Care Coordinator Case Study

Scenario: David’s mother, Angie, is 84-years-old, legally blind, and has dementia. She recently
suffered a mini stroke, and the family was worried about in-home safety after she got discharged
from a rehab facility. David lives out of state and is flying to Arizona to be there with his parents
to help determine next steps. His father, John, has been feeling overwhelmed as the primary
caregiver. David’s parents have Medicare and Supplemental insurance and live in zipcode 85374.
They own the home they have lived in for 40+ years and want to ensure that they can remain
together. David is an employee who has access to Wellthy’s coordination services and you are
the assigned coordinator. David is overwhelmed and reaches out because he doesn’t know
where to start or how to plan for next steps.
Instructions: Using the ‘Presenting Findings to Customers Guide’ below and your own best
judgement, help David find the right fit nursing home(s) for his parents. Please include your
reasoning as to why you chose the ones you did over others, your final recommendation for
which facility to find to be the best fit, and top 3 questions you would have asked if you were
calling the location. Then, In a separate section, include bullets to outline what other tasks or
steps you would have taken prior to researching homes when David reached out to you sharing
the above scenario.
Send an email within 48 hours to David (let’s pretend David’s email address is
samantha.kamper@wellthy.com) with the subject line: ‘A Home for Angie and John’ summarizing
your final recommendations. Spend no more than 1 hour doing the research. If you have any
questions about the facility that you can’t find the answer to over the internet, please don’t call
the facilities, but make up the answer to your questions yourself.
Presenting Findings to Customers Guide
Presenting findings can be a defining moment for the customer experience for some of our
most frequent tasks (Find In-Home Support, Find Living Facilities, Find Doctors).
Before starting to research, clearly define what things are required by the customer (e.g.,
must be covered by insurance) and what other things are important to them (e.g., as close
to my home as possible). These preferences should be present throughout your search.
A good presentation should be:
● Easy to understand
● Clearly point to what the best options are, based on the customer’s predefined
preferences
● Demonstrate that we did our duty in researching and are experts on the subject
1 Property of Wellthy, Inc. – for internal use only
● Show comparison in such a way that displays computer skills/knowledge
You can use this as a checklist before you send out your findings:
● Is the information easy to understand and visually pleasing?
● Does it clearly point out the best options?
● Are the customer’s preferences included in the research?
● Does this demonstrate we are experts and have researched accordingly?
Some best practices:
● Eliminate irrelevant information
● Use proper grammar
● Use formatting and colors to highlight important details, but be careful of
introducing too many colors or making the entire document bold
● To present comparisons, use a spreadsheet and chart
● Attach a PDF instead of sharing a Google/Excel/Word document (it looks more
professional and documents might change over time, while the PDF will store your
intent at that time)
● Reference your recommendations in a separate message, explaining the pros and
cons of each
● Mention briefly how many total findings you considered, so that the customer
knows you’ve done your research
● Try to fit your findings on one 8.5” x 11” piece of paper (horizontal or vertical) so the
customer does not have to flip through multiple pages and can print the sheet if
they would like

 

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