Laserfiche WebLink
III. Health Coaching Services <br />The Health Coaching Services include the following services provided by Health <br />Coaches to W-1 Eligible Members, as appropriate. Health Coach" shall mean Health <br />Dialog Registered Nurses, licensed registered dieticians and respiratory therapists who <br />provide telephone -based support to W-1 Eligible Members. In the event of high <br />volumes of calls, Health Dialog reserves the right to utilize licensed registered dieticians <br />and respiratory therapists to answer calls. Such staff will triage calls and transfer any <br />urgent calls immediately to Registered Nurses or provide the Health Coaching Services, <br />as appropriate. <br />A. Health Coaches handle Nurse Line calls twenty-four (24) hours a day, 365 days <br />a year and provide support for virtually all clinical conditions across a broad <br />spectrum of care support needs. For the Nurse Line, the primary focus of the <br />Health Coaching support is on COVID-19 symptom management support and <br />general health information, as follows: <br />1. Symptom Management Support: <br />2. Health Coaches provide telephonic support to help W-1 Eligible Members <br />interpret and understand the actions they may take regarding their <br />symptoms (e.g., Should I go to the emergency room? Should I schedule an <br />appointment with my doctor? Should I try self -care?). Health Coaches use <br />the widely -recognized Healthwise® Knowledgebase to assess an <br />individual's symptoms and determine the level of care needed. Health <br />Coaches use the symptom algorithms to educate and transfer skills to the <br />W-1 Eligible Member to enhance their decision -making ability. General <br />Health Information: <br />Using materials and resources developed by Health Dialog and others and <br />additional approved resources (sources as Healthwise and Lexicomp), <br />Health Coaches may provide information to W-1 Eligible Members on <br />virtually any health topic. Health Coaches help W-1 Eligible Members get <br />the information they need to make an informed decision about their current <br />situation and learn skills that can be used when similar situations arise in <br />the future. <br />Although support for chronic conditions, preference -sensitive conditions or <br />lifestyle changes is not the focus of the Nurse Line, Health Coaches may <br />provide initial assistance with some of these issues, as appropriate, if they <br />arise during a conversation with a W-1 Eligible Member. The Health Coach <br />will then work to refer the individual to other Client programs for additional <br />support. <br />B. Health Coaches may provide health care system navigation support, including <br />assistance to individuals on how to best access and use services available to <br />2 <br />