A well-informed case manager can help employees sort through this complexity to watch for supportive treatments that may negatively impact any chronic illnesses. (Image: Shutterstock)
Managing serious illnesses is fraught with difficulties for many employees. And when it comes to something as serious as COVID-19, it can be particularly challenging.
With cases surging across much of the country, more employees will unfortunately contract this virus in the weeks ahead before a vaccine arrives in 2021. This surge has employers asking how they can better meet employees' needs – whether through ongoing education, during a hospitalization, or after a hospital stay.
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We've discovered that managing employee cases is easier – and more cost-effective – for individuals with access to top-tier case management professionals. I recently spoke with front-line case managers to learn more about the most significant COVID-19-related issues employees face and how case managers can help.
And what did I hear back? In a word: advocacy.
In-hospital care coordination
Case managers are primarily working with employees who require hospitalization. Because employees are isolated from family, friends, and even their providers, having an advocate in their corner is critical. Case managers can proactively help with care coordination, education, and clinical monitoring by phone. And while this begins during hospitalization, it also helps employees meet their recovery milestones in the days and weeks following their discharge.
Complexity of supportive treatments
Treating COVID-19 is a complicated undertaking, with continually shifting information that can be challenging to sort through. A well-informed case manager can help employees sort through this complexity to watch for supportive treatments that may negatively impact any chronic illnesses.
For example, individuals with a suppressed immune system often develop more severe complications from COVID-19 because their bodies are already not fully equipped to manage viral illness. In other cases, certain steroids can increase blood sugar even in individuals who have not had an issue controlling their diabetes.
Care after hospital discharge
Case managers have found the most significant needs revolve around coordinating care upon hospital discharge. The high demand for hospital services and the steady stream of incoming patients have made it harder for hospital teams to coordinate care with providers. So, patients can get discharged without set follow-up appointments and supplemental care like oxygen. Providing follow-up care and coordination helps employees reduce the risk for readmission.
Employee education
The final area where case managers see positive outcomes is education, which includes helping employees:
- Monitor for signs and symptoms of worsening conditions
- Identify when to seek treatment
- Learn how to pace themselves during recovery
- Know how to minimize the risk of re-infection while they are immunocompromised
- Take steps to protect their loved ones and others from becoming infected.
This education is essential to avoid readmissions and complications, which in turn helps control costs.
One employee's story
One of our case managers worked with an employee who contracted COVID from his spouse. He's only 50 years old, had no significant past medical history, and ended up hospitalized for ten days due to pneumonia and acute respiratory failure.
The case manager followed up with him at home after his discharge from the hospital. Because the member had just moved to Florida, he had no primary care doctor in the area with whom to schedule a follow-up visit. Also, he was running low on oxygen and unsure how to replenish his supply. And through it all, he was still experiencing symptoms.
The case manager shared a list of in-network providers, reached out to an oxygen supply company, and reviewed his home care measures, so the employee knew what to monitor for and when to reach out to a doctor.
The result? The employee feels better and is weaning his oxygen at home. He's also seeing a local provider.
Results for employees and employers
Supporting employees through each of these scenarios teaches case managers various lessons they can carry forward to other situations. Most important among them; how meaningful it is to support employees and their families during difficult times.
Employees who work with case managers are also reporting more positive experiences. They're giving Net Promoter Scores between 60 and 70. And employers benefit, too. They're saving an average of $8,000 on each COVID-19 case requiring hospitalization.
As this pandemic surges ahead, and more employees contract COVID-19, it will be key for companies to continue to support employees. But, it still all starts with the basics: socially-distance, wash your hands, wear your mask and avoid large gatherings.
Angela Muth is a registered nurse and the executive director of healthcare management for Trustmark Health Benefits.
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