This team’s impact reaches far and wide across our health system. Made up of over 50 talented staff, including Social Work Case Managers, RN Case Managers, Case Manager Assistants, and a Patient Services Representative supporting the Breast and Cervical Cancer Program, they serve 12 primary care clinics and over 36 specialty clinics throughout the UNM Hospital system. What makes this team truly outstanding is not just the number of patients they support, but how they do it. Every day, they work to break down barriers to care, guiding patients through complex health systems, insurance challenges, and third-party vendors to make sure no need goes unmet. Their commitment is measurable. Case Managers make more than 700 calls a month—checking in on patients after discharge, ensuring they have what they need to safely recover at home—whether that’s oxygen, feeding equipment, or ventilators. And they don’t stop there—this team completes over 300 care plans each month, addressing patients’ complex needs right where they live, work, and heal. But their excellence isn’t just in numbers—it’s in culture. Through Shared Governance, this team has created a workplace grounded in safety, collaboration, and positivity. They’ve worked tirelessly through our Retention and Interview Committees, helping us bring in top-tier talent while also creating space for honest conversations that lead to real improvement. Thanks to their efforts, we’ve seen our turnover rate drop from 25% to just 9% over four years—a remarkable achievement. They’ve also led the way in training and onboarding through our HealtheCare Committee, producing education and video tools that help new team members understand and thrive within our care planning processes. The Outpatient Care Management team lives out the Behaviors of Excellence we value so deeply at UNMH. Through countless I-CARE recognitions, it’s clear: they respect diversity, uplift their peers, and consistently rise to meet the moment—even during staffing shortages or when stepping in to support other departments. This team doesn’t just do their job—they elevate everyone around them. It’s with great pride and deep gratitude that we recognize the Outpatient Care Management Department as a honoree for the 2024 DAISY Team Award.