Explore the full range of solutions Helpware divisions provide:
Patients need more than a care plan. They need consistent outreach, documented follow-up, and support between visits. We run the monthly care management cycle so no patient falls through the cracks.
From day one, our team works inside your systems, reaches patients on schedule, documents every interaction, and keeps your care management program moving month after month.
Avoid the costs of recruiting care coordinators. We staff, train, and run the monthly outreach cycle inside your systems.
Your gain:
Lower staffing costs, faster program launch, more clinician time for patient care.
We record every call, message, and care activity with the timestamps and documentation needed to support billing.
Your gain:
Stronger claim support, fewer reimbursement disputes, a clear record of monthly care activities.
Our coordinators update care plans in your EHR while the QA team reviews entries throughout the day for accuracy.
Your gain:
Cleaner patient records, fewer downstream corrections, more reliable reporting.
We review patient conversations and care notes against your protocol, then coach agents on any gaps we find.
Your gain:
Complete care plans, consistent documentation, records ready for payer review.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
Our coordinators reach enrolled patients, update care plans, and document every interaction while AI supports scheduling and workflow management.
Our coordinators make monthly calls, review medications, and update care plans between visits.
We guide eligible patients through consent and enrollment, then start care management activities within days.
We contact patients about missed screenings and document completed care gaps in your quality reports.
Our team tracks refill activity and follows up with patients when medications fall off schedule.
Our coordinators review incoming readings and escalate results that need clinical attention.
Our coordinators call discharged patients, confirm medications, and schedule follow-up appointments.
Patient populations often grow faster than care management capacity. We provide the coordinators, outreach workflows, and documentation support needed to keep patients engaged across health plans, primary care groups, and specialty programs.
When Star Ratings deadlines approach, open care gaps can outnumber available outreach staff by thousands. We work gap lists by measure and risk level, then schedule the visits needed to close them. Gap closure rates stay strong through the final quarter.
Handoffs between enrollment and the first care call often break down as volume grows, leaving new patients waiting weeks for contact. We assign each consented patient to a named coordinator within one business day. First-touch timing stays consistent as enrollment scales.
Documentation quality can drift across a growing coordinator team, with audit issues surfacing months later. We route every note through a shared template and weekly quality review process. Documentation quality stays consistent across the entire team.
Without evening coverage and multilingual outreach, a large share of patients never answer the phone. We contact patients during the hours they are most likely to respond, in 45+ languages where needed. Reach rates stay consistent across every patient segment.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
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-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
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*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
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Software finds the patients; people do the talking. AI identifies eligible members, prioritizes outreach, and flags what needs attention this month. Our coordinators then call patients, discuss what is happening between visits, and document the information your care team reviews the next day.
Scans claims and chart data for the two-or-more chronic condition requirement, then builds the outreach list for your team.
Records every interaction and totals monthly care management time before a claim reaches the billing queue.
Flags hospital discharges and emergency visits, then queues outreach within the required seven-day follow-up period.
Drafts care notes after each interaction, giving coordinators a structured starting point before information enters the patient record.
Ask open-ended questions that uncover why a patient stopped taking a medication, then help them work through the barrier.
Catch transportation, cost, and caregiver issues no risk score sees, then connect patients with the right resource.
Decide when a symptom needs clinical attention, then pass it to your nurse line with the full context.
Explain the program, the cost share, and the opt-out process in plain language until the patient is ready to enroll.
We agree on the eligible population, enrollment targets, escalation rules, and the quality measures your program tracks each month.
We recruit coordinators with chronic care experience, run background and HIPAA checks, then build a team that matches your patient volume.
We teach your protocols, scripts, and EHR workflows, then certify each coordinator on live calls before they manage patients on their own.
We run the monthly cycle, from patient outreach and care plan updates to clinical escalations and billing-ready documentation.
We review reach, enrollment, and closure rates with you each month, then adjust scripts, call windows, and staffing based on the results.
Care management only works when every patient gets the attention they need, month after month. We build the people, processes, and oversight that keep it on track.
Our clients rate our work at 90% CSAT because we follow their processes closely, communicate consistently, and deliver the level of service they expect from an extension of their team.
We excell at engaging our teams. An engaged team stays longer, learns your workflows faster, and delivers more consistent care management support month after month.
We scale coverage across regions, time zones, and languages, so your patients receive timely outreach without adding pressure to your internal team.
Clients stay with us for more than five years because we deliver measurable results, report performance transparently, and improve programs over time.
CSAT
ESAT
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years average length of client partnership
We help healthcare organizations reach more patients, document every touchpoint, and keep care management programs running month after month without adding internal headcount. Enjoy the benefits from day one.
Care management services cover the ongoing work between visits, including enrollment, monthly outreach, care plan updates, medication reviews, and specialist coordination. Medicare reimburses many of these activities through Chronic Care Management (CCM) and Advanced Primary Care Management (APCM) programs.
Care management supports a defined patient population over time, most often people with chronic conditions who benefit from regular outreach and monitoring. Case management focuses on a specific event or issue, such as a hospital discharge or authorization challenge, and typically ends once that situation is resolved.
Medicare reimburses several care management programs, including Chronic Care Management (CCM), Transitional Care Management (TCM), Principal Care Management (PCM), and Advanced Primary Care Management (APCM). APCM payment rates introduced in 2025 range from $15.20 to $107.07 per patient per month, depending on patient complexity.
Enrollment rates are often lower than healthcare organizations expect. Federal data shows that roughly 4% of eligible Medicare beneficiaries participated in Chronic Care Management programs through 2023. Structured outreach, clear enrollment workflows, and consistent follow-up typically improve participation.
No. Your organization remains the billing provider. CMS allows qualified auxiliary personnel to furnish care management services under general supervision, while clinicians retain responsibility for billing. We document consent, time, and care plan activity in your system so each claim aligns with the supporting records.
Your organization retains ownership of all patient data. Our coordinators work within your EHR and care management platforms under a business associate agreement, so records remain in your systems. Access is controlled through role-based permissions and governed by HIPAA, SOC 2 Type II, ISO 27001, and GDPR requirements.
Most organizations begin with a pilot program that runs for 30 to 60 days within a defined patient population before expanding. Depending on scope, we can scale from pilot operations to several hundred coordinators within 90 to 120 days, with workflow, protocol, and EHR training included throughout the rollout.
