Welcome to care.coach!
Welcome to the care.coach Onboarding Hub! This page guides you step-by-step for a smooth implementation, enhancing participant care and engagement for PACE customers.
Implementation Plan
To initiate the program launch, please complete the steps below in the specified order and timeframe.
01
Implementation Meeting
In this meeting, we’ll help integrate care.coach with your PACE team, setting up workflows and key processes to support participant care and ensure your team is fully equipped to use care.coach effectively.
Identifying Participants for Service
We begin by working with you to identify the right participants for our services, ensuring their needs align with the support our team and technology can provide. This step is vital to ensure participants are engaged and receiving the care they deserve.
Establishing Communication Pathways
Clear and reliable communication is essential for effective participant care. We collaborate with your team to set up efficient communication channels, ensuring that urgent issues, routine updates, and participant-specific information are easily shared with the right individuals at the right time.
Device Management
The devices are programmed and ready to go right from the box. Should any issues arise, we first try to resolve them with the participant. If further assistance is needed, our 24/7 bilingual support team is available to you and your participants.
02
Announcing care.coach to your staff and participants
It’s essential to announce the care.coach initiative to your participants and staff, whether it’s a program-wide or pilot-wide launch. This helps them understand how care.coach avatars will enhance their experiences.
Program-Wide Announcement
Use our letter template to announce the program, participants, by raising awareness early, you are preparing them for the best possible onboarding experience.
Notifying Staff
It’s equally important to notify your staff about the initiative. Use our letter template for clear communication, ensuring everyone is prepared to begin implementation of care.coach into their workflow.
Coaching Programs, Surveys, and Reporting
Customize health coaching programs, avatar-led surveys, and your care.coach dashboard, or choose from our library of curated offerings.
03
Site Escalation Pathways
Submit this form to help us collect essential contact information as you set up your account. If you have multiple sites, have each lead complete this form. The form is divided into three sections.
Phone Escalation Information
In case of urgent participant needs, we request the phone number to be used during business hours. Additionally, customers have the option to provide a secondary phone number if no one answers the first call. We also collect an on-call phone number for after-hours assistance.
Email Escalation Categories
For different types of escalations (e.g., clinical issues, medications, device management, falls), customers are asked to provide the relevant email addresses or email groups to receive alerts. Multiple emails can be used for each category to ensure proper communication.
05
Launch Event
Whether you chose a remote or onsite launch we ship the devices to arrive one week prior. During the onsite launch event, care.coach will introduce your participants to their avatars. Additionally, we offer hands-on training and service demos for staff. If you are unsure if this is covered in your contract, contact your Customer Success Executive.
06
Staff Training
These sessions provide your team with a thorough understanding of care.coach services, including:
Enrollment and Device Setup
Guidance on enrolling participants and setting up devices for seamless use.
Adding Interventions
Learn to add care interventions like medication and appointment reminders, assign our health coaching programs, and schedule activities.
Placing Video Visits
Learn to easily make video calls between participants and caregivers.
07
Staff portal accounts
The Portal is your team’s access point to care.coach Video Visits, resource library, platform updates and more. Visit www.portal.care.coach to login. To enable video visits, you must request that an account be created. To do this, either send us a list with staff names and emails or have them email us at support@care.coach, requesting a video visit account, and we will send them an email with their credentials and instructions on logging in.
08
Consent Form
09
Power BI Demo
Our Power BI dashboard provides a comprehensive view of your care.coach project, from high-level overviews to detailed insights on individual participants. You can easily track specific programming for each participant, monitor interaction outcomes, and access escalation reports that offer valuable clinical insights, helping you make informed decisions and improve participant care.
These reports typically start populating about two weeks after launch, so it is best to schedule this demo prior to then. Decide who you want to have access to these reports (number of seats is contract-based), and let your Customer Success Executive know so they can set up the accounts.
This onboarding page will guide your team and participants through a successful launch and setup, while ensuring strong communication and engagement with participants and staff for future growth.