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An Ongoing Partnership Powering a Growing, Statewide Care Management System
The Arc of North Carolina is a statewide advocacy and service organization supporting individuals with intellectual and developmental disabilities (IDD) and their families. When North Carolina launched its Medicaid transformation, The Arc was faced with the challenge of switching from a traditional service provider into a Care Management Agency (CMA).
The Challenge
As a CMA, The Arc would be delivering Tailored Care Management (TCM) services across multiple regions of the state. This essentially meant building an entirely new care model from scratch. With a base of over 4,300 individuals relying on their services, this meant more than just adopting new software or switching to a new database; it meant the Arc would have to change how it fulfilled its mission.
The Arc’s existing systems were ill-equipped for the demands of modern care management. It was made up of a patchwork of spreadsheets, Access databases, and paper records, which resulted in many inefficiencies and failure points. Staff spent enormous amounts of time manually entering data, only to find that some of that critical data was trapped in siloed state systems. Some of the pain points they faced included:
Delayed reporting:
Critical data was siloed in state systems, forcing The Arc to wait weeks for updates.
Missed reimbursements:
Errors in documentation meant lost revenue, threatening The Arc’s sustainability.
Staff burnout:
Care managers were overwhelmed by administrative tasks, leaving less time for clients.
The Solution
Already a long-time MediSked Connect user on the provider side, The Arc selected MediSked by CaseWorthy to support its transition into care management, data reporting, and quality oversight. As part of the CaseWorthy case management platform, MediSked solved for their pain points:
Simple, fast reporting:
Staff could pull real-time data for billing, engagement, and compliance without waiting for IT support.
Centralized database:
Assessments, care plans, and tasks were all housed in one place, eliminating silos and facilitating improved data quality.
Collaboration:
CaseWorthy’s team held weekly working sessions with The Arc to address challenges, refine workflows, and optimize the system.
MediSked didn’t only provide a pathway through the state’s Medicaid transition; it was an ongoing partnership. The CaseWorthy platform is built for organization to grow and scale, and as North Carolina’s Medicaid rules evolved, so did MediSked, ensuring The Arc always stayed ahead of the curve.
Impact
By the Numbers
978
members now attend annual wellness visits (up from 492 in 2023).
1,150+
dental visits logged, closing critical health gaps
5,996
health promotion tasks tracked, ensuring proactive care
2,197
clients consented to TCM, with detailed demographic tracking
Operational Impact
MediSked transformed The Arc’s operations:
- Faster audits: Compliance checks that once took days now happen in hours.
- Real-time visibility: Care managers can instantly see caseloads, tasks, and engagement levels.
- Automated workflows: Tasks like documentation and data entry are streamlined, freeing staff for client-focused work.
Lives Changed
At CaseWorthy, we focus heavily on the data. This is crucial; getting your data to work for you can make the difference between reacting to crises and proactively solving them. But we can never allow data to become abstract and forget the people behind the numbers. Here are just a few of the ways The Arc has been able to make a difference:
“After a member transferred to a Child ACTT team, MediSked helped us stay on top of her multiple hospitalizations. Her family wasn’t always responsive, and her mom also had a care manager through Alliance, so having a system that is connected to the hospitals allowed us to be reactive to her hospital follow-up tasks. Because the ADTs happen on auto pilot and tracked in MediSked, we were able to compile all the data needed to assist with the Child ACTT referral and also request an emergency waiver slot with the data MediSked helped us track.”
“Being able to review detailed personal information for every member has given me a deeper understanding of who I am working with. Conducting CMCAs and ISPs within MediSked, alongside the member and their care team, provides a clear picture of which needs are being met and which require additional support. These assessments allow me to gather essential information that helps me better serve each client in the ways they need most. By the end of an ISP meeting, I feel that both the member and the care team have had the opportunity to discuss all relevant areas of the member’s life. Even if certain needs were not mentioned in the initial assessment, the structure of the ISP process helps ensure nothing important is overlooked.“
“A 26-year-old member diagnosed with autism, bipolar disorder, and schizoaffective disorder currently lives at home with his mother and stepfather. When he started with The Arc and TCM, his mother reported that he had become increasingly aggressive. He had limited services and was removed from his day program due to his aggression. He had a history of frequent psychiatric hospitalizations. Because MediSked was a central place where all the member’s information is housed, the case manager could see the member’s complete diagnoses and medications. The member also had a diagnosis of hyperglycemia, which was potentially being intensified by one of his psychiatric medications. The case manager was able to speak to the member’s team about this concern, and the member was tried on a new medication. Since this medication change, the member’s aggressiveness has significantly decreased. He has also been accepted into a new group home with a day program.“
Conclusion
With MediSked by CaseWorthy, The Arc is empowered to better serve people with disabilities in North Carolina, with a single source of truth for client data, tracking crucial data that helps case managers identify needs quickly, and simplified reporting capabilities. But The Arc’s experience also demonstrates that technology is only part of the solution—the other is partnership. Together with CaseWorthy’s support team, The Arc has shifted from reactive care to addressing client needs before they escalate and has turned data into an advocacy tool to secure funding.
For any organization finding themselves in a similar situation, The Arc’s story demonstrates a crucial insight: With Medicaid care management, complexity is unavoidable, but having the right partner to help you through it makes it manageable.
