Welcome to care.coach!
Onboarding Hub
Welcome to the care.coach Onboarding Hub! Here, you'll find everything you need to get started with our platform, designed specifically for PACE customers. From setting up your devices to exploring our features, this page will guide you through each step to ensure a smooth and successful implementation. Let's start enhancing participant care and engagement.
Implementation Plan
Implementation Meeting
In this implementation meeting, we work with your PACE organization to integrate care.coach services. Our focus is on helping your team manage participant care through a collaborative, team-based approach. We will establish workflows and key processes, to ensure that your team is fully equipped to utilize care.coach services effectively, allowing you to focus on providing exceptional care to your participants. The main areas of focus are: 1. 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. 2. 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. 3. 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.
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 you Customer Success Executive.
Cobranding Logo
If you want your devices to feature your PACE program logo on them, please upload a high-resolution image by clicking on 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.
Site Escalation Pathways
This form helps us collect essential contact information from customers as they set up their account. If you have multiple sites, have each lead complete this form. The form is divided into three sections: 1. Site Lead Contact Information: We gather the name, email, and site details of the individual who will serve as the primary contact. This includes the site name and address, which is important for shipping devices. 2. 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. 3. 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. Each section ensures that we have the appropriate contact details for effective support and escalation management.
Launch Event
If a launch event is included in your contract, we will ship devices to arrive a week before launch, at which time care.coach will come onsite to get your participants set up with their avatars. Additionally, we offer hands on training and service demos for staff, while onsite. If you are unsure if this is covered in your contract, contact your Customer Success Executive.
Staff Training
These are best to hold about 2 weeks before launch. Our session provides staff with a thorough understanding of services and use cases, while setting clear role expectations. Staff gain practical knowledge in: - Enrollment and device set up - Adding interventions - Placing video visits
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.
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 don't start populating until 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), let your Customer Success Executive know and they will get the accounts set up.