Invite & Onboarding Scripts
Best Practices for Using Invite & Onboarding Scripts
- Personalize your script for each member.
- Review your members’ clinical history and reasons for referral to care management.
- Help members understand how digital care management (digital + your service) will support their specific health needs.
- Think digital first.
- Members will look to you to set the tone for their interest and engagement.
- Introduce digital as your primary mode for managing members to increase their buy-in.
- Timing matters.
- Don’t wait until the end of the call to invite members to use Wellframe.
- Look for opportunities to embed the benefits of digital into your conversation naturally and highlight how you can use it to support your member’s plan of care.
- Take advantage of the first call.
- Members are more likely to fully onboard if you complete it on the first call with them.
- If needed, schedule a follow up call to walk them through the process.
Invite & Onboarding Sample Scripts
Condition-Specific Sample Scripts
Use these scripts as a starting point for adding in personalization based on the members needs and goals. Select a population to see sample scripts.
Chronic Condition Population
“Based on what you have told me, it sounds like our digital care management program will fit your needs really well, it allows for secure messaging in case any questions come up. It also has an area to enter medications you were prescribed so I can track along with you, as well as an area to log your [blood sugars/blood pressure/weight/ pain]. What I think you may really enjoy is the library of educational content that you can review whenever you have questions or are looking for more information, plus I’ll send some resources that I think may be useful for you. I can send you the link right now and stay on the line with you to make sure you get it downloaded.”
Behavioral Health Population
“Based on what you have told me, it sounds like our digital care management program will fit your needs really well. We can use the reminders to track appointments and follow up on any services or resources for you. But more importantly, it allows for secure messaging whenever you have any questions or need support so you don’t have to wait until you reach me over the phone to connect. I can send you the link right now and stay on the line with you to make sure you get it downloaded.”
Care Transitions Population
“Based on what you have told me, it sounds like our digital care management program will fit your needs really well, it allows for secure messaging in case any questions come up, especially if you are not up to talking on the phone. It also has an area to enter the new medications you were prescribed so you will not forget to take the afternoon doses, as well as personalized educational content. I can send you the link right now and stay on the line with you to make sure you get it downloaded. “
Maternity Population
“Based on what you have told me, it sounds like our digital care management program will fit your needs really well, it allows for secure messaging and quick communication with me as questions come up throughout your pregnancy and postpartum. You’ll also get resources and screenings specific to where you are in your pregnancy, including information about changes for you, for the baby and important care and tests that you may need. I can send you the link right now and stay on the line with you to make sure you get it downloaded. “
Disease Management Population
“Based on what you have told me, it sounds like our digital care management program will fit your needs really well, it allows for secure messaging in case any questions come up. It also has an area to enter medications you were prescribed so you will not forget to take the afternoon doses, as well as an area to log your [blood sugars/blood pressure/weight/ pain]. What I think you may really enjoy is the library of educational content that you can review whenever you have questions or are looking for more information. I can send you the link right now and stay on the line with you to make sure you get it downloaded.”
Digital First Language Sample Scripts
Use these scripts as you build comfort and familiarity with a digital first approach.
Sample Script 1
“I’d love to check in with you to follow up and the way that we do that is with our free [care management app] that you can download on either a smart phone or tablet, whichever is easiest for you to use. This allows us to stay in touch via secure messaging, in between any appointments or necessary phone calls. I can send you the invite and help you get set up if now is a good time? It should only take a few minutes.”
Sample Script 2
“I’ll check in with you next week. I am going to send you an invite right now to get you on our [your program] so we can communicate via secure texting going forward. You can also use this tool to monitor steps, create medication reminders and access reliable education and resources. I can walk you through it right now. Is this the correct email?”
Sample Script 3
“Through our care management program we prefer to use an app that allows secure chat so you can message me on your time, when its easy and convenient for you. Through the app, I can also send screenings to help me track your needs and send resources that I think will be helpful. I’ll send you the invite right now to get you started. What is your email address?”
Member Concern Sample Scripts
Use these scripts to help address common member concerns.
If the member thinks their doctor’s office is enough
“I’m glad to hear you are already working well with your doctor! [Your Program] isn’t meant to replace your doctor, it’s simply an extra form of support for you to have when you are at home or outside of the doctor’s office. A lot of our members actually use the app to show their doctor how they have been doing in between their regular appointments.
If the member wants to know more about the program covers
“[Your Program] can work for almost everyone, because it’s designed to support your personal health needs, whenever and however you need it. Our digital program enables you to connect with your [health plan] care team whenever its easy and convenient for you, as much or as little as you need, whether you need something tomorrow or you have a question a few weeks from now. Based on your goals today, I can get you into the right program content and and connected to the right resources, or you can choose to explore the app on your own to find and request resources. For example, a lot of people sign up to get more help with their diabetes, but they may realize they have other health goals, like losing weight, or changing habits with smoking or drinking. Their care team can help them incorporate those goals into their plan and connect them to specific resources or services.
If the member feels too unwell to sign up now or feels it’ll take too much time
“Many people find that after they take the few minutes to sign up for [Your Program] on the app they have a much easier and smoother time later when they have questions or need help with their condition. For example, if you had a question about worsening symptoms and weren’t sure if you needed medical attention, you could message your care manager through the app and potentially save yourself a trip to the doctor’s office. Is there anyone home that can help you through these next few steps?”
If member feels like they don’t need any help
“I’m sure you are doing a great job managing your health! That being said, we hear from a lot of people that it helps them to have a care team supporting them when they are managing health changes or working to improve a health condition. Or it can also be a just-in-case tool if you want to get a hold of someone with a quick question at any time. It makes getting in touch super easy. I have used the app and found it helpful!”
If the member thinks the app is just for medication reminders and doesn’t take medications or doesn’t need help with reminders
“The app is so much more than a reminder to take your medications. There is important information related to your condition, and it makes getting in touch with your nurse/care manager easier. Honestly what people get the most out of is working with their care team – they can really keep you on track and help make sure that you feel supported in between your regular doctor’s appointments.
If the member is concerned about data use
“Like many apps on your phone, Wellframe does use limited data: however, if you have concerns about your data usage ensure you’re connected to wifi. The strength of the network can impact the speed of the data on the phone.
If the member is NOT familiar with downloading apps to their device
“Downloading the app is free and very easy. I’m not the most tech savvy, but I have used it and found it easy and helpful. The easiest way to download the Wellframe app is to tap on the link in the text message I will send to you. This will take you directly to the place you need to go to download the app. Is there anyone home that can help you through these next few steps?”
Getting Consent Sample Scripts
Use these scripts to confirm member consent for text message and facilitate member onboarding.
To confirm consent to send text message invite.
“Could you confirm that it is okay to send you a text message with the information you need to sign up for [your program] app and get connected with me? Please note that text messaging is only for assisting you with onboarding onto the app and not a channel for us to discuss medical issues or to be used for emergencies as text messaging is not secure. After you successfully enroll, you can start messaging your nurse care manager through the secure chat on the app.”
If member consents: “Yes, you can send me a text message.”
“Great, let me create an account for you so we can make it even easier for you to sign up. Once I create your account, you will receive a text message with simple instructions. If you can stay on the phone while getting the texts, I can walk you through each step to make sure you are all set up.”
For more details check out Member Onboarding Experience – Downloading the App
If the member has a caregiver or prefers for a caregiver to manage their care
“Great! Your caregiver can sign up directly on the app. We can use it help coordinate your care and provide resources to support them as well. If you would like your caregiver to access the program on your behalf, I will need your verbal consent to work with your caregiver [and any forms required by your health plan].
For more detailed, check out Inviting a Caregiver
For more details on filling out the Invite Form, check out Inviting a Member.