Case Management

Case managers are tracking everything.
In too many places.

Case managers coordinate some of the most complex workflows in healthcare — care plan execution, transitions, authorization, and resource coordination across multiple parties. Backline gives them a secure channel to reach every member of the care team. Pathways gives them a single place to track it all — keeping case managers in control without burying them in manual follow-up.

See how Pathways supports case management →
What your team sees today
Case Manager → Team Checking on Mrs. Chen's care plan — has home health confirmed the intake appointment? 9:05 am
Social Work I thought you were following up on that? 9:41 am
Case Manager → Home Health Coordinator Has the intake been scheduled for Chen? She discharges Friday. 10:15 am
No single owner. Discharge day arrives with gaps still open.
Care plan lives in five places. Ownership is unclear. Follow-through is manual.
The real problem
Case managers are the coordination layer. They shouldn't have to be.
When care plan tasks live in messages, spreadsheets, and email, case managers spend their time hunting for status instead of advancing the plan. The coordination burden falls on the person least able to absorb it — the one already managing the most complex patients.
→
What Pathways adds
One place for every action, every owner, every update.
Pathways structures care plan coordination as a visible workflow — tasks assigned to specific roles, required acknowledgment, automatic escalation when steps stall, and a complete audit trail without extra documentation effort.
See it in practice

Care plan coordination, before and after Pathways.

Whether you're managing a complex hospital discharge, coordinating community resources for a high-risk patient, or tracking action items across a multidisciplinary team — the coordination gap is the same. Tasks were discussed. Whether they completed is unknown.

Care plan workflow
Five action items. Three different people think someone else owns them.
Patient discharging Friday. Home health intake, durable equipment order, medication reconciliation, family education, and follow-up appointment scheduling all need to happen. No single system tracks who owns what.
Without Pathways
Tasks scattered across messages, email, and spreadsheets — no unified view
Case manager manually checks in with each team member to track status
Gaps surface on discharge day — when it's too late to easily address them
With Pathways
Each care plan action becomes a task with a named owner and acknowledgment requirement
Case manager sees a live dashboard — what's done, what's pending, what's overdue
Stalled items escalate automatically — gaps surface in time to act, not after the fact
What changes with Pathways

Clinical workflow orchestration for case managers — without the manual burden.

Care plans become visible workflows

Every action item in a care plan becomes a tracked task — assigned to a role, with a required acknowledgment window and escalation path. Case managers see the full picture without having to assemble it from five different places.

One view of the entire plan
External coordination is included

Home health agencies, SNFs, community organizations, and family members can be part of the same workflow — even without a Backline account. External participants respond through a secure link. No app, no setup, no friction.

No app required for external parties
Audit trail without extra documentation

Every task acknowledgment, escalation, and completion is automatically timestamped and attributed. When compliance questions arise — or when you need to understand what happened and when — the record is already there.

Compliance documentation built in
Case manager meeting with patient

Built for coordination that crosses organizational lines — alongside your EHR.

Backline works alongside your EHR, not instead of it. Clinical documentation stays where it belongs. What Pathways orchestrates are the workflows your EHR wasn't built to manage: external agencies, home health, SNFs, and cross-organizational handoffs.

Backline's messaging platform connects care teams, external agencies, and patients through a single HIPAA-compliant channel. Secure document sharing, interactive forms, and cross-org messaging are built in. Pathways adds the coordination layer that keeps complex cases moving — regardless of how many organizations are involved.

Secure document sharing
Cross-org messaging
Interactive forms
Patient & family messaging
EHR integration
HIPAA · SOC 2 Type II
See how Pathways supports your case management workflows.
30-minute workflow assessment. We'll map your specific coordination gaps and show you what changes.
Schedule a workflow assessment