Care setting / FQHCs
Fewer calls to chase, and a next step the patient can actually use.
The barrier is often coverage, language, transportation, or an outside referral, not the appointment itself. Rely works that nonclinical path to a documented next step.
The appointment is the easy part.
A usable next step depends on the access work around it: coverage, language, transportation, outside referrals, and a clinical line that stays with the health center.
- 01Access request
- 02Coverage question routed
- 03Preferred-language outreach
- 04Accessible ride arranged
- 05External referral followed
- 06Documented next step
Symptoms, medication, whether a visit is needed, and clinical interpretation remain with the licensed health-center team.
One usable access task depends on more than scheduling. Rely routes the coverage question to the team that owns it, continues outreach in a tested preferred language, arranges an accessible ride where permitted, and follows an external referral to acceptance or a documented closure reason. Clinical decisions remain with the health center.
Jobs in scope
Start where the failure is already visible.
Usually that is one access line, recall list, or aging referral queue, not the whole health center at once.
- Inbound access, confirmation and rescheduling where permitted
- Referral follow-up outside the health center
- Care-gap, recall and missed-appointment outreach
- Approved resource navigation and tested-language engagement
Operating contract
Four lanes, and the two a health center keeps
| Lane | What runs here | Where it stops |
|---|---|---|
| What Rely owns | The phone, follow-up and chase between a patient trying to get care and a documented result. | Not the visit, and not the eligibility determination. |
| What the agent executes | Repeatable inbound handling, reminders, confirmations, permitted rescheduling, recall and structured dispositions in tested languages. | Any language the program has not tested, and any signal on the clinical stop list. |
| What a navigator takes personally | Where included, a US-based Rely-supervised navigator takes coverage questions, approved resource referrals and outside-referral chase. | Anything the program has not granted permission for comes back to a named owner with the context already collected. |
| What stays with the health center | Symptoms, medication, whether a visit is needed, clinical interpretation, urgent safety response and licensed authorship. Eligibility staff keep sliding-fee determinations. | Nothing. This lane is not delegable to Rely. |
Measurement design
Define the proof before the first call.
FQHC-specific proof stays unpublished until an FQHC workflow has run and been reviewed on its own evidence.
- 01
Lock the population and baseline
One workflow, eligible list and date range. Use the health center's measure specification or all calls offered during defined hours, not a denominator selected after launch.
- 02
Write the closure reasons
Reached and scheduled, declined, blocked with a named barrier, unreachable after agreed attempts, or accepted by a named owner. Escalation alone is not closure.
- 03
Reconcile and report the limits
Compare against the health center's source system and show disagreements. Report period, denominator, method, concurrent changes and what the result cannot claim. UDS measures keep their published specifications and exclusions.
Start with the access line or the recall list
Bring one workflow, the report you already run and the staff who carry it. Before outreach, we clear minimum-necessary data, recording and disclosure, tested languages, navigator access, escalation, testing and named approvals. Your reporting and compliance obligations remain yours.