Performance Expectations
Average # of weekly engagements required per clinician to reach our goal
4.5
Spreadsheet that lists clients and their assigned care managers
Quick Reference Guide
NCQA's full name
National Committee for Quality Assurance
Name of our 4 week comprehensive training program
Voyage Training
Should be used when possible to facilitate efficient note taking and charting, but should always be checked for accuracy
Five9 AI Summaries
Maximum time allowed from member interaction to documentation
72 hours
The hours, in Pacific time, the Core and PHP Care Nav teams are available.
9 AM to 5 PM PT
The year a formalized Quality Assurance program for Care Navigation was developed
2022
The interpreter service for members whose preferred language is not English
Lionbridge
These four locations are where OOO days should be documented.
Care Nav 2025 OOO Schedule sheet
Personal calendar
Team OOO calendar
BambooHR/ADP time-off request
A CSAT average below this percentage will trigger a conversation with your manager
90%
Directing care decisions, performing therapy, and giving medical advice all fall into this category
Things we DON'T do
Initiated by managers upon disagreement with a score
Scorecard Appeal
Care Navigation's development and leadership book club
Learn n Lead
Place to log minors' primary point of contact for sending survey manually.
Qualtrics Member Survey Sheet
Minimum average amount of tasks per week for Care Coordinators
12
Rules engine that generates triggers and integrates with NaviChart to load Program Referrals (PRGs).
Cortex
The 3 types of quality audits performed by Cheyenne for clinicians
Documentation Audit
NCQA Audit
Outreach Audit
Learning opportunity that offers 10,000+ courses in areas like AI, business, technology, and more from organizations like Yale, IBM, and Google
Coursera
Implemented to guide case closure when CM unable to reach member
3-2-1 Method
The 4 CH Values at the heart of everything we do including interacting with clients, members, and coworkers
Dare to Solve Hard Problems
Connect with Empathy
Engage Authentically
Follow Your Curiosity
The criteria that is met to trigger a CCM referral.
Frequent hospitalizations or ER visits, costs, # of conditions, # of medications.
These four critical compliance areas must be followed to avoid an AUTOFAIL
Authentication & Authorization, No Surprises Act, Inform of Recorded Line, and Cost Estimate
This beverage is the favorite of our director, Ben.
Diet Dr. Pepper
Added to closed CC tasks to calibrate complexity and compare effort
Effort Score