Simplify Your Work Life: Adaptive Case Management

Does your job deal with claim handling, investigations, patient care, customer complaints, human resources or any other type of event driven task?

Posted by Joe Gerard in on January 10th, 2011

Does your job deal with claim handling, investigations, patient care, customer complaints, human resources or any other type of event driven task? These types of jobs benefit greatly from something called “Adaptive Case Management“. Adaptive Case Management (ACM) has been predicted to be one of the largest content management trends for the coming year. Why all the hype? While adaptive case management may not be the most exciting phrase in the world, ACM software packs a lot of punch for those looking for a solution built around their unique needs. Haven’t heard of the term ACM before? No sweat, here’s a brief overview of what ACM is and how it can help:

What is Adaptive Case Management?

Case management is a fairly broad term and encompasses a lot of different things. ACM is a much more targeted term and takes content management to the next level. ACM is driven by change, as well as the need for up-to-date information that’s accessible 24/7.  The jobs I mentioned above definitely deal with a fair amount of change. For most of those jobs, there’s no one right way to do things, as each case comes with its own set of circumstances and tasks to be completed. The different needs of each case can be hard to manage – and keep track of. This is where ACM comes in to save the day.

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ACM is flexible and intuitive so investigators, claim handlers and other users can easily see what tasks have been completed and what they need to do next. ACM doesn’t limit users – roles and processes can be easily added, removed or altered to meet the changing needs of each individual case. For example, as things come up or new evidence is found, the path your investigation is on is likely to change. ACM allows you to adapt to these changes by adding new people and new tasks to the case file. ACM is important in these types of situations, as it works with you, offering the necessary flexibility for an uncertain environment. Cases can be assigned based on someone’s role in the company, location or area of expertise to make sure the case lands in the hands – or in our case, the inbox; of the best person for the job. Case assignment can be a manual or automated activity – you decide.

An Easier Way Out

Companies continue to try to do more with less and don’t always have the budget to add more people to payroll. As the number of claims, complaints and investigations continue to grow, how are existing staff supposed to manage their workloads?  The people doing the job need to have control of the job – and ACM is just the tool to put control back in their hands. ACM is still a fairly new term for many, but the need for these types of systems has been evident for awhile. In the CMS Wire article “Adaptive Case Management in 2011,” Barb Mosher writes:

“Ukelson sees a focus on the interface. In order to successfully replace email and spreadsheets as the primary tools for knowledge workers, ACM solutions must be easy to use and, at the same time, provide extra capabilities.”

Based on this observation, it seems that ACM is the solution to the question “there needs to be an easier way to do this.”

Joe Gerard
Joe Gerard

CEO, i-Sight

Spend my days showing off the i-Sight investigative case management software and finding ways to help clients improve their investigations. Usually working with corporate security, HR & employee relations, compliance and legal teams.

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