Actually everyone is correct.

The Case Management team is a term used to describe formal care by professionals.

In theory you should have a case management team. A team that knows you specifically. It's an idea of "continuity of care." in that you have one pdoc, one primary doc, one cardiologist etc.,

When it works it reduces the length and frequency of inpatient hospital stays in mental and medical health services. Insurance companies encourage the use of case management whenever possible.

Normally the only people that can benefit from true case management are people that have insurance. The non-insured often get shuffled from clinic to clinic.