What's this Dashboard for?
Think of this dashboard as your daily to-do list and a way to see how you and your team are doing with reaching out to Members. It shows you important tasks that need your attention right now. If you're part of a primary care team, and your manager is too, you both have access to this dashboard. You can see both how YOU and YOUR TEAM is progressing throughout the week. This dashboard is in real-time. It will reset daily at 5:00 am EST.
Important Things to Know:
Looking at Different Teams: You and your manager can look at charts that show different teams. However, when you click on a number to see a list of people, you'll only see the people you're allowed to access.
Manager View: Managers have a special switch. They can choose to see their own tasks or a summary of all the tasks their team members have.
Manager Hierarchy: When searching for your team, you must follow the organization hierarchy: Melanie Bowen->Patricia Tobon
->Program Director->Program Manager
Getting More Details (Drill Down): If you're a manager and you see a general number, you can click on it to see a more detailed breakdown of what makes up that number.
What Information Does the Dashboard Show?
1. Hospital Notifications:
What it tracks: When a Member goes to the hospital or the emergency room.
What you see:
Total Pending Outreach: The total number of Members you still need to contact.
Outreach Today: The number of Members you absolutely need to contact today.
Your job: Your team needs to reach out to these Members until you make a note that you successfully talked to them about their hospital visit.
How fast to act:
First try: Within 24 hours of getting the notification.
Follow up: Every two business days after that.
Keep trying: For up to 30 days.
When they disappear from this list: After 30 days OR when you make a note that there is a Successful and substantive engagement case note with Intervention selected as "Hospitalization/ED intervention
2. Missed Engagements:
What it tracks: Times when we missed an engagement from a Member and have not yet closed the Missed Engagement/Engagement Request.
What you see:
Manager View: Only overdue missed attempts from their team.
Your View (Care Team): All missed attempts that are still open (need a response) and any that are overdue.
Your job:
For all missed engagements: Review the list to understand who hasn't been reached.
Prioritize based on urgency: Remember the "Critical," "High," "Medium," and "Low" priorities for different message types and act accordingly.
Reach out: Make a new attempt to contact the customer within the required timeframe and document your efforts and outcome.
Managers: Pay attention to overdue missed engagements for your team to ensure timely follow-up.
What happens when you click the numbers: It takes you to a list of those missed attempts so you can take action.
3. Weekly Engagement Progress: (See number 6 and 7 for SPP guidance)
What is tracks: Where you and your Members are at with engagement efforts and activity throughout the week.
What you see:
Total Members: All active Members who have passed the intake workflow
Not Attempted: Members that the primary care team hasn’t made any notes about or scheduled follow-ups with this week.
With Upcoming Appointments this Week: Members who have appointments scheduled this week and did not make any attempt yet.
Attempted with Appointment Next Week: Members whom the care team reached out but was not successful meaningful engagement with member and has appointment scheduled next week
Attempted, Continue Outreach: Members you've tried to contact less than 3 times this week, but haven't had a successful engagement yet.
All Attempts Made: Members are contacted 3 times this week.
Your Job: Identify "Not Engaged" customers for outreach this week, be aware and prepared for "Upcoming Appointments," and plan further engagement attempts for "Unsuccessful Engagement" customers.
4. Intake Progress:
What it tracks: How new Members are moving through the initial "Intake" workflow.
What you see:
Without Intake: New Members who don't have an upcoming intake appointment. This section also shows how long they've been in intake status without completing the intake process:
14+ days
30+ days
45+ days
59+ days
With Scheduled Appointments: New Members who have an intake appointment scheduled
Your Job: Prioritize those without intake and monitor those moving into 30+ days without intake to avoid an early discharge. Be sure to be flexible so intakes can be completed during outreach calls when a scheduled appointment has already been missed. Review any without intake for 59 + days immediately for discharge. Make sure after your intake is completed, you have moved your Member into Service Period 1.
5. Disengaged Members (Members We Haven't Connected With Lately):
What it tracks: Members we haven't had contact with recently.
What you see:
30+ days disengaged
60+ days disengaged
89+ days disengaged
Your Job:
Prioritize outreach efforts as members are at risk for disengagement. Members 89 days + disengaged need to be reviewed immediately.
6. SPP Only-Active Participants in Service
What is tracks: Where you and your Members are at with engagement efforts and activity throughout the week.
What you see:
Total Active Participants In-Service
Not Attempted
Unsuccessful Engagement
Successfully Engaged
Your Job: Clear your not attempted daily and vary outreach methods for unsuccessful engagement.
7. SPP Only-Weekly Progress with Proxies
What is tracks: Where you and your proxies are at with engagement efforts and activity throughout the week.
What you see:
Total Proxies
Not Attempted
First Attempt Made
All Attempts Made
Your Job: Track your attempts until your caseload is in all attempts but the end of the week.