MONITORING


24/7 Inbound and Outbound Monitoring

We built our business around our 24/7 proprietary monitoring platform, which we call our Care Center. Our HIPAA compliant Care Center features multiple layers of redundancy. Unlike a traditional call center, our Care Center is exclusively healthcare focused with individualized patient/member specific protocols to drive optimal outcomes. We actively recruit individuals with social work and other health and human services degrees to work in our Care Center and deliver on our mission.

Operations

  • Own and operate device-agnostic and HIPAA compliant 24/7 Care Center
  • Turnkey protocols for specific chronic conditions, as well as individualized options
  • Inbound and outbound interactions
  • Innovative and proven engagement strategies
  • Scalable strategies to address social determinants of health
  • Average monitoring representative seniority of five years
  • Metric-based reporting to measure quality and outcomes
  • Live English and Spanish-speaking representatives 24/7 and access to 190+ languages
  • Dedicated Partner Engagement Team

Social Work Model

  • Clinical and macro expertise with a formal program for BSWs and MSWs to meet the work experience requirement for licensure in the State of Michigan
  • Proprietary social work monitoring model Led by two Licensed MSWs
  • Formal Social Work programs in place with University of Michigan, Wayne State University, Eastern Michigan University, and Madonna University
  • Person-centered approach with strong empathy and patient/member advocacy
  • Proven strategies to address patient/member loneliness and isolation
  • Maintain a community resource database to drive community engagement and access to services

Continuous Training

  • Five levels of representative training and certification
  • 180+ hours of formal initial on-board training and ongoing training
  • Career path with opportunities for advancement
  • Onsite classroom and full-time trainer
  • Peer-led coach program to assist with development
  • Team member recognition and leadership development programs
  • Outreach & Advocacy Certification Program
  • Life Safety & Crisis Intervention Certification Program