APCM Patient Enrollment & Retention Checklist | Tile Healthcare

Shift the conversation from 'monthly phone calls' to 'personalized health advocacy' to increase perceived value.

Ensure all enrollment scripts and brochures are written at a 6th-grade reading level to avoid patient confusion.

Document whether the patient prefers AI-driven voice calls, SMS reminders, or portal messages for outreach.

Determine if the patient requires multilingual support or specific cultural nuances in their care coordination.

Secure explicit consent for automated outreach and ensure all Medicare beneficiary notifications are delivered.

Use AI-assisted clinical scripts to introduce the care coordinator and confirm the patient's primary health goals.

Clearly define the frequency of contact and explain how the program helps manage their specific chronic conditions.

Ensure the patient knows how to reach the care team after hours, a key requirement for APCM billing compliance.

Address at least one immediate need (e.g., prescription refill) during enrollment to demonstrate instant value.

If using RPM or portals, provide a brief tutorial to ensure the patient feels confident using the technology.

Deploy AI-powered touchpoints between clinical calls to check in on medication adherence and general wellness.

Track monthly billable minutes and interaction rates to identify patients at high risk of dropping out.

Target patients who have been inactive for 30+ days with personalized outreach to address barriers to care.

Use brief automated surveys to gauge program sentiment and identify areas for service improvement.

Regularly share progress reports with patients showing how their engagement has improved their health markers.