Tonya Solis

1. What is the most important thing you do as a case manager to show those you serve that they are at the center of care? I try to remember each person is a unique individual with different needs and should be treated as the individual they are. Every situation is different and we should pay attention to each persons values and preferences. 2. What three things should you always keep top of mind when guiding clients through the current healthcare system? a. We should always remember the healthcare system is ever changing and our patients have a difficult time understanding things are not what they were 26 years ago. (I have been a RN x 26 years) b. Explain things on a level the patient can understand c. We need to understand each patient's situation and what resources they have at their disposal. 3. In a few words, tell us how today's case manager can become a change agent within their organization. They need to have good communication skills and earn the trust of their team. They should be a good listener and take others suggestions to heart. They need to be able to know the instances they can make a difference as well as those they cannot control. 4. What three characteristics do you think are most valuable for those considering a career in case management? 1-Flexibility 2-empathy 3-prioritizing

1. I take a break and go outside and walk for a few minutes to re-charge. 2. Not only being the patient’s advocate but following up to guide the patient and the patient’s family is important. Navigating through the healthcare system these days are not easy and can be very stressful on a patient and their family. Checking with them to see if they have hit any barriers is important so you can assist with overcoming the barriers.