This article provides care team members with the tools to find patients who may be ready to enroll in a care management program and decide who to contact first. ThoroughCare reviews each patient’s information, recommends the programs they may qualify for, and assigns them a priority. The Enrollment Specialist Hub brings these recommendations together with program-level statistics and enrollment tools in one worklist. In this section, you will learn how to read the ‘Enrollment Specialist’ card on the Command Center, how to access and navigate the ‘Enrollment Specialist’ screen, how patient priorities work, how to review population statistics, and how to enroll patients directly from the worklist.
Enrollment Specialist Card
The ‘Enrollment Specialist’ card is located on the ‘Command Center’ screen. It displays patients who may be ready to enroll in a ThoroughCare-supported program, grouped by how soon they should be contacted, and tracks new enrollments over the last six months. To learn more about the Command Center, please see the ‘Command Center’ section.
Priority 1 – Contact Now - This count displays the number of patients who should be contacted first.
Priority 2 – Contact Soon - This count displays the number of patients who should be contacted next.
Priority 3 – Contact Proactively - This count displays the number of patients who can be contacted as time allows.
New Enrollments This Month - This bar graph displays the number of patients enrolled in each of the last six months, including the current month. The percentage in the top right corner compares the current month to the previous month. A green percentage with a plus sign (+) indicates an increase, and a red percentage with a minus sign (-) indicates a decrease.
Note: Patients are removed from the priority counts once their priority changes to ‘Actioned’ or to a ‘Follow-Up’ priority. To learn more, please see the ‘Understanding Patient Priorities’ section below.
To view patients in a priority group through the ‘Command Center’ screen:
Click the desired priority count on the ‘Enrollment Specialist’ card to open the ‘Enrollment Specialist’ screen with the matching ‘Enrollment Priority’ filter applied
To view this month’s new enrollments through the ‘Command Center’ screen:
Click ‘New Enrollments This Month’ on the ‘Enrollment Specialist’ card to open the ‘Enrollment Specialist’ screen with the ‘Enrollment Date’ filter set from the first day of the current month through today
Note: Each priority count on the card matches the number of patients in the list it opens.
Enrollment Specialist
The ‘Enrollment Specialist’ screen is a patient worklist that helps care team members focus their outreach on the patients most likely to benefit from a care management program. Each patient row displays the patient’s priority, the programs they are active in or recommended for, their recent outreach, and their estimated revenue. Above the worklist, the ‘Population Statistics’ section summarizes enrollment progress for each program.
To access the ‘Enrollment Specialist’ screen:
Expand ThoroughCare’s left side panel
Expand the panel’s ‘Worklists’ menu
Click ‘Enrollment Specialist’
Notes:
The ‘Enrollment Specialist’ screen can also be opened from the ‘Enrollment Specialist’ card on the Command Center.
The ‘Enrollment Specialist’ screen replaces the ‘Eligibility & Enrollment’ worklist.
If your organization does not use enrollment priorities, this option is labeled ‘Patient’ in the ‘Worklists’ menu.
The Enrollment Specialist Hub is only available to organizations that have it turned on. To learn more about adding the Enrollment Specialist Hub, please reach out to a ThoroughCare representative for assistance.
Navigating the ‘Enrollment Specialist’ Screen
The ‘Enrollment Specialist’ screen will open to the ‘Population Statistics’ section, followed by the patient worklist. By default, the worklist is sorted by priority, with Priority 1 patients listed first.
Understanding Patient Priorities
Each patient in the worklist is assigned a priority that shows how soon they should be contacted. ThoroughCare assigns these priorities based on the patient’s information, such as their conditions and recent hospital visits. The priority is displayed as a colored pill in the ‘Priority’ column.
P1 - Priority 1 patients should be contacted first.
P2 - Priority 2 patients should be contacted next.
P3 - Priority 3 patients can be contacted as time allows.
P1: Follow-Up, P2: Follow-Up, P3: Follow-Up - A patient’s priority changes to its ‘Follow-Up’ version after a call is completed with the patient, whatever the call outcome. The patient keeps their original priority level and is moved to the bottom of the worklist.
Actioned - A patient’s priority changes to ‘Actioned’ once every program recommended for them has an enrollment status, such as ‘Active’ or a declined status. The patient is moved to the bottom of the worklist.
Notes:
A ‘Follow-Up’ priority returns to its original priority the next day. If another call is scheduled, the ‘Follow-Up’ priority returns to its original priority the day after that scheduled call.
After a patient is marked ‘Follow-Up’ or ‘Actioned’, ThoroughCare reviews the patient again after six months. The patient is reviewed sooner if their conditions change, they have a hospital transition, or they have Transitional Care Management (TCM) or Annual Wellness Visit (AWV) activity. If a new program is recommended, the patient receives a new priority and moves back into their priority group.
When an ‘Actioned’ patient is reviewed again after six months, any recommended program that is not active is reset, so it can be recommended again.
Viewing Population Statistics
The ‘Population Statistics’ section summarizes enrollment progress for each program, so users can see how many patients are enrolled and how many more could be enrolled before working through the patient list.
All Programs - This card displays totals across all programs, including the number of enrolled patients out of eligible patients, the percentage enrolled, and the number of enrolled patients in each priority.
Each program then has its own card that displays the following:
Enrolled - This count displays the number of patients enrolled in the program.
Eligible - This count displays the number of patients who are enrolled in the program or recommended for it.
Progress - This bar displays the percentage of eligible patients who are enrolled.
Expected Revenue - This value displays the estimated yearly revenue for the patients enrolled in the program.
Possible Revenue - This value displays the estimated yearly revenue if all eligible patients enrolled in the program.
Priority Breakdown - This dropdown displays the number of enrolled patients in P1, P2, and P3.
To view a program’s patients through the ‘Enrollment Specialist’ screen:
Click the desired program card to filter the worklist to that program’s enrolled and recommended patients
Note: To remove the program filter, click ‘Clear filter’.
To expand or collapse the ‘Population Statistics’ section through the ‘Enrollment Specialist’ screen:
Click the ‘Population Statistics’ heading
Notes:
The ‘Population Statistics’ section is remembered as expanded or collapsed the next time you open the screen.
The ‘Population Statistics’ section includes all practices you can access in your organization. To view statistics for specific practices, use the ‘Practice’ filter in the worklist.
The All Programs totals add together each program’s numbers. A patient enrolled in two programs is counted once for each program.
Some organizations may not see cards for every program.
Depending on your organization’s settings, the ‘Population Statistics’ section and revenue information may only be displayed for Customer Admin and Practice Admin users.
Worklist Columns
Each patient row displays the information needed to plan outreach and track enrollment.
Priority - This column displays the patient’s priority. Clicking the priority opens the patient’s enrollment priority details. To learn more, please see the ‘Reviewing a Patient’s Priority’ section below.
Programs - This column lists the programs the patient is active in, followed by the programs recommended for them. A recommended program with a check mark has not been actioned yet. A recommended program with an ‘X’ has been given an enrollment status other than ‘Active’.
Interaction Overview - This column displays the patient’s last call attempt, last successful call, and next scheduled call.
Revenue Predictor - This column displays the patient’s estimated yearly revenue for their active and recommended programs.
Filtering the Worklist
Filters narrow the worklist to specific patients, such as patients with a certain priority or patients enrolled during a certain time.
To filter the worklist through the ‘Enrollment Specialist’ screen:
Click the ‘Filters’ button located at the top right of the worklist
Select the desired filter values
Repeat step 2 until all desired filters have been selected
Priority - Displays patients with any of the selected priorities: P1, P2, P3, P1: Follow-Up, P2: Follow-Up, P3: Follow-Up, Actioned, or N/A. ‘N/A’ displays patients who do not have a priority.
Enrollment Date - Displays patients with an active enrollment that started between the selected dates.
Practice - Displays patients in the selected practices. The ‘Population Statistics’ section also updates to the selected practices.
Reviewing a Patient’s Priority
Clicking a patient’s priority opens a modal with two tabs. The ‘Enrollment Priority’ tab explains why the patient received their priority, and the ‘Program Enrollment’ tab allows users to enroll the patient in their recommended programs. The patient’s name, date of birth, EHR ID, and phone number are displayed at the top of the modal.
To review a patient’s priority through the ‘Enrollment Specialist’ screen:
Locate the desired patient and click their priority in the ‘Priority’ column to open the modal to the ‘Enrollment Priority’ tab
Review the details explaining the patient’s priority
Notes:
Click the patient’s name at the top of the modal to show or hide their details.
Clicking a recommended program in the ‘Programs’ column opens that program’s recommendation details instead.
Enrolling a Patient from the Worklist
The ‘Program Enrollment’ tab allows users to set an enrollment status for each of a patient’s recommended programs without leaving the worklist. Each recommended program is displayed as its own card.
To enroll a patient through the ‘Enrollment Specialist’ screen:
Locate the desired patient and click their priority in the ‘Priority’ column to open the modal
Click the ‘Program Enrollment’ tab
Locate the desired program card and select an enrollment status from its dropdown
Note: The program’s current status is displayed next to the program name. Once a new status is selected, it is displayed next to the current status.
If ‘Active’ was selected, enter all applicable enrollment fields displayed in the program card
Repeat steps 3-4 until all desired programs have been updated
Click the ‘Save Program Statuses’ button to save and close the modal
Note: If any required enrollment fields are missing, they are highlighted in red and nothing is saved until they are completed.
To start Transitional Care Management (TCM) or an Annual Wellness Visit (AWV) through the ‘Enrollment Specialist’ screen:
Locate the desired patient and click their priority in the ‘Priority’ column to open the modal
Click the ‘Program Enrollment’ tab
Click the ‘Start TCM’ or ‘Start AWV’ button in the program’s card to open the patient’s chart to the ‘Transitions’ or ‘Wellness’ tab
Note: If changes to another program card have not been saved, a message will ask you to confirm before leaving. Click ‘Yes’ to continue without saving those changes.
Notes:
Only users with permission to enroll patients can update enrollment statuses.
Once a program is saved as ‘Active’, it moves to the patient’s active programs in the ‘Programs’ column and is removed from the ‘Program Enrollment’ tab.
Once a program is saved with any other status, it is marked with an ‘X’ in the ‘Programs’ column.
Enrollment statuses saved from the worklist are also updated in the patient’s chart.
Once every recommended program has a status, the patient’s priority changes to ‘Actioned’.
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