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Extending the Welcome member case type

Updated on December 23, 2021

The Welcome member case type is an opportunity for member services managers to engage members in the benefits of their plan, educate them, and provide the best possible care for them as soon as possible. As an implementer, you can customize the pages that are displayed in the Welcome member case type.

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Modifying the Understanding your coverage page

You can modify the Understanding your coverage page that is part of the Welcome experience. For example, you can add new questions that are related to the benefits coverage.

  1. In the header of Dev Studio, enter and search for IntroducePlan.
  2. Click the Question page rule.
  3. On the Questions tab of the Questions page, click the Add row icon to add another question.
  4. In the Type column of the new row, ensure that Simple Question is selected.
  5. In the Display label column, enter a short description that corresponds to the question on the survey.
  6. In the Question name column, enter text that identifies the new question name and click the icon to the right of the field to display the Create Simple Question page. Then, follow these steps:
    1. Click Create and open.
    2. On the Edit Simple Question page, in the Question layout field, select Rich text.
    3. In the Display text field, enter the text that represents the survey question.
    4. Click the Answers tab.
    5. In the Answer mode list, select Radio buttons.
    6. In the Display value list at the bottom of the screen, enter your display value.
      For example: Yes/No or True/False
    7. Click Save.
  7. On the Question Page, select the Refresh check box so that the page refreshes when the user answers the question.
  8. Select the Required check box if the user must answer the question.
  9. In the Display logic column, click Define to define a when rule for conditions.
    For additional information about when rules, see When condition rules.
    For example: To display different questions for members that are based on plan type, age, or gender, define a when rule for conditions. If a patient is 60 years of age or older, you might want to ask additional questions.
  10. Click Save as and save the rule to your ruleset.

Modifying the Learn about your plan extras page

Based on the needs of your organization, you can modify the Learn about your plan extras page in the Welcome experience. You can modify the text, update the items with new programs that appear in the plan, or add tasks.

  1. In the header of Dev Studio, enter and search for PromotePlanExtras.
  2. Click the PromotePlanExtras rule.
  3. On the Questions tab of the Questions page, click the Add row icon to add another question.
  4. In the Type column of the new row, ensure that Simple Question is selected.
  5. In the Display label column, enter a short description that corresponds to the question on the survey.
  6. In the Question name column, enter text that will identify the new question name and click the icon to the right of the field to display the Create Simple Question page. Then, follow these steps:
    1. Click Create and open.
    2. On the Edit Simple Question page, in the Question layout field, select Rich text.
    3. In the Display text field, enter the text that represents the survey question.
    4. Click the Answers tab.
    5. In the Answer mode list, select Radio buttons.
    6. In the Display value list at the bottom of the screen, enter your display value.
      For example: Yes/No or True/False
    7. Click Save.
  7. On the Question Page, select the Refresh check box so that the page refreshes when the user answers the question.
  8. Select the Required check box if the user must answer the question.
  9. In the Display logic column, click Define to define a when rule for conditions.
    For additional information about when rules, see When condition rules.
    For example: If a patient is 60 years of age or older, you might want to ask additional questions.

Retrieving program names that are in plans in an external system

In addition to the items that are listed on the Modify the Learn about your plan extras page, you might want to retrieve a list of programs that are in plans in an external system. You can connect to that system by creating REST integration or using the connect-SOAP method to display the programs on the page.

  1. In the header of Dev Studio, enter and search for D_GetProgramsforPlan.
  2. Click the data page rule.
  3. On the Data Page page, on the Definition tab, complete the fields.
    For more information about data pages, see More about data page rules.
  4. Click Save as and save the rule to your ruleset.

Modifying the Learn about your member ID card page

You can modify the Learn about your member ID card page in the Welcome experience. For example, if subscribers indicate that they did not receive the member ID card, you can insert additional questions.

  1. In the header of Dev Studio, enter and search for ReviewTools.
  2. Click the ReviewTools rule.
  3. On the Questions tab of the Questions page, click the Add row icon to add another question.
  4. In the Type column of the new row, ensure that Simple Question is selected.
  5. In the Display label column, enter a short description that corresponds to the question on the survey.
  6. In the Question name column, enter the text that will identify the new question name and click the icon to the right of the field to display the Create Simple Question page. Then, follow these steps:
    1. Click Create and open.
    2. On the Edit Simple Question page, in the Question layout field, select Rich text.
    3. In the Display text field, enter the text that represents the survey question.
    4. Click the Answers tab.
    5. In the Answer mode list, select Radio buttons.
    6. In the Display value list at the bottom of the screen, enter your display value.
      For example: Yes/No or True/False
    7. Click Save as and save the rule to your ruleset.
  7. On the Question Page, select the Refresh check box so that the page refreshes when the user answers the question.
  8. Select the Required check box if the user must answer the question.
  9. In the Display logic column, click Define to define a when rule for conditions.
    For more information about when rules, see When condition rules.
    For example: To display different questions for members that are based on plan type, age, or gender, define a when rule for conditions.
  10. Click Save as and save the rule to your ruleset.

Modifying the Designate your care team page

You can modify the information on the Designate your care team page of the Welcome experience. You can customize the information that is displayed, add details to the external care management systems, and retrieve the care team information from an external system. For example, to add other categories to the care team, you can add another section or layout.

  1. To modify the information that is displayed on this page of the Welcome experience, follow these steps:
    1. In the header of Dev Studio, enter and search for ManageCareTeamDetails.
    2. Click the Section rule.
    3. On the Section page, in the right panel, click the Add icon.
    4. In the list, select Data display, and then click the desired text control.
      For example: Paragraph
    5. In the section, click the control that you specified.
    6. In the Cell properties dialog box, in the Paragraph field, click the Open icon at the right.
    7. On the Paragraph page, edit the text and click Save as and save the rule to your ruleset.
    8. In the Cell Properties dialog box, click Submit.
    9. Repeat these steps for each section that you want to modify.
    10. When you are finished, on the Section page, click Save as and save the rule to your ruleset.
  2. To add tasks that are performed prior to or after viewing the Designate your care team page, follow these steps.
    For example: If the subscriber has a healthcare proxy, you might create a task to implement the healthcare proxy process.
    1. In the header of Dev Studio, enter and search for PreReviewCareTeam or PostReviewCareTeam.
    2. Click the Data transform rule.
    3. On the Data Transform page, add the task.
      For more information about data transforms, see data transforms.
    4. Click Save as and save the rule to your ruleset.
  3. To retrieve the care team member names from an external care management system and add or delete team names in the external system, follow these steps.
    For example: If you add a new care team member on this page, you might want to also add it to the external care management system.
    1. In the header of Dev Studio, enter and search for D_FetchCareTeamContacts, D_AddCareTeamMembers, or D_DeleteCareTeamMembers.
    2. Click the Data page rule.
    3. On the Data Page page, on the Definition tab, complete the fields.
      For more information about data pages, see More about data page rules.
    4. Click Save as and save the rule to your ruleset.

Modifying the Confirm your contact information page

You can modify the details such as the template or the text on the Confirm your contact information page of the Welcome experience. You can also configure pre-processing tasks for example, fetching the contact information from the external system, and post-processing tasks such as saving the data to the external system.

  1. To configure pre-processing tasks, follow these steps:
    1. In the header of Dev Studio, enter and search for PromotePlanExtras.
    2. Click the Data transform rule.
    3. On the Data Transform: Pre-confirm contact details page, on the Definitions tab, complete the fields.
      For more information, see data transforms.
    4. Click Save as and save the rule to your ruleset.
  2. To modify the information that is displayed on this page, follow these steps:
    1. In the header of Dev Studio, enter and search for ConfirmContactDetails.
    2. Click the Section rule.
    3. On the Section page, in the right panel, click the Add icon.
    4. In the list, select Data display, and then click the desired text control.
      For example: Paragraph
    5. In the section, click the control that you specified.
    6. In the Cell properties dialog box, in the Paragraph field, click the Open icon at the right.
    7. On the Paragraph page, edit the text and click Save as and save the rule to your ruleset.
    8. In the Cell Properties dialog box, click Submit.
    9. Repeat these steps for each section that you want to modify.
    10. When you are finished, on the Section page, click Save as and save the rule to your ruleset.
  3. To add post-processing actions, for example, an activity to send an email or a data page to save data to an external system, follow these steps:
    1. In the header of Dev Studio, enter and search for ConfirmContactDetails.
    2. Click the Flow action rule.
    3. On the Flow Action page, on the Action tab, in the Post-processing section, add the action.
      For more information about flows, see Configuring the processing details for a flow action..
    4. Click Save as and save the rule to your ruleset.

Updating the external system

To update and commit changes to the external system such as saving the care team member information, you need to update the flow. For example, you might add a shape to the flow to save the data page or a utility to connect and save the data to the external system.

  1. In the header of Dev Studio, enter and search for UpdateExternalSystem.
  2. Click the Flow rule.
  3. On the Flow: Update external system page, make the changes to meet your business needs.

Resolving a case type

Before you resolve a case type, you might need to perform this task. For example, you might set the case status or send an email to a member.

  1. In the header of Dev Studio, enter and search for Resolution_Flow.
  2. Click the Flow rule.
  3. On the Flow: Resolution page, make the changes according to your business needs.
  • Previous topic Enabling the Coverage Inquiry Microjourney
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Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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