Care is member-centered, family-focused, and culturally competent.
CC assists in locating services to meet the health and social needs of the member.
The CC team is comprised of Medical and Behavioral Health Clinicians and Health Coordinators
Collaboratively with the member, Medical CC, Behavioral Health CC and the inter-disciplinary care team (ICT) develop a plan of care.
The ICT may include a variety of professionals: Natural supports
Family members
Community members
Medical and Behavioral Health Providers
Importance of early alerts is essential to reduce crisis
Communication is a key to success!
Care Coordination helps ensure the member’s needs are identified and addressed: The identified CC is members’ single point of
contact
Coordinating care with members and locating providers to meet their needs
Assisting with coordination of medical and behavioral health services;
Health Risk Assessment (HRA) Telephonic HRA 30 days of their
enrollment during transition (Steady State HRA’s will be initiated within 10 days)
Stratification of medical and social risk
Low (Level 1)
Wellness and education
Telephonic outreach
Ongoing monitoring for continued need
Moderate (Level 2) or High (Level 3)
Comprehensive Needs Assessment (CNA)
Telephonic and Face to Face Communication
Coordination of needed services
Communication with ICT
The Comprehensive Needs Assessment (CNA) Face to Face In home setting if at all possible The CNA is collaborative effort which might
include: Member’s, providers, School, Homemakers,
families, in home and out of home services and others that are part of the Member’s life
A new CNA will be completed if there is a change in member status Series of questions that identify areas of
need CNA helps develop a Care Plan to address
identified needs LTSS the Care Plan must be approved by the
BCBSNM LTSS UR department.
PCP’s and Members will have a copy of their care plan
Care Coordination Details
Contact the member on an ongoing basis Telephonically
Face to Face .
Communicate with PCP’s, and other members of the ICT team on an ongoing basis.
Reassessments as required or whenever the member’s needs have changed.
Communication with Providers and community agencies are important for success.
Native American Options Native American Care Coordinators
are available upon request. If a Native American Care
Coordinator is not available, a Community Health Worker will be present for all in-person meetings with you and a non-Native American Care Coordinator. Blue Cross Community Centennial
facilitates a language translation service called “Language Line”. The provider's staff will need to contact customer service and request this service at 1-866-689-1523.
Concerns that would prompt outreach to CC Concerned that a patient is not
medication compliant Death in family Unaddressed Medical/Behavioral issues Untreated substance abuse needs Disengagement Social Concerns Concerns regarding Self Directed
Community Benefits For questions regarding the Care
Coordination services, contact Case Management Programs at
1-888-349-3706.
Medically/Behaviorally Complex
Members will be assigned a Complex Care Coordinator Those in need of Transplants
Those with Co-Occurring needs
High Risk pregnancies
Frequent ER visits
Care Coordination and Early Intervention (CCEI)
Goal: To decrease readmission rates and avoidable ER visits
Proactive CC for High Risk surgical procedures.
Longitudinal CC
Members with chronic conditions that are not stable and/or complex social issues
Complex Care Coordinator
Assist medical CC with complex cases.
Independently licensed clinicians who are board Certified Case Managers.
For questions regarding the BCBSNM Community Care Coordination services, contact Case Management Programs at 1-888-349-3706.
Blue Cross Community Centennial Care offers a variety of disease management programs for our members.
These Include :
• Diabetes • Metabolic Syndrome • Cardiac Clusters • Musculoskeletal
Leading Indicators (includes Low Back Pain)
• COPD - Chronic Obstructive Pulmonary Disorder
• CHF – Congestive Heart Failure
• CAD ( Coronary Artery Disease)
• Depression • Alcohol/Substance
abuse disorders • Anxiety/panic
disorders • Bipolar disorders • Eating disorders • Schizophrenia and
other psychotic disorders
• Special Beginnings Maternity Program
Condition Management
Automatically enrolled.
Can opt out Receive mailings pertinent to their
condition(s) and care gap outreach.
Access to Emmi Solutions and Care on Target programs and tools.
The 24/7 Nurse Advice line also has hundreds of recorded wellness sessions that can be accessed. 24/7 Nurseline 800-973-6329.
CareKits for chronic conditions.
Outreach from a nurse or social worker.
Condition Management services from their Care Coordinator if appropriate.
If needed CC will facilitate intensive Condition Management services.
Examples of this type of provider would be: A Community Health Worker
A Certified Diabetes Educator
A Patient Centered Medical Home who offers classes
A Senior Center who offers classes
PCP- Lock in
Utilization of unnecessary and duplicative services
PCP or attending physician, must approve PCP lock-in for the member.
The PCP can request a PCP lock-in for a member who is seeing multiple providers for the same services.
A PCP lock-in can be done for more than one provider if indicated.
Pharmacy Lock-In
Utilizing more than one pharmacy when prescription non-compliance
Drug-seeking behavior is identified or suspected.
The PCP can request a pharmacy lock-in
The BCBSNM Case Manager, pharmacist and medical director jointly monitor the members who are in the PCP/pharmacy lock-in process,
Coordinate with the PCP and the pharmacy
Report on these members quarterly to HSD.
Community Social Services Program
Identify community resources for the Members in need, for example: Access to food bank resources for
members.
Connect with housing and transportation resources.
Identify local resources so members are able to access services locally from people that know their language, customs, and history.
Connecting with the Provider One or Social Service Program when: A patient is in need of social assistance.
Need help finding a specialist for a patient referral.
Need assistance in locating community resources for their patients.
Communicating with the Care Coordinator:
Providers will receive a copy of the Care Plan with the name of the Member’s Care Coordinator with his or her direct phone line.