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Care Coordination

Prefer a template? Install the bundle.

Build a care coordination Journey
Acknowledge a request, alert a coordinator, then check it again a day later. Read the transcript

Build a request-status path that acknowledges new coordination requests, notifies a coordinator, checks the status one day later, and ends when the request is resolved. The Journey routes recorded statuses; it does not prove that a staff member contacted the Member.

Before you start​

  • Before using real health data, confirm Gravity Rail has authorized the intended workspace and services for PHI; see Using Gravity Rail with PHI. Use synthetic data until authorization is confirmed.
  • Confirm the request process, consent to contact, and approved acknowledgment and follow-up messages.
  • Prepare an authorized email Inbox, a named Care Coordinator, and a response interval and processing hours.
  • Create a Care coordination Form with an admin-only Enum Coordination status field containing Open, Needs follow-up, and Resolved. Keep one current record per Member and have the responsible staff or source system update it.

Build the Journey​

  1. In Journeys, create a Journey V2 and name its first step.
  2. Set Auto Enroll to the Form condition Coordination status is Open.
  3. On the first step, add a Send Email acknowledgment from the authorized Inbox and an internal notification to the named Care Coordinator.
  4. Add a status-check step after the first step with a 1 day delay.
  5. Add two routes from the check. The matching route checks for Coordination status = Needs follow-up. The other route handles every other value that has not ended the Journey.
  6. On the matching route, add an internal reminder to the coordinator and an email telling the Member their request is being reviewed.
  7. On the other route, notify the coordinator to verify the status. Do not send a Member email from this uncertain-status route.
  8. Add an independent End Condition for Coordination status = Resolved so a resolved request ends the Journey, including during the one-day wait.
  9. Review the authorized Inbox, messages, consent, coordinator access, and response interval. Test the draft with synthetic Members before enabling enrollment or emails.

Test with synthetic Members​

  • An Open request auto-enrolls, makes the acknowledgment email eligible, and notifies the Care Coordinator.
  • If the status becomes Needs follow-up, the matching route notifies the coordinator again and makes the Member update email eligible.
  • If the request remains open at the one-day check, the other route asks the coordinator to verify the status and sends no Member email.
  • Resolved ends the Journey, including while it waits.

The configured Actions do not establish that an email was delivered, a request was handled, or a Member was contacted.

Optional: use the free Journey Bundle​

The Bundle is a separate starting point: automatic enrollment is off, its emails are inactive, and monitored labels replace the manual Journey’s direct coordinator notifications. It checks request status at entry and once after one day. See the Care Coordination Bundle details before installing it.