Overview
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What we like about them |
Good safety net traction: has worked extensively with many safety net clients that CCI is familiar with. |
Clear understanding and longtime commitment to underserved populations/safety net providers. Robust and validated SMS programs. |
Responsive and anxious to grow presence in safety net provider space. Cool smart waitlist feature. |
What we wish could be better |
Little online/published presence. Uncertain about how costs stack up to competitors. Would like to evaluate language support for literacy level and cultural competency. |
Better pricing and contract flexibility. Develop enterprise pricing in keeping with safety net financial resources. Limited language support. |
More presence in safety net. Uncertain about how costs stack up to competitors. |
Target Market Categories |
Hospitals
Health Systems
FQHCs
ACOs/IPAs
Specialty
Primary Care |
FQHCs
Community Health Centers
Health Systems |
Hospitals
Health Systems
FQHCs
ACOs/IPAs
Specialty
Primary Care |
Current Safety Net Clients or equivalent populations |
Tiburcio Vasquez Health Center
Golden Valley Health Center
Vista Community Clinic
Community Medical Centers |
Large majority of customers are FQHCs or free & charitable clinics.
Some clients include:
Clinica Family Health
Omni Family Health
Northeast Valley Health Corporation |
Alexander Valley Health Center
OLE Health
Salud Family Health Centers
Community Health of Central Washington
Three Rivers Community Health Group
St. Thomas Community Health Center |
Piloting & Contracting
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Pilot Available |
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More Discussion Needed |
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Pricing Model |
Flat Rate |
Per Patient/Member Per Year |
Monthly Fee + Per Provider Per Month |
Pricing Model Details |
Flat rate based on platform features and practice size. Terms are flexible and can be catered to the clients preference: e.g. monthly, quarterly, annually. |
Pricing is comprised of an annual subscription cost based on total patient population served includes access to all functionality. |
Provider Per Month + Monthly Platform Fee. Enterprise pricing is custom. Unlimited Message Volume. |
Integration
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EHR Integration Ready Platforms |
Epic, NextGen, Athenahealth, Allscripts
Aprima, Centricity, Greenway, eCW, Meditech, Meditab, SRS Health, Custom EHRs |
Current: EPIC OCHIN, NextGen OCHIN, NextGen OSIS, NextGen, AllianceChicago GE Centricity, Greenway PrimeSuite & Intergy, DataNet Solutions
Planned: eClinicalWorks |
Epic, Allscripts, Athenahealth, Carecloud, Centricity, Drchrono, eClinicalworks, NextGen, Nextech + 60 others |
EHR integration supports data standards |
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Bilateral EHR Data Exchange |

Real Time |

Real Time |

Real Time |
EHR Integration Detail |
Integrates directly with practices EHR(s) offering bi-lateral, real-time data exchange including patient data, appointment data, and demographic data. WELL supports HL7, Flat-File, API, and HTTPS via Interconnect Webservice. Read and write to most EHRs for confirmation statuses, direct cancellations, patient preferences, logging communications. |
Bidirectional read-write of patient EHR data to CareMessage. CareMessage can send appointment reminders and confirmations/cancellations will be sent back to the EHR. Real-time integration with HL7 and data transfer. CareMessage also supports EHR integration with Group and Direct Messaging and Health Education Programs. |
Integrates directly with the EHR offering bi-lateral, real-time data exchange including patient data, appointment data, procedure codes, and even demographic data. |
EHR Integration – Additional Cost |
Yes |
Yes |
Yes |
EHR Integration Cost Detail |
Included as part of initial implementation costs. Fees vary based on number of EHR/PM integrations required. |
One-time integration setup fee. Requires further scoping. |
One-time integration setup fee. |
Integration with other systems |
Vendor API supports appointment data, demographic data, message delivery and analytics. Live integrations include (but not limited to) myChart, Healthloop, Instamed, Uber Health, Giftbit, Repugen. |
i2iTracks, Azara, Dentrix.
Integration protocols available: API, HL7 v2, and SFTP and a secure connection. |
HL7 (SIU/ADT), secure webhooks out to PHI compliant systems, BI tools |
Implementation
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Implementation – Other Setup Costs? |
Yes |
No |
No |
Implementation – Other Costs Detail |
One-time setup fee includes EHR/PM integration, customization, project management, technical services, training. |
No additional fees other than EHR integration fees. |
No additional fees other than EHR integration fees. |
Implementation Time Period |
3-8 weeks |
7-12 weeks |
3-6 weeks |
Support
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Ongoing Support Fees? |
Included |
Included |
See Details
Costs vary depending on desired level of support, training, customizations, etc. |
Ongoing Support Details and Cost |
Quarterly Business Review with assigned Customer Success Manager
Ad-Hoc Scoping of Client-Requested Enhancements or Custom Development (new features or custom integration may incur additional cost)
Technical support for non-urgent issues via telephone and email on weekdays from 8:00am-8:00pm CT.
24/7 on-call support for urgent issues. |
Implementation Project Manager for initial setup, configuration and training with a dedicated Customer Success Manager for ongoing support, goal setting, impact data collection and analysis. Customer Support offered Monday through Friday from 8am-5pm in all time zones. |
Dedicated Customer Success Manager provides support around implementation to on-boarding to best practices.
Customer Success Team Available via email and phone 9am-5pm Monday-Friday PST.
Online Knowledge Base includes 100+ resources and articles. |
Features
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Patient Platform |
SMS
Emails
Web-based mobile chat
Robocalls (IVR) |
SMS |
SMS
Secure web-based mobile chat portal
Email, voice also available at no additional cost |
Provider Platform |
Web
Mobile
Desktop-based platform |
Web Portal |
Web Portal |
Languages Available/Cultural Competency |
Cantonese, Catalan, Danish, Dutch, English (default), Finnish, French, German, Italian, Japanese, Korean, Mandarin, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese Mandarin |
English and Spanish, both culturally relevant translations for underserved patients
Customers can provide their own translated content and send messages in other languages but will be unable to automate or schedule text messages written in other languages besides English and Spanish. Expanding language support in 2019 and beyond. |
Medically and culturally competent translations of: Spanish, Vietnamese, Korean, Russian, Farsi, Chinese, Armenian, Haitian, Creole, Arabic, Portuguese, Italian |
Pre-Existing SMS Content Available? |
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Pre-existing SMS Content Detail |
Content distribution method is highly customizable and pre-configurable. WELL has default recommendations for all commons use cases (reminders, transportation, insurance, workflow routing etc) |
19 health education programs, including nutrition, diabetes, hypertension
200 templates for Group and Direct Messaging campaigns, all intended for underserved patients (<=6th grade reading level, culturally relevant spanish) |
Campaigns around Chronic Care, Scheduling,Care Gap, Preventative Care |
Reporting: Provider Staff Can Independently Build Custom Reports |
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Some |
Reporting: Exportable Data |
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Reporting Capability Detail |
Analytics solution includes set of canned reports and ability for customers to self-serve and generate / manage their own dashboards and analytics. |
CareMessage offers a host of reporting options:
– Recurring reports for appointment reminders
– Reporting on outreach impact
– Prebuilt dashboards for Educational Programs on patient engagementAll data can be exported for further extrapolation & analysis. End users can generate their own reports and create content without vendor intervention. |
Out of the box reports and dashboards include metrics around messaging, waitlist, capacity utilization, appointment volumes, patient reply rates, referral conversions, net promoter score, etc. Data export available but not a standard offering. |
More Information
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Resources/Links Out |
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Contact |
Contact WELL Health
Alex Limpert, Senior Account Executive |
Contact CareMessage
Christine Chang, Partnerships |
Contact Luma Health
Ramesh Munnangi, Business Development |