Patient touchpoints: redesigning the member journey
Audited the entire intake-to-engagement sequence and designed a 10-touchpoint automated system covering leads, members, and caregivers — built for compassion at scale.
Amae Health serves people with severe mental illness — a population where trust, consistency, and tone matter enormously. But the existing member journey had significant gaps. From the moment a lead called to their first visit (and beyond), there was no structured communication sequence. Missed calls went unacknowledged, the gap between booking and intake felt silent, and no-shows had no compassionate follow-up path.
Caregivers — often the ones driving the referral — received no communication at all. The experience didn't reflect the care model Amae delivers once someone walks through the door.
I audited the full intake-to-engagement sequence, mapped every gap, and designed a 10-touchpoint system with dual-track messaging for members and caregivers. Each touchpoint was designed with specific tone, timing, channel, and recipient logic — built for FreeAgent and RingCentral automation. The sequence covers the full journey: missed call auto-response, lead follow-ups, welcome emails, settling-in texts, appointment reminders, day-of grounding messages, and a compassionate no-show re-engagement sequence that stays open-ended rather than pressuring return.
From first call to first visit — and beyond
Each step is designed with specific tone, timing, and recipient logic. Dual-track messaging for members and caregivers throughout.
10-touchpoint sequence
Full automated journey from missed call through no-show re-engagement — with dual-track messaging for members and caregivers at every step.
Automation-ready copy
Every message written and formatted for FreeAgent and RingCentral automation — SMS, email, and manual call scripts with timing and trigger logic.
The touchpoint system ensures that every person who reaches out to Amae — and every caregiver supporting them — feels acknowledged, informed, and welcome at every stage. It replaced silence with consistency, and replaced transactional reminders with messages designed for a population that needs compassion built into the process.