Engagement is More Than Just a Phone Call

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Partners once relied on office and care management staff to assist with outreach activities, with results matching the harried and inconsistent approach that reliance afforded. After investing in the software and human resources necessary to perform modern outreach and engagement, uptake of information and services dramatically improved. Partners Engagement experts Virginia Carone and Ester Sefilyan will discuss development of an internal engagement center, outline pre and post development differences, and share tips and techniques they have learned that any office can put in place or connect to vetted providers already doing this work, as well as what to look for in developing a dedicated internal engagement center. Based on experience that has led to multi-state contracts with payors handling engagement with members and patients alike.

Virginia Carone

Senior Director of Network Services

Partners in Care Foundation

Virginia Carone, originally from Palm Springs, CA, is the Senior Director of Network Services at Partners in Care Foundation. She has over 17-years’ experience in telecommunications operations with a background in sales, retention, and corporate training (Time Warner Cable/Spectrum). Virginia has been with Partners in Care Foundation for 4 years and is dedicated to engaging clients and resolving issues related to social determinates of health. She oversees the entire statewide network of Nurses, transitional coaches, Caregivers, and CBO’s, that help her contracts in the Health Services Department, inducing hospital, physician group, and health plan contracts, and the engagement center. Under her supervision and innovations, the agency has seen performance metrices increase which has led to an increasing number of new service contracts and concurrent praise form long-time, national clients.

Donya Currie (Moderator)

Senior Editor, NCOA

National Council on Aging

Donya Currie is a journalist, writer, editor, and content strategist who brings a passion for social justice and equity to her work at NCOA. She has decades of experience covering health and public health as well as expertise in helping other tell their powerful personal stories.