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
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.
- 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.