1. Developmental Disability Targeted Case Management
Change required due to billing guideline changes from 1 contact with consumer per month to Encounter Based System

2. Process Established Expectations
Identified Data and designed tools (reports) for monitoring implementation
Communicated need for change to staff
Monitored process to identify where challenges existed
Met with staff on addressing challenges
Continual feedback loop of reports and identification and addressing of challenges

3. Developmental Disability Targeted Case Management
Identified data that needed to be recorded and tracked, such as:
Face to Face Encounters with Client
Face to Face Encounters with Collateral Contacts
Phone Encounters with Consumer and Collaterals

4. Developmental Disability Targeted Case Management
Met with Service Coordination Staff to discuss change in billing and how the Encounter System is a Best Practice to ensure the needs of the consumer are being addressed and met

5. Developmental Disability Targeted Case Management
Developed reports to monitor progress on moving to:
One Face to Face Encounter with Consumer per month
Average of three other Encounters per month
Report tracks Medicaid and Non- Medicaid to monitor potential impact on revenue

6. Challenges Encountered
Case Managers not use to recording all encounters
Getting Case Managers to understand that not all contacts had to be with the consumer
One Supervisor was very vested in the process and made tremendous progress while another supervisor was less vested and the Case Managers showed minimal progress

7. Overcoming Challenges
Training with Supervisor to get on board with process
Additional training with Case Managers to ensure recording all encounters
Reviewed scenarios with Case Managers of potential encounters

8. Overcoming Challenges
Met with Case Managers of less vested supervisor and:
Showed examples of Case Managers meeting the Encounter Standards thus taking away the response of “it can’t be done”
Reviewed their encounter information and addressed barriers such as coordinating travel for visits

9. Where Are We Now?
From September to June Increased Percentage of Current Billings from 72% to 92%

10. Where Are We Now?
Case Managers are actually requesting additional reports to track their progress
Training Case Managers to adjust service codes to meet new billing parameters, such as second face to face with consumer recorded as follow up encounter