Case Managers Are the Coaches of Health Care

It’s football season, and many eyes are glued to the TV on Saturdays and Sundays to see who’s going to win. We love our teams, and we want them to succeed. In a very real sense, football and health care are similar.

You need to move forward, and you are often up against the clock. Every member of the team must be at the top of their game, or the effort can unravel. Progress comes through incremental efforts strengthened by communication and practice. People rely on one another, and the person counting on the health care team—the member—is anxious for a victory. Although each player has a degree of autonomy, the coach carries much of the burden of bringing the team together.

For many members receiving Medicaid services, the case manager is that coach. Instead of thousands of fans hoping for success, there is a member who may be sick, elderly, or in great personal need. That is why it is vital for case managers to have dependable teammates, from home care to nutrition, transportation to durable medical equipment, or DME.

Mistakes by any provider create additional burdens for the case manager and disappoint the member. Problems can also diminish the confidence a member has in their case manager and the entire program. Every provider’s performance matters because every provider represents part of the same care team.

Like football, health care operates within financial limitations. But the best teammates keep their focus on delivering the highest quality service they can. They care about the people depending on them, and they want to be the best at what they do.

We know what that means at SurfMed. We judge ourselves by how well we support our health plan partners and case managers. We have always said that we work for case managers because, like coaches, they have one of the hardest jobs in their field. They must understand a wide range of needs, respond quickly, and make good decisions while coordinating the work of others.

As a DME partner, SurfMed’s role is to support that team approach to care. When case managers turn to us for a member’s equipment or supply needs, our responsibility is to do our part, communicate clearly, and help keep care moving forward. Our work should support the case manager’s efforts and the member’s confidence in the team.

For all of us, every need met is another first down. Every action that helps prevent a worsening condition is a score. In football, success is measured by wins. In care management, a win can mean helping someone remain safely at home, more comfortable, and better supported.

Like any good coach, you see the full impact of your work by looking back over time. Your confidence grows from the effort and consistency of your team. When choosing providers, look beyond promises. Seek professional, established partners whose actions demonstrate that they understand your responsibilities and the needs of your members.

A member’s health is never a game, but the lesson in teamwork still applies: assemble a strong team and work together to deliver the best care possible.

As you watch football this fall, let the players remind you of the importance of a full team approach—and of the victories your care coordination helps deliver every day. At SurfMed, we are proud to be part of your team.