Preparing for the Next Generation: AI Literacy for Case Management Professionals

BY MARY BETH NEWMAN, MSN, RN, CMGT-BC, CCM, FCM

It is widely recognized that the rapid advancement of artificial intelligence (AI) and digital technologies in healthcare is transforming how care is delivered, coordinated and experienced. For this reason, professional case management stands at a pivotal moment. Why? Because this new era of AI requires case managers to be fluent not only in clinical and psychosocial domains, but in what is termed “AI literacy” as well.

AI literacy enables case managers to navigate complex digital environments and advocate effectively for patients in a technology-driven healthcare landscape. In fact, AI literacy should be considered a new core competency in case management to ensure that clinical judgment, critical thinking, and patient advocacy remain central to the case management process for a new generation of case managers.

AI Literacy and Core Competency Characteristics

AI literacy for case managers can be broadly defined as the ability to understand, critically evaluate, and effectively use artificial intelligence and digital technologies within one’s scope of practice. For case managers, this means being informed about how digital technologies and tools—such as predictive analytics, risk stratification models, virtual assistants and algorithm-based care recommendations—affect clinical decisions, influence outcomes and shape the patient experience.

It’s not about technical knowledge of how these applications work, but rather about understanding the big picture of how these technologies impact each step of the case management process: identification, assessment, planning, implementation, monitoring and evaluation. This big-picture understanding ensures that clinical judgment, critical thinking and patient advocacy remain central to effective case management practice. For example, case managers should thoughtfully consider:

• How do patient portals, telehealth platforms, mobile health apps and remote monitoring devices fit into a patient’s health journey?
• How can these tools support individualized care planning?
• How will these tools be used in a way that honors the patient’s voice, values and goals?

AI literacy is essential for practicing case management in alignment with professional standards of practice and ethical codes of conduct. Core competency characteristics of AI-literate case managers include the ability to:

• Understand how AI and digital tools function within the healthcare environment in the context of care coordination, decision support and the case management process.
• Interpret AI-generated insights through the lens of clinical judgment and professional standards.
• Assess patients’ ability to engage with AI-powered tools and digital health systems.
• Support patients in using digital health tools that align with their values, preferences and needs.
• Communicate clearly with patients and care teams about the role of digital technologies in care planning.
• Advocate for equitable, ethical and patient-centered application of AI and digital tools.
• Engage in continuous learning to stay current with emerging technologies and their implications for practice.

Ultimately, these core competencies enable case managers to integrate technology thoughtfully and ethically into their practice—ensuring that AI and digital tools enhance personalized care, support (not replace) clinical expertise and uphold the core values embodied in our professional standards of practice.

The Role of Digital Health Literacy

Digital health literacy is a core component of AI literacy—and one that case managers are well-positioned to influence. It refers to the specific degree of skills and abilities necessary to effectively use digital health tools and services. Digital health literacy extends beyond mere access to digital tools; it encompasses a person’s actual skills to effectively interpret, evaluate and apply in the context of their unique situation.

The concept of digital health literacy has evolved significantly in the last several years and now encompasses a wide spectrum of skills and abilities required to interact with digital health applications such as telehealth, patient portals, health apps, wearable tech, AI-enabled decision support and personalized medicine platforms.

As these digital technologies become more deeply embedded in healthcare delivery, an individual’s level of digital health literacy is increasingly recognized as a critical determinant of equitable access and health outcomes. In fact, an emerging body of research highlights the role of digital determinants of health and their impact on health equity. For example, increased digital health literacy is positively associated with improved health outcomes (Yuen et al, 2024). Conversely, individuals with low digital health literacy are more likely to experience disparities in care due to the “digital divide” it creates.

A useful and validated tool to assess digital health literacy is the Digital Healthcare Literacy Scale (DHLS), a brief, three-item scale that measures the basic skills necessary for using digital health technologies (Nelson et al, 2021). The DHLS focuses on a person’s confidence and ability to use technological programs or services, as well as their ability to independently troubleshoot technical issues. Case managers can use the DHLS as an evidence-based tool to quickly identify patients who may require additional support or tailored interventions to effectively engage with digital health tools or services (Newman, 2022). By identifying and addressing low digital health literacy, case managers play a critical role in advancing digital inclusion and promoting health equity—one patient at a time.

A Glimpse Ahead: The Next Generation of Case Managers

The next generation of case managers will work in a “hybrid” care ecosystem that requires balancing in-person, virtual and digital interactions. (In fact, many case managers already works in this type of environment!) This hybrid care delivery approach will represent the “new normal” by default and will require case managers to demonstrate mastery of the AI literacy competency characteristics listed above on a daily basis.

In this new normal, technology serves as the unifying framework between patients, providers, systems and communities. Success in this model requires agility in navigating both human-centered care and AI-enhanced systems. Virtual visits, remote patient monitoring, smart monitoring devices, AI-powered documentation systems and app-based interventions will be routine elements of care coordination activity.

Considering how rapidly AI-driven technology is advancing, the next generation of case managers will need to collaborate with intelligent systems—including autonomous robots and virtual health assistants—to coordinate care, monitor health status and support patients across diverse settings. Once considered science fiction, these tools are now becoming clinical reality. Care robots are being developed to assist with mobility, medication management and even companionship for patients with chronic conditions or cognitive impairments. Virtual health assistants can answer health questions, schedule appointments and provide real-time coaching for self-care management.

As these AI-enabled tools become more sophisticated and integrated into healthcare workflows, case managers will remain responsible for evaluating their appropriateness, ensuring equitable access and making sure they align with the unique goals and preferences of each patient. Rather than replacing human care, these technologies will support care—as long as they are guided by the clinical expertise, ethical oversight and patient advocacy that professional case managers bring to the table.

Conclusion: Elevating Clinical Practice Through AI Literacy

As the landscape of AI-driven healthcare continues to evolve, professional case management practice must evolve with it. Accordingly, AI literacy is a professional imperative that ensures case managers can integrate innovation into practice while preserving the foundational skills of clinical judgment, critical thinking, ethical decision-making and patient advocacy.

By embracing AI literacy as a core competency, today’s case managers (and those of the next generation) will be empowered to practice confidently in hybrid care environments and shape a future where human connection remains at the center of healthcare.

Author’s Note: The author acknowledges the use of AI-powered writing tools (OpenAI’s ChatGPT) to assist with initial suggestions for the outline of this article. The final content reflects the author’s own analysis, writing, professional judgment and expertise.

References

Nelson L. et al (2021). A 3-item measure of digital health care literacy: Development and validation study. JMIR Formative Research 6(4):e36043. https://doi.org/10.2196/36043

Newman, MB (2025). Creating a preferred future for case management in the age of AI. CMSA Today, Issue 4.

Yuen, E et al. (2024, July 26). Digital health literacy and its association with sociodemographic characteristics, health resource use, and health outcomes: Rapid review. Interactive Journal of Medical Research, 13, e46888. https://doi.org/10.2196/46888

Mary Beth Newman, MSN, RN, CMGT-BC, CCM, FCM, has 40 years of professional experience in health care and case management. Prior to retirement in 2024, she was a senior assistant vice-president at EXL Health providing consultative case management expertise to support business development for digital/AI initiatives and clinical operations. Mary Beth also has extensive experience in health plan care management operations spanning commercial, Medicare, and Medicaid populations. Mary Beth is a past president of CMSA and was awarded a Fellowship in Case Management (FCM) from CMSA in recognition of significant contributions to professional case management practice.

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