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

Filing a formal grievance immediately

Answer

Advising the client to seek a second opinion

Answer

Contacting the media

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

Discharge them for non-compliance

Answer

Increase reminder call frequency

Answer

Assign a different case manager

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

The case manager and insurer jointly decide treatment

Answer

The family makes decisions for the client

Answer

Physicians vote on the best approach

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

Tell the client doctors are busy

Answer

Suggest finding a new doctor

Answer

Document the complaint and take no action

Question 5

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

Accepted Answer

Veracity and transparency

Answer

Beneficence

Answer

Justice

Answer

Non-maleficence

Question 6

How should a case manager engage a client resistant to treatment due to cultural or religious beliefs?

Accepted Answer

Explore beliefs respectfully, provide culturally sensitive education, and seek compatible alternatives

Answer

Insist on the evidence-based recommendation

Answer

Document refusal and close the case

Answer

Ask a religious leader to convince the client