Program Description
This recorded asynchronous distance course contains material that prepares case management leaders to effectively lead teams through complex, high-stakes situations commonly encountered in hospital settings. Participants will be guided through videos, reading written interactive knowledge checks, and clinical tools to develop practical leadership skills for managing difficult employee conversations, guiding case managers through emotionally charged patient and family interactions, and building a sustainable leadership pipeline through succession planning. The course emphasizes structured communication, emotional intelligence, accountability, and professional boundary-setting while maintaining a focus on patient-centered care, regulatory compliance, and team performance. Leaders will learn how to approach conflict with clarity and confidence, support staff in high-stress environments, and proactively develop future leaders to strengthen organizational stability and retention.
Module 1: The Art of the Difficult Conversation
• Role of leadership in case management performance and accountability • Preparing for difficult conversations (facts, impact, expectations) • Aligning with HR and organizational policy • Structuring the conversation (clarity, curiosity, support) • Coaching vs. disciplinary discussions • Creating action plans and follow-up • Maintaining psychological safety while addressing concerns
Module 2: Leading Through Patient & Family Conflict
• Understanding emotional drivers behind difficult interactions • Reframing behavior through an empathy lens • Structuring conversations to reduce escalation • Validation without agreement • A.L.I.G.N. communication method • Boundary-setting and safety considerations • Managing complex family dynamics • Effective language: what to say and what to avoid • Closing conversations with clarity and teach-back • Supporting staff wellbeing and debriefing after difficult cases
Module 3: Succession Planning & Leadership Development
• Importance of internal leadership development • Identifying emerging leaders • Building a leadership development culture • Stretch assignments and experiential learning • Coaching and mentoring strategies • Providing growth-focused feedback • Transparent succession planning practices • Preparing staff for supervisor and director-level roles • Formalizing leadership development pathways
Course Objectives
By the end of this course, participants will be able to: 1. Apply structured communication strategies to lead difficult conversations with case management staff, using clear, objective, and policy-aligned approaches that support accountability and psychological safety. 2. Implement evidence-informed techniques to guide case managers through challenging patient and family interactions, including validation, de-escalation, boundary-setting, and effective conversation closure. 3. Demonstrate leadership presence in high-conflict situations by regulating emotional tone, supporting staff, and maintaining a calm, structured, and solution-focused approach. 4. Identify, support, and develop emerging leaders through mentorship, coaching, feedback, and experiential learning opportunities that build leadership readiness. 5. Apply principles of ethical, equitable, and transparent succession planning to strengthen staff engagement, retention, and long-term organizational stability.
About the Course Author, Marie Stinebuck
Marie Stinebuck, MBA, MSN, ACM, RN is the Chief Operating Officer (COO) of Phoenix Medical Management. With nearly 30 years of nursing experience, Marie has spent nearly 20 years specializing in case management. Her career has been primarily focused on the acute hospital setting, including the implementation of outpatient case management programs. Marie has held executive leadership roles overseeing case management, utilization review, denials prevention, clinical documentation improvement (CDI), and medical record integrity. She is also the author of numerous articles related to case management, utilization review, and denials prevention. Her true passion is education, and she has been instrumental in expanding Phoenix Medical Management’s education program. Marie has served on the Arizona Board of the American Case Management Association (ACMA) and is certified through the ACMA. She holds an MBA and a Master of Science in Nursing (MSN) with a focus on Nursing Leadership.
Course Completion Requirements
The course is completed after viewing the modules and completing the reading. Each module includes practical tools, real-world examples, and a brief knowledge check to reinforce learning. Post-test requirements, participants must achieve a passing score of at least 80% to receive continuing education credit. If a participant does not pass on the first attempt, they will be provided with one opportunity to retake the test after reviewing the course materials. If the second attempt is unsuccessful, the participant will be encouraged to revisit the course content and may request additional support or clarification before attempting the test again. The post-test must be completed, along with the course evaluation before a certificate is issued. The course certificate will be delivered via email within one week of evaluation completion. Phoenix Medical Management has been approved by the California Board of Registered Nursing, Provider #17829, for 1.0 Contact Hour. Approved by The Commission for Case Manager Certification (CCMC) for 1.0 contact hour for CCM® Board-Certified Case Managers. Activity code and approval number will be provided by CCMC. Phoenix Medical Management, 1902, is approved as an ACE provider to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Regulatory boards are the final authority on courses accepted for continuing education credit. ACE provider approval period: 11/10/25-11/10/26. Social workers completing this course receive 1.0 general continuing education credit.
Registration and Info
Please contact Vanessa Blutrich at [email protected] to register and if you have any questions, concerns or need special accommodations. System Requirements: Internet access and a modern web browser.
$65.00