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Conference Schedule

Session Title
7:30 AM - 8:30 AMRegistration & Networking Breakfast with Sponsors & Exhibitors
8:30 AM - 8:45 AMWelcome & Chapter Business Meeting
8:45 AM - 10:00 AMKeynote Address: Managing Patient Expectations: The Art of Helping Patients Know How to be Right and When to be Satisfied
10:00 AM - 10:45 AMNetworking Break
10:45 AM - 11:45 AMSession 2: UM and CMS Updates - A Focus on Performance Improvement
11:50 AM - 12:50 PMSession 3: Redesigning Care to Improve Outcomes
12:50 PM - 2:00 PMNetworking Lunch & Door Prize Drawings
2:00 PM - 3:00 PMSession 4: Care Coordination is a Team Sport: Developing a High-Performance Team
3:00 PM - 3:15 PMBreak
3:15 PM - 4:30 PMClosing Session: Case Management Ethics 2018: Where Does Your Ethical Compass Point?
4:30 PM - 4:45 PMClosing Remarks

Keynote Address: Managing Patient Expectations: The Art of Helping Patients Know How to be Right and When to be Satisfied

Susan Keane Baker, MHA
Author · "Higher HCAHPS Scores: The Willing to Recommend Approach"
· New Cannan, CT


Patient retention, CAHPS scores and the personal rewards of providing patient care are closely linked to the quality of relationships developed with patients and their families. There are three questions people ask about you:

  • Can I trust you?
  • Are you good at what you do?
  • Will you care about me?

Your ability to answer those questions makes all the difference in the level of trust and confidence people have in you. This session will examine the specific behaviors that demonstrate competency and caring. Leave with no-cost, low-time techniques to implement immediately.


  1. Critique perceptions that build patient confidence
  2. Self-assess behaviors that demonstrate caring
  3. Coach another person for engaged decision making

Session 2: UM and CMS Updates - A Focus on Performance Improvement

Simon Ahtaridis, MD
National Clinical Advisor and CMO
Sound Physician Advisory Services · Tacoma, WA


Hospital inpatient reimbursement continues to be at risk whether or not third-party payers are actively auditing for recoupment.  This financial risk is coupled with new risk-based models of care (ACOs, Bundles Payment Care Initiatives (BPCI), etc.) that create a shared responsibility for keeping patients healthy, not just treating them when they are sick.  This session will focus on value-driven performance improvement in care coordination and bringing back-end information about denials and DRG validation to the front-end interventions by case management and physician advisors to drive key metric improvements.


  1. Connect care coordination activity to key metric improvement in Denails, CMI, LOS, and Observation percentage
  2. Implement new solutions to reduce process waste and focus on pain points that drive greatest value
  3. Understand key CMS updates

Session 3: Redesigning Care to Improve Outcomes

Director of Care Transitions & Population Health Management · Care Management
NYU Langone Medical Center · New York, NY


How can hospitals and systems build on their existing infrastructure and apply experience with Bundled Payments to realign incentives to improve care coordination and maximize quality and efficiency? In this presentation, a healthcare system will share their journey to achieve these goals. Foundational elements will be reviewed including:  technology (enterprise-wide EMR, electronic platform to connect with post-acute partners, clinically-integrated network) people- CM clinical care coordinator post-acute role and post-acute provider network, and value-based culture (66% of patient revenues were incentivized through pay-for-performance or value-based arrangements). Throughout a four-year period, achievement of enhanced efficiencies and improved coordination along with reductions in length of stay and readmissions in this system led to expansion of shared risk contracts with commercial insurance payers for patients across care settings in three hospitals and in multiple ambulatory care sites. 


  1. Describe the BPCI care redesign changes and adaptation in care coordination resources
  2. Explain the lessons learned as well as the opportunities in designing, implementing and evaluating a BPCI care redesign
  3. Review the BPCI quality and cost metrics trended for formative evaluation

Session 4: Care Coordination is a Team Sport: Developing a High-Performance Team

Julie Mirkin, RN, MA, Wharton Fellow
Vice President · Care Coordination
NewYork-Presbyterian Health System · New York, NY


Developing a high-performing Care Coordination Team is critical to achieving departmental and organizational goals. This presentation will review critical elements of developing a collaborative team and examine key roles and personalities that could help or hinder team development. Examples of team building activities will be highlighted and the participants will engage in fun and educational team building activities that can be replicated in their organizations. At the end of the presentation, participants will have a greater understanding of how they can contribute to their team’s success.


  1. Define the attributes of a high-performing team
  2. Describe effective team building strategies
  3. Explain how the case management and transitions of care professional can contribute to their team's success

Closing Session: Case Management Ethics 2018: Where Does Your Ethical Compass Point?

Ellen Fink-Samnick, MSW, ACSW, LCSW, CCM, CRP
EFS Supervision Strategies, LLC · Burke, VA


A new era of health care realities transverse the ethical tenets of Case Management practice:

  • Death with dignity and other revised considerations for end of life care
  • Quality and safety implications of workplace bullying
  • Mandatory reporting quandaries involving HIPAA and patient privacy vs. public safety, and
  • Ongoing proficiency and keeping pace with evolving health information technology and innovation

Each of these situations cause case managers to regularly juggle the Moral Distress balls of personal, clinical and organizational ethics. As a result, the question beckons: What is a case manager’s ethical duty when employer mandates present as counter to the established professional standards, ethical codes, and regulations? Where should and does your ethical compass point?

Blending real industry scenarios with the latest professional resources, this presentation will provide case managers strategic guidance to define their ethical practice trajectory.


  1. Identify case management's Ethical Quartet for 2017 and how ethical tenets are impacted by current practice
  2. Discuss three ways Moral Distress impacts case management practice
  3. Define the five steps of E-ACTS(c)-A Framework for Difficult Ethical Decision-Making

New York  Chapter Annual Conference Links
September 8, 2017


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