No Two Days Are the Same for Shriners Children's Boston Care Management Team

If you’ve ever wondered what a care manager’s job is like, the team at Shriners Children’s Boston has a motto that helps explain it: “Everything is figureoutable.” Known for their ability to multitask, problem solve and think on their feet, Shriners Children’s Boston care managers are an invaluable resource for patients and families.

The care management team at Shriners Children’s Boston includes two registered nurses and three licensed social workers who hold case management certifications in addition to their professional licenses. Four per-diem social workers cover weekend hours and a medical interpreter assists with Spanish translation. While no two days are ever the same, care managers attend morning rounds on the inpatient floor, participate in telehealth visits and in-person clinic appointments, facilitate care team meetings, welcome newly admitted families, prepare existing patients for discharge, and respond to a constant stream of emails and phone calls.

“We are here to provide emotional and psychosocial support, while helping families understand our hospital and their child’s care here,” said Liza Gamelli, LICSW, CCM, a clinical social worker and care manager at Shriners Children’s Boston. “Helping families prepare for what it will look like when they go home is an equally important part of our role.”

When patients are admitted for acute burn injuries, a care manager works with the entire family to provide information about their child’s treatment plan and help everyone cope during a stressful time. “Many people don’t realize how much work is involved when a patient comes to Shriners Children’s,” said Jodi Minchella, BSN, RN, CCM, regional manager for care management at Shriners Children’s Boston and New England. “Care managers are always there to solve problems, pick up the pieces and help families.”

Care managers are an integral part of every surgical patient’s care team at Shriners Children’s Boston, communicating with families far in advance of their arrival. They compile medical records, resolve insurance issues, and answer questions and concerns. This helps to build strong relationships with families and figure out how to best meet their needs.

“We focus on the well-being of the patient as well as their family members, and what factors affect their situation as a whole,” said Sandy Barrett, RN, BSN, CCM, a nurse care manager who works closely with patients receiving burn treatment and cleft lip and palate care. “I explain to patients that I‘m there to make sure their parents have what they need, too.”