Member States Overview
Please Note: Not all features are available for all clients. If you are not seeing this specific functionality in your Dashboard, please check with your organization to determine if/when this feature will be enabled.
Member states are mutually exclusive states in Wellframe that represent where members are in their digital care management journey. These terms may or may not correlate with your member’s status in your Care Management System; refer to your organization’s workflow/policy when determining this alignment. Member States are categorizations built in Wellframe to assist you in monitoring your digital care management members. Member states can be updated individually per member or in bulk via Group Actions on the Priority or All views.
There are 6 member states with 4 automatically updated and 2 requiring manual updates.
| Member State | State Description and Intention | Automation Rule | Additional Notes |
| Invited | Members that have been invited but have not yet onboarded. | Automated Members are automatically moved to this state. | |
| Digital Management | Members who are actively working on a health goal or care plan with their care team. | Automated Members are automatically moved to this state once they are onboarded. | |
| Digital Monitoring | Members who are not actively working on a health goal or care plan with their care team. | Manual Members need to be manually moved to this state. | |
| Digital Unable to Reach (Invited)* | Members that did not onboard within 30** days | Automated Members are automatically moved to this state after 30 days. The care team has the ability to manually move a member to this state prior to 30 days. | Refer to your organization’s workflow/policy for member outreach when determining if a member needs to be moved to this state before 30 days. If you have met the required outreaches, feel free to manually move them ahead of the 30 days to remove them from your invited caseload. Otherwise the system will automatically do it at day 30. |
| Digital Unable to Reach (Onboarded)* | Members that have not engaged for more than 60** days if from Digital Management and >90** days from Digital Monitoring. | Automated Members are automatically moved to this state. >60* days from Digital Management and >90* days from Digital Monitoring. | Refer to your organization’s workflow/policy for member outreach when determining if a member needs to be moved to this state before the automation runs. If you have met the required outreaches, feel free to manually move them into this state sooner. Otherwise the system will automatically do it at day at 60 days if the member was in “Digital Management” and 90 days if the member was in “Digital Monitoring”. |
| Done | Members whose access to the Wellframe mobile application is revoked by their care team. The members’ profiles can still be found in the dashboard, but the member cannot login to the mobile application. | Manual Members need to be manually moved to this state. |
*These terms may or may not correlate with your member’s status in your Care Management System, refer to your organization’s workflow/policy when determining this alignment.
**These are default ranges built into the product.
How Does It Work
Staff can view and update member states on a member’s profile. Staff can also view, filter, and group update Member States on the All View and Priority View.
Update Member States Individually
To update an individual member state, on the member profile, select the Member State dropdown and then select another option from the list. The options shown will be applicable new states to move the member to, based on their current member state.
- When members are moved out of Digital Management and into Digital Monitoring, or when a member is marked Done, staff will be prompted to select a reason for reporting purposes.
Update Member States Via Group Actions
Member states can be updated via Group Action on Priority View or All View. Additionally, filters on the All View can be leveraged for Group Action updates. It is recommended to choose less than 50 members per Group Action. Here’s an example workflow:
- On the All View, filter to members in the Digital Unable to Reach Member State with Last Opened App more than 120 days.
- Select the members for the Group Action by clicking the checkbox next to their names, or by clicking the checkbox above the segment to select all members.
- Select the Group Actions drop-down menu on the right side, and then select Update member state.
- View and validate the total number of members selected.
- Choose the new member state from the drop-down (e.g. Done), noting if any members cannot be moved to that state, and then select the button to perform the Group Action.
Priority View: New Insight for “Digital Unable To Reach”
When a member is automatically moved into Digital Unable to Reach, a new insight will be triggered to inform staff of the move.
Priority View: “Unable To Reach” With Recent Engagement
The Priority View segment shows members currently in a Digital Unable to Reach segment that have had recent engagement in the mobile application. Staff can use the Priority View segment to manually triage those members to a more appropriate member state i.e. Digital Management or Digital Monitoring.
NOTE: Once a member appears in this segment, they will ONLY appear in this segment and no other segment until their Member State is moved out of UTR, even if ALL of their alerts have been addressed!
Helpful Hint! – This segment works just like “Members Without A Care Team”. Members remain in the “Members Without a Care Team” segment until they are assigned at least 1 Care Team member.
If a new notification comes in for the member, the applicable icons will activate appropriately.
