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SOP Library

Standard operating procedures for responsible care coordination on Carexroads.

12 SOPs
SOP 1: How to Search for Providers
Purpose
Find eligible providers by category, location, funding, and availability.
When to use
Anytime you need to identify qualified providers for an individual, family, or client.
Steps
  1. Open Provider Search
  2. Select service category
  3. Enter county or ZIP
  4. Apply funding source and availability filters
  5. Review provider cards
  6. Save useful results to a list
Do
  • Filter by funding source when known
  • Use county or ZIP for geographic accuracy
Do not
  • Enter diagnoses, medical records, or insurance IDs
Example
Search Home Care + Solano County + Private Pay + Available within 48 hours.
SOP 2: How to Save Providers
Purpose
Organize eligible providers into reusable lists for clients or geographic areas.
When to use
When tracking shortlists for a person, family, county, or service category.
Steps
  1. Open a provider card
  2. Click Save
  3. Choose or create a list
  4. Add a short non-PHI note
Do
  • Name lists by county, category, or non-identifying client code
Do not
  • Name lists with PHI, full names, or medical information
Example
List: 'Memory Care — Contra Costa — North'.
SOP 3: How to Compare Providers
Purpose
Evaluate eligible providers neutrally.
When to use
When narrowing options for a client or family.
Steps
  1. Open two or more provider profiles
  2. Review service area, funding, languages, credentials
  3. Use 'Why this provider appears'
  4. Document non-clinical comparison notes
Do
  • Compare verifiable attributes
Do not
  • Compare based on payment status alone
Example
Compare three home care providers by service area, languages, and after-hours availability.
SOP 4: How to Create a Non-PHI Coordination Request
Purpose
Submit a service request without protected health information.
When to use
When you need to route a non-PHI opportunity to an eligible provider.
Steps
  1. Open Coordination Requests
  2. Choose service category, county, funding, urgency
  3. Enter only non-PHI context
  4. Submit
Do
  • Describe needs in functional, non-clinical terms
Do not
  • Include diagnoses, medications, Medicare/insurance IDs, SSNs, or medical records
Example
'Transportation to weekly appointments, Spanish-preferred, ZIP 94590.'
SOP 5: How to Review Alternative Eligible Providers
Purpose
Maintain client/family choice by surfacing alternatives.
When to use
When a primary match isn't a fit or the user wants options.
Steps
  1. Open the opportunity
  2. Select 'View alternatives'
  3. Compare eligibility
  4. Offer to the family/client
Do
  • Always present more than one option when available
Do not
  • Steer toward providers based solely on financial relationship
Example
Show two additional eligible home health agencies serving the same ZIP.
SOP 6: How to Use the Coverage Map
Purpose
Identify provider coverage by county and category.
When to use
When evaluating gaps before referring or planning outreach.
Steps
  1. Open Coverage Map
  2. Select category
  3. Review county density
  4. Flag underserved areas
Do
  • Use to inform discovery strategy
Do not
  • Use as a clinical recommendation
Example
Identify counties with limited NEMT coverage.
SOP 7: How to Document Non-Clinical Notes
Purpose
Record coordination activity without PHI.
When to use
When tracking what was offered and chosen.
Steps
  1. Open the request or saved list
  2. Add a short note describing options and outcome
Do
  • Use neutral, functional language
Do not
  • Record diagnosis, medications, or identifiers
Example
'Offered three options; family selected Provider B based on language preference.'
SOP 8: How to Avoid PHI
Purpose
Protect privacy and keep Carexroads non-PHI.
When to use
Every interaction in the platform.
Steps
  1. Strip identifiers before entering
  2. Describe needs functionally
  3. Use county/ZIP, not addresses
  4. Never upload medical records
Do
  • Use general descriptors
Do not
  • Enter diagnoses, Medicare IDs, insurance IDs, SSNs, clinical notes, or medical records
Example
Write 'mobility limitations' instead of a clinical diagnosis.
SOP 9: How to Support Right-to-Choose
Purpose
Preserve user choice across discovery.
When to use
Whenever presenting providers.
Steps
  1. Present multiple eligible options
  2. Disclose what verification means
  3. Avoid pressure
Do
  • Document choices offered
Do not
  • Imply guaranteed acceptance
Example
Provide three eligible options and document the family's selection.
SOP 10: How to Escalate a Platform Issue
Purpose
Report bugs, data errors, or compliance concerns.
When to use
When something is wrong or unsafe.
Steps
  1. Open Support / Feedback
  2. Describe the issue
  3. Attach a screenshot if relevant
  4. Submit
Do
  • Be specific and reproducible
Do not
  • Include PHI in the report
Example
'Provider X listed in wrong county.'
SOP 11: How to Request More Provider Coverage
Purpose
Help Carexroads grow coverage where users need it.
When to use
When you find a gap.
Steps
  1. Open Coverage Map
  2. Use 'Request coverage'
  3. Specify category and county
Do
  • Suggest specific categories and geographies
Do not
  • Submit provider acquisition pitches — Carexroads handles outreach
Example
'Hospice coverage needed in rural ZIP 95620.'
SOP 12: How to Use Saved Lists by County or Category
Purpose
Reuse curated lists across clients and time.
When to use
When working in defined geographies or categories.
Steps
  1. Create lists by county or category
  2. Add eligible providers
  3. Reuse for similar future needs
Do
  • Keep lists organized and non-PHI
Do not
  • Embed identifying client information
Example
'Assisted Living — Sacramento County — Spanish-speaking staff.'
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Administrative access is restricted to authorized Carexroads personnel.

Carexroads is a care coordination and provider discovery platform. Providers are independent and licensed under their respective states. Carexroads does not make clinical decisions or recommendations.

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