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Care Coordination Concept Test: Positioning & Pricing

Test positioning angles, pricing tiers, purchase triggers, and objections for a care coordination service targeting adult children managing aging parents.

Study Overview Updated Jan 31, 2026

Research question: Test positioning, pricing tiers, purchase triggers, and objections for CareQuarter, a care coordination service for adult children managing aging parents.
Research group: 10 US caregivers aged ~45–65 (rural/urban mix; Spanish-speaking and fixed‑income represented), contributing 70 responses.
What they said: Strong appeal for a named single coordinator and phone‑and‑paper workflow with mailed summaries; the largest barrier is legal trust-buyers want HIPAA‑only to start, then a very narrow, revocable POA with audit logs; they require real after‑hours coverage with a named backup, transparent fees/travel, coordinator credentials/E&O, and privacy controls for mailed PHI.
Positioning and pricing: Copy option B (“hold music, prior auths, 4pm Friday fires”) outperforms metaphors; CORE is the trial/steady state, FULL is the “working” tier for acute episodes (discharge, DME/home health, denials, billing disputes), and PREMIUM is crisis‑only. Main insights: Purchase triggers are predictable-hospital discharge, new home health/DME, prior‑auth denials/appeals, and billing disputes-and conversion hinges on an immediate warm handoff, published SLAs with make‑goods, and hard spend caps with no hidden fees; segments also need Spanish support, debit/ITIN payments, and rural-friendly delivery options.
Takeaways: Adopt B‑style, task‑based messaging; launch HIPAA‑first onboarding with time‑boxed, task‑limited POA; include a named backup in every tier and publish SLAs (e.g., 4pm discharge callback ≤15 min) with automatic credits; move appeals‑to‑resolution into FULL, add a flat‑fee Discharge‑Now package, enable pro‑rated upgrades/downgrades, and publish a one‑page pricing/no‑kickback/travel policy.
Go‑to‑market: Prioritize hospital discharge planners, pharmacists, PCPs, AAAs, churches, and employer HR/EAP over broad ads, and position CareQuarter as an episodic surge tool families turn on for spikes, not a forever subscription.

Participant Snapshots

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10 profiles

Katherine Mckrell

Katherine Mckrell, 59, is a married program manager for patient education at a nonprofit hospital in suburban Cleveland. Values pragmatic, evidence-based choices, budgets carefully, balances work with caregiving for her mother; cooks, hikes, and prioritizes…

Rickey Bustamante

Rickey Bustamante, 54, is a married Miami homeowner with a $75-99k household income who stepped back from a long operations/logistics career after a health event. Health-forward, tech-savvy volunteer and photographer who values reliability, transparency, an…

Melanie Anderson

Carla Jennings, 59, rural Georgia homeowner. Disabled, uninsured, frugal. Former nonprofit admin, now quilts and helps neighbors. Practical, research-driven, privacy-conscious. Values transparency, rural reliability, and low-complexity solutions tailored to…

Joe Murphy

Disciplined 48-year-old accounting specialist in Allen, TX. Single, no kids. Budget-focused, risk-aware, and community-minded. Soccer and motorcycle hobbyist. Prefers measurable ROI, clear pricing, and secure, integrated tools with minimal friction.

Nathan Ochoa

46-year-old Hispanic maintenance technician in Danbury city, CT. Separated, no kids, uninsured, rents with roommates. Cost-focused, risk-averse, bilingual. Values durability, clear pricing, and low paperwork. Trusts peer recommendations and local support.

Jeffry Ruby

1) Basic Demographics

Age 53. Male. White. Divorced with no children. Lives alone in Anaheim city, California, USA. Born in the United States and raised in the Inland Empire. Bachelor of Science in Mechanical Engineering from Cal Poly Pomona. Pri…

Brandon Esmaili

Round Rock based Puerto Rican field service tech, 45, married with one child. Practical, family centered, budget conscious, and bilingual. Values reliability, repairability, honest pricing, and community ties. Chooses better tier products with clear support.

Shena Bagley

Shena Bagley is a pragmatic, community-focused 61-year-old in rural Utah. Catholic, married, no kids. Ex-medical billing specialist managing rheumatoid arthritis. Budgets tightly, prefers durable, low-maintenance products, clear warranties, and local suppor…

Robin Brown

Robin Brown, 63, married, Black woman in Compton, disabled and uninsured. Former admin assistant; church-centered, price-sensitive homeowner with a mortgage. Pragmatic, tech-cautious, health-conscious cook who values clear steps, local trust, and no-surpris…

Jennifer Hill

Dutch-born, rural Michigan quality lead, 59, married with no kids. Pragmatic, frugal, and organized. Values reliability, clear specs, and fair pricing. Volunteers locally, cooks at home, and travels selectively to family and nature.

Katherine Mckrell

Rickey Bustamante

Melanie Anderson

Joe Murphy

Nathan Ochoa

Jeffry Ruby

1) Basic Demographics

Brandon Esmaili

Shena Bagley

Robin Brown

Jennifer Hill

Overview 0 participants

Sex / Gender

Race / Ethnicity

Locale (Top)

Occupations (Top)

Demographic Overview No agents selected

Age bucket	Male count	Female count

Participant locations No agents selected

Participant Incomes US benchmark scaled to group size

Income bucket	Participants	US households

Source: U.S. Census Bureau, 2022 ACS 1-year (Table B19001; >$200k evenly distributed for comparison)

Media Ingestion

Connections appear when personas follow many of the same sources, highlighting overlapping media diets.

Questions and Responses

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7 questions

Response Summaries

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7 questions

Word Cloud

Persona Correlations

Overview

Across 70 interviews the strongest purchase driver is accountability: a single, named human who accepts ownership of messy administrative work (phone-and-paper first) and is explicitly reachable. Trust hinges on legal scope (POA) and operational guardrails (after-hours backups, SLAs, credentialing, data handling). Pricing tiers map predictably to use-intensity: a low-friction CORE trial for steady maintenance, a FULL working tier for acute episodes (discharge, DME, appeals) that most will upgrade to when problems spike, and a PREMIUM crisis tier for very high-intensity events. Segments diverge on payment access, language, and price elasticity: Spanish-speaking and lower-income respondents prioritize simple contracts, month-to-month billing, non-credit payment options and Spanish live support; rural caregivers demand weather/transport contingency plans and alternate delivery cadences; healthcare/IT-literate and higher-income buyers require verifiable SLAs, caseload caps and outcomes and are more willing to pay episodically. Messaging that itemizes concrete tasks outperforms family-metaphor language, which can trigger boundary and trust concerns.

Total responses: 70

Key Segments

Segment	Attributes	Insight	Supporting Agents
Spanish-speaking Hispanic adult children (mid-40s to mid-50s)	Age ~45–53 Occupations: maintenance/technician or practical trades Spanish-language preference for live support and confirmations Lower-to-mid household incomes (<$100k) Payment-access constraints (prefer debit/ITIN, avoid credit checks)	Highly convertable with a low-friction, Spanish-language, phone-first onboarding that accepts debit/ITIN payments, offers month-to-month trials, provides named coordinators with direct lines, and delivers simple one-page contracts. Avoid complex POA asks up front; start HIPAA-only or short task-limited POA.	Nathan Ochoa, Brandon Esmaili, Robin Brown
Rural caregivers (late-50s to early-60s)	Rural/responsive to seasonal logistics Value paper summaries but fear postal delays/loss Mixed incomes; lower digital adoption	Phone-and-paper workflows resonate but require configurable delivery cadence and explicit contingency SLAs for winter/road-closure months and fax-only/local-provider failure modes. Local vendor fluency and offline escalation paths increase credibility.	Shena Bagley, Jennifer Hill, Katherine Mckrell
Healthcare/IT-literate professionals / higher-income buyers	Higher education or healthcare/IT experience Income often >$75k Comfort with technical proofs, SLAs and audit trails	This group demands measurable proof (published SLAs, appeal/overturn metrics, caseload caps, E&O coverage, audit logs). They are more price-tolerant for episodic FULL/PREMIUM usage if the service can demonstrate verifiable outcomes and guarantees.	Joe Murphy, Katherine Mckrell, Jeffry Ruby
Lower-income retirees / fixed-income households	Retiree or low fixed income (<$25k–$50k) High price sensitivity Preference for single-event support or subsidized pricing	Monthly subscriptions at standard rates are a barrier. Convertibility increases with one-off packages (discharge-only), subsidized options, sub-$100 senior pricing, or week-by-week engagements with explicit protection against surprise charges.	Robin Brown, Melanie Anderson
Caregivers managing out-of-jurisdiction relatives (immigrant/multi-jurisdictional)	Relatives living abroad or in territories (Puerto Rico, Guatemala) Concern about legal/licensing scope and local knowledge Need for cross-jurisdiction operational clarity	These buyers will only engage if the service publishes clear geographic scope, legal allowances, partner networks/liaisons for each jurisdiction, and examples of handled cross-border cases. Ambiguity on territory is a deal-killer.	Nathan Ochoa, Brandon Esmaili

Shared Mindsets

Trait	Signal	Agents
Named single coordinator	Continuity and a single accountable human is perceived as the highest-value feature-reduces cognitive load and finger-pointing across providers.	Jeffry Ruby, Joe Murphy, Shena Bagley, Brandon Esmaili
Phone-and-paper-first workflows	Many caregivers (and their older relatives) prefer low-tech touchpoints; apps are optional and can be a barrier to adoption.	Shena Bagley, Nathan Ochoa, Rickey Bustamante
POA as the primary trust barrier	Broad POA asks generate deep resistance. Buyers accept HIPAA-only starts, short task-limited or time-limited POAs, and immediate revoke mechanisms.	Jennifer Hill, Katherine Mckrell, Shena Bagley, Joe Murphy
Demand for pricing transparency and hard caps	Hidden fees drive churn. Buyers expect itemized fees, pre-approval thresholds and account-level hard caps to avoid surprises.	Nathan Ochoa, Melanie Anderson, Robin Brown
After-hours coverage and named backups are mission-critical	Most acute failures occur nights/weekends and 4pm Friday discharges; named backups and SLA response times materially affect perceived value.	Brandon Esmaili, Jeffry Ruby, Rickey Bustamante
Privacy and mailed PHI concerns	Mailed summaries are useful for filing but raise mailbox security and retention worries; buyers want opt-out paperless choices and clear purge policies.	Rickey Bustamante, Katherine Mckrell, Jennifer Hill
Need for proof: SLAs, metrics and local case examples	Buyers-especially literate/professional ones-require published turnaround metrics, case evidence of wins with local hospitals/DME, and references before paying.	Joe Murphy, Jeffry Ruby, Brandon Esmaili
Preference for concrete, task-focused messaging	Copy that names specific chores (prior auths, billing fixes, 4pm Friday fires) outperforms metaphors and faux-family language, which can undermine boundaries and trust.	Brandon Esmaili, Shena Bagley, Jennifer Hill

Divergences

Segment	Contrast	Agents
Higher-income / healthcare-literate vs lower-income retirees	Professionals accept episodic higher spend for verifiable outcomes and guarantees; retirees prioritize low-cost, single-event options and are unlikely to commit to standard monthly subscriptions.	Joe Murphy, Jeffry Ruby, Robin Brown, Melanie Anderson
Spanish-speaking Hispanic adults vs general sample	This group demands Spanish live support, simple one-page contracts, acceptance of debit/ITIN (no credit-check), and WhatsApp/photo confirmations-operational needs that differ from credit-card-first, app-centric onboarding.	Nathan Ochoa, Brandon Esmaili, Robin Brown
Rural caregivers vs urban/connected caregivers	Rural respondents value paper but worry about postal and seasonal failure modes; they require explicit contingency plans and configurable delivery cadence unlike urban respondents who assume reliable mail and in-network providers.	Shena Bagley, Jennifer Hill, Katherine Mckrell
Minority messaging preference (fixer framing) vs majority (task list)	A minority (e.g., Nathan Ochoa) responded to a 'fixer' identity framing, while the majority preferred concrete task lists-indicating a small but meaningful audience for different brand voice tests.	Nathan Ochoa
Out-of-jurisdiction caregivers vs domestic-focused buyers	Those managing relatives abroad demand explicit policies on geographic scope and cross-border coordination; domestic-focused buyers are less concerned about licensing or international scope.	Nathan Ochoa, Brandon Esmaili

Recommendations & Next Steps

Overview

Caregivers strongly value a single named coordinator who tackles the highest‑friction work by phone-and-paper. The biggest blocker is legal trust: people want HIPAA‑only to start, then a very narrow, revocable POA with audit logs. Conversion lifts come from concrete, task‑based messaging (Option B), transparent pricing with hard spend caps, real after‑hours coverage with a named backup, and proof (SLAs, outcomes, local references). Packaging should treat Full as the working tier for acute episodes, add an a‑la‑carte discharge product, and include appeals-to‑resolution at Full. Operational must-haves: published SLAs, caseload caps, Spanish support, clear travel/mileage policy, and paper privacy options (or secure digital) for mailed PHI. Go-to-market should prioritize hospital discharge planners, social workers, pharmacists, PCPs, AAAs, churches, and employer HR/EAP; digital ads alone lack credibility.

Quick Wins (next 2–4 weeks)

#	Action	Why	Owner	Effort	Impact
1	Shift all copy to task-based positioning (B) + authority guardrails	Concrete chores (hold music, prior auths, 4pm Friday fires) outperform metaphors; add a line about HIPAA-first with tight, revocable POA to reduce fear.	PMM/Growth	Low	High
2	Launch HIPAA-first onboarding + 72-hour limited POA option	POA is the #1 objection; a time-boxed, task-limited POA with same-day revoke unlocks trials without risk.	Legal/Compliance	Med	High
3	Guarantee a named backup coordinator in every tier	Nights/weekends and absence risk are top churn drivers; a documented backup raises reliability immediately.	Care Ops	Low	High
4	Publish a one-page price/fees sheet + no‑kickback policy	Hidden fees and vendor steering kill trust; a plain-language sheet with hard spend caps and travel/mileage policy boosts conversion.	Finance + PMM	Low	High
5	Introduce flat-fee Discharge-Now package	4pm Friday handoffs are the main trigger; a clear deliverables bundle (med bridge, home health start, med rec) at a flat price reduces decision friction.	Product + Care Ops	Med	High
6	Stand up Spanish line + materials; accept debit/ITIN	Language and payment access are gating for key segments; removes avoidable drop-off.	Ops/Support	Med	Med

Initiatives (30–90 days)

#	Initiative	Description	Owner	Timeline	Dependencies
1	Trust & Authority Framework (POA/Privacy/Revocation)	Operationalize HIPAA-first enrollment; offer task-limited, auto-expiring POA templates (72-hour and 90-day) with same-day revoke by phone/email and automated notices to providers. Publish no data resale, retention/purge timelines, and deliver timestamped action logs. Obtain and surface E&O/bonding certificates.	Legal/Compliance	0–6 weeks: design, templates, revocation workflow; 6–8 weeks: rollout	Provider notice automation, E&O/bonding policy docs, Audit log tooling
2	SLA & Coverage Buildout (After-hours, Backup, Caseload Caps)	Define and publish SLAs (pickup under 60s after-hours, discharge callback <=15m, med reconciliation <=4h), enforce caseload caps per coordinator, schedule overlapping shifts, and implement named backup with warm handoffs. Add real-time update cadence (texts/email) + weekly mailed summaries choice.	Care Ops	0–4 weeks SLAs; 4–8 weeks staffing, telephony and routing; 8–10 weeks pilot	Telephony/IVR configuration, Workforce management & staffing plan, Training on discharge/DME workflows
3	Pricing & Packaging 2.0	Refactor tiers: keep Core $175 for routine work; make Full $325 the working tier with appeals to resolution, extended hours, and backup; retain Premium for crisis. Add Discharge-Now flat fee (e.g., $199–$299) and a Week Pass for surges. Enable pro‑rated upgrades/downgrades and publish travel/mileage rules.	Product + Finance	3–5 weeks (pricing tests + policy publication); 6–8 weeks (billing changes live)	Billing system support for pro‑rates, Ops readiness for discharge bundle, Legal review of fee disclosures
4	Localization & Access (Spanish, Rural, Payments, Jurisdictions)	Staff Spanish coordinators or interpreter line, translate contracts/one-pagers, and accept debit/ITIN (no credit check). Provide rural paper-to-digital toggles (secure email/fax) for winter/slow mail. Publish jurisdiction scope (states, PR) and local hospital/vendor playbooks.	Ops/Support	0–6 weeks (Spanish + payments); 6–10 weeks (rural & jurisdiction playbooks)	Interpreter vendor/coverage, Payments processor configuration, Regional ops documentation
5	Evidence & Transparency Pack	Publish rolling metrics (appeal overturn %, time-to-appointment, discharge same-day rate), de-identified local case studies, sample mailed summary/envelope, and SLA make‑goods. Secure BBB listing and SOC2/HIPAA assessment summary. Create a 4pm Friday playbook one-pager.	PMM + Data	0–4 weeks (samples + BBB); 4–10 weeks (SOC2/HIPAA summary + metric dashboards)	Data pipeline for outcomes, Design for sample docs, Compliance audit partner
6	Clinical & Community Channel Pilots	Stand up referral pilots with hospital discharge planners, pharmacists, PCP clinics, AAAs, churches, and employer HR/EAP. Provide kits: one-pager, SLA/price sheet, live demo script, and coordinator direct lines. Track warm‑handoff conversion and refund triggers.	Partnerships/Growth	2–12 weeks across 3 pilot markets; expand after KPI gates	Evidence pack ready, Local coordinator availability, Partner training sessions

KPIs to Track

#	KPI	Definition	Target	Frequency
1	Warm-handoff conversion rate	% of referred caregivers from clinical/community partners who start a paid trial within 7 days	≥35% in pilot markets	Weekly
2	After-hours SLA adherence	% of after-hours calls answered <=60s and discharges called back <=15m	≥90% answer SLA; ≥85% callback SLA	Daily + weekly rollup
3	Appeal-to-resolution success	% of prior-auth denials overturned or alternatives secured within 10 business days	≥65% win/alternative rate	Monthly
4	Trial-to-paid and 90-day retention	% of trials converting to paid within 30 days; % of customers active at day 90	≥50% trial→paid; ≥60% 90-day retention (episodic use allowed)	Monthly
5	POA adoption with control	% starting HIPAA-only who adopt limited POA within 30 days without revoke events	≥40% adoption; <3% same-day revokes	Monthly
6	Customer effort & trust	CES during acute events + complaint rate on hidden fees/steering + refund rate	CES ≤3.0; hidden-fee complaints <1% of tickets; refunds <5% of episodes	Monthly

Risks & Mitigations

#	Risk	Mitigation	Owner
1	POA backlash or misuse (authority creep, slow revocation)	HIPAA-first start; auto-expiring, task-limited POA; same-day revoke via phone/email; audit logs; provider notice automation	Legal/Compliance
2	After-hours coverage fails (answering service or delays)	Staff overlap, on-call leads, named backups, strict SLAs with financial make‑goods, live QA monitoring	Care Ops
3	Perceived hidden fees or vendor steering	One-page price sheet, no-kickback attestation, visible spend caps and alerts, published travel/mileage policy	Finance + PMM
4	Privacy breach via mailed PHI or weak controls	Opt-out of mail; plain envelopes; secure email/fax option; SOC2/HIPAA assessment; retention/purge policy; breach response plan	Security/Compliance
5	Local incompetence (learning on customer’s time)	Regional playbooks, hospital/DME contact lists, mentoring by senior coordinators, proof-of-work case studies per market	Care Ops
6	Price-access barriers (low-income, Spanish, ITIN/debit)	Spanish line and contracts, accept debit/ITIN, Discharge-Now and Week Pass options, explore senior subsidies/partnership grants	Ops + Partnerships

Timeline

0–30 days:
- Copy pivot to B; one-page price/fees + no‑kickback policy
- HIPAA-first onboarding; 72‑hour POA template draft
- Named backup across tiers; draft SLAs and make‑goods
- Spanish hotline soft launch; accept debit/ITIN

30–60 days:
- Publish SLAs; workforce schedule for evenings/weekends
- Launch Discharge-Now bundle + appeals-in-Full; pro‑rated upgrades
- Evidence pack v1 (samples, local case studies, BBB)
- Begin hospital/pharmacy/AAA pilots in 2 markets

60–120 days:
- SOC2/HIPAA summary; metrics dashboard live
- Regional playbooks (3–5 systems); rural paper→digital toggles
- Expand partner pilots; add HR/EAP channel
- Iterate pricing (Week Pass), travel policy fine-tune

120+ days:
- Scale coverage SLAs; multi-market references; evaluate Premium ROI

Research Study Narrative

Objective & Context

Claude commissioned a qualitative concept test (70 interviews) to evaluate positioning, pricing, purchase triggers, and objections for CareQuarter, a care coordination service for adult children managing aging parents. We tested gut reactions to the core offer, four positioning statements, a three-tier price model, a high-stress “Friday 4pm discharge” scenario, top objections, proof requirements, and referral propensity/channels.

What We Learned (cross-question evidence)

Single named coordinator is the anchor value. Respondents consistently favored a named human who owns outcomes by phone-and-paper with weekly mailed summaries (Q1; Jeffry Ruby, Shena Bagley). This reduces anxiety and creates a tangible paper trail.
Legal trust is the #1 barrier. Broad POA is a non-starter; caregivers want HIPAA-only to start, then tight, task-limited, revocable POA with audit logs and immediate revoke mechanics (Q1, Q5; Jennifer Hill, Shena Bagley, Joe Murphy).
Positioning: task-based beats metaphor. Option B (“hold music, prior auths, 4pm Friday fires”) clearly outperformed A/C/D; faux-family framing with “legal authority” raised boundary concerns (Q2; Brandon Esmaili, Shena Bagley).
Tiers map to intensity. CORE is steady-state/trial; FULL is the “working” tier with ROI during acute episodes (discharge, DME/home health, billing disputes); PREMIUM is crisis-only and short-burst (Q3; Jennifer Hill, Rickey Bustamante, Melanie Anderson).
Operational must-haves. After-hours coverage must be a live, empowered human, not an answering service (Q3; Jeffry Ruby). “Prior auth submissions” must include appeals and follow-through to resolution (Q3; Shena Bagley). Fear of hidden fees and unclear travel/mileage policy blocks purchase (Q3).

Trigger Moments & Decision Mechanics

Friday 4pm discharge is the decisive use case. Buyers require an immediate warm handoff with a named coordinator on a live three-way call, explicit spend caps, and time-bound deliverables (same-day bridge fill/PA escalation, confirmed home health, med reconciliation) with timestamped updates (Q4; Joe Murphy, Jennifer Hill).
Proof and guarantees seal the deal. Written SLAs with make-goods, named coordinator + named backup with caseload caps, SOC2/HIPAA/E&O evidence, and try-before-buy on a real task (Q6; Jeffry Ruby, Shena Bagley, Brandon Esmaili).

Persona Correlations

Spanish-speaking Hispanic caregivers: Convert with Spanish live support, one-page contracts, debit/ITIN acceptance, WhatsApp/photo confirmations; avoid upfront broad POA (Q1–Q7; Nathan Ochoa, Brandon Esmaili).
Rural caregivers: Phone-and-paper resonates, but require opt-out of mailed PHI, configurable cadence, and winter contingency SLAs (Q1, Q5; Shena Bagley).
Healthcare/IT-literate professionals: Price-tolerant episodically if SLAs, appeal metrics, caseload caps, and make-goods are verified (Q3, Q6; Joe Murphy, Jeffry Ruby).
Fixed-income retirees: Need sub-$100 or one-time flat-fee packages; monthly commitment is a barrier (Q3, Q6; Robin Brown, Melanie Anderson).

Pricing & Packaging Implications

Maintain CORE $175 as steady/trial; make FULL $325 the working tier by including appeals-to-resolution, extended hours, and a named backup; reserve PREMIUM $475 for short crisis bursts (Q3).
Introduce a flat-fee Discharge-Now bundle with explicit deliverables for the 4pm scenario; enable pro-rated upgrades/downgrades (Q3–Q4).
Publish a one-page fee sheet with hard spend caps, no-kickback policy, and travel/mileage rules (Q3, Q5).

Recommendations

Pivot copy to task-based positioning (Option B) plus explicit HIPAA-first, narrow, revocable POA guardrails (Q1–Q2).
Operationalize SLAs with make-goods: 24/7 live pickup ≤60s, new discharge callback ≤15m, med reconciliation ≤4h (Q6).
Guarantee a named backup coordinator in every tier and enforce caseload caps (Q3, Q6).
Localize access: Spanish coordinators, contracts, and channels; accept debit/ITIN, no credit check (Q1, Q6, Q7).
Offer paper privacy controls: opt-out of mail, plain envelopes, retention/purge policy (Q1, Q5).
Go-to-market via discharge planners, social workers, pharmacists, PCPs, AAAs, churches; consider employer HR/EAP; avoid glossy ads (Q7).

Risks & Mitigations

POA backlash: HIPAA-first, auto-expiring task-limited POA, same-day revoke, audit logs (Q5–Q6).
After-hours failure: Staff overlap, named backups, SLA credits, live QA (Q3, Q6).
Hidden fees/privacy: One-page fees + no-kickback; paper opt-outs; SOC2/HIPAA summary (Q3, Q5–Q6).
Local competence: Regional playbooks and case studies per hospital/DME network (Q5).

Next Steps & Measurement

0–30 days: Copy pivot to Option B; publish fees/no-kickback sheet; launch HIPAA-first + 72-hour limited POA; stand up named backups; draft SLAs; Spanish hotline; accept debit/ITIN.
30–60 days: Publish SLAs with make-goods; launch Discharge-Now bundle and appeals-in-Full; enable pro-rated moves; start pilots with hospital/pharmacy/AAA partners.
60–120 days: Release outcome metrics and de-identified local case studies; SOC2/HIPAA summary; rural paper→digital toggles; expand employer HR/EAP channel.

KPIs: Warm-handoff conversion ≥35%; after-hours answer ≤60s ≥90% and discharge callback ≤15m ≥85%; appeal/alternative success ≥65% in 10 business days; trial→paid ≥50%, 90-day retention ≥60%; POA adoption (from HIPAA-only) ≥40% with same-day revokes <3%.

Recommended Follow-up Questions Updated Jan 31, 2026

Which billing model would you prefer for a care coordination service like this? (choose one) • Monthly subscription with tiers • Prepaid hourly blocks (e.g., 10-hour pack) • Per-episode bundle (e.g., 72-hour discharge sprint) • Retainer plus per-task fees • Pay-per-task only • Not sure

single select Identifies the optimal pricing construct to prioritize beyond tiers, informing packaging, merchandising, and revenue model tests.
For each task below, what is the maximum level of authorization you would be comfortable granting initially? Rows: speaking with providers/insurers; submitting prior authorizations; prescription refills; coordinating hospital discharge; arranging home health/DME; disputing bills/appeals. Columns: none; HIPAA-only; limited healthcare POA; limited financial/billing authorization.

matrix Defines the step-up authorization ladder by task, informing legal scopes, default settings, and upgrade flow.
Outside business hours, what is the longest acceptable response time for an urgent issue (enter minutes)?

numeric Sets concrete SLA targets for nights/weekends staffing and escalation policies.
Which proof or guarantee elements most increase your likelihood to enroll? Items: written SLAs with response times; service credit/money-back guarantee; named coordinator plus named backup; coordinator credentials/background check/bonding; detailed audit logs and instant revocation; transparent no-referral/commission policy; data security certification/insurance coverage; free short trial/pilot.

maxdiff Prioritizes trust investments that move conversion, guiding compliance, ops, and messaging.
Who would be the primary decision-maker to engage this service for your parent? • Me (adult child) • Another sibling • My parent • Shared decision (parent and adult children) • Another caregiver/POA • Not sure

single select Clarifies buying center to target outreach, consent flow, and sales collateral.
Which PRIMARY funding source would you use to pay for this service? • My personal out-of-pocket • HSA/FSA funds • My parent’s out-of-pocket • Parent’s long-term care insurance • Employer-sponsored benefit • Other • Not sure

single select Guides payment integrations, partner channels, and pricing communication (e.g., HSA/FSA, LTC).

These fill gaps on billing model preference, precise authorization by task, concrete after-hours SLAs, trust proof prioritization, and buyer/payer mapping-directly informing packaging, legal, ops, and GTM.

Study Overview Updated Jan 31, 2026

News & Media

Source	Weight

Care Coordination Concept Test: Positioning & Pricing

Katherine Mckrell

Rickey Bustamante

Melanie Anderson

Joe Murphy

Nathan Ochoa

Jeffry Ruby

1) Basic Demographics

Brandon Esmaili

Shena Bagley

Robin Brown

Jennifer Hill

Katherine Mckrell

Rickey Bustamante

Melanie Anderson

Joe Murphy

Nathan Ochoa

Jeffry Ruby

1) Basic Demographics

Brandon Esmaili

Shena Bagley

Robin Brown

Jennifer Hill

Sex / Gender

Race / Ethnicity

Locale (Top)

Occupations (Top)

Summary

Themes

Outliers

Overview

Key Segments

Shared Mindsets

Divergences

Overview

Quick Wins (next 2–4 weeks)

Initiatives (30–90 days)

KPIs to Track

Risks & Mitigations

Timeline

Objective & Context

What We Learned (cross-question evidence)

Trigger Moments & Decision Mechanics

Persona Correlations

Pricing & Packaging Implications

Recommendations

Risks & Mitigations

Next Steps & Measurement

Distinct Market Research Groups

Marketing Reports Generated

Digital Twin Synthetic Personas

Questions Answered