Recommended Patients

Overview

Quartet recommends mental health assessment for a customer’s patients based on insights from claims-based utilization patterns and comorbidities linked to mental health conditions via algorithm. These recommendations are presented to PCPs, who are asked to submit their patients for an assessment that Quartet’s care navigators conduct via telephone.

In the original workflow, Quartet team members offered care directly to patients who screen positively for a mental health condition. As part of a pilot, a modification was made to this flow, whereby the screening results were returned to the referring PCP who was meant to discuss the results with the patient and recommend care. The goal of this project was to evaluate the pilot from the PCP perspective and make updates to the product in support of the new workflow.

I led research and design on this project, collaborating with product, engineering, data science, Quartet operations, and Quartet field teams.

Workflow Analysis & Service Blueprint

I visited over 10 PCP practices and interviewed multiple stakeholders and operations team members to gain an understanding of current service, touchpoints, and impact of the new patient and PCP engagement strategy, which I documented in a blueprint. I also completed a workflow and heuristic analysis with the existing product. All findings and insights were added to the blueprint, which was presented to the field and clinical teams for alignment on the workflow as well as verification and identification of additional pain points.

Existing UI

Smart Screens was the name of the original version of this feature. The patients are segmented and shown according to their current status in the assessment process (New, Saved for Later, In Progress, etc).

In the 'New' segment, the user can view a modal containing details aggregated from previous claims data.

Early Explorations

Final Mockups