Q2 Quarterly Connect Webinar

Welcome, and thanks so much for taking the time to join us today. We're gonna show you some of our latest, q two quarterly updates to the product. And today is about two things, really helping you guys get more value from the tools that you already have and helping your campuses evaluate TimelyCare to understand how we can continue to improve around the world work your teams manage every day. I'm, Janelle Watson. I'm a senior product marketing manager here at TimelyCare, and joined with me is Jennifer Lights, who's a product manager and the one who's been doing a lot of these updates and leading these changes. So she is, like, going to be showing us all through the product. These updates are practical, but they connect to a bigger timely care commitment. Through our cares framework, we measure and communicate communicate impact across clinical outcomes, access, return on investment, equity, and service quality. Today's updates connect most directly to return on investment that endures and service you can trust. So for customers, the goal is that you leave with one or two workflows that you can start using. And for prospects, the goal is that you leave with a clear sense of how TimelyCare acts as as a long term partner, not just a static solution. So as you know, even better than me, campus teams are being asked to do more with limited time, tighter budgets, and growing expectations for proof. A leadership team may ask whether the partnership is producing value. A board may want a concise view of engagement or outcomes. A counseling director may need a clearer picture of what is happening by population, program, or term. At the same time, care teams are managing sensitive workflows where communication, documentation, and visibility matter. This is where the care story becomes practical. Return on investment is not just a financial claim. It depends on whether your team can organize and share the evidence you already rely on in budget and leadership conversations. Service quality is not just about the student visit. It also depends on whether the workflows behind the scenes are clear, secure, and easier to trust. Every update we are walking through today reflects feedback from you guys. That matters because partnership should show up in the product. It should show up in fewer manual steps, clearer handoffs, stronger controls, sorry, and easier ways to tell the value story. One of the most important messages today is that these updates are not random feature additions. They are an example of how TimelyCare continues to build with campus partners. When we say we aim to be a true partner, we mean we are listening to what campus tees teams need and turning that feedback into improvements that support your day to day work. For reporting teams, that might mean less time rebuilding the same view before every meeting. For care teams, it might mean a safer way to preserve context when a student is supported by both campus staff and a TimelyCare provider. This is also how we think about what it means to have a purpose driven partnership. The product should support the outcomes you are responsible for. It should help your team feel more prepared, not more burdened. It should help your institution demonstrate impact, manage sensitive workflows responsibly, and support students with greater confidence. For current customers, this is a reminder that your feedback shapes what gets built, and it's a signal of what you can expect from the our relationship, continued investment, practical improvements, and a partner that understands higher education workflows. So just a quick overview of the agenda. We'll start with reporting because it connects directly to the value story that many of you have to tell. This is a CARES proof of return on investment. We'll also include a demo of those changes. And then after that, we'll shift to care coordination. So that directly speaks to our service quality you can trust. The focus is on secure communication, clear context, document management, visibility, and traceability for eligible users. Then we'll move into that demo as well. We'll close with questions, but, obviously, do not if you have a question, don't feel like you have to wait. Just feel free to go ahead and drop it in the q and a, the chat chat box at the bottom. So the problem of proof takes too much manual work is something we hear often as a pain point from our campus partners. The issue is usually not that the teams lack data. The issue is that the data has to be shaped again and again for different moments. One version may be needed for a cabinet meeting. Another may be needed for a program leader who cares about a specific population or time period. When that process is manual, the value story becomes harder to tell consistently. Someone has to remember the right filters, update the date range, export the file, package it for the right audience, and do it again for the next meeting or the next month or the next term. That creates two problems. First, it consumes staff capacity. Second, it can make proof feel less repeatable than it should be. Campuses need evidence they can use repeatedly to discuss and budgets. Priority. More manual the process is, the harder it becomes to keep that evidence ready. So the question to ask yourself is, what report do your does your team rebuild most often? The important idea here is repeatability. Most campus teams already know what they need to report on. The friction comes from getting back to that same view, keeping it current, and sharing it with the right people at the right time. So these updates are designed to remove steps from that process. Instead of starting over every time, you can create views that match the way your teams work, return to common reporting context, align reporting to the academic year, and automate recurring delivery where appropriate. That is why the customer benefit is bigger than convenience. This helps teams spend less time preparing the evidence and more time using it. It supports board updates, cabinet conversations, and internal program reviews. For prospects evaluating timely care, reporting is often where partnership value becomes the most visible. A strong partner should not simply hand over raw utilization data and leave your team to figure out the rest. A strong partner helps make the evidence easier to find, organize, and share. So just to briefly talk through the reporting, I'll go ahead and kick it over or to demo the report kick it over to Jennifer. Thanks, Janelle. Alright. So before I share my screen, I wanna talk about a little bit about what I'm gonna show you. The TimelyCare customizable reporting dashboard delivers a personalized reporting experience that gives users faster access to the data that matters most to them while maintaining access to the full reporting suite. Some of the different personas that might use these insights differently are advisers that may be focused on student engagement, outreach impact, and visit utilization, program or clinical directors who might be monitoring service line visits, provider demographics, wait times, or as well as executive leaders who are prioritizing utilization trends, growth, and performance indicators. This dashboard balances personalization with comprehensive reporting access, putting the right data in front of the right people without adding complexity. So let's go right into the demo. Alright. I've already logged in, and I'm on the dashboard. But to access the dashboard, you would log in to TimelyCampus, navigate to the reports section, and then to the select my dashboard. So let's talk about its core capabilities. Some of the things that you can do are adding reporting visuals that are aligned to your needs from the three interactive reports, registrations, virtual clinic, and digital self care. So to do this, you would go to the other reports, those three reports, and every single visual has this push pin. To hover over that, you'll see whether a visual has been pinned to your dashboard, and you can also click it to unpin it if you would like to unpin it. You can also arrange visuals in a layout that fits your workflow. So if you don't want to see registrations total registrations, you can select the swap position and change it over to registrations by group if that's the most important thing for you to look at with registrations. You can also remove visuals that are not relevant to you. So we have preset, some default visuals so that you can see what it would look like when you first log in if you have not created a dashboard yet, but those are meant more to help you get started versus things that you must use. So if this doesn't apply to you, you can just unpin it, and it will be removed from your dashboard. You can also remove an entire section. So if you're only interested in the registration data, you could remove virtual clinic and digital self care completely by doing the same thing. You would unpin any visuals that don't apply. After you've added all relevant visuals let me go ahead and clear these. After you've added all relevant visuals, you want to determine which global filters you want to apply to all visuals on the page as well as section filters. Our global filters are filters that are consistent across all three of the interactive reports where the sectioned filters only apply to that section of the dashboard. So for global filters, you might want to select a specific group, that you're interested in looking at. And then with specific, section filters, these are filters that only apply to this section. So we would be looking at potentially registration active users versus all time users. So once you have set those filters, they automatically save on the page, and this ensures that the filters that you've applied are most relevant to you, but also, when you go to save this filter this filter and this report, everything that you have set is, already already saved. You can also update the time frame. So if you want this to be a custom date range or some of the presets that we have here, you can do that as well. To save your customized dashboard configuration, you're going to select presets and then choose a report name that best describes the report that you're saving. Once this report is saved, then this is always available from your drop down of saved filter of saved reports. You can save up to five dashboard views at any given time and edit or delete those as needed. Once you've saved that dashboard view, that dashboard view is automatically going to load when you go to that page upon your next login. You can also schedule this saved report to be emailed to you at your convenience so you don't have to log in to see it. So if you have a monthly report to compile for a meeting, you can create that report from the dashboard like I've just done and schedule it to be delivered to your email in preparation for that meeting. I'm just gonna go ahead and use these, and we're going to say I want this to end in two months. So you can create the schedule, and it shows that the schedule's been created. You can also click into here and see any of the schedules that you've already created and edit or delete those as needed. So why this matters? The customizable report dashboard reduces repetitive navigation. It saves administrative time. It increases reporting engagement. It supports faster, more confident decision making, and strengthens a data informed campus culture. Essentially, it puts the right data in the right context in front of the right people. Back to you, Janelle. Thanks so much, Jennifer. In this slide or actually, Jason, can you share? Thank you. So this slide just gives you a little bit of overview of different ways that this, could be used, the reporting. So an executive audience, usually needs confidence. They want evidence that they can use in budget, board, and cabinet conversations. Conversations. They may not need every operational detail, but they do need a clear view of whether the partnership is delivering value. Campus admins and reporting teams usually feel the manual burden most directly. They're the ones rebuilding the views, exporting files, and trying to keep different stakeholder requests organized. For them, adoption is about saving time and reducing repetitive work. And for counseling leaders and program leaders, they may need more specific visibility. They may wanna understand a particular population, service line, term, or program area. For them, adoption is about getting to the right context faster. And then moving on to our next, set of product enhancements. When a student is supported by both campus teams and TimelyCare providers, context matters. A missed update, a document attached without enough context, or uncertainty about who can see sensitive information can slow the work down and make coordination harder than it needs to be. This is the operational side of service quality you can trust. Service quality is not limited to ratings or satisfaction. It also includes the behind the scenes workflows that help teams communicate clearly, manage information responsibly, and support students without unnecessary gaps. The pain often shows up in very practical ways. A case manager needs to share a nonurgent update. A provider needs confidence that a document is connected to the correct student or visit. A campus team needs to understand what is visible, who changed something, and why. Those are the moments this release is designed to support. For customers, listen for the workflows where shared context gets lost today. How do your campus teams and virtual providers coordinate when they are supporting the same student? The care coordination updates are about making shared student support clear, safer, and easier to manage for eligible users. The first thing to note is the audience. These workflows are intended for PHI approved users only. That matters because the goal is not broad communication. The goal is appropriate, secure coordination for people who have the right permissions. The second thing to note is the use case. Messaging is for nonurgent coordination. It is meant to support shared context, not replace urgent or emergency protocols. The third thing to note is control. With sensitive documents, teams need more than a place to upload a file. They need clear tags, visibility status, role based permissions, and a record of changes. That is what makes the workflows easier to trust. This connects directly to the care's proof area of service quality. Strong service quality depends on consistent processes. It depends on knowing that communication is documented. Documents are correct, connected to the right context, and visibility changes are traceable. Adoptions should start by enter identifying the PHI approved users and the specific coordination moments when where these tools can reduce friction. And then without further ado, I'll turn it over to Jennifer to show us a little bit more about how it actually works in product. Thanks, Janelle. Alright. So TimelyCare users with PHI access can now view a comprehensive member profile from the member's page that is designed with an EHR style interface. This profile provides a complex a complete snapshot of the member, including personal and registration information, medical information, visit limits, a visit log, and new document uploads. The new document uploads feature allows TimelyCare users to access and securely upload and manage files such as PDF, JPEG, and PNG documents. Uploaded files appear in a centralized document section, which serves as as a shared repository for all materials added by members, customers, TimelyCare providers, and internal support staff. Each upload can be tagged by document type, which helps streamline categorization and retrieval. TimelyCare clinicians and support staff can also review and add these documents to the member's medical record as appropriate. So I've already added a couple here. Each upload can be tagged as visible or hidden to the member. So because I've added one already, I'm going to go in and change the visibility status. So if you've uploaded a document and then after review, you decided that, you know, this really is not appropriate for the member to see. Some clinical notes and documents are important for providers to share, but maybe jarring for a member to read based on what this is about. So a campus user or TimelyCare provider can tag such a document as hidden and leave an update as to why. And just to confirm that we've made that change. And now you see that this document has been hidden. So this lets this lets us know that this this specific PDF or document is not visible to the member, but this one is visible to the member. You can also go in and change these at any time. Scrolling down, let's talk about clinical to provider messaging. Timely campus users with PHI access, of course, can initiate nonurgent message threads directly with TimelyCare providers. These messages are designed to support care coordination and member related inquiries. Providers that are available for messaging are automatically filtered to those who have seen the member within the last six months. Document attachments can be can be included within messages. They don't have to be, but they can be. And any attached files are automatically added to the member's document repository for seamless tracking, so you don't need to add them in two places. There are time stamps and read receipts, which provide transparency and allows all parties to see when messages are sent, reviewed, received, and read. TimelyCare's internal escalation process ensures timely providers respond to all messages. For this example, we're going to go into a member profile to see a message about a upcoming visit that the member has. As the campus user, I want to make sure that the TimelyCare provider has some historic context regard regarding this member's first visit with a psychiatrist. So I'm going to go into the new message and select the provider and send this message. Maybe. I can also attach a file here, as I said. So I'm going to go in, choose a document, and add that as well as add a tag of what this attachment is about. And now I can see that here's my message, here's my attachment, and I'm going to send this message. I feel like I hear the jeopardy the jeopardy noise in the background, so we'll give it a second to send. Goodness. There we go. Oh, did it not send? Try it again. While you're managing that, Jennifer, we've gotten a couple of questions, so I'll go ahead and address those. One question was, can different people on our team set up their own dashboard views? Absolutely. We strongly encourage this. As long as they have TimelyCare access and permissions, then they can absolutely set up their own dashboards. And then who on our campus will be able to use these new features? So as mentioned, for the reporting, anyone with the Timely Campus access. But for the messaging, in order to stay compliant with HIPAA, obviously, it's limited to people only with PHI approved access and permissions. And if you're unsure about who has what permissions, we encourage you to reach out to your CSM, and they can discuss that with you, especially if you need to add people with certain permissions. I'll go ahead and turn it back over to you. Yep. Thanks, Channel. So if you were watching the screen, you could see that this did come through. It came through twice, actually. But, this one here is alerting the campus user that there has been a response. But you can see how the message comes through and also that the attachment has as well. You can also see that the message to the provider has been read. So pre right before, when Janelle was speaking, it showed that it had been sent in the time stamp. And then when the provider read it, it was automatically updated. So now when I click on the message, I can see that the the provider did respond. Again, there are time stamps. The provider also sees those same time stamps to let them know when the messages in TimelyCare has been reviewed, and and you can respond at any given time on those. So the next thing I wanna show you is that you can receive alerts on these messages if you're not in Timely Campus. So if you've got other things going on, you don't wanna necessarily sit and wait for a timely camp TimelyCare provider to reach back out to you, you can go into your account section and scroll down to notifications and add a notification that you want to receive an email or SMS whenever a new message has come through. So once I save this, I will now receive emails because that's the one that's what I have selected on any time I receive a response back from a provider on a message that I have started. So the key takeaway key takeaways here are unified views of the member's profile and care history, centralized document and management and tagging, secure auditable provider communication channels, built in accountability with time stamps and read receipts, which enhances our collaboration, efficiency, and care continuity across TimelyCare and our customer teams. Back to you, Janelle. Thanks. And we have just a few other questions that I wanna make sure get covered really quickly, in the q and a section. So this goes back to the reporting. And, Jennifer, feel free to correct me if I misstate anything, but other question asks, how many saved views can we create? So this is referencing the dashboards, like, creating those saved views that you can come back to again and again, and you can create up to five. That is great. There's another question about, can scheduled PDFs replace the reports we manually manually export every month? Yes. That's our hope is that to make your life easier so you can just schedule those reports, and then not have to think about them, not have to go back in and recreate them time and time again. So, hopefully, you won't ever have to do those manually again. And then I have a question. For state grant reporting, can a campus tailor what specific data is needed to be obtained from the student? For example, my data collection for students using TimelyCare is often inaccurate because TimelyCare does not gather information for underserved populations. So we do not cap you're absolutely right. We do not capture that data. I so we don't capture that data, so I don't think that that's something that you can tailor for the specific data. Having said that, I really encourage you if you haven't already, possibly talking to your CSM about our basic needs product, which does actually capture some of this, including, kind of demographics such as are they coming out of the foster care system, are they a veteran, and helping identify those underserved populations. And then you can get some of that data. Sorry. I know that's not the the answer you probably wanna hear or super clear, but at this time, no. We do not collect that data from the students. I would say that on the campus homepage, below on the right hand side, there is a space for a new feature request. So if you do have needs like that, please feel free to submit a feature request for those enhancements so that we can start looking into what's possible for you, though. Absolutely. Actually, Jennifer, do you mind sharing your screen to show them where exactly where they can do that? Jason, would you mind letting her? Because all of these features are driven by requests that you guys have made. And we're we obviously wanna do everything we can to be a great partner to you and including making changes that will make your to the product that will make your lives easier. So, I'll let I'll Jennifer speak. Yeah. Sure. So on the Timely Campus homepage, you can just click on the new feature request and submit feedback to us. That's going to come directly to our product team where we go we are going to evaluate that, and determine what's the right fit for Timely Campus and how we can fit that those reporting needs in for you. And this is for any request that you have for Timely Campus. So if there's where whether it's related to reports or the visits page or any other enhancements that you're needing or you don't get currently from TimelyCare campus, please fill that out and let us know what you need. We're happy to help. And a little tip slash hack for those who are just on this call. If you have multiple members on your team and it would be useful the same feature would be useful for all of them, one of the parts of the evaluation criteria is how many requests we get for it. So it would be beneficial to your team in getting that, added higher to the product to do list, if they submitted similar request for that same feature, if there's multiple people on your team who do share that need. So just a little life hack over here from me. And then just a couple of other quick questions. This also goes back to the reporting piece, Jennifer. How does the academic year to date option work? Yes. So academic year to date, we do not have a specified academic year to date as a time frame in here because every school is a little just slightly different on what that academic year to date option is. So you would pick the custom time frame and select your academic year to date that suits your needs best. Thanks. And then what kind of files can we upload to a student profile? So this is for the the provider stuff. Yes. So you can upload PDFs, PNGs, or and I believe documents. I'll have to go back and look at my notes again. So the types of documents that you would want to upload would be if you have an accommodation letter that a member need that a provider might need to be aware of, Any kind of relevant information about a visit, if you have a visit documentation from a on campus clinical site, if a member has seen someone at the on campus clinical side and you're referring them to services that TimelyCare offers, that's those are great things to share with a TimelyCare provider. Any kind of lab work that would be relevant for an upcoming visit, those sorts of things. It's really up to the clinical person that would that would decide what types of files, but there is a list in the tags when you go in to look at the documents that, you can kind of see, like, what's the most relevant, what are the top, I guess, things that we are expecting to receive files on versus things that aren't necessarily relevant. Awesome. Thank you. And I I think you did briefly cover this, but in case I so I don't know if this came in before you were able to cover it in the demo. But what happens if we upload the wrong document or need to hide something? Right. So you as the you as the person who uploaded the document, if you've uploaded the wrong document, you can delete a document yourself. You cannot delete anyone else's document. But if it is something that you've noticed that is not relevant or the member shouldn't see it, you can hide that document from the member. But, again, anything that you have uploaded, we've all, you know, in our personal lives, sent the wrong picture to somebody or the wrong text message, that sort of thing. So you can delete those if you have uploaded them yourself. Wonderful. Thank you so much for your help, Jennifer, in answering these questions. Great questions. So, folks, if you have anything else, keep them coming. The care coordination updates are about making shared student support clearer, safer, and easier to manage for eligible users. An executive may not need the operational detail of every workflow, but they do need the confidence that student support is coordinated, secure, and defensible. That is an institutional trust conversation. A counseling director or care team limit leader may care more about the handoff itself. They want fewer gaps, clear follow-up, and a smoother way to coordinate with TimelyCare providers when they're supporting the same student. And a case manager is usually focused on practicality. Can they share a nonurgent update? Can they provide supporting context? Can they do it without moving between disconnected channels? And a compliance or privacy stakeholder wants to understand visibility, permissions, and traceability. They need to know sensitive information is being handled responsibly. So service quality you can trust means a workflow that provides confidence for the people responsible for student care, institutional risk, and partnership quality. So, that's it in terms of our presentation, but we'd love to answer any additional questions you might have. Or, you know, here well, now you know how to submit your request. So if there's something that your team is itching to get changed within TimelyCare, you can tell that we do listen to it, and we do incorporate, those notes and feedback into the product. So feel free to drop those into, the feedback that Jennifer shared. I think we got through all the questions. Well, thank you everyone for taking the time to join us on, Thursday afternoon. We appreciate your time and your participation, and I hope you have a great rest of your day.