Navigating health care today is difficult for everyone, but particularly for those managing complex or chronic conditions. Fragmented and disconnected care can lead to poor adherence to treatment, not receiving care timely, increased costs and decreased satisfaction. We are addressing these challenges for health insurance plan members who receive In-Home Health Evaluations (IHEs) from Signify Health.
Many health plan members struggle with fragmented health care journeys. Disengagement from care teams, difficulty navigating services and barriers to accessing needed resources contribute to suboptimal health outcomes and inflated costs. The initial data collected through IHEs provide a critical lens into clinical and social determinants of health, enabling Signify Health to identify these vulnerable members and tailor interventions accordingly.
While Care Coordination Pathways CCP was initially offered as an add-on service for eligible members with identified care gaps, extensive operational data and health plan client feedback have demonstrated that care coordination needs are widespread. Meeting this unmet need to best serve our clients’ members underpins Signify Health’s strategic decision to integrate CCP as a standard, scalable service available to every member who receives an IHE. Additionally, a customizable “premium” version of CCP will be available featuring a growing catalog of purchasable pathway options with up to 3 pathways covered per member.
CCP fosters a member-centric streamlined approach employing three core components:
Following an IHE, Signify Health’s Care Coordinators promptly contact members to review personalized care plans and identify immediate next steps. The Care Coordinators assist members with a variety of tasks, including scheduling primary care or specialist appointments, facilitating mail-order prescriptions and providing medication adherence education. Communication extends beyond the member, ensuring care teams and providers are aligned for comprehensive support.
This approach reduces the risk of member abrasion by consolidating communications into a single, comprehensive call; essentially a “one call to close them all” philosophy that minimizes disruption and enhances member trust.
The CCP process begins with in-depth data collection during the IHE, capturing critical clinical details, social determinants, medication issues and referral needs. In addition, a single IHE can capture more than 300 clinical and social data points.
Upon receipt of actionable data shortly after a member’s IHE, Care Coordinators contact members to guide them through their next best actions and connect them with resources and services. By facilitating timely access to care, CCP addresses key gaps that often lead to adverse events or higher costs and frequently go unidentified until symptoms have escalated.
Member engagement can be challenging. However, we have proven success in reaching members post-IHE because of the trust we created during the IHE. Our established relationship with members means they are more willing to pick up the phone and engage with our Care Coordinators. During calls with members, Care Coordinators share abnormal results from any tests or screenings performed during the IHE and provide personalized support, facilitate access to services and provide resources and education.
When health plan members feel seen, heard, and supported they are more likely to take an active role in their care. Improved communication from Care Coordinators who are highly trained for this type of engagement and have time to employ motivational interviewing techniques has proven to build trust and clarity. With connections to human and printed resources that meet their needs, members are more likely to follow through.
You have availability before my primary care doctor does.
I like my [current] doctor but she’s always too busy.
[Health plan Member 2025]
So far the outcomes are compelling:
This success is further evidenced by our strong CCP partnerships with several national and large regional health plans.
A member asked if there was a resource that could assist her
with paying for her food and utilities. I connected the member to the
Department of Aging and Disability that was willing to assist her.
[Signify Health Care Coordinator 2025]
These results demonstrate the program’s ability to effectively engage members, successfully close care gaps and efficiently streamline coordination across multiple stakeholders.
This evolution reflects Signify Health’s commitment to enhancing the member-provider experience and helping members take more ownership of their health journey. Members learn the questions to ask their specific concerns and are empowered to engage with their provider.
Signify Health provides clients with a scalable, data-driven solution by standardizing CCP with a non-customizable “CCP for All” offering while preserving options for premium, customizable branded pathways. Our standard CCP for All offering allows us to bundle this essential service into each of our 3 million-plus visits.
Health plans benefit from CCP through improved quality metrics, reduced costs and enhanced operational efficiencies.
For members, CCP delivers a more connected and comprehensible health care experience.
Signify Health values the importance of providing education and informative resources to your members. Click HERE to access a member-facing resource that describes the CCP service and the benefits of scheduling an IHE.
Signify Health’s Care Coordination Pathways represents a strategic advancement in closing care gaps, enhancing member experiences, and improving health outcomes. By extending CCP as a standard service for all members receiving an IHE, Signify Health is supporting health plans in their efforts to deliver coordinated, cost-effective and high-quality scalable care.
Our ongoing commitment to innovation, data-driven interventions and member-centric solutions is intended to ultimately result in healthier populations and stronger health plan performances.