Delegating and outsourcing are essential skills for case managers who want to optimize their time and resources. But how do you decide which tasks to delegate and which to outsource in case management? In this article, we'll share some tips and best practices to help you make smart choices and avoid common pitfalls.
Delegation and outsourcing are often used interchangeably, but they have different meanings and implications. Delegation is the process of assigning tasks or responsibilities to someone else within your organization, such as a colleague, a subordinate, or a supervisor. Outsourcing is the process of contracting tasks or services to an external provider, such as a freelancer, a consultant, or a vendor. Both delegation and outsourcing can help you save time, reduce costs, and improve quality, but they also involve some risks and challenges.
My experience as case manager was primarily with the SMI population in an outpatient clinic setting. As for my experience there was not an option to delegate unless it was a team member covering for you. Case managers do a lot of coordination of care which could be seen as outsourcing. As a case manager your goal is to aid in meeting the client's need by connecting them to the right resources & services. Ensuring they see the doctor, take their medications, see the nurse as needed, helping them with housing, refer to counseling, peer support, day programs etc. Connecting the client to key resources or services to aid in meeting their needs & ultimately maintaining their recovery whether by outsourcing or delegation is important.
In my experience delegation is not a significant responsibility of case managers. Outsourcing as defined here is a common activity although I would not use the term outsourcing. Case managers , help to manage the health needs of unique individuals. Assessment, collaboration and the creation of linkages between client and providers are tasks case managers perform. Case managers need to preform the tasks not delegate them.
As a high-risk case manager with a 100+ caseload and 150+ providers to support, delegation of non clinical tasks is essential. MAs and LPNs support the case managers and follow up on DME, referrals to specialists and home health etc. Outsourcing is more like referring within our community resource network in my experience. I remain responsible for the patients but my role is focused on getting their needs met and that often requires additional services not provided by the organization. Outsourcing implies that responsibility is transferred and that is never the case with my patients.
I'm not sure that this definition is actually relevant. It does not resonate with my experience of working with locating and ensuring services for people.
Delegating and outsourcing can be incredibly useful for case managers, allowing them to free up their time and energy for more important tasks. It also enables them to leverage the skills, expertise, and experience of others who can do the job faster, better, or cheaper. Furthermore, delegating and outsourcing can increase productivity, efficiency, and effectiveness by focusing on core competencies and priorities. It can also enhance flexibility, scalability, and innovation by accessing a wider pool of talent and resources. Finally, it provides an opportunity to develop team members, partners, and stakeholders by empowering them, trusting them, and providing feedback and support.
Delegation and outsourcing can also be a means of helping the client build multiple supportive relationships, to help them keep meeting their goals even after our case management has ended.
Delegating and outsourcing tasks come with potential risks and drawbacks, such as losing control, visibility, and accountability over the tasks or outcomes. Communication, coordination, and collaboration issues may arise with the people or parties involved. Quality, security, or compliance standards could be compromised if the tasks are not done properly or ethically. Your reputation, credibility, or relationships could be damaged if the tasks are not delivered on time, within budget, or according to expectations. You may also miss out on learning opportunities, personal growth, or career advancement if you delegate or outsource too much or too often.
As the delegator, you will be the one who is ultimately responsible for the results of delegating and/or outsourcing tasks. Therefore, delegating and outsourcing should be done only to trusted individuals or agencies that you know are properly trained and qualified to perform the tasks. Request proof of any necessary licensing or certifications before work is assigned. Don't be afraid to get things in writing! A written contract or employment agreement with details such as project timelines, payment expectations, and confidentiality agreements can make for much clearer expectations and smoother client relationships.
When it comes to deciding what to delegate and what to outsource in case management, there is no one-size-fits-all answer. However, some general guidelines can assist in making informed decisions. Routine, repetitive, or administrative tasks, such as data entry or filing, can be delegated. Tasks that are within the scope, skill, and authority of your team members, such as research or documentation, can also be delegated. Furthermore, delegating tasks that can help your team members learn or grow can be beneficial. Specialized, complex, or technical tasks should be outsourced; this includes accounting and legal work. Additionally, tasks outside of your core competencies or resources should be outsourced; this could include marketing or design. Lastly, temporary, seasonal, or project-based tasks should be outsourced; for instance event planning or website development.
Scope of practice drives delegation for efficiency and productivity. On a team practicing case management, the best and most efficient services are provided when all team members are functioning to the maximum extent within their scope and are allowed to focus on those duties within their scope as well. Collaboration within the team ensures proper delegation and follow up.
When delegating and outsourcing tasks in case management, it’s important to do it effectively for the best results. You should define the tasks clearly, including objectives, deliverables, deadlines, and budgets. Choose the right people or parties to delegate or outsource to based on their skills, experience, availability, and reliability. Communicate expectations and requirements clearly and consistently using the appropriate channels and tools. Additionally, monitor progress regularly while providing feedback and guidance as needed. Lastly, recognize and reward efforts and achievements of the people involved and celebrate successes. By following these tips and best practices, you can make smart choices and optimize your time and resources.