Care setting / Health plans

Move member outreach toward a reconciled result.

A plan can reach a member. A plan cannot close a gap. Closure happens at a provider, in a record the plan receives later, against a specification the plan did not write. Rely operates the outreach and coordination that make that provider event more likely, and reports against the measure rather than against call volume.

Bring one measure Run your own numbers

A call does not close a gap.

The member conversation must become a provider event and return to the measure's source of truth.

Operating contract

Every action on this list belongs to somebody's authority

A member on the phone does not distinguish between a vendor, a plan and a clinician. Everyone on your side has to. So each lane below names the authority it runs under, and the script enforces the handoff rather than relying on judgment in the moment.

Lane	What runs here	Whose authority
The path Rely owns	Outreach and nonclinical coordination for a named measure, product and period, and a documented state for every member on the list: reached and scheduled, declined, blocked with a named reason, excluded on evidence, unreachable after the agreed attempts, or handed to an owner who accepted the case.	Rely, inside the scope the plan approved
The agent	Approved outreach on the agreed cadence and channel, the approved explanation of why the plan is calling, scheduling support where the program permits it, and structured documentation of every disposition including the unsuccessful ones.	Rely, on the tested path only
The navigator	Where navigator support is included in scope, a US-based and Rely-supervised navigator takes the members a reminder will never move. A transportation barrier, a member who does not trust a call from their plan, or a provider office that will not schedule without something the member does not have.	Rely, under a named supervisor
Anything clinical	Symptoms, medication, interpretation of a result, and any question about whether a service is right for this member.	Your designated licensed team
Anything about entitlement	Benefit interpretation, coverage determinations, appeals, and anything that changes what a member is owed.	The plan function that owns it. Rely does not speak for the plan.

Measurement

Measure-specific reporting, and who owns each number

The vocabulary here is the measure's, not ours. Each line names who the number belongs to.

What is reported	Defined against	Whose result it is
Measure-specific reach	The eligible denominator after exclusions, on the stated refresh	Rely
Engagement	The specific interaction the program counts, by channel	Rely
Scheduled next step	A confirmed appointment with an attributed provider	Rely, with the provider office as a dependency
Exclusions applied	The plan's exclusion logic and the evidence that triggered it	The plan, applied by Rely
Gap closure	The plan's source of truth, on its own lag	Shared, and never claimed from outreach alone
Source reconciliation	Agreed tolerance between our record and the plan's	Both, reported with the disagreement visible
Member experience	Complaint volume, opt-outs and suppression compliance	The plan, with Rely's contact history supporting it
Program economics	Finance-approved assumptions on the plan's own inputs	The plan. Rely does not publish your economics as a Rely result.

No number goes into a report without its denominator, period, method and limitation. A number that cannot carry those does not get reported as a number.

Bring one measure, one product, one period

Bring the people who own the eligibility logic and the source of truth with you. We map the work, the exceptions, the owners and the reconciliation path before anyone talks about scale.

Bring one measure Run your own numbers

Move member outreach toward a reconciled result.

A call does not close a gap.

Bring one measure, one product, one period