Speaker Bio:
Pamela Andrews brings a powerful mix of frontline experience and administrative leadership to her work as a healthcare executive.
Pamela currently serves as Executive Director at UnitedHealthcare Community & State for Virginia. Prior to that, she spent more than two decades at Inova Health System, where she served as Vice President of Enterprise Care Management. In that role, she led care coordination, utilization review, and transitions of care across multiple hospitals—rebuilding case management operations from the ground up, reducing staff turnover by 50%, and creating system-wide councils to integrate social determinants of health into their care model.
Pamela is also a past president of the American Case Management Association and remains active at both the state and national levels. Her service includes contributions to ACMA’s Ethics and Public Policy Committees, as well as mentorship roles for the Massachusetts ACMA chapter.
She is an accomplished speaker and mentor, who is passionate about sharing insights grounded in lived experience. Her presentations span topics such as ethics, public policy, team leadership, and holistic care, with a consistent focus on building systems that support both patients and professionals. Her leadership style blends empathy and operational excellence, always aiming to elevate the care experience for both teams and the individuals they serve.
Description:
In a world of shifting regulations, high caseloads, and growing complexity, the ethical foundation of case management matters more than ever. But ethics isn’t just about policies and procedures. It’s about people. This interactive session explores how case managers can navigate everyday ethical challenges with empathy, clarity, and confidence. Through stories, reflection, and a touch of humor, we’ll examine how trust is built (or broken) in small moments and how language, tone, and presence shape the relationship. We’ll also explore how person-first language and a human-centered approach foster dignity and psychological safety for clients and colleagues alike. Whether you are a new case manager or a seasoned leader, this webinar will leave you with practical tools and renewed clarity on what it means to lead with integrity in care.
Learning Outcomes:
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Describe the core principles of ethics in case management and how they guide professional practice.
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Demonstrate ways to build trust through everyday actions and client interactions.
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Apply person-first language and a human-centered approach to promote dignity and respect.
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Utilize practical tools to lead with integrity in complex care environments.
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