I have over three years of experience in telephonic case management, primarily in the healthcare sector. I've successfully managed a caseload of 50+ patients, coordinating care plans, scheduling appointments, and providing ongoing support via phone. My role required strong communication skills to ensure patients understood their treatment plans and to address any concerns they had promptly.

I prioritize tasks based on urgency and impact on patient care. I start by reviewing all incoming messages and calls to address any immediate needs. Then, I focus on scheduling appointments and follow-ups for the week, ensuring all patients are on track with their care plans. I also use tools like calendars and task lists to keep track of deadlines and responsibilities.

To maintain patient engagement, I ensure my calls are structured but flexible, allowing time for patients to express their concerns. I use active listening techniques, such as paraphrasing and summarizing, to show I understand their issues. Additionally, I follow up regularly and provide clear, concise information to keep them informed and involved in their care.

Handling difficult conversations requires empathy and clear communication. I start by acknowledging the patient's feelings and concerns without judgment. Then, I provide factual information and possible solutions, encouraging the patient to participate in finding a resolution. I also ensure to document the conversation accurately for future reference and continuity of care.

One challenging case involved a patient who was non-compliant with their medication regimen. Through regular phone calls, I built a rapport with the patient, understanding their reluctance stemmed from cost concerns. I connected them with financial assistance programs and explained the long-term benefits of adherence, which significantly improved their compliance and health outcomes.