First 30 days  

Focus on Invites and Onboards (conversion rates) 

• Goals/KPIs for Invites and onboards established prior to the go live or reset. These are typically determined after organizational level goals are identified at implementation kick-off. Staff level KPIs can then be projected. 
  • Staff are aware of their invite and onboard metrics.  
  • Establish a conversion rate for the staff to work toward. (We generally see customers set 50%). This may vary depending on the team. Average conversion rates vary between 40-60% depending on workflows and the targeted population. 
  • Invite script activity (link)- recommend taking time to walk through this activity with staff and taking time for staff to roleplay in the invite process. Invite and Onboard Inservice Presentation 
  • Establish onboarding follow up process within the workflow. 

• Member Engagement goals established. 
  • Example: % of members engaged – this is influenced by condition specific programs, medication reminders, welcome messages/quality messages sent during the case- it will be important to consider metrics for staff within these areas to influence this goal see 60–90-day time frame. 
  • On average, 75-85% of onboarded members engage in the first 30 days post-onboarding. 
• Team stand-ups/check ins- iterate on workflows at least weekly  
  • Starting agenda for the stand ups/Check in meetings 
    • Review the onboard numbers  
    • What barriers are staff encountering? 
    • Potential solutions to overcome barriers. 
    • Any dashboard questions? 
    • Questions about workflows?  
    • What solutions can you see to make it better? 
• Update Standard Operating Procedures (SOPs) if any workflows changes 
  • Ensure staff are aware of the updates to SOPs 

Data/Reports Recommendation 

Goals & Tracking Recommendations: 

• Establish and monitor invite/onboard KPIs 
• Track staff conversion rates 

Staff Scorecard 

*Consider adjusting the Digital Caseload if members will be self-onboarding and assigned to Care Managers in addition to staff onboards. 

Recommended Additional Reports: 

• Onboarding Details – Use to monitor weekly invite and onboard volumes, staff conversion rates, and care area breakdowns. 

• Primary Staff Performance – Weekly Report – Use to assess individual staff onboarding performance and conversion rates. 

• Staff Values Audit – Use to confirm all staff have selected the intended titles, teams, and managers to facilitate reporting.