Care Management International

Program Delivery

An integrated, three-tier approach to project management ensures that client needs are met.

Care Management International puts in place a delivery team that includes service representatives, team leaders and managers with clearly defined responsibilities and accountabilities for client projects.

Service Representatives

»	Appropriately skilled staff who are recruited, trained and deployed to client projects
»	Responsible for meeting Service Level Agreements on behalf of CARE

Team Leaders

»	Trained in providing staff management and client service
»	Participate in training at the client site and in program transition
»	Provide overall leadership in managing the staff and ensuring proper execution of program requirements

Managers

»	Support the service representatives and team leaders and participate on a broader management team composed of a Quality Lead, a Service Delivery Manager, and an Operations Assistant Vice President (AVP) who work jointly to guide the overall program and ensure that Service Level Agreements are met while quality is maintained or improved.
»	CARE’s international operations are led by our Managing Director, a physician who provides both content support and management oversight to ensure client needs are well understood and service levels are met consistently.
»	Other members of the CARE team and client personnel visit our international offices from time to time to provide oversight, ongoing assistance, and governance.

Account Engagement Teams

Executive Committee
CARE »Senior Executive Clinical (for healthcare organizations) »Senior Executive Operations »Account Manager	Client » Executive Sponsor » Clinical Lead » Operations Lead
Operation Committee
CARE » Account Manager » Product Development Lead » Technical / IT Lead » Financial Analyst » Head of Operations » Operational Team Leader(s) » Quality Lead(s) » Operational Staff	Client » Business/Operational Owner » Data/Informatics Analyst » IT Lead » Project Manager

Account Engagement Teams and Roles & Responsibilities

Executive Committee

» Executive Oversight and Direction
» Program Advocacy
» Organizational Goal Alignment
» Resource Appropriateness
» Strategic Issue Resolution

Operation Committee

» Operational Oversight and Direction
» Determination of Tactical Priorities
» Strategic Issue Identification
» Tactical Issue Resolution
» Performance Measurement Reporting & Oversight
» Steering Committee Interface
» IT Lead

Account Committee

» Service Delivery
» Goals & Objectives Achievement
» Quality Management
» Implementation of Program Priorities
» Tactical Issue Identification
» Operations Committee Interface