Selected Podcast
What You Can Expect From Your Case Manager
What exactly does an IVF case manager do for their patients? We speak with one case manager, Kayla Mercer, from the Reproductive Science Center of the San Francisco Bay Area to find out.
Featuring:
Kayla Mercer, RN, BSN
Kayla Mercer, RN, BSN has been working in the field of infertility for two years as a nurse case manager. She graduated with a dual degree in Nursing from Whitworth University and Washington State University. After finishing her nursing degree in 2018, she knew that she wanted to go right into the field of fertility. She previously worked at ReproTech, a long term cryostorage facility, where she gained a great appreciation for the fertility world and learned that her passion was within this field. Being an IVF nurse brings great joy to Kayla’s life and working with our population allows her a unique bond with patients. In her free time, she enjoys spending time with her husband and traveling the world. She loves what she does and hopes to be in the fertility field for many years to come! Transcription:
Bill Klaproth: (Host) What can you expect from your case manager after a new patient visit especially now during the time of telemedicine visits? Well, let's find out with Kayla Mercer, a registered nurse and case manager at the Reproductive Science Center of San Francisco Bay area. This is Fertile Edge, a podcast by the Reproductive Science Center of the San Francisco Bay area, I'm Bill Klaproth. Kayla thank you so much for your time. So first off, what happens after a new patient visit and what should a patient expect from their case manager following a new patient visit especially now during the time of telemedicine visits?
Kayla Mercer: (Guest) Yeah, that's a really good question. It's such a weird time right now with the COVID. So of course, we try to make everything as smooth as possible, but following the initial consultation with the physician, you're a new patient visit. Then the physician will go ahead and notify the case manager. In my case, that would be me and we'll work in teams. There are several case managers throughout the practice. The physician will let us know, what kind of testing is needed, what the next steps are for that treatment process. And this typically involves things like required pre-cycle testing, like blood work, semen analyses, and uterine evaluation. And once that information is relayed to the case manager, then they'll go ahead and reach out to the patient directly within just a couple of days. Of course, each case manager is different in their processes and how they like to do things. I like to typically reach out within about one day of their new patient visit. The reason being is that the information given to them in that new patient visit is so important, but often it can be overwhelming. So, I give them that day to process everything that they went through. And then inevitably, they're going to have questions for me. So, it's my job to reach out, kind of go over what those next steps are going to look like, and break down each individual task. And so from there, we're able to, decide together what kind of communication is preferred between me and my patients, as well as other case managers, whether that's via phone patient portal messaging, both that first step is just important to go ahead and answer those questions and lay it all out there. I like to say, I like to give a big, long list and then allow patients to ask questions based on those lists.
Host: So then Kayla, as a case manager, are you the main point of contact?
Kayla: I am, yes. So, each team has at least one nurse and some MAs that are case managers. Each patient that I'm assigned, I'll be the first go-to point of contact. If I don't know something, I'll go ahead and reach out to Dr. Weckstein to get the appropriate information. But I am, I want to be that first point of contact via a portal message, phone call, whatever the patient needs, they call me first and then I go from there.
Host: Alright got it. So then what role does a case manager play when it comes to the treatment process?
Kayla: The case manager is the go-to person during this. Going through infertility treatment can be so stressful. It's an emotional and trying time for a lot of these patients. And so, knowing that you have someone to help you through makes all the difference. So, I like to think of myself not only as their point of contact in terms of treatment but as well as their friend. We keep the patients on track during their cycle. But then we also, are there as a listening shoulder, a lot of this is very hard on patients, and building those relationships and those bonds are important for the patient to remain optimistic during the treatment process. It's a lot for them. In the beginning, the case manager will be responsible for making sure that all of the pre-cycle requirements are taken care of, they'll order and track down blood work, schedule appointments, sign consent forms, educational modules, all of that good stuff. Once all of those are done, the patient can go ahead and start treatment. There'll be communicated with every step of the process throughout that entire time. If the case manager doesn't know something, then they'll go ahead and reach out to someone who does, whether it's billing, financial, physician-related questions, they're just there to not just support throughout the cycle, but support, as a friend at that point, too.
Host: I'm sure you field a lot of questions and it's nice for patients to know they have someone to ask these questions and be by their side during this journey, is that right?
Kayla: Yes, this is such a hard time for a lot of people. A lot of patients I've been trying for years on end to get pregnant and create their family. And so, when they get to us, they're already at, you know, that last straw and they just want some hope. And that's, our job is to instill a little bit of that and walk them through this journey.
Host: Right so what happens if my case manager is out of the office or on vacation, then what?
Kayla: Yeah, that's a very common question. As I mentioned, you know, you build these relationships with your case manager and want to have access to them whenever you need them. But just like everyone else, we occasionally need a break, but not to worry, like I mentioned, we do work in teams. So I personally like to give my patients my teammates direct phone numbers, that way if I am out of the office sick or on vacation, holiday, anything like that, they know that they have someone who they can reach out to directly and get a hold of. We all work together, and we work really well together. So, we're happy to help everyone's patients regardless of their your own or not.
Host: And then what happens if you and your case manager just don't seem to click, what happens then?
Kayla: Yeah, that is super rare because all of our case managers, I will say our very wonderful, but sometimes certain personalities just don't click. And so, we're all very professional about that. We know that we don't take that personally, sometimes you just need to work with someone else. And so, we would just pass off care to another member of your doctor's team and then they would take care of you. We kind of give that report, give the history of the patient and then pass it off to the teammate. We want to make sure during the sensitive time that you feel comfortable and are happy with your care. And the patient is their biggest advocate. So, the patient knows what they need, and we don't want them to be afraid to speak up during this process. We always try to accommodate as best we can, and we always appreciate feedback.
Host: Right, that's really important. And then last question. Is there anything else we should know about a case manager or working with a case manager?
Kayla: I would just know that your case manager is there for you through all aspects of treatment. So please don't be afraid to reach out. Don't hesitate to call, patient portal message. We are humans, so bear with us, you know, we try to respond to things as quickly as possible, but if you don't hear from us right away, we will get back to you so hang in there and from a case manager's standpoint, Patients can do this. There's a lot of hope for people and we want you to know that we're here for you on this journey.
Host: A great message to wrap up on. Kayla, thank you so much for your time. This has really been informative, thank you again. That's Kayla Mercer. And to get connected with Kayla or a physician, please visit rscbayarea.com. That's rscbayarea.com. And if you found this podcast helpful, please share it on your social channels and check out the entire library for podcasts of interest to you. This is the Fertile Edge by the Reproductive Science Center of the San Francisco Bay area. I'm Bill Klaproth, thanks for listening.
Bill Klaproth: (Host) What can you expect from your case manager after a new patient visit especially now during the time of telemedicine visits? Well, let's find out with Kayla Mercer, a registered nurse and case manager at the Reproductive Science Center of San Francisco Bay area. This is Fertile Edge, a podcast by the Reproductive Science Center of the San Francisco Bay area, I'm Bill Klaproth. Kayla thank you so much for your time. So first off, what happens after a new patient visit and what should a patient expect from their case manager following a new patient visit especially now during the time of telemedicine visits?
Kayla Mercer: (Guest) Yeah, that's a really good question. It's such a weird time right now with the COVID. So of course, we try to make everything as smooth as possible, but following the initial consultation with the physician, you're a new patient visit. Then the physician will go ahead and notify the case manager. In my case, that would be me and we'll work in teams. There are several case managers throughout the practice. The physician will let us know, what kind of testing is needed, what the next steps are for that treatment process. And this typically involves things like required pre-cycle testing, like blood work, semen analyses, and uterine evaluation. And once that information is relayed to the case manager, then they'll go ahead and reach out to the patient directly within just a couple of days. Of course, each case manager is different in their processes and how they like to do things. I like to typically reach out within about one day of their new patient visit. The reason being is that the information given to them in that new patient visit is so important, but often it can be overwhelming. So, I give them that day to process everything that they went through. And then inevitably, they're going to have questions for me. So, it's my job to reach out, kind of go over what those next steps are going to look like, and break down each individual task. And so from there, we're able to, decide together what kind of communication is preferred between me and my patients, as well as other case managers, whether that's via phone patient portal messaging, both that first step is just important to go ahead and answer those questions and lay it all out there. I like to say, I like to give a big, long list and then allow patients to ask questions based on those lists.
Host: So then Kayla, as a case manager, are you the main point of contact?
Kayla: I am, yes. So, each team has at least one nurse and some MAs that are case managers. Each patient that I'm assigned, I'll be the first go-to point of contact. If I don't know something, I'll go ahead and reach out to Dr. Weckstein to get the appropriate information. But I am, I want to be that first point of contact via a portal message, phone call, whatever the patient needs, they call me first and then I go from there.
Host: Alright got it. So then what role does a case manager play when it comes to the treatment process?
Kayla: The case manager is the go-to person during this. Going through infertility treatment can be so stressful. It's an emotional and trying time for a lot of these patients. And so, knowing that you have someone to help you through makes all the difference. So, I like to think of myself not only as their point of contact in terms of treatment but as well as their friend. We keep the patients on track during their cycle. But then we also, are there as a listening shoulder, a lot of this is very hard on patients, and building those relationships and those bonds are important for the patient to remain optimistic during the treatment process. It's a lot for them. In the beginning, the case manager will be responsible for making sure that all of the pre-cycle requirements are taken care of, they'll order and track down blood work, schedule appointments, sign consent forms, educational modules, all of that good stuff. Once all of those are done, the patient can go ahead and start treatment. There'll be communicated with every step of the process throughout that entire time. If the case manager doesn't know something, then they'll go ahead and reach out to someone who does, whether it's billing, financial, physician-related questions, they're just there to not just support throughout the cycle, but support, as a friend at that point, too.
Host: I'm sure you field a lot of questions and it's nice for patients to know they have someone to ask these questions and be by their side during this journey, is that right?
Kayla: Yes, this is such a hard time for a lot of people. A lot of patients I've been trying for years on end to get pregnant and create their family. And so, when they get to us, they're already at, you know, that last straw and they just want some hope. And that's, our job is to instill a little bit of that and walk them through this journey.
Host: Right so what happens if my case manager is out of the office or on vacation, then what?
Kayla: Yeah, that's a very common question. As I mentioned, you know, you build these relationships with your case manager and want to have access to them whenever you need them. But just like everyone else, we occasionally need a break, but not to worry, like I mentioned, we do work in teams. So I personally like to give my patients my teammates direct phone numbers, that way if I am out of the office sick or on vacation, holiday, anything like that, they know that they have someone who they can reach out to directly and get a hold of. We all work together, and we work really well together. So, we're happy to help everyone's patients regardless of their your own or not.
Host: And then what happens if you and your case manager just don't seem to click, what happens then?
Kayla: Yeah, that is super rare because all of our case managers, I will say our very wonderful, but sometimes certain personalities just don't click. And so, we're all very professional about that. We know that we don't take that personally, sometimes you just need to work with someone else. And so, we would just pass off care to another member of your doctor's team and then they would take care of you. We kind of give that report, give the history of the patient and then pass it off to the teammate. We want to make sure during the sensitive time that you feel comfortable and are happy with your care. And the patient is their biggest advocate. So, the patient knows what they need, and we don't want them to be afraid to speak up during this process. We always try to accommodate as best we can, and we always appreciate feedback.
Host: Right, that's really important. And then last question. Is there anything else we should know about a case manager or working with a case manager?
Kayla: I would just know that your case manager is there for you through all aspects of treatment. So please don't be afraid to reach out. Don't hesitate to call, patient portal message. We are humans, so bear with us, you know, we try to respond to things as quickly as possible, but if you don't hear from us right away, we will get back to you so hang in there and from a case manager's standpoint, Patients can do this. There's a lot of hope for people and we want you to know that we're here for you on this journey.
Host: A great message to wrap up on. Kayla, thank you so much for your time. This has really been informative, thank you again. That's Kayla Mercer. And to get connected with Kayla or a physician, please visit rscbayarea.com. That's rscbayarea.com. And if you found this podcast helpful, please share it on your social channels and check out the entire library for podcasts of interest to you. This is the Fertile Edge by the Reproductive Science Center of the San Francisco Bay area. I'm Bill Klaproth, thanks for listening.