What would be your next response response:

Act as if you are a member that work for a online health company. Your chosen workplace is hinge health. Read and respond to the following.
Conpany info: Being that we’re a digital health clinic – it is important for everyone who joins our organization to be comfortable with technology and explaining it to members. Below is the minimum information you need to know about Hinge Health, our app, and how we operate. You are welcome to pull in additional information from your own independent research in order to formulate your response.
● We specialize in helping people who deal with musculoskeletal (MSK) conditions avoid unnecessary surgeries, procedures and drugs through exercise therapy (ET), education, and behavioral support.
● members sign up through their employer as a benefit. Dependents can also sign up. We don’t currently offer our program to minors.
● The kit that members receive will include motion sensors and exercise equipment pertaining to their pathway (knee, back, shoulder, neck, hip) to help target their specific areas of concern.
● members work with you to get them started. Once they complete their first ET, they have a dedicated care team including a Health Coach and Physical Therapist to take them through their journey.
Part 1: Caseload Management
Key Terms
● Members – Participants who have enrolled into the Hinge Health program
● Session – Exercise Therapy Session
● App – Hinge Health App
● Hinge Health Kit – Kit including sensors, tablet, and any other relevant materials
needed to start the program depending on the pathway the participant chose (ex: back, neck, knee, etc.)
Assume you’re an active Onboarding Specialist and have a caseload of 450 members that you’re currently managing through their onboarding process. You have 47 unread text messages, 5 emails that are all over 3 days old, 3 scheduled calls with members who have requested them, and 2 internal meetings that you are facilitating today.
1. Question- Please explain how you would prioritize, organize, and work through the workload that you have in front of you.
In your response, please be sure to include what questions you would be asking, assumptions you would make, and why you are making the choices you decide to make.
Please avoid a bullet pointed list – we really want to understand your thought process around the decisions you’re making. There are several ways to work through multiple tasks, so stay true to yourself and how you think you would successfully navigate through the various tasks.
Part 2 – Member Communication Scenarios
We communicate with our members primarily through SMS texting, because of that we have a 350 character limit for those interactions. We also communicate with members via email if they indicate that it is their preferred method of communication. The following examples are real conversations from members and our teams with identifying information redacted. Question #2= Please consider the following correspondence and respond accordingly.
Keep in mind that our goal is to encourage our members to start their program as soon as they receive their kit, and to support them however we can if they have issues that arise.
Member #1
OS: Hi, Member. _____ here with Hinge Health checking in to see how things are treating you since we last connected. What’s been a highlight for you?
Member: Hi _____, good to hear from you. My granddaughter graduated high school this weekend so it’s been very busy around here. I downloaded the app, finally! I just haven’t had a chance to take a look around.
What would be your next response Response: Next!
OS: Hi, Member! Welcome to Hinge Health! My name is ____ live from Minnesota and here to help you get started. Can you confirm that you’ve received your Hinge Health Kit?
Member: Yes, I received it
OS: Fantastic! It takes about 15 mins to set up and try a session. Just so I’m on the same page, when does it make sense for you this week to start?
Member: Planning to start tonight What would be your next response Response:
Member #2
OS: Hi, Member. I saw your Hinge Health kit has arrived. Can you confirm that you’ve received it? -OS.
Member: Yes I have it. I will open it when my work schedule slows down. I would rather keep doing the exercises from my local PT since I know the pain level to expect from them. I will try yours when I am not in the field working 4 days a week. This schedule should be over by the end of next week.
What would be your next response Response:
Member #3
OS: Great – so nice to meet you as well! I see you were able to get started with the back program already. Fabulous job! How was your experience with the app and the program? Member: Thanks!
Member: So far the level of difficulty is quite easy
Member: But I do have back pain, so hoping to work on that Member: And strengthen the muscles in the back
What would be your next response Response: