Welcome to Wellframe

They need an email address to create an account on the mobile app.  

Staff Onboarding: When a staff member sends an invite from the dashboard, the member will receive a text message and/or email. This invite message will contain the access code and a link to the Apple App Store or Google Play. 

Self Onboarding: When members receive marketing materials, they will receive instructions on how to download the app and onboard. This will include the access code and/or a QR code. The link in the QR code will take them to the Apple App Store or Google Play.  

If the member is manually entering the access code, please have them double-check they are entering the code correctly.   

If it’s still not working, please reach out to help@wellframe.com. The support team will find the underlying cause of the issue and assist. 

If a member hasn’t completed the onboarding process, including downloading the app and creating an account, they will not have access to the app. Staff can only send HIPAA-compliant messages via the app. Until the member completes onboarding, staff can only send templated text messages to the member to reduce the risk of sending PHI through non-secure channels. Once the member has onboarded, staff will notice the color of the messages will change to blue and they will now be able to send free-text, HIPAA-secure messages to the member via the app. They will also be able to send templated messages and attachments. 

Staff will get an onboarding Insight delivered to their Priority view when their member has onboarded. If the member has difficulty onboarding or the onboarding process has failed, staff will also receive an Insight. Follow your organization’s workflow for each of these scenarios to troubleshoot. 

Our best practice recommendation is to enroll the member in no more than three care programs at a time. We advise that at least one program be a condition-specific program to ensure that the member’s checklist is personalized for their health conditions and/or goals. We also recommend that staff utilize biometric programs when applicable to drive member engagement and self-management. 

• Condition-Specific Program Examples: Hypertension, Diabetes, etc. 

• Goal-Specific Program Examples: Smoking Cessation, Weight Loss, etc. 

• Biometric-Specific Program Examples: Monitoring Blood Pressure, Monitoring Weight, Monitoring Pain etc. 

• Marking a Care Program “Done”: Staff can manually end a care program early for a member from the member’s profile page. Staff will be prompted to select the reason for ending the program. Members will no longer receive that care program content on their daily health checklist; however, they will still have access to the app, all other app features, and their other active care programs. 

• Marking a member “Done”: If you mark a member as done, they will lose access to the Wellframe application, including all care program content and app features, like Chat. You will be prompted to select a reason for marking the member as done. If the member wants to come back after being marked done, they will need to be re-enrolled. Staff can re-enroll a member by changing their state via the member’s profile page. 

• Text messages in the app are not HIPAA-secure and go to the member’s phone number. They are not received within the app. Staff will know they have sent a text message because they appear as green on the chat screen. Staff can only send text messages using templated messages; they are not able to send free text. 

• Messages are HIPAA-secure, are received within the app, and will appear blue on the chat screen. Messages can only be sent to members that have onboarded. Staff can free text or use templated messages stored by the individual staff member or by the organization. Attachments can also be sent with messages once a member has onboarded. 

• Group actions can be used in the All view or the Priority view.   

• Group actions can be used to send in-app messages, schedule follow-ups, add instructions, edit the care team, edit or add care programs, or to update a Care Gap status for a group of members. Staff can use segments on the Priority view page or filters in the All view page to identify groups of members to take group actions on.   

• Example: You could filter by enrollment status, engagement duration, and care program. 
  • Filters
    • Enrollment Status: Enrolled 
    • Engagement Duration: All members on day 5 
    • Care Program: Transitions of Care 
  • Group Action: Messaging
    • Send that group of members a templated message to check that they’ve scheduled their follow appointments. 

From the All view page, use the Care Manager field to filter for the staff member’s caseload you want to view. You can select multiple staff or just one. If you want to see the caseload for ALL care managers, uncheck all care managers from the filter.