Care Coordinator
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Pilot
Support patients through intake, appointments and the practical steps around treatment.
The Care Coordinator works across wawa’s patient portal, app and phone/voice channels to manage administrative conversations, coordinate appointments and follow up on outstanding steps, bringing people in when medical input is needed.
Patient app · conversation
Synthetic data
Hi, can I move my monitoring scan on Thursday? I have a work meeting.
Of course. I can offer Thursday 07:45 or Friday 08:30. Which works better?
Thursday 07:45, thanks.
Done. Your scan is now Thursday 07:45. Your consent form is still outstanding. I’ve added it to your to-do list.
Clinic workspace · Sofia Reyes
Monitoring scan moved to Thu 07:45
Coordinator
Consent form reminder added
Coordinator
Intake: ID document received
Coordinator
Medication question
Nurse team
Handed to nurse team: question about medication dose
Patient communication
Handle administrative conversations through the patient portal, app and phone/voice channels.
Help patients understand practical next steps, arrange appointments and follow through on the information the clinic needs.
App
Portal
Phone/voice
Your clinic
Can I move Thursday’s scan?
Yes. Thursday 07:45 or Friday 08:30?
Thu 07:45
Fri 08:30
Same administrative task, three channels. Illustrative.
Intake
Support intake by gathering the required administrative information and following up on outstanding items. Give the clinic a clearer picture of what has been completed and what still needs attention.
Intake · Amara Osei
3 of 5
Contact details
Received
Partner details
Received
ID document
Received
Medical history form
Reminder sent
Referral letter
Requested
Appointment coordination
Book and reschedule appointments, send administrative messages and manage follow-up within the configured workflow, connected to the clinic’s scheduling and patient information.
Request: move monitoring scan, Thursday morning
Thu 07:15
Thu 07:45
Fri 08:30
Booked · Monitoring scan · Thu 07:45 · Scan room 1
Only slots allowed by the clinic’s booking rules are offered.
Administrative readiness
Check the administrative prerequisites around the patient’s next step and follow up on what is missing.
The Care Coordinator helps organise practical readiness. Medical questions, clinical interpretation and decisions about treatment stay with the clinical team.
Before stimulation start · Sofia Reyes
Illustrative
Administrative
Treatment consent
Outstanding
Baseline scan booked
Booked · 02.10
Medication collected
Confirmed
Stage 1 payment
Paid
Clinical review required
Baseline scan results and approval to start are confirmed by the clinical team, not the Coordinator.
A patient’s question has context: an appointment, an intake requirement or an outstanding practical step.
Working within wawa connects the conversation to the records and workflows behind it. The Care Coordinator can support the administrative task with that context, while the clinic team remains part of the same journey.
“Can I move Thursday’s scan?”
Connected to
Cycle 1 · stimulation Day 6
Scan schedule and booking rules
Outstanding consent form
Care team for handover
Human handover
The Care Coordinator handles practical administration. When the patient needs medical advice or a clinical decision, the clinical team takes over.
Configure the administrative workflow and handover boundaries around the clinic’s processes.
1
Patient makes contact
2
Gathers administrative details
3
Books or reschedules
4
Checks outstanding items
5
Sends a follow-up
6
Hands a medical question to the team
Step 1 of 6
Patient ·
Hi, I’ve just started my injections. Can I move Thursday’s scan?
Coordinator ·
Of course. Let me check the options around your cycle.
Conversation opened on Sofia’s record · Cycle 1, stimulation Day 6
A representative example. Journeys vary with each clinic’s configured workflow.
Our team works with your clinic to understand the administrative tasks, supported rules and handover points the Coordinator will use.
We agree the deployment scope and validate representative workflows with your team.
Give your team more capacity to coordinate care.
See how intake, patient conversations, scheduling and administrative follow-up can work together in wawa.