Our Pod Environment
All Care Coordinators (customer service, case managers, and disease managers) use the same technology platform (PIVIT™) and reside in a “Pod” work environment. By localizing Care Coordinators in client-dedicated groups of 20-25, the Pod model enables collaboration, continuous learning, and enhanced customer service. The physical proximity of all Pod members results in real-time intervention and referral. For example, when a plan participant is identified for referral to Disease Management or Case Management, they can be transferred or teleconferenced together immediately – usually with a Pod member that sits in a nearby workstation.
Here are a few of the benefits that our Pod work environment delivers:
- Care Coordinators have a sense of ownership and accountability for the employer groups assigned to their Pod – they get to know an employer’s unique culture, plan, and employees.
- By sitting next to each other, Care Coordinators can initiate real-time, warm transfers, increasing engagement and early intervention when the patient is most receptive.
- Proximity also promotes close collaboration between Care Coordinators. PSRs are sensitive and recognize clinical issues. Nurses can quote benefits and resolve claim issues, which leads to dramatically higher plan participant satisfaction.