> ## Documentation Index
> Fetch the complete documentation index at: https://help.allcare.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Care Partner Job Aid

> Day 1 job aid for Care Partners running the Pre-Dispatch queue.

<Note>
  Print this. Keep it on your desk. One page. Two halves.
</Note>

**Login:** AllCare → Care Partner workspace
**Slack:** `#ai-concierge-launch`
**Pillar Champions:** Germin, Melinda
**P0 escalation:** page Ramy + Sakr direct

## Your two queues

| Queue            | Job                                                                      | Volume        |
| ---------------- | ------------------------------------------------------------------------ | ------------- |
| **Pre-Dispatch** | Review every AI-classified task. Click Dispatch.                         | New, all day  |
| **Open Tasks**   | Follow up on dispatched tasks until closure. Communicate with requester. | Same as today |

## Top half: the 3-minute Pre-Dispatch review

For every task in Pre-Dispatch, run this. Three minutes or less.

### Step 1. 30-second sanity check

1. **Real request?** Or noise?
2. **Right patient?** Look at confidence tier:
   * **VERIFIED** → fine, move on
   * **PROVISIONAL** → eyeball it
   * **NOT\_FOUND** → manual resolution
3. **Right urgency?** STAT matches "now / ASAP / critical" only.

### Step 2. 60-second classification check

* **Pillar correct?** (Pharmacy / Clinic / Routing / External)
* **Task type correct?**
* **Subtype correct?**
* **Parameters complete?** (medication, dosage, provider, etc.)

### Step 3. 60-second decision: pick ONE

| Action                       | When                                                         |
| ---------------------------- | ------------------------------------------------------------ |
| **Approve as-is** (Dispatch) | All green. Click Dispatch. Done in seconds.                  |
| **Edit + Approve**           | Mostly right, 1-2 fields off. Edit the field, then Dispatch. |
| **Reject + Reroute**         | Wrong pillar entirely. Send to the right one.                |
| **Reject + Cancel**          | Noise, spam, duplicate, misfax. Mark with reason.            |

<Tip>
  Time budget for an edit: 60-90 sec. Longer than that = Reject + Reroute.
</Tip>

## Bottom half: cheat sheet + edge cases

### Decision cheat sheet

| Situation                                            | Action                                        |
| ---------------------------------------------------- | --------------------------------------------- |
| Everything looks right                               | Approve as-is                                 |
| Right pillar, wrong subtype                          | Edit + Approve                                |
| Right pillar, missing parameter                      | Edit + Approve                                |
| Wrong urgency                                        | Edit + Approve (urgency UP only, never DOWN)  |
| Wrong pillar                                         | Reject + Reroute                              |
| External domain (lab, imaging, home health, hospice) | Edit pillar to "External", route to vendor    |
| Not a real request                                   | Reject + Cancel                               |
| Can't tell what it is                                | **Escalate to Pillar Champion. Don't guess.** |
| P0 emergency                                         | **Approve immediately.** Speed wins.          |
| Patient PROVISIONAL, can't confirm in 2 min          | Hold + escalate. 2-hour gate per spec.        |

### Pre-Dispatch SLA (target dwell time)

| Priority | Target    |
| -------- | --------- |
| P0       | \< 5 min  |
| P1       | \< 30 min |
| P2       | \< 2 hr   |
| P3       | \< 4 hr   |

### Open Tasks (your follow-up work)

The work you do today, sourced from AllCare instead of Freshdesk:

1. Watch dispatched tasks. Status updates flow back automatically when pillar marks done.
2. **Follow up** if a task stalls past its SLA.
3. **Communicate back** to the requester: confirmation, status, completion, blockers.
4. **Close the loop** in AllCare. The task isn't done until you close it.

### When to escalate to a Pillar Champion

* Can't tell real vs noise
* PROVISIONAL patient, can't confirm in 2 min
* More than 3 edits needed = Reject + Reroute instead
* Same wrong classification 3+ times in an hour (prompt fix, not single edit)
* PHI exposure smell
* Patient safety smell
* You need a break

### Report Bug (anything else not right)

Click **Report Bug** anywhere in AllCare. The form auto-fills the task URL, then asks:

* **What happened wrong?**
* **What is the expected behavior?**

Add patient context if relevant. Submit fires to **`#concierge-bugs`** (team channel) and **Linear** (auto-created issue). Reviewed daily.

Use it any time something is not right. Bugs, comments, feedback.

<Tip>
  For wrong AI dispatch decisions, use **Reject + Reroute** or **Edit + Approve**. Those auto-log corrections to the AI training data. Report Bug is for everything else.
</Tip>

### What you are NOT responsible for

* AI quality (Sakr + Ramy + 4 PM review)
* Pillar workflow correctness (pillar owns it after dispatch)
* Outcome chaining (Tasks Pool handles it)
* Following up on stuck downstream tasks (the pillar coordinator does this)

### Daily 4 PM review (week 1)

15 min with Sakr + Ramy. Bring:

* Edit count + most common edit pattern
* Reject count + reasons
* Patterns you noticed
* Anything that frustrated you

***

*v1, May 3, 2026. Update with Day 1 learnings.*