Welcome to AllCare Operations
This training guide prepares you to work effectively as an AllCare Operations or Concierge team member. You’ll learn the systems, workflows, and best practices needed to coordinate care across facilities, providers, pharmacies, and patients.Training Goal: By completing this training, you’ll be able to independently handle patient enrollments, medication requests, provider coordination, and facility support using AllCare’s integrated systems.
Training Overview
Training Timeline
| Phase | Duration | Focus |
|---|---|---|
| Week 1 | Days 1-5 | System access, platform orientation, core concepts |
| Week 2 | Days 6-10 | Primary workflows, shadowing, supervised practice |
| Week 3 | Days 11-15 | Advanced workflows, independent practice with support |
| Week 4+ | Ongoing | Full independence, continuous learning |
Training Checklist
1
System Access Setup
Get credentials and access to all required systems
2
Platform Orientation
Learn the AllCare platform interface and navigation
3
Core Workflow Training
Master essential workflows (medications, enrollments)
4
Shadowing Sessions
Observe experienced team members handling real requests
5
Supervised Practice
Handle requests with oversight and feedback
6
Independent Work
Work independently with support available
Systems You’ll Use
As an operations team member, you’ll work across multiple integrated systems:AllCare.ai Platform
Primary Platform
- Patient profiles and care coordination
- Facility management (CRM)
- Task management
- Reporting and analytics
ECW (eClinicalWorks)
Clinical EMR
- Patient clinical records
- Tele-encounters for providers
- Medication lists and orders
- Clinical documentation
PioneerRx
Pharmacy System
- Prescription processing
- Dispensing verification
- Inventory management
- E-script receiving
Freshdesk
Ticketing System
- Request tracking
- Communication logging
- Team coordination
- SLA monitoring
Additional Tools
| Tool | Purpose |
|---|---|
| DHCS Portal | Medi-Cal/Medicaid eligibility verification |
| Noridian Portal | Medicare eligibility verification |
| Google Workspace | Email, calendar, documents |
| Slack | Team communication |
| Zoom/Teams | Video meetings and training |
Training Modules
Module 1: Platform Orientation
Duration: 2-3 hours1.1 AllCare.ai Navigation
1.1 AllCare.ai Navigation
1.2 Understanding Patient Data
1.2 Understanding Patient Data
Learn what information is stored and where:
- Demographics and contact info
- Insurance information
- Medical information and diagnoses
- Medications and pharmacy assignment
- Visit history and documentation
1.3 Facility and CRM Structure
1.3 Facility and CRM Structure
Understand facility organization:
- Facility types and contract statuses
- Service categories and configurations
- Provider assignments
- Patient roster management
Module 2: Ticketing and Communication
Duration: 2 hours2.1 Freshdesk Basics
2.1 Freshdesk Basics
Master the ticketing system:
- Ticket lifecycle (Open → In Progress → Resolved)
- Ticket properties (priority, type, tags)
- Assignment and routing
- SLA tracking
2.2 Communication Standards
2.2 Communication Standards
Learn professional communication:
- Response templates and macros
- Tone and language guidelines
- Escalation communication
- Documentation requirements
2.3 Cross-System Documentation
2.3 Cross-System Documentation
Ensure consistent documentation across systems:
- What to document where
- Linking tickets to patient records
- Audit trail requirements
- HIPAA considerations
Module 3: Medication Workflows
Duration: 4-6 hours3.1 Medication Refills
3.1 Medication Refills
Process routine refill requests:
- Receive and triage request
- Verify patient and medication
- Check refill eligibility
- Coordinate with pharmacy
- Handle authorization if needed
3.2 New Prescription Requests
3.2 New Prescription Requests
Handle new medication orders:
- Receive request and gather information
- Create tele-encounter in ECW
- Coordinate provider review
- Verify e-script transmission
- Confirm pharmacy dispensing
3.3 Medication Changes
3.3 Medication Changes
Process modifications and discontinuations:
- Dose changes
- Frequency adjustments
- Drug substitutions
- Discontinuations
3.4 Medication Reconciliation
3.4 Medication Reconciliation
Ensure medication list accuracy:
- Compare lists across systems
- Identify discrepancies
- Resolve conflicts
- Update all systems
Module 4: Patient Care Workflows
Duration: 4-6 hours4.1 Patient Enrollment
4.1 Patient Enrollment
Enroll new patients completely:
- Receive and verify referral
- Create patient in ECW
- Add insurance information
- Create matching record in AllCare.ai
- Verify cross-system functionality
4.2 Insurance Verification
4.2 Insurance Verification
Verify and add insurance:
- Check eligibility in DHCS/Noridian
- Add coverage in ECW
- Document verification results
- Handle verification failures
4.3 Status Changes
4.3 Status Changes
Manage patient status transitions:
- Active/Inactive changes
- Hospital admissions
- Discharge coordination
- Service level changes
4.4 Incident Reports
4.4 Incident Reports
Handle clinical incidents:
- Receive and triage reports
- Document in appropriate systems
- Escalate as needed
- Follow up on resolution
Module 5: Provider and Facility Coordination
Duration: 3-4 hours5.1 Provider Assignment
5.1 Provider Assignment
Assign providers to patients:
- Review patient needs
- Check provider availability
- Make appropriate assignments
- Communicate with all parties
5.2 Schedule Management
5.2 Schedule Management
Coordinate provider schedules:
- View and manage schedules
- Handle scheduling conflicts
- Optimize capacity
- Process schedule changes
5.3 Facility Support
5.3 Facility Support
Support facility operations:
- Answer facility questions
- Troubleshoot issues
- Coordinate with pharmacy
- Escalate complex problems
Module 6: Advanced Operations
Duration: 2-3 hours6.1 Reporting and Analytics
6.1 Reporting and Analytics
Use operational dashboards:
- Key metrics and KPIs
- Report generation
- Data exports
- Trend analysis
6.2 Task Module
6.2 Task Module
Manage tasks and services:
- Create and assign tasks
- Track completion
- Handle partner requests
- Generate reports
6.3 Escalation Procedures
6.3 Escalation Procedures
Know when and how to escalate:
- Clinical escalations
- Technical issues
- Compliance concerns
- Customer complaints
Shadowing Guidelines
What is Shadowing?
Shadowing means observing an experienced team member handle real requests while you watch and learn.During Shadowing
Shadowing Schedule
| Week | Focus Area | Hours |
|---|---|---|
| Week 1 | Platform navigation, ticketing | 4-6 hours |
| Week 2 | Medication workflows | 6-8 hours |
| Week 2 | Patient enrollment | 4-6 hours |
| Week 3 | Complex cases, escalations | 2-4 hours |
Supervised Practice
Progression Levels
| Level | Description | Oversight |
|---|---|---|
| Level 1 | Trainer guides each step | Real-time |
| Level 2 | You lead, trainer observes | Real-time |
| Level 3 | You work, trainer reviews after | Same day |
| Level 4 | You work, trainer spot-checks | As needed |
When to Ask for Help
Always ask for help when:- You’re unsure about the correct action
- A request involves something you haven’t seen before
- A patient or facility is upset or escalating
- Clinical safety may be involved
- You encounter a system error or bug
It’s always better to ask than to guess. There are no penalties for seeking guidance during training.
Key Policies and Compliance
HIPAA Compliance
As an operations team member, you handle protected health information (PHI):Documentation Standards
- Document all actions in appropriate systems
- Use professional, objective language
- Include relevant details (dates, times, names)
- Avoid abbreviations that could be misunderstood
- Keep documentation factual, not opinionated
SLA Requirements
Understand and meet service level agreements:| Request Type | Response SLA | Resolution SLA |
|---|---|---|
| Urgent medication | 2 hours | 24 hours |
| Routine medication | 24 hours | 48-72 hours |
| Patient enrollment | 24 hours | 48 hours |
| General inquiry | 24 hours | 48 hours |
Training Resources
Documentation
AllCare Ops Guide
Complete operations documentation
Medication Workflows
All medication-related workflows
Patient Care Workflows
Patient-related workflows
Facility Management
Facility and CRM workflows
Video Training
| Topic | Link |
|---|---|
| Platform Overview | Watch Video |
| Patient Enrollment | Watch Video |
| Medication Refills | Watch Video |
| ECW Navigation | Watch Video |
Video links will be provided by your training coordinator.
Quick Reference Materials
- Workflow cheat sheets
- System shortcuts guide
- Common scenarios and solutions
- Escalation contact list
- Pharmacy contact directory
Training Completion
Completion Requirements
To complete training successfully:Ongoing Learning
Training doesn’t end after initial onboarding:- Regular team meetings and updates
- New feature training as platform evolves
- Quarterly refresher sessions
- Continuous feedback and coaching
Getting Help
During Training
| Need | Contact |
|---|---|
| Training questions | Your assigned trainer |
| System access issues | IT Support |
| HR/administrative | HR team |
| Schedule/availability | Your manager |
After Training
| Need | Contact |
|---|---|
| Workflow questions | Team lead or senior team member |
| Technical issues | IT Support / #tech-support Slack |
| Escalations | Escalation procedures |
| Feature requests | Product team |