Incorporating a Non-Clinical Care Team Member to Tackle High-Risk Patient Challenges

Massachusetts General Hospital: Community Resource Specialist

Social and caregiver issues, poor resource coordination, and transportation barriers frequently confound high-risk patient care plans. These challenges translate into lost clinician time, inappropriate service utilization/duplication, and less than ideal clinical outcomes. To meet these challenges, some organizations are instating dedicated non-clinical personnel within primary care to handle non-clinical patient requests. Massachusetts General Hospital has created the community resource specialist (CRS) position, a non-clinical member of the primary care team, to mitigate this problem.

The MassGeneral Care Management program has been participating in the CMS Care Management for High-Cost Beneficiaries demonstration since 2006. Through care innovations such as the CRS, the program reached a seven percent net savings in care costs in the first three years for their top 2,500 highest-cost Medicare fee for service patients including dual-eligible patients. In light of an increased emphasis on financially viable, clinically superior care delivery improvements, clinics should look to innovations such as the non-clinical worker to help streamline and improve primary care delivery.

This executive briefing outlines the use of a non-clinical role on the medical home team to improve outcomes and lower costs for high-risk patients. Additionally, the briefing includes the job description for a community resource specialist.

Download PDFDownload PDF

Log in to access this.

Full access to this content is reserved for Health Care Advisory Board members.
Log in or learn how membership works.