8 MARCH 2026IN MY OPINIONLeading Case Management Through Communication and Systems ThinkingCommunication as the Foundation of Leadership GrowthAs I reflect on my development as a case management leader, one core skill stands out as the foundation of my growth: effective communication. While transparency, teamwork and dedication to patients shape the way I lead, it is communication that enables each of these attributes to function in harmony and create meaningful impact.Communication has been the skill that connects my goals with my actions and the needs of patients with the efforts of the care team. It is through clear, honest dialogue that I cultivate transparency, ensuring that staff feel informed, supported and aligned with organizational expectations. By communicating openly, I help build a culture where challenges are acknowledged early, successes are shared and continuous improvement is embraced.My commitment to teamwork is strengthened by communication as well. Facilitating discussions, encouraging diverse perspectives and creating space for feedback allows the team to collaborate effectively and remain focused on shared outcomes. I've learned that a leader's ability to listen is just as important as the ability to speak--both are necessary for trust, cohesion and forward progress.Above all, communication is the bridge to patient-centered care. By ensuring that patient needs, preferences and barriers are understood by the entire care team, I help support individualized care plans that honor dignity and promote better outcomes. Whether coordinating transitions of care or advocating for vulnerable populations, communication remains essential in aligning all efforts toward what matters most: the well-being of our patients.In many ways, communication has been the skill through which my dedication, integrity and collaborative spirit have taken shape. It has not only guided my leadership journey but also empowered me to create an environment where transparency thrives, teamwork is strengthened and patient care remains at the heart of every decision.Structuring Complex Cases for Continuity and ProgressIt is imperative that a case management leader assists staff in keeping complex patient cases organized and moving smoothly across teams. The case manager's work blends systems thinking, communication and real-time problem solving. Upon admission, an assessment is done to clarify the patient's condition, home atmosphere, set goals, timelines and discharge criteria. The case manager leads the team in interdisciplinary rounds daily, as well as care conferences. They translate medical decisions into operational next steps. The case manager must anticipate delays and conflicts and address them quickly, offering resolutions to prevent delays. The CM also monitors milestones, keeping the team on track for discharge coordination. They plan next steps, home versus rehab, equipment, medications, follow-up appointments and home services. CMs also address social determinants of health issues, such as housing or food insecurity, transportation gaps or language barriers. They engage social work and community services and act as patient advocates. The CM must keep non-medical barriers from stalling the medical progress of admission. The patient and family must be kept informed and aware of the next steps in the planning process. When necessary, it is imperative that the CM escalate issues to administration if conditions such as the patient being By Alison Boone, MSRN, CCM, Director of Case Management, Mass General BrighamAlison Boone
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