Case Management is a collaborative process of assessment, planning, facilitation, care coordination, evaluation and advocacy for options and services to meet an individual's and family's comprehensive health needs through communication and available resources to promote patient safety, quality of care, and cost.Case management is a managed care technique within the health care coverage system of the United States. It involves an integrated system that manages the delivery of comprehensive healthcare services for enrolled patients. 

A “case” is any project, transaction, service or response that is “opened” and “closed” over a period of time to achieve resolution of a problem, claim, request, proposal, development or other complex activity. It is likely to involve multiple persons inside and outside of the organization, with varying relationships to each other, as well as multiple documents and messages. 

Sometimes known as adaptive or dynamic case management, case management endeavors to improve the performance of your organization by putting case information front-and-center rather than considering the process as primary, the way workflow and BPM do.  Such information will be accessed over the entire length of time you are working on a given task and will become the official record for that work.

Case management is described as operating on bundles of content rather than individual documents or images. A “case” is a compendium of information, processes, advanced analytics, business rules, collaboration, and sometimes social computing that relates to a particular interaction with or issue involving a particular party like a customer, supplier, patient, student, or defendant.  The case file will involve a collection of customer communications, forms, process documents, reports and supporting documentation, and will need to be managed for compliance and audit.