Emily improves the delivery of clinical assessments through innovative, data-driven approaches. Her clinical and program implementation expertise helps states navigate complex challenges and evolving regulations.
Senior Clinical Manager Emily Isaacs has over 20 years of experience providing quality-focused mental healthcare services to Medicaid-covered populations.
A clinical and regulatory subject matter expert for large-scale assessment projects, Emily translates complex clinical solutions into operational realities. Her work focuses on maintaining clinical integrity across projects and implementing innovative approaches to meet the evolving needs of state agencies and the individuals they serve.
What sets Maximus apart is our ability to take complex challenges and make them straightforward and manageable. We focus on solving the core issue, which allows us to provide tangible solutions and gather meaningful data for our state partners.Emily IsaacsSenior Clinical Manager, Clinical Services
We sat down with Emily to discuss her perspectives on the changing landscape of clinical services and how that's improving outcomes for children and families in the foster care system.
How does your work support children with complex needs?
One of the key projects I'm working on is expanding the scope of our first Qualified Residential Treatment Program (QRTP) assessment project in a midwestern state. These treatment programs serve children with specific behavioral health needs that may benefit from a short term residential treatment placement.
Our state client is implementing a unified assessment process to determine the most appropriate level of care for children, whether QRTP, Psychiatric Residential Treatment Facility, treatment foster care, or in the community with community supports. This approach aims to streamline the process and avoid children needing to go through multiple assessment processes.
For our clinical assessors, the unified assessment approach also ensures we consider the various level of care options and make our decisions based on the least restrictive and most appropriate setting for each child. It also helps avoid the pitfall of approvals for more than one service that could inadvertently lead to a higher level of care being selected.
Our clinical services team is at the forefront of a significant shift in how states approach the clinical assessments used to determine level of care, residential placement, and long-term service and supports. "We're seeing greater interest in a more unified assessment process to determine the most appropriate level of care for the individuals we serve," Emily explains.
This approach, which replaces separate assessment processes for the different care levels or services, yields many benefits. It addresses potential over representation in higher levels of care. It helps states ensure more consistent, equitable level of care decisions that focus on each individual's best interests. Since their families and caregivers only have to go through one assessment process, this streamlined service delivery model helps states allocate resources more effectively.
How can data and technology help improve clinical services?
Data has become increasingly crucial in our work. Accurate and accessible data can improve operations, decision-making, and immediate and long-term resource planning. States lack a single trustworthy source of truth for their programs because they're often interpreting data from multiple sources for multiple facets of the program. At Maximus, we strive to be that source of truth.
For example, in one state I've worked closely with, we've provided extensive data on outcomes, demographic trends, and facility outcomes. This data goes beyond simply numbers — it gives states clear information on the specific needs of people in different facilities, programs, or regions. This insight is invaluable for states as they work to shift resources and better serve their populations.
Emily emphasizes the importance of person-centered approaches in clinical services. "It’s about giving people information about the full extent of their options and the opportunity to express their preferences," she shares.
Our person-centered approach uses active listening and culturally competent engagement strategies to address each person’s immediate needs and long-term goals and values. “We ask what someone needs now, where they see themselves in the future, and what barriers stand in their way,” Emily explains. A forward-thinking strategy ensures that assessments and care plans are tailored to each individual's unique circumstances and aspirations, promoting more effective and empowering outcomes.
What are some notable clinical services challenges for states?
One of the biggest challenges is the complexity of making state technology systems work together to reduce barriers to accessing services. We're seeing a greater need to integrate various systems — case management, a state's Medicaid Management Information System (MMIS), and our own system — which requires stakeholders to work together to create innovative solutions. Integration is complex yet ultimately makes it easier for the people we serve to access the services they need.
Another challenge is the number of different types of assessments and the different entry points for how individuals access service. There's growing interest in single statewide assessment entities, which provide a more equitable experience with more consistent outcomes. We're working to stay ahead of this trend by drawing on our experience and demonstrating our ability to understand and collaborate with each state's local resources.
Lastly, workforce shortages in the healthcare sector remain a significant issue. In our clinical services space, we see this impact on service wait times and the ability to transition people from institutional care facilities into community-based settings. We constantly look for innovative ways to help states address workforce challenges and manage their resources more effectively.
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