CCM - Certified Case Manager Client Advocacy and Engagement Questions and Answers 2

Question 1

When advocating for a client denied a medically necessary service, what is the most effective first approach?

Accepted Answer

Gathering clinical evidence and submitting a peer-to-peer review request

Answer

A peer-to-peer review with supporting clinical evidence allows direct clinical discussion with the reviewing physician.

Question 2

Which engagement strategy is most effective for repeatedly disengaged clients?

Accepted Answer

Conduct a barriers assessment to identify root causes of disengagement

Answer

A barriers assessment identifies root causes such as transportation, childcare, or health literacy issues.

Question 3

What is 'shared decision-making' in client engagement?

Accepted Answer

A collaborative process where client and healthcare team exchange information and deliberate on options

Answer

Shared decision-making is a collaborative process where clients and providers jointly deliberate on treatment options.

Question 4

A client feels unheard by their medical team. How should the case manager respond?

Accepted Answer

Validate feelings and offer to facilitate a meeting between client and care team

Answer

Validating feelings and facilitating improved communication addresses the core issue.

Question 5

Which ethical principle requires case managers to disclose potential conflicts of interest?

Accepted Answer

Veracity and transparency

Answer

Veracity and transparency require disclosure of any conflicts that could affect advocacy.

CCM - Certified Case Manager Exam Practice Test