Front Desk Team Members
Introduce the Program: “Hi [Patient], our clinic now offers a new program called Connected Care that your doctor may recommend for you.
It gives you a care team you can text between visits for help with appointments, refills, or questions.
The doctor will tell you more during your visit, and we’ll go over how to sign up if you’re interested.”
Key Notes:
Keep it short and positive.
No need to go into cost details or health goals, the nurse/provider will handle that.
Nurse / Medical Assistant – Recommend the Program
“Hi [Patient], [Provider] asked me to talk with you about our Connected Care program.
This program helps you manage your [Condition 1] and [Condition 2] between visits so you don’t have to wait until your next appointment to get help."
Once you join, our Care Manager will check in with you by text (or phone, if you prefer) to:
Answer questions
Help with medication refills
Schedule appointments
Support your health goals
We find that patients who join this program stay healthier and avoid unnecessary ER or hospital visits.
After you enroll, [Provider] will set 2–3 goals with you today. Then your Care Manager will text you at least a couple times a week to see how you’re doing. You just reply when you can so we know how to help.
Standard cost-sharing may apply, but most patients pay nothing because their insurance covers it. And you can stop at any time if it’s not helpful.
[Provider] will talk with you about this in a few minutes, but I strongly recommend joining—it really makes a difference.”
Key Notes:
Emphasize the benefits and simplicity.
Reassure that it doesn’t replace their doctor; it adds extra support.
Provider – Prescribe and Confirm Enrollment
“To make sure you get the best care between visits, I recommend enrolling you in our Connected Care program.
This gives you direct access to our Care Manager, who will keep in touch by text.
For example, if you ever have a question about your [specific condition or medication], you can text us instead of waiting for an appointment.
After today’s visit, we’ll create a simple care plan for you with 2–3 health goals. You’ll hear from your Care Manager shortly, and they’ll help you track your progress and answer questions.
Let’s get you signed up so you can start right away.”
Key Notes:
Confirm their interest.