Terminal Objective: Case managers will be able to identify and define basic benefits
Enabling Objectives
Describe common benefit terms
Differentiate between a basic and
a complex benefit
Accurately describe the benefit
Assessment Idea
Group Activity
Given the template for a Job Aid-
Glossary of Terms, work as a class
to complete by filling in the
definitions of the benefit terms.
The Job Aid-Glossary of Terms will
be available for future reference.
Final Mastery Quiz
Sorting-Question #2
Sort the benefit question as
complex or basic
Identifying-Question #3
Identify the correct response for
each benefit question
Role play:
Provided 2 sample benefit
questions, practice telephone
interactions with a partner, and
write down the benefit
description for each sample
question. Verbally share the
benefit description with the class.
Absorb Activity Do Activity Connect Activity
Reading Quiz show game of benefit Job Aid-Glossary of terms
terms and definition (Practice)
Group Activity
Given the template for a Job
Aid-Glossary of Terms, work as
a class to complete by filling in
the definitions of the benefit
terms. The Job Aid-Glossary
of Terms will be available for
future reference.
Slideshow Guided analysis-classify
Presentation benefit examples into correct
categories as a group
(Practice)
Final Mastery Quiz (occurring
at end of course)
Slideshow Role Play: Provided 2 sample benefit questions, practice telephone
presentation interactions with a partner, and write down the benefit description
(w/ case study for each sample question. Verbally share the benefit description
examples with the class.
included)
Terminal Objective: Case managers will provide basic benefit information to members when appropriate
Enabling Objectives
Decide when it is appropriate to Final Mastery Quiz
quote benefits to member
Navigate the database to locate
the specific benefit information
and script
State steps to follow if it is
determined that benefit is
complex
Assessment Idea
Multiple choice-Question #1
What is the first step a case
manager should take when asked laid out)
a benefit question?
Sorting-Question #2
Sort the benefit question as
complex or basic
Identifying-Question #3
Identify the correct response for
each benefit question
Final Mastery Quiz
Scavenger hunt-Question #5
Instructions: Log-in to database,
open the assigned test patient.
Accurately answer 5 questions
about the patients benefit
information.
Final Mastery Quiz: Multiple
Choice- Question #4
If you have determined a benefit
is complex, what is the best way
to get a member in contact with a
member services representative?
Absorb Activity Do Activity Connect Activity
Slideshow Guided analysis-classify Job Aid
Presentation (w/ benefit examples into
procedural steps correct categories as a group
(Practice)
Final Mastery Quiz
(assessment occurring at
end of course)
Presentation- Software Simulation Final Mastery Quiz (assessment
User-Interface occurring at end of course)
tour software Final Mastery Quiz
demonstration (assessment occurring at
end of course)
Slideshow Role Play with a partner, Job Aid
Presentation (w/ task simulation of getting a
procedural steps member to a member
laid out) services representative
Final Mastery Quiz
(assessment occurring at
end of course)
Terminal Objective: Case manager will assess members understanding of the benefit
Enabling Objectives Assessment Idea
Utilize teach-back method to Case study:
assess members understanding of Small group discussion/work
benefit Listen to 5 audio clips of a case
manager using the teach-back
method and accurately identify if
the member understands or not.
Responses will be verbally
discussed and shared as a class.
Based on the assessment results, Case study:
determine if a call can be Small group discussion/work
completed or if the call should be Based upon your assessment of
escalated for further benefit the above 5 audio clips, match the
explanation next step that should be taken in
the call next to each example.
Responses will be verbally
discussed and shared as a class.
Absorb Activity Do Activity Connect Activity
Drama Case study:
presentation Small group discussion/work
Listen to 5 audio clips of a case manager using the teach-back
method and accurately identify if the member understands or not.
Responses will be verbally discussed and shared as a class.
Drama Case study: Job Aid
presentation Small group discussion/work
Based upon your
assessment of the above 5
audio clips, match the next
step that should be taken in
the call next to each
example. Responses will be
verbally discussed and
shared as a class.