Engaging a Person in a Guided Health Journey Program
Overview
There are two major classes of programs in the platform: Classic (Telephonic Only) and Guided Health Journey (sometimes called a Digital Journey). A Guided Health Journey is a program that can be conducted telephonically and includes digital capabilities, such as a member app and chat.
This user guide focuses on the preconfigured elements of a Guided Health Journey, designed to optimize engagement between the Care Manager and the Person.
This guide assumes that the person has opted into a digital program.
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* Access to Care Management * Permission to view programs
When you need to engage a member as a part of a Guided Health Journey.
The information described in this document depends on your organization's configurations.
Viewing a Guided Health Journey Configuration
Members enrolled in a Guided Health Journey program automatically receive outreaches. Details on the messages sent and their frequency can be found in the Program View.
To access the Guided Health Journey program, go to the person’s **Comprehensive Person View (CPV)**.
From the CPV, click the **Programs** tab.
Find the Digital Program you want to access, and then click on it. The Program Details page displays.
The Program Journey section is listed below the Program Details section. This tab includes information about the automated features of the Guided Health Journey Program, such as the message template, how many reminders are sent to a Person and how often, and how the program handles inactive people or completes a program.Each digital program is set up depending on your organization’s business rules. The options you see under the Digital Journey tab for different programs may vary.This section of the application is _view only_. You cannot make any change.
Resending a Digital Invitation
In the Engagement Activities section, you may see that the guided health journey invitation failed to be sent to the member. For example, their contact information was corrected since the last outreach attempt. When this happens, you can resend this invitation at any point prior to the person opting in.
You cannot resend an invitation to a closed program.
Click **Resend Invite**.
If the resend is successful, a success message in green text displays at the bottom of the screen. In case of a resend failure, a red text message displays instead.The Resend Invite button disables after execution, regardless of success or failure. The button enables when you navigate away from the program and return to it again.
Buzzing a Member
The member app does not push a notification to the person if you have sent them a new chat message. It is dependent on the person to log in through their customized URL to view this chat. To notify the person, you can buzz them after sending a new chat message.
On the person's CPV, click the **Chats** tab.
Click **Buzz**.
Click **Yes** to confirm sending a reminder.
A message displays indicating that the SMS Buzz reminder was successfully sent to the Person, and the Person receives the chat reminder..png>)
_(Alternate)_ Click Cancel to not send a reminder and return to the Chats tab.
Chatting with a Person
Digital chat is a convenient and flexible communication method that respects each party's time and boundaries. The person can freely respond at their leisure, just as you can, making it a convenient solution for quick inquiries without the hassle of arranging a phone call.
From the Homepage:
From your Home page, go to the **Connect** widget. This section includes the Chats and My Appointments features. Chats are sorted in order by when they were most recently accessed.
Click on the chat with the selected person to open it.
_(Alternate)_ Click on the Connect bubble in the top right corner.
Click on the chat with the selected person to open it.
From the Comprehensive Person View:
From the CPV, click on the **Chats** tab.
On the left side are all Chats that have occurred with this person. You can access your own Chat history to continue engaging with the person. Additionally, you can view Chats that have taken place between the person and other users.
From the Chat Request Task:
A person can request a Chat with their Care Manager from within the member app:
If the Guided Health Journey program has a user owner, the system assigns a task to this owner for follow-up.
If the Guided Health Journey only has a department owner, the system assigns a task to that Department.
The type of task and reason is part of the configuration. The task should be managed per your organizations processes and policies, then use one of the above methods to engage in a chat.
Messaging Notifications
As a Care Manager working in the application, you will receive visual queues and notifications for new chat messages.
Real Time Message Notification
If you are working in the application when a person sends a chat message, the message displays in the upper-right corner of the page.
To dismiss the notification, click the X. Otherwise, the notification dismiss after five seconds.
To read and/or respond to the new notification, click the message to open the Connect bubble window.
Unread Message Indicator
If a person sends a message while you're not in the application, unread message indicators display with your next login. You can view unread messages from the Connect widget or from the Connect bubble. A count of unread messages in each thread is displayed. If you are offline and another user views your chat thread, you will still see the unread indicator upon next login.
Unread messages on the Connect widget
Unread messages on the Connect bubble