Explorations of the long term supports coordinator role in managed care for people who are dually eligible for Medicare and Medicaid: A participatory action research-informed study

BACKGROUND: This article evaluates a role, the Long Term Services and Supports (LTS) Coordinator in a program (called One Care) for dually eligible individuals who have Medicare and Medicaid. 

OBJECTIVE: Examine the implementation of the LTS Coordinator role within the One Care demonstration project and assess its strengths and areas for improvement. 

METHODS: This study utilizes thematic analysis(25) and is informed by participatory action research(19). One Care members (n = 27), LTS Coordinators (n = 4), and One Care health plans' staff members (n = 6) were recruited via convenience sampling. Semi-structured interviews were used for data collection. 

RESULTS: Participants felt supported and understood by their LTS Coordinators, which was helpful in combating isolation and loneliness. LTS Coordinators filled gaps in care related to social determinants of health. However, stakeholders had mixed understandings and definitions of the role of LTS Coordinators. Participants indicated the need for more resources for the LTS Coordinators. 

CONCLUSIONS: The LTS Coordinator is a unique and innovative role in the One Care duals demonstration. The role of the LTS Coordinator can be strengthened by clarifying the LTS Coordinator role, integrating them within the care team, and improving training and compensation. The LTS Coordinator feature of One Care can serve as a model for other integrated care programs.