Human-first care for the members health plans can’t reach
Local Care Coordinators meet Medicare Advantage, Medicaid, D‑SNP, Exchange and Veteran members where their care gets stuck, and stay with them until the need is met.
Our values
Engagement, empathy, accountability, innovation, equity
What every outreach rests on
The human touch
Locally based Care Coordinators, not a call center. People who know the neighborhoods they call, including Spanish-speaking coordinators, and who earn a member’s trust before asking for anything.
Technology that amplifies
ConnectAllCare puts the household, the verified phone number and the open gaps in front of the coordinator, so the time goes into the conversation instead of the search.
Outcomes that are real
We count completed actions: the screening done, the prescription filled, the result confirmed. A dialed number or a voicemail is not engagement.
One coordinator, four steps
The same person carries a member from the first hello to the confirmed result.
- Step 1
Engage and activate
Find the member on a number that works and earn the first yes, often through a family member they trust.
- Step 2
Address social needs
Rides, food, diapers, housing: the needs that block care get handled first.
- Step 3
Close gaps in care
Screenings, refills and provider visits, booked, reminded and kept.
- Step 4
Track results
Every interaction logged in ConnectAllCare, followed up until the result is confirmed.
Five memberships, five sets of borders
Each plan type brings its own members, its own measures and its own reasons a call goes unanswered.
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Medicare Advantage
Older members managing several conditions and several prescribers, often wary of one more unknown caller.
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Medicaid
Members whose phone numbers, addresses and work shifts change faster than any eligibility file.
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Dual Eligible Special Needs Plans
Members with the highest needs and two sets of benefits to navigate.
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Exchange and ACA plans
Members new to coverage, or new to using it, who need help turning a plan into a first visit.
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Veterans
Veterans who get care in more than one place and respond to people who take the time to listen.
Results, one plan at a time
Six published results from 86Borders programs.
- 99% HEDIS® SNS-E intervention rate An Exchange plan
- 10% Reduction in total cost of care A Medicaid plan
- 19% Reduction in inpatient and ER utilization A Medicaid plan
- +22 Weighted Star improvement A D‑SNP plan
- 12:1 ROI for risk adjustment (RAF) A Medicare Advantage plan
- 96% Improvement in the HEDIS® CBP measure An Exchange plan
Each figure is one plan’s published result, shown with its plan type. None is an average across plans, and none is a guarantee.
A representative member journey
Two screenings, one morning
- Challenge
A Spanish-speaking member living with diabetes had missed her eye exam two years running. Automated reminders in English went unanswered, and the clinic was two bus transfers away.
- Action
A Spanish-speaking Care Coordinator reached her through her son, booked the retinal exam and an overdue mammogram for the same morning, and arranged the ride.
- Impact
Both screenings were completed. The coordinator confirmed the results reached her primary care doctor and set the follow-up visit.
A composite drawn from common situations. Not a real member, and no real details.
Named one of Modern Healthcare’s Best Places to Work in Healthcare for 2026.
The work depends on the people who make the calls, so how we treat them matters.
Bring us the members you have not been able to reach
Tell us which measures you are chasing, which populations are hardest to reach and what you need to show by the next reporting cycle. We will tell you plainly where human outreach can move them.
Talk to us
