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The American Journal of Accountable Care March 2018
Medicare Accountable Care Spending Patterns: Shifting Expenditures Associated With Savings
David B. Muhlestein, PhD, JD; Spencer Q. Morrison, BA; Robert S. Saunders, PhD; William K. Bleser, PhD, MSPH; Mark B. McClellan, MD, PhD; and Lia D. Winfield, PhD
ACO Quality Over Time: The MSSP Experience and Opportunities for System-Wide Improvement
William K. Bleser, PhD, MSPH; Robert S. Saunders, PhD; David B. Muhlestein, PhD, JD; Spencer Q. Morrison, BA; Hoangmai H. Pham, MD, MPH; and Mark B. McClellan, MD, PhD
Chronic Pain as a Driver of Cost in ACO Arrangements
Joshua A. Rushakoff, BS; Ramana Naidu, MD; and Ami Parekh, MD, JD
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A Managed Care Organization's Call Center–Based Social Support Role
Zachary Pruitt, PhD; Pamme Lyons Taylor, MBA, MHCA; and Kristopher M. Bryant, BS
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Predictive Factors of Discharge Navigation Lag Time
Charles Walker, MD; Sayeh Bozorghadad, BS; Leah Scholtis, PA-C; Chung-Yin Sherman, CRNP; James Dove, BA; Marie Hunsinger, RN, BSHS; Jeffrey Wild, MD; Joseph Blansfield, MD; and Mohsen Shabahang, MD, PhD

A Managed Care Organization's Call Center–Based Social Support Role

Zachary Pruitt, PhD; Pamme Lyons Taylor, MBA, MHCA; and Kristopher M. Bryant, BS
This study describes an alternative approach to linking patients to community resources, such as food banks, housing, and medical transport, using a call center–based layperson role.
ABSTRACT

Objectives: We described the social support provided by CommUnity Liaisons, a layperson role that addresses participants’ unmet social needs with linkages to community resources. The call center–based role operates within HealthConnections, a managed care organization’s program responsible for developing a nationwide network of local community-based social service organizations.

Study Design: We utilized an explanatory case study approach to describe a new health layperson role.

Methods: Multiple evidentiary sources, including in-depth interviews, training documents, and program data, enabled analysis of the application of the CommUnity Liaison role to social support theory within a logic model framework.

Results: To alleviate the impacts of stress on participant health, the call center–based program created a social support layperson role. Consistent with social support theory, CommUnity Liaisons’ experiences enabled them to match participants’ unmet social needs with community resources not covered by their insurance benefits. Social service referrals most commonly included patient and family support, transportation, and housing assistance.

Conclusions: This study’s results demonstrated the feasibility of managed care organizations to address social determinants of health using a social support layperson role. Future study should investigate whether this form of social support protects population health and reduces healthcare spending.

The American Journal of Accountable Care. 2018;6(1):e16-e22

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