Page 38 - IMG JumpStart Employee Onboarding Manual. Draft 1_Neat

Case Management

Standard Operating Procedure

Type of SOP: As a Case Manager, you are to ensure that each patient that comes into your care, is taken cared
from start to finish, regardless of the scenario. Below is a step-by-step check list that you should follow to ensure
that you are hitting all the key points to ensure the patients ultimate satisfaction and complete care. Once the
patient is assigned to a Case Manager, that patient becomes the responsibility of that case manager to include
making sure the patient remains in care by conducting follow up telephone calls, checking on medication side
effects or problems, any needed referrals (i.e. mental health, Ryan White, community resources such as food
banks, shelters etc.)

Purpose: To improve the health, wellbeing, and satisfaction of patients living with chronic and complex diseases Such
as HIV / AIDS and or Hepatitis C; monitor patient compliance with current disease specific clinical guidelines; educate
patients and their families on their specific disease processes, and provide ongoing assessment, monitoring, and re-
evaluation of health related needs.

Protocol/Procedure

Based on the patient’s reason for their visit, you will choose from the following scenarios:

1. Patient comes in for HIV/PrEP testing:
a. If they do NOT have medical insurance, hand them the following forms to fill out:
i. Case Management Form
ii. Medical History Form
iii. Patient Assistance Application
iv. Income Letter
b. If they HAVE medical insurance, hand them the forms to fill out:
i. Case Management Form
ii. Medical History Form

2. Patient comes in for HEP-C testing:
a. If they do NOT have medical insurance, hand them the following forms to fill out:
i. Case Management Form
ii. Medical History Form
iii. Hepatitis Risk Assessment Form (DOH Required Form)
iv. Life & Health Insurance Form
b. If they HAVE medical insurance, hand them the forms to fill out:
i. Case Management Form
ii. Medical History Form
iii. Hepatitis Risk Assessment Form (DOH Required From)

While the patient is filling out the forms, take their ID (license, state ID, passport, etc.) and medical insurance
card, if applicable, and make a copy for their chart. Once everything has been completed properly, put all forms
and copies of their ID/s in their folder and walk them into the lab. Once in the lab, you will continue with the
follow steps:

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