ThriveLabCare Team
Domain: Clinical Care | Type: Custom (active)
Full reference: CRM Modules Guide
What is it?
Roster module connecting patients to staff members in specific roles and service lines. Defines who is responsible for a given patient at any point in their journey.
Care Team Roles
| Role | Who | Location | Responsibility |
|---|---|---|---|
| Contact Owner / PCA | Patient Care Agent (doctor) | El Salvador | Primary patient relationship, customer service, non-prescribing clinical advice |
| Nurse Practitioner / Provider | NP or MD | United States | Prescribes medications, signs plans, conducts appointments |
| PC Plan Rep | Sales specialist | United States | Active only during PC Plan stage — converts lead to approved plan |
How the Care Team Changes by Stage
| Stage | Contact Owner | Provider |
|---|---|---|
| PC Plan | PC Plan Rep (U.S. sales) | Nurse Practitioner (assigned at booking) |
| Journey | PCA (El Salvador doctor) | Nurse Practitioner (ongoing) |
| Retention | PCA | Nurse Practitioner |
Books Agents Module
Books_Agents is the staff master record for every clinical and operational staff member:
- NPs (Nurse Practitioners)
- PAs
- MDs
- PCAs
- Medical Assistants
- Life Coaches
Each Books_Agent can be assigned to multiple patients via the Care Team module.
Ticket Escalation Hierarchy
When a patient reaches out (via SHM, email, phone):
1. Contact Owner (PCA) — first to see it, resolves if possible
2. If provider signature needed → escalates to Nurse Practitioner
3. IT is not involved with patient communication
Related Modules
- Contacts — Care Team linked to each Contact
- Service Provider — Provider-to-service assignment matrix
- Encounters — Encounters associated with provider
- Patient Plans — Plan signed by provider
Full reference: CRM Modules Guide