Understanding your Impact Report

The Impact Report shows you how your community is leveraging our services. All data is updated in real time and can be accessed by clicking the Impact Report tab.

Let's take a look at the key performance indicators:

• Inbound Interactions: All inbound phone calls, emails, and video-chats received by our Care Companion team from community members.
• Communication Saved: All outbound calls, emails, and texts made by our Care Companions to coordinate care.
• Warm Handoffs: All referrals from staff via a Warm Handoff.
• Family Initiated Cases: Total number of community members who contacted us directly for an appointment.
• Total Appointments Into Care: Care Companion spoke to community member and confirmed they booked an appointment.
• Total Unreachable: These are cases where a client has no longer responded to emails, texts, and calls from the Care Companion team. We will eventually stop contacting the client but will always keep the case details if we receive a response.
• Total Declined Services: Total cases where the community member has declined our services.
• Anonymous Searches: All completed searches through Care Match, the self-serve tool. This number reflects the number of people who visited your proprietary link and completed the questionnaire to match with local providers on their own.
• Demographic Information: This shows you the gender, age group, and ethnicity of the people that reached out to us. We also list the reasons people reach out for help.
• Top 10 Insurances: The top 10 insurances used by your community.
• Top 10 Providers: The top 10 providers used by your community. The top 10 providers are only for confirmed appointments.

For specific questions about your Impact Report, please reach out to your Customer Success Manager.