Staff Scorecard
Purpose:
This report provides a staff-level drill-down of operational performance metrics related to member onboarding, engagement, and staff responsiveness within Wellframe.
Key Contents:
- Care Manager Scorecard:
- Metrics include active panel size, invites, onboards, follow-ups, interactions, and conversion rates
- Messaging activity and average response time
- Medication reminder engagement and conversation counts
- Staff-Level Insights:
- Individual performance across multiple dimensions
- Identification of high-performing staff and areas for improvement
Usage:
This report supports performance reviews, operational planning, and targeted coaching for care managers. It helps ensure consistent member engagement and timely follow-up across the organization.
NOTE: This report is currently only available to legacy customers who began using Wellframe prior to 2024. Please use other digitally optimized reports for your analytical needs. Reach out to your account team with any questions.
Dashboard Filters
- Filters affecting which Staff will appear in the report:
- Team
- Manager
- Filters affecting metrics
- Member Line of Business
- Date
Definitions
| Filters | |||
| Field | Description | Member Line of Business | Date |
| Full Name | Full Name of Staff member | ||
| Staff Title | Staff Title of Staff member | ||
| Wellframe Team | Assigned Team of staff member | ||
| Days Since Last Sign In | A count of days since the member last logged in | ||
| Active Panel Size | A count of members who are enrolled, onboarded, eligible and do not have a maintenance label applied who are assigned to the Staff member | X | |
| Active Panel Size (Primary) | A count of primary assignments that are currently onboarded, enrolled, eligible, and do not have a maintenance label applied. | X | |
| Count Assigned Members | A count of all members assigned to the Staff member | X | |
| Count Primary Assignments | A raw count of current primary assignments (includes members with the maintenance label) | X | |
| Count Invites | A count of members who have been added to the Dashboard by the Staff member | X | X |
| Count Onboards | A count of members who have been onboarded by the Staff member | X | X |
| Staff Conversion Rate | The percent of invited members who onboarded | X | X |
| Count Total Followups | A count of follow-ups created by the staff member | X | X |
| Count on Time Followups | A count of follow-ups dismissed on time by the staff member | X | X |
| Members Interacted With | A count of members the staff interacted with. An interaction is defined as a phone call, patient instruction, message, text message, or clinical note. | X | X |
| Assigned Members Interacted With | A count of members who are assigned to the Staff member who the Staff interacted with. An interaction is defined as a phone call, patient instruction, message, text message, or clinical note. | X | X |
| Primary Assigned Members Interacted With | A count of members who had an interaction with their primary staff member | X | X |
| % Primary Assignments with Medication Reminder | Percent of members currently assigned a primary care manager that currently have a medication reminder. | X | X |
| Count Conversations | A count of conversations the Staff member was involved in. Conversations can be initiated by Staff or a Member. Messages are grouped into conversations using natural language processing that assesses multiple factors such as the author of the message, the presence of a greeting, the amount of time since the last message. | X | X |
| Average Time to Respond | The average time in hours for a Staff member to respond to a message from a member | X | X |
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