Data Reporting Management notes

CMD Role Notes

• Real-time management is novel for us (Oh crap, three weeks ago we blew the budget)
• Kate, Travis and Megan are CMDs for all three lines at once. They cover for each other.
• All three need a view into all three lines all the time

Original User stories

(These stories will be partially solved with a full 'all calls/cases' table that is sortable, filterable, and searchable)

• As a Case Manager Director, I need to see all outstanding cases across all three lines so that I can know how busy the week is.
  • Outstanding may not be the key - lots of outstanding cases sit dormant
  • Number of unique patients called - may be more representative (other options: Incoming calls or Outgoing CM calls_
  • Number of new patients is also a nice number to know
• As a Case Manager Director, I want data on call volume over time so that I can adjust staffing. (EX: By line: are there more incoming calls the first half or the second half of the week? Or is there a DAY when incoming call demand is highest? How do holidays impact volume?)
  • In real time, we would adjust staffing if a CM asks for help. Probably not a data-based decision
  • But over time, this data can help us make assignments -- by line -- going forward (Ex: assign two CMs on Sundays if that's the day we get most calls)

New data needs

• How often do we refer people to clinics and what clinics we refer them to. (need data to say: I'm referring 30% of my clients to you, you should give me a discount)
• Needed for MD call line for NARAL Maryland partnership: Need county for MD residents (city to county conversion?)
• Needed for MD call line for NARAL Maryland partnership: OK to follow up with you? (A call to assess the level of service)

Pull from existing data

• Caller's home residence vs. call line used
• Dollars pledged per caller's home state (DC, MD, VA and non-DMV states)
• Number of weeks along (further) and clinic used
• Average time from first contact to pledge date (as a whole first, then maybe broken out VA/DC/MD/Other)
• At what point in pregnancy are they first calling? At what point are we paying out? How is amount of time differing in first tri pts vs. second? (as a whole and broken out VA/DC/MD/Other)
• The time between first contact and date of (original) appt (if can be determined). Like are folks giving us 1 day's notice before their appts or are they calling several weeks in advance of their first appt? (Do we override the first appt entry? maybe we should keep that)
• What percentage of pledges are "maxed out" based on gestation? (And even by case manager - which ones are just giving the max automatically)
• Number of incoming patients vs. number of pledges made
• Yield - pledges sent vs. redeemed
• What is "yield" rate for 1st tri procedures vs. 2nd tri procedures? (In service of the question: is it easier for our PTs to follow through when cost is lower--and thus should we help them out MORE earlier--or does it take the direness of a later, time’s-running-out procedure for everyone to band together?)
• Is yield for maxed out pledges better or worse than yield for moderate pledges? Yield = pledges redeemed. (Ex: first trimester patients who are only getting soft pledges for $50 may not be 'cashing in' because of the hassle?)
• What is average clinic billing turn around? (Talk to accounting about this)
• For patients that we intercept at earlier than 7 weeks: when do they call back? (And are we entering pre-7 weekers into the system?)
• Soft pledge vs. hard pledge vs. what is actually redeemed

Other questions / feature requests

• How many calls are 'worth it'? How many times should we call patients back? Is there a way for us to highlight the ones we're having trouble getting a hold with UX? (X number of calls with no contact)
• Change log on appointment date changes and soft pledge amount changes
• Have the system do the pledge math and/or show a budget bar for each individual patient
• Do callers stay on your call list too long?

Tag Olivia!