Care Programs – Welcome Program vs. Health Plan Bundle

In some instances, staff may want to enroll members in a care program that is not written for a specific health condition. Wellframe offers two options: our Welcome Program or one of our HealthSpan Bundle Programs. This article provides a decision guide for choosing between these two offerings and outlines best practices to consider.

Customer Decision Guide: Welcome Program vs Health Span 

Best Practices & Considerations for Driving Member Engagement

1. Regardless of target audience, our best practice for optimal member experience is to onboard members directly into condition-specific program.  
   • Choose the appropriate condition-specific program based on your program/service goals or members’ needs  
2. If a condition specific program cannot be chosen at the time of onboarding either because 1) the member’s clinical condition/needs are not known at the time of onboarding OR 2) the member is onboarding through broad marketing outreach  
   • For digital care management outreach, onboard into Welcome Program, with intent of transitioning to a condition-specific program once needs/goals are identified. If no appropriate condition-specific program is available, members can remain in the Welcome Program.  
     • These members should be in digital management if they are actively working on a health goal with their care team.  
   • For digital health management, pop health management outreach, or general wellness outreach, onboard members into program from Health Span Bundle. Customer choice for which program is most appropriate based on their goals/population.   
     • These members should be in digital monitoring if they are not actively working on a health goal with their care team.   
3. If a member has completed their care management case but wishes to remain on the platform, these members should be moved to digital monitoring.  
   • Our best practice for optimal member experience is to first offer enrollment into a condition-specific program.   
   • Alternatively, customers can choose to move the member to a program from the Health Span Bundle to serve as a light touch, “maintenance” program for the member.  

Best Practices and Considerations for Staff Service and Workflows

Staff Expectations for Welcome Program: High Touch, Proactive Engagement  

• Program includes surveys and screenings to surface member’s clinical needs and health goals  
• Staff are responsible for using surveys and messaging to proactively triage these members to appropriate CM program/team/services and enrollment into relevant digital programs and tools as soon as possible after onboarding.  
• The program contains clinical questions and alerts. Recommend use of clinical staff but not required.  
• If using non-clinical resources, we should have process for clinical escalation as needed.  

Staff Expectations for Health Span Bundle: Low Touch, Reactive Engagement  

• One survey delivered at the end of each program; evaluates member’s desire for more information and resources 
• Staff are responsible for responding to survey insight and enrolling members into additional programs if requested; escalation of care or service as needed. 
• The program does not contain clinical questions or alerts; staff are only needed to manage member enrollment into additional care programs.  Clinical staff are not required.  
• If using non-clinical resources, we should have process for clinical escalation as needed.