Case Study: Outreach Coordination

Armed with this information, Outreach Coordinator Ricardo Blanco reaches out to Dr. Perez and his office staff to educate them on the Synergy program and the complementary benefits to the practice, particularly around dealing with a patient’s psychosocial issues. Ricardo shares his list of Targeted members, specifically informs the practice about Maria and enlists their assistance in engaging her in the Synergy program. Working with an established point person on the staff, Ricardo pinpoints Maria’s next appointment and collects updated contact and demographic data. He also leaves behind information for patients on the Synergy program, includes a “Synergy Member” sticker for Maria’s chart and provides a script pad for the doctor to use to encourage Maria to engage with a Synergy Care Coach. Two days before Maria’s appointment Ricardo follows up with his office contact to verify that the appointment has not changed and reminds her to share Synergy information with Maria. On the scheduled day of the appointment, Ricardo confirms with the office that the appointment occurred and directly calls Maria who is well informed of the program and expects the call. While discussing the benefits of the program, Ricardo learns that Maria would like help from a Care Coach, but is more comfortable speaking Spanish. Ricardo sets an appointment for Maria with a Spanish-speaking Care Coach and Maria completes her first clinical call the next day.

Maria continues to work with her Care Coach to this day. She has been receptive to diabetes education and support and has increased her communication regarding her life stressors. With her Care Coach’s encouragement, Maria has also become more open to accepting outside resource support referrals.

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