30-60 days
Iterate Workflows/Monitor Metrics (team & individual)
- Care Management Team
- Individual/Team Metrics In place
- Invite/Onboard/Conversion Rate- Monitoring monthly and/or quarterly goals/KPIs
- One on ones scheduled – refer to leadership guide Coaching 101
- Identify high performers in data – identify best practices.
- Best practice is to create a Digital Champions Workgroup to bring ideas from the team to the forefront. Creating a Champions Program Presentation
- Activity: Work through the Champions Program Plan to identify the direction of the Champions Program to fit organizational needs/goals while ensuring measurement of outcomes throughout the duration of the program, moving it forward consistently.
- Best practice is to create a Digital Champions Workgroup to bring ideas from the team to the forefront. Creating a Champions Program Presentation
- For direct staff managers: Coaching 101
- Listen to invite process on staff calls with members.
- Where are there coaching opportunities?
- Are there any best practices to be shared with other staff members?
- Individual/Team Metrics In place
- Review current workflows
- What is working within the current processes
- Do they flow well?
- Are there adequate onboards because of the workflows? If so, make sure to celebrate!
- What is not working?
- What barriers are the staff encountering with Invites and Onboarding?
- Update procedures/SOPs with any changes noted.
- Retrain as needed.
- What is working within the current processes
Data/Reports Recommendations
Goals & Tracking Recommendations:
- Refine workflows based on data
- Identify high performers and coaching opportunities
| Invites | Onboards | Conversion Rate | Digital Caseload | Phone call shadowed? | |
| Goal | 30 | 15 | 50% | 30 | Yes/No |
| Lisa | 30 | 15 | 50% | 27 | ✓ |
| Marcus | 24 | 12 | 50% | 20 | ✓ |
| Angela | 35 | 18 | 51% | 41 | ✓ |
Caseload is now 2x the first month’s goal, because the staff should still be managing most of those members, based on workflow and care management requirements.
Recommended Additional Reports:
- Primary Staff Performance – Weekly Report – Use to identify top-performing staff and areas for coaching.
- Wellframe Operational Success Tables/Staff Scorecard – Use detailed staff–level metrics like invites, onboards, follow-ups, interactions, and response times.
- Member Activity – Overall Engagement – Use to track retention at 30, 60, and 90 days and engagement by activity type.
- Care Program Browse and Request to Enroll – Member & Staff Usage – Use to identify early interest in care programs and track member-initiated requests and staff fulfillment.