Staffing model
US-based, Rely-supervised, and assigned to programs they are trained for.
How Rely works / Rely navigators
Rely navigators work permitted nonclinical exceptions.
When included in scope, a Rely navigator accepts permitted nonclinical work and follows it to a documented state.
The navigator receives the case history and approved next actions.
The navigator receives the history, allowed actions, deadline, and next owner in one packet.
- 01Trigger and identity
- 02Contact history
- 03Barrier and urgency
- 04Permitted actions
- 05Next owner
- 06Disposition returned
Navigators own permitted nonclinical work, not diagnosis, treatment, or triage.
Staffing
How the team is structured
What they are trained on before live work
Your workflow, systems, permissions, stops, disclosures, and population.
Supervision and quality review
A named supervisor owns the queue; sampled work feeds training and controlled workflow changes.
The context packet
What arrives with a case
Enough context to act without guessing.
| Field | What it carries |
|---|---|
| Trigger | What caused this case to exist, and when. |
| Prior attempts | What has already been tried, by whom, and what happened. |
| Approved data | The minimum-necessary fields this navigator is permitted to see for this workflow. |
| Permitted actions | The specific steps this person may take without asking anyone. |
| Destination | Where the case goes next if it cannot be completed here. |
| Fallback | What happens if the destination does not accept, or is unavailable. |
The fields are standard. Their contents are program-specific and are agreed during scoping.
Escalated is not closed
Assignment and acceptance are separate events. A case remains open until it reaches one of three documented states.
Completed
The permitted action finished and the result was recorded.
Closed with a reason
The path could not finish, and the defined closure reason was recorded.
Accepted handoff
A named owner explicitly accepted the next action. Sending or assigning alone does not count.
Review the navigator model.
Bring the exceptions that keep returning to your clinical team.