How Tellescope Helped Improve the Efficiency of Octave's Care Navigation Team

Year Founded: 2018

Headquarters: San Francisco

Website: https://findoctave.com/

Octave is transforming premium mental health care into a standard practice. By connecting patients to a curated network of providers vetted for clinical excellence and therapy plans focused on outcomes, Octave is helping more people find clarity, faster.

With in-person and virtual care available in 17 states and counting and increasing coverage by major insurance companies, Octave’s modern therapy model gives patients, providers, and payors agency.

Octave’s Care Navigators are advocates and liaisons for prospective and active clients. Equipped with a background in the mental health field, they help support a client’s care journey from beginning to end of therapy. 

To keep track of active clients, Care Navigators at Octave were primarily relying on a spreadsheet that their team would update multiple times a day. Whenever there was an issue updating the spreadsheet, it could delay Care Navigation work for multiple hours.

Outside of the spreadsheet, Care Navigators did not have a shared, formal workspace to track their specific clients and where they were at in their journey.

Instead, they would each jump between multiple tools and figure out a personal workflow that worked best for tracking clients.

Lack of Visibility:

• Their team was not able to easily get a picture of where each client was in their care journey
• Since each Care Navigator tracked their list of clients in a slightly different way, it made it difficult for people covering them when they were on PTO to understand what actions needed to be taken
  

Manual Workflow:

• Each client had to be manually assigned to a specific Care Navigator, making it difficult to collaborate
• Whenever a Care Navigator completed a task, they had to manually document that and update the corresponding Client’s status
  

Frequent Context Switching:

• To understand where a client was at in their journey, Care Navigators would have to jump between their EHR, Zendesk, spreadsheets, a homegrown tool, and more
  

Limited Insight into Performance:

• Since their team wasn’t using a unified platform, they couldn’t create reliable reports and analytics to evaluate team efficiency and OKRs
• Octave supervisors couldn't view Care Navigators' caseload, assess whether they had the capacity to take on more clients, or track how quickly they completed client tasks

What was Octave looking for, when replacing their previous solution?

Octave’s Care Navigation team was at an inflection point in its growth and needed reliable tools that could scale with them. Specifically, they were looking for a platform that would give them:

• A unified view of client communications and interactions
• Out-the-box automation opportunities for different client journeys
• Visibility into metrics to help manage our performance and client experience

Tellescope stood out from the rest for 2 main reasons:

The product seemed simple enough to meet our needs without having a bunch of extra ‘bells and whistles’ that would just crowd our workspace

"The Tellescope team has been a true partner of Octave since the beginning. From the moment we were scoping out the solution, they took the time to learn our various systems and understand the complexities involved. Their commitment has remained strong even 14 months into our partnership." - Raul E., VP of Business Operations and Strategy

Between 10-12 weeks

“I wish I had screenshots of all of the messages our team has sent me about the positive feedback they’ve had and how thankful they are for this platform.” - Rachel S., Care Navigation Supervisor

Unified view of client interactions

• Organization: Tellescope enables Octave’s Care Navigators to track their client caseload, tickets, and communications in a centralized place.
• Resolving Zendesk tickets: Leveraging Tellescope’s Zendesk integration, Care Navigators can view and respond to open Zendesk tickets that clients have without leaving Tellescope, reducing context switching and increasing efficiency.
  

Automatically distribute new clients and work to Care Navigators

• Assigning Tickets to Care Navigators: Octave can define logic that automatically assigns tickets to Care Navigators that meet certain criteria and allows them to have full control over the distribution of tickets on a per Care Navigator basis.
  

Visibility into OKRs and efficiency metrics

• Reporting on time to close tickets: Tellescope automatically tracks the time between when a ticket was created and how long it took members of the Octave team to complete them.
• Number of clients and tickets assigned: Using Tellescope’s reporting, Octave can easily view how many tickets and clients are assigned to a Care Navigator to determine whether they have the capacity for increased caseload.
  

Increased utilization and team efficiency

• Increased efficiency: Tellescope has significantly reduced the amount of time their team spent searching client tasks by providing a centralized experience.

Octave views working with Tellescope as a true partnership, which has been huge for their team, since we’re always there as a sounding board for solving new challenges they’re facing.

Their team views our responsiveness and collaboration as distinct from any of the other vendors that they have worked with.

Going forward, Octave hopes to continue adopting more of Tellescope’s functionality such as the inbox and different unified communication options outside of just Zendesk. 

To learn more about how Tellescope can help your digital health business, fill out the form below.