Welcome, Operations Team
This guide provides complete, end-to-end workflows for AllCare operations staff and Concierge teams. Each workflow combines:- ✅ Software steps (AllCare platform, ECW, PioneerRx, Freshdesk)
- ✅ Cross-system coordination (between clinical, pharmacy, and facility systems)
- ✅ Offline procedures (phone calls, fax, escalation paths)
Your Role
As an AllCare Operations or Concierge team member, you coordinate care across:- Facilities - Healthcare facilities and their staff
- Providers - Medical providers and clinical teams
- Pharmacy - Dispensing pharmacy and delivery
- Patients & Families - Direct patient and POA support
Quick Navigation by Workflow Type
Medication Workflows
Refills, new prescriptions, changes, reconciliation, EMR updates, special delivery
Patient Care Workflows
Enrollment, status changes, incidents, hospital coordination
Facility Management
CRM workflow, facility onboarding, contracts, service configuration
Provider Coordination
Provider assignment, schedule management, visit routing
Patient Operations
Enrollment oversight, status management, bulk operations
Reporting & Analytics
Dashboards, analytics, exports, task module, automation
How to Use These Workflows
Workflow Page Structure
Each workflow page follows a consistent format:- Overview - Purpose and scope of the workflow
- Quick Reference - SLA, escalation rules, systems used
- Workflow Diagram - Visual Mermaid flowchart showing the complete process
- Step-by-Step Procedure - Detailed instructions combining:
- Software actions (what to click, what to enter)
- Cross-system coordination (how systems interact)
- Offline tasks (phone calls, faxes, escalations)
- Systems Used - Breakdown of each system’s role
- Troubleshooting - Common issues and solutions
- Video Walkthrough - Training video links
- Related Workflows - Cross-links to connected processes
Finding the Right Workflow
By Task Type:- Need to process a medication? → Medication Workflows
- Need to enroll or update a patient? → Patient Care Workflows
- Need to coordinate with providers? → Provider Coordination
- Need to manage facilities? → Facility Management
- Working in ECW? → Check workflows that involve EMR
- Working in PioneerRx? → Check medication and pharmacy workflows
- Working in Freshdesk? → Most workflows include ticketing steps
- Working in AllCare.ai? → All workflows touch the platform
- Facility calls/tickets → Start with the request type (medication, patient, orders)
- Provider requests → Check Provider Coordination
- Pharmacy questions → Check Medication Workflows
- POA/Family → Check Patient Care Workflows
Core Workflow Categories
Medication Workflows
Complete guides for all medication-related tasks:Medication Refills
Medication Refills
Process refill requests, check eligibility, coordinate with pharmacy, handle provider authorizationsView workflow →
New Prescription Requests
New Prescription Requests
Handle new medication orders, create tele-encounters, verify e-scripts, coordinate dispensingView workflow →
Medication Changes
Medication Changes
Process medication modifications, discontinuations, and substitutionsView workflow →
Medication Reconciliation
Medication Reconciliation
Ensure medication lists match across ECW, PioneerRx, AllCare.ai, and facility recordsView workflow →
Add Medication in EMR
Add Medication in EMR
Document medications in ECW when prescribed or dispensed outside AllCareView workflow →
Pharmacy Special Requests
Pharmacy Special Requests
Handle special packaging, labeling, and delivery requestsView workflow →
Patient Care Workflows
End-to-end patient care coordination:Patient Enrollment
Enroll new patients in ECW and AllCare.ai with insurance verification
Status Changes
Home Health, Hospice, Hospital admissions/discharges (coming soon)
Incident Reports
Triage and escalate clinical incidents (coming soon)
Hospital Discharge
Coordinate discharge documentation and follow-up (coming soon)
Facility Management
CRM Workflow Guide
Complete CRM workflow for facility and patient onboarding
Facility Onboarding
Onboard new facilities to the platform
Contract Management
Manage facility contracts and status
Service Configuration
Configure services for each facility
Provider Coordination
Provider Assignment
Assign providers to patients and facilities
Schedule Management
Optimize provider schedules and capacity
Visit Routing
Plan efficient visit routes
Patient Operations
Enrollment Workflow
Oversee patient enrollment across facilities
Status Management
Manage patient status transitions
Bulk Operations
Perform operations at scale
Reporting & Analytics
Dashboards
Real-time operational dashboards
Analytics
Deep-dive analytics and insights
Export Tools
Export data for external analysis
Task Module
Manage tasks and service delivery
Workflow Automation
Automate repetitive tasks
Integrations
Manage external integrations
Key Systems
AllCare.ai Platform
- Patient profiles and care coordination
- Facility management and CRM
- Task tracking and service delivery
- Reporting and analytics
ECW (eClinicalWorks)
- Clinical EMR and patient charts
- Tele-encounters for provider coordination
- Medication lists and orders
- Clinical documentation
PioneerRx
- Pharmacy dispensing system
- Prescription processing and verification
- Inventory management
- E-script receiving
Freshdesk
- Ticketing and request tracking
- Communication logging
- Team coordination
- SLA monitoring
Operational Metrics
Monitor key operational metrics through the reporting dashboards:- Patient enrollment and assignment timelines
- Medication request response times
- Facility satisfaction scores
- Visit completion rates
- Ticket resolution times
View Live Dashboards
Access real-time metrics
Support & Escalation
Support Contacts
- Technical Support - Technical issues and system bugs
- Product Team - Feature requests and feedback
- Compliance Team - Regulatory and compliance questions
- Training Team - User training and onboarding
Escalation Process
1
Identify Issue
Determine severity and impact
2
Attempt Resolution
Use available workflows and troubleshooting guides
3
Escalate if Needed
Contact appropriate team with full context
4
Document
Record issue and resolution in Freshdesk for knowledge base
Getting Started
1
Complete Ops Training
Review onboarding materials and system access
2
Learn Key Workflows
Start with medication refills and patient enrollment
3
Shadow Experienced Team Members
Observe real workflows in action
4
Handle Supervised Requests
Process requests with oversight and feedback
5
Work Independently
Handle full workflow independently with support available