Care Program Browse & Request to Enroll Report
Purpose:
This report tracks member-initiated care program requests, providing insights into interest levels, program types requested, and request outcomes. This report also monitors staff activity related to fulfilling member care program requests, including approval rates, response times, and pending request management.
Key Contents:
Member Tab:
- Request Volume:
- Total member requests over the past 5 weeks
- Pending or declined requests during the reporting period
- Care Area Distribution:
- Requests segmented by enrollment care area (e.g., Wellness, Care Transitions, Digital Health Advocate)
- Program-Level Insights:
- Requested programs
- Task completion rates and program metrics for approved programs
Staff Tab:
- Fulfillment Metrics:
- Total requests received, approved, declined, and pending over the past 5 weeks
- Average time to fulfill requests and % fulfilled within one day
- Staff-Level Performance:
- Fulfilled requests by staff member and team
- Metrics include approval count, response time, and fulfillment efficiency
- Pending Request Management:
- Breakdown of pending requests by staff and age of request
Usage:
This report supports evaluation of member interest in care programs, informs program prioritization, and helps identify engagement opportunities based on self-request behavior. This report also supports operational oversight of staff responsiveness, identifies bottlenecks in request fulfillment, and informs training or process improvements.
Dashboard Filters
- Enrollment Primary Care Area
- Employer Group
- Access Code Prefix
- Member Line of Business
- Date Range
- Business Unit Code
Definitions
Member Tab
| Member Tab | Filters | |||||||
| Field | Description | Enrollment Care Area | Member Line of Business | Access Code Prefix | Business Unit Code | Staff Team (Fulfilled) | Assigned Primary CM Name | Requested on Date |
| Members in Self-Requested Program | Count of members that requested a care program and staff approved their care program request | X | X | X | X | X | X | |
| Members with Pending Requests | Count of members that requested a care program and is awaiting a response from staff. This will include members across all member states. | X | X | X | X | X | X | |
| Members with Declined Requests | Count of members that requested a care program and staff declined their care program request | X | X | X | X | X | X | |
| Count of Members with Accepted, Pending, and Declined Requests (Last 5 wks) | Count of members requesting a care program, members with accepted program requests, members with pending program requests, and members with declined program requests by week. Members can request multiple programs but are limited to one program request at a time | X | X | X | X | X | ||
| Program Requests by Enrollment Care Area | Count of members requesting a program, members with accepted program requests, members with pending program requests, and members with declined program requests grouped by enrollment (invited) care area | X | X | X | X | X | X | |
| Program Requests by Requested Care Program | Count of members requesting a program, members with accepted program requests, members with pending program requests, and members with declined program requests, program task completion percentage, and members reached last day of care program grouped by the requested care program name. | X | X | X | X | X | X |
Staff Report Tab
| Staff Tab | Filters | |||||||
| Field | Description | Enrollment Care Area | Member Line of Business | Access Code Prefix | Business Unit Code | Staff Team (Fulfilled) | Assigned Primary CM Name | Requested on Date |
| Staff Fulfilled Requests | Count of staff that responded (approve or decline) to members’ care program requests | X | X | X | X | X | X | X |
| Avg Time to Fulfill Request (Days) | Average number of days for staff to fulfill a request | X | X | X | X | X | X | X |
| % Program Requests Fulfilled Within a Day | Percent of members’ program requests where staff fulfilled (approve of decline) the request on the same day | X | X | X | X | X | X | X |
| Current Pending Requests (date filter has no effect) | Total pending member program requests. | X | X | X | X | X | X | |
| Primary Staff with Pending Requests | Count of staff assigned as primary with pending program requests from their assigned caseload | X | X | X | X | X | X | X |
| Count of Declined requests by Declined Reason | Count of declined care program requests by the selected decline reason | X | X | X | X | X | X | X |
| Count of Received, Approved, Declined, Pending and Avg Days to Fulfill Requests (Last 5 wks) | Count of care program requests from members, approved requests, pending requests, declined requests, and average time to respond (days) by week | X | X | X | X | X | X | |
| Fulfilled Requests by Staff Name | Count of total fulfilled requests, approved requests, declined requests, average time to respond (days), % requests fulfilled within a day, and % requests fulfilled as primary grouped by staff name and team. | X | X | X | X | X | X | X |
| Pending Requests by Primary Staff Name | Count of the total pending requests (all time), less than 3 days old, 3 or more days old, more than 7 days old and more than 30 days old. The time filter does not impact this tile so that you can see the different periods in time pending requests that still need to be addressed. | X | X | X | X | X | X |
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