For health plans
How a caregiver engagement program actually runs.
You've seen the argument. This is the operational half: where the caregiver population comes from, how outreach is paced, what implementation asks of your team, how you're billed, and what happens in a security review.
Finding the population
There are more caregivers in your data than you think.
Most plans assume they have data on a few thousand caregivers. In practice the population is far larger and already sitting in systems the plan owns, never assembled into something anyone could engage.
Finding them is the first phase of the work, and it is usually the part that surprises people. Members with no identifiable caregiver come back to you as a list rather than disappearing quietly.
Where caregivers are usually hiding
- Authorized representative records
- Designee and proxy files
- Communication consent flags
- Existing app or portal users with a relationship on file
- Care management notes and prior outreach history
We work with your data team to assemble these into one contactable population, then segment it by the members whose open gaps matter most.
The engagement model
For the first week, we ask caregivers for nothing.
Care gaps are visible from the moment a caregiver enters the app, but we lead with time saved, not tasks assigned. Trust has to exist before a request will work.
Once the habit forms, we surface one gap at a time, chosen by priority. Outreach escalates on a fixed schedule and stops the moment the gap closes. Our target is closure within 21 days of first outreach; anything still open moves to a lower-frequency weekly cadence rather than continuing to press.
Care gap communication plan
- Immediate In-app message + push notification — new care gap
- Day 3 Push reminder, if still open
- Day 7 In-app prompt + push reminder
- Day 14 Push reminder
- Day 21+ Email, weekly cadence
Every step is conditional on the gap still being open. Caregivers can mark an item already done, or ask to be reminded later.
Implementation
Three phases, in order, with nothing built before it is agreed.
Sequencing, data path, and timeline are scoped with your team up front, against your systems and your priority measures. Whatever the shape, it does not require a new system on your side.
Set up
Contract and BAA, vendor risk assessment, named counterparts on both sides, data feed specifications, and agreed KPIs before anything is built.
Engage
Initial caregiver roster delivered and validated. Outreach and onboarding begin with a starting cohort, then scale to the full population once the funnel is behaving.
Activate Stars
Care gap targeting goes live with closed-loop tracking, reporting against agreed success criteria, and regular business reviews tied to measure performance.
What we need from you
- An executed agreement and BAA
- A named program sponsor and a data counterpart
- Caregiver roster access — representative, designee, or consent data
- A care gap file or API path
- Review of caregiver-facing engagement content
That is the whole list. No new portal for your staff, no clinical workflow change, no member-facing system to integrate.
Commercial model
You pay for activity that actually happened.
Pricing is activity-based, not seat-based, and invoicing is tied to verified events. There is no prepayment and no minimum spend to sign.
Per caregiver we contact
Charged for the caregivers we actually run outreach to, whether or not they go on to activate. You are not charged for the population you hand us.
Per engaged member, per month
Charged only for members whose caregiver is actively using the platform that month. Dormant accounts are not billable.
Per confirmed care gap action
Charged on a completed, verified gap action. The largest share of what you spend is tied directly to the thing you are buying.
A one-time implementation fee covers integration and configuration. Specific rates depend on population size and measure mix, and we will walk through them on a call.
Security & compliance
Built to clear your vendor risk assessment.
We hold SOC 2 Type II, audited annually, and operate under a BAA with every plan partner. Member and caregiver data is minimized, encrypted in transit and at rest, and access is scoped to the people who need it.
Documentation and evidence requests →
Questions we get
The things quality teams ask first.
We already have a member engagement vendor.
Almost certainly, and we are not one. Your engagement vendor talks to members. We talk to the family member acting on the member’s behalf, a population your existing vendor has no path to and typically no data on. The two run in parallel rather than competing for the same inbox.
We don't think we have caregiver data.
Most plans say this, and most plans are wrong. The data usually exists across authorized representative records, designee files, and communication consent flags. It has simply never been assembled into a population anyone could engage. Identifying it is the first phase of the work, and it is often the part that surprises people.
What consent is required?
We work from caregivers your members have already designated and who have communication consent on file. We do not contact anyone outside that. Specific handling is agreed during implementation and documented in the BAA.
How do you attribute results to a measure?
Care gaps enter the system tagged to the measure they belong to. Every caregiver action is tracked against that gap and reporting rolls up at measure level, so you see which actions were taken, for which members, following which outreach. Closure itself is confirmed against your data rather than declared by us.
Won't this annoy our members?
The escalation is deliberately conservative: one gap at a time, a fixed cadence, an off-ramp on every message, and a hard stop the moment the gap closes. Anything still open after 21 days drops to a weekly cadence rather than pressing harder.
What is the lift on our side?
An agreement and BAA, a named sponsor and data counterpart, roster access, a care gap file or API path, and a content review. No new portal for your staff and no clinical workflow change.
Find out how many caregivers are already in your data.
A 30-minute working session with our team: the identification approach, the engagement model, and what a pilot looks like against your priority measures.
Request a demo