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Patient Communication & Responsiveness:
- 95% of inbound calls answered within 60 seconds (~30 calls/day)
- Urgent voicemails resolved within 1 hour; non-urgent within 1 business day
- After-hours voicemails addressed within 2 hours of next business day open
Care Coordination & Task Management:
- 95% of clinical messages and emails addressed within 2 hours
- Routine tasks completed within 7 days; STAT tasks within 24 hours
- 100% of daily visit reminder calls completed (~20 calls/day)
Documentation & Quality:
- Minimum 6 hours of care coordination activity logged daily
- Patient satisfaction scores of 8.5/10 or higher
- Full compliance with HIPAA, CMS, and OIG requirements at all times
Pine Park Health
Pine Park Health is a value-based primary care practice aiming to redesign healthcare for senior living residents. They operate in over 185 communities across Arizona, California, and Nevada, focusing on improving healthcare for seniors by providing regular prevention and screening.