1. Why I Joined Care Continuity

I’m excited to join the team at Care Continuity and help build a great company! I thrive when I can personally connect with a problem and a solution - and Care Continuity is something we can all identify with. Here’s my own story:?

Last year I landed in the local emergency room at Marin Health, unexpectedly becoming a patient in need of navigation. After a few frantic days I was sent home with a checklist of medication fills, lab orders and specialist referrals. A flurry of notifications and notes in MyChart. Even as someone who has worked in healthcare for 20 years, the follow-up logistics were overwhelming. Which cardiologist should I see? Can I get an appointment? Are they part of Marin Health or should I call a specialist at UCSF or Sutter for follow-up??

Last year I landed in the local emergency room at Marin Health, unexpectedly becoming a patient in need of navigation.

Here’s what happened: A navigator from Marin Health texted me the next day. She checked in to make sure I understood all those discharge instructions. Most importantly, she got me scheduled with a cardiologist in the Marin Health network for an initial appointment the following week. That specialist is still my primary doctor today and I’d now consider myself a loyal Marin Health customer.?

Hospital systems are always concerned with patient “leakage” to market competitors, while also facing their own schedule capacity challenges.

This is exactly the solution that Care Continuity provides - creating value for both patients and hospital systems. From the Marin Health perspective I was an “unattached” new patient, introduced through the emergency department, in need of follow-up specialty care and possibly a future cardio procedure. I was medium risk and clearly open to digital engagement. But I also could have easily become frustrated with the scheduling process - or found another cardiologist aligned with a competitor down the street.?

Care Continuity works with hospital systems to apply AI in a very practical way - prioritizing patients that will most benefit from logistical support (like me), and making sure those referrals stay "attached" to their network of specialists.

Care Continuity works with hospital systems to apply AI in a very practical way - prioritizing patients that will most benefit from logistical support (like me), and making sure those referrals are navigated to specialists aligned with the in-network medical group. Hospital systems are always concerned with patient “leakage” in competitive markets, while also facing their own limited schedule capacity. With three patients for every one available specialist appointment (a patient access challenge), finding the right patients for those limited slots is essential.?

It’s a simple business case - help high-priority patients stay within the provider network and drive growth in key service lines (cardiology in my case). A good patient experience generating better care and long-term loyalty.?

With three patients for every one available specialist appointment, finding the right patients for those limited slots is essential.?

I’m excited to bring this program to more healthcare providers and patients. As a company, Care Continuity has a compelling story. We are applying AI models and machine learning - predicting which patients will most benefit and how to best engage them. We use granular analytics to understand the levers of value for each hospital system and provide strategic insights into the flow of patients within (and outside) their specialist provider networks.??

A good patient experience generating better care and long-term loyalty.?

But it’s more than just the tech - we get the most important patient interactions right. We bring a team of care concierges, connecting directly with patients to help with those non-clinical scheduling logistics. Rather than a generic “one-size-fits-all” approach to patient follow-up, we use the Care Continuity platform to empower “smart” navigators with a 1:1 engagement model, matching the right patients with high-value specialist appointments. Our navigators also gather key information from patients, documenting their challenges and blockers to identify patterns that help our hospital system partners continuously improve.?

Rather than a generic “one-size-fits-all” approach to patient follow-up, we use the Care Continuity AI platform to empower “smart” navigators, prioritize their outreach and match the right patients with high-value specialist appointments.

Like many of us working on digital health strategies, I thrive at companies where I personally connect with the problem and the solution. My own story makes it so much easier to explain the value of Care Continuity and share my passion with anyone who will listen!?

John Hansel

January 2025