Yale Health

Frequently Asked Questions

What does a care manager do?

Any Yale Health member may have a care manager who works with them, their family, and their clinicians and other members of the healthcare team. We will work with you and your clinicians to develop a plan of care which you and your family agree upon.

Your care manager is there to answer questions you or your family may have regarding your care. The care manager can provide you with health information, help you find community services, and can check with you on a frequent basis to determine if the plan is working for you.

What can I expect from my care manager?

  • Close collaboration with your healthcare team so that your treatment plan is clear to you.

  • Answers to your questions so that you may make the best decisions about your health care.

  • A care manager may visit you if you are hospitalized.

  • A phone call after being discharged from the hospital to evaluate the effectiveness of the discharge plan.

  • Follow-up with you regarding your ongoing healthcare needs.

  • Help arranging services you may need at home or outside of Yale Health.

How can I contact a care manager?

The department phone number is 203-436-5791. You may contact the care manager directly, you may be referred by your primary care clinician to a care manager, or a care manager may contact you (for instance, if you are hospitalized). Care managers are assigned to Internal Medicine, Pediatrics, and Student Health. A Yale Health care manager is also assigned to Yale-New Haven Hospital.

The designated care managers are:

  • Jennifer Brackett, APRN, 203-432-0022

  • Susan Molde, APRN, 203-432-4824

  • Kim Thomas,RN, 203-432-5266

What should I do if I have an emergency?

If you have a medical emergency, call 911. When possible, call Acute Care at 203-432-0123 before going to the hospital emergency department.  When you call and let us know you are going to the Emergency Department, a nurse can follow up on your care and make sure that your primary care clinician knows as well. If you are unable to call before you go, be sure to call the Referrals Department at 203-432-7397 within 48 hours of receiving care.

What happens if circumstances prevent me from contacting Yale Health within 48 hours?

If your condition prevents you or your representative from contacting the Referrals Department within 48 hours, you will still be covered for the emergency, but you should contact Referrals as soon as possible to ensure that Yale Health clinical staff is aware of your condition. Remember to carry your Yale Health card with you at all times.  It can provide valuable information if you can’t communicate.