Care coordination

Acknowledge open coordination requests by email, check each request again after one day, and label the requests that need follow-up.

Who it is for

Care coordination teams that keep a request status per Member: Open, Needs follow-up or Resolved.

What it does

• The Care coordination Form has one admin-only field, Coordination status. Your team, or the system that holds the request, maintains it.
• The Journey reads the status when a Member is enrolled. Open goes to the acknowledgment email step. Needs follow-up adds the Follow-up requested label and goes to a follow-up email step.
• One day after the acknowledgment step, the Journey reads the status again. Needs follow-up adds the label and goes to the follow-up email step. Open adds the Open request label. No email step runs for a request that is still open.
• A Member with no status at either check gets the Review request status label. No email step runs on that path.
• Resolved, or the Stop care coordination label, ends the Journey at any step.

What it does not do

It does not notify a coordinator. It does not show that anyone contacted the Member or handled the request. The labels mark Members for a process your team monitors. The build guide adds automatic enrollment for Open requests and three coordinator notifications. This Bundle installs labels in their place.

Before you turn it on

Installing adds the Form and a draft Journey to the workspace you choose. It does not enroll Members or send messages: automatic enrollment is off and each email step is inactive. Keep one current record per Member in the Form. Review the email text and the Inbox, and test with synthetic Members before you publish the Journey. Confirm PHI authorization for the workspace before you use real health data.