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
We work together to manage the devices after launch, ensuring participants have the support they need. The devices are programmed and ready to go out of the box. Should any issues arise, we always try to resolve them with the participant first. If further assistance is needed, our 24/7 support team is available to help, and if necessary, you can send the device back to us for a quick replacement—minimizing any inconvenience.
02
Announcing to Participants
It’s essential to announce the care.coach initiative to your participants, whether it’s a program-wide or pilot-wide launch. This helps them understand how care.coach avatars will enhance their care experience.
Program-Wide Announcement
When announcing program-wide, all participants become aware of the initiative, preparing them for seamless onboarding. This approach allows flexibility when expanding the program, ensuring backups or additional enrollees are ready.
Pilot Announcement
Focused participant announcements are ideal for pilot programs, allowing you to gather feedback and plan for expansion if the pilot is successful.
Notifying Staff
It’s equally important to notify your staff about the initiative. Clear communication helps ensure everyone is prepared and understands their role in supporting the participants using care.coach avatars.
03
Protocols, Surveys, and Reports
Depending on your contract, you may be able to customize avatar-run surveys, Power BI Reports, and Coaching Protocols. If you have any questions, be sure to talk with your Customer Success Executive.
04
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
If a launch event is included in your contract, we will ship devices to arrive a week before launch. During the event, care.coach will come onsite to get your participants introduced 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
Staff training sessions should be held about two weeks before launch. 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
Customize and add care interventions tailored to participant needs.
Placing Video Visits
Easily schedule and manage video calls between participants and caregivers.
Learning about Any Avatar Protocols Specific to Your Program
Learn specific avatar protocols customized for your program’s unique requirements.
07
Staff portal accounts
The Portal is your team’s access point to care.coach Video Visits, our resource library, and platform updates. Either upload a list with staff names and emails (use the "+ Upload" button) or have them email us at support@care.coach, requesting Portal access, and we will send them an invitation.
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.
10
Cobranding Logo
If you want your devices to feature your PACE program’s logo, please upload a high-resolution image by clicking the "+ Upload" button next to this section. If you are unsure if cobranding is covered in your contract, please ask your Customer Success Executive for guidance.
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.