Proxi GUIDE manual
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Canonical identity spine

One roster. Tasks do not become roles.

A real employment or credential role may perform many tasks across the SOPs. A task name, procedure occurrence, participation basis, or software function never creates another role. The selected step links the task back to the same canonical role and states its entry trigger. The directory contains 13 internal human categories in total: ten routine service/support categories and three rare clinical or legal escalation authorities. Procedure steps and trace rows are coverage evidence, not additional roles. For example, assessment review and medication review are different tasks under the same U.S. clinician category when the named clinician's license, scope, beneficiary location, and assignment permit both acts.

10 routine service/support categories3 rare escalation authorities4 nonstaff participant/outside categories5 software services

Participant category → touchpoint → procedure

Caregiver or authorized representative

107 linked procedure steps. Every step shows its exact task; neither a step nor a task creates a different role.

Caregiver or authorized representativeNot a Proxi employment role
Eight-pillar episode systemAssessment → Care Plan → distinct service work → Ongoing return7 procedure steps
  • Procedure touchpointEstablish an attributable baseline
    Participation basis or outside-party type: caregiver

    Supplies separately attributed caregiver observations and needs, corrects the caregiver summary, and identifies unresolved concerns without substituting caregiver report for beneficiary fact or clinical judgment.

    Enters when: Only when a caregiver participates under current permission; caregiver observations remain separately attributed.Open exact procedure step →
  • Procedure touchpointConvert accepted choices into owned actions
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Provides caregiver input or acts within established representative authority; these are kept distinct.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointOffer the configured Proxi companion interaction
    Participation basis or outside-party type: caregiver

    Reviews only permitted source-dated information, submits any caregiver-owned pulse as a separately attributed report, and states whether fresh beneficiary confirmation or human help is requested.

    Enters when: Only within current identity, permission, and representative scope; the pulse remains caregiver-owned information.Open exact procedure step →
  • Procedure touchpointReturn the result and the next useful action
    Participation basis or outside-party type: caregiver

    Reports caregiver-observed outcomes and the caregiver's own capacity or strain as separately attributed facts.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointEnter laterally through 24/7
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    States the concern as caregiver or acts within established representative authority.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointHandle post-discharge medication confusion
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Reports observed instructions, possession, administration, use, or barriers as separately attributed facts.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointRespond to caregiver exhaustion or possible breakdown
    Participation basis or outside-party type: caregiver

    States the caregiver's own exhaustion, capacity, willingness, safety concern, and requested help.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Eight-pillar episode systemHandoff and truthful-completion ladder2 procedure steps
  • Procedure touchpointName one exact receiving obligation
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Supplies separately attributed caregiver facts or authorized direction.

    Enters when: Only when applicable. Use this branch for the person's caregiver participation.; Only when applicable. Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointProduce and return the local SOP result
    Participation basis or outside-party type: caregiver

    Receives permitted information or caregiver service and reports separately attributed outcome.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Eight-pillar episode systemSame-interaction service attribution and count-once labor1 procedure step
  • Procedure touchpointAvoid a redundant person-facing contact
    Participation basis or outside-party type: caregiver

    Participates when permitted and when the bundled contact provides caregiver-specific value.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Eight-pillar episode systemWorked episode: “My mother will not bathe”2 procedure steps
  • Procedure touchpointAnswer and capture the immediate need
    Participation basis or outside-party type: caregiver

    States the caregiver-observed bathing concern and requested help.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointFurnish bounded same-call support when permitted
    Participation basis or outside-party type: caregiver

    States the practical problem, receives the guidance, and chooses the next action.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Eight-pillar episode systemWorked episode: post-discharge medication confusion3 procedure steps
  • Procedure touchpointCapture the exact conflict and current situation
    Participation basis or outside-party type: caregiver

    Reports caregiver-observed instructions, use, symptoms, and uncertainty as separately attributed facts.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointMake the scoped reconciliation decision
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Receives permitted instruction or administration support and supplies separately attributed understanding/use information.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointTrack execution, understanding, use, and return separately
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Reports permitted possession, administration, use, effects, and barriers as separately attributed facts.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Eight-pillar episode systemWorked episode: caregiver exhaustion or possible breakdown3 procedure steps
  • Procedure touchpointPreserve the caregiver's exact words and ownership
    Participation basis or outside-party type: caregiver

    States the caregiver's own exhaustion, capacity, willingness, immediate context, and preferred communication.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointFurnish support and let the caregiver choose next help
    Participation basis or outside-party type: caregiver

    Receives the support and chooses what additional help, if any, to pursue.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointUpdate only affected contingencies and safeguards
    Participation basis or outside-party type: caregiver

    States the caregiver's current willingness, capacity, and limits; these do not automatically become beneficiary facts.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Eight-pillar episode systemDaily Companion and caregiver pulse5 procedure steps
  • Procedure touchpointVerify identity and current permission
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Authenticates and acts only within current caregiver, permission, or representative scope.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointShow the last confirmed picture
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Views only the beneficiary information permitted for the current scope.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointAsk the optional caregiver pulse
    Participation basis or outside-party type: caregiver

    Supplies the caregiver's own current report and request for practical help or a person.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointComplete the routed work and return a disposition
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Corrects the prepared summary and participates within current permission or authority when applicable.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointReturn one useful action plan
    Participation basis or outside-party type: caregiver

    Receives only the permitted recap and caregiver-owned follow-through.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Comprehensive Assessment procedure mapFrom assessment occasion to attributable handoff7 procedure steps
  • Procedure touchpointConfirm people, access, modality, schedule, and packet
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    States caregiver involvement and willingness or acts only within established representative scope.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointWork history, cognition, function, hearing, staging, and medication
    Participation basis or outside-party type: caregiver

    Supplies separately attributed observed history, function, medication use, and caregiver context.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointScreen behavioral health, safety, environment, and social needs
    Participation basis or outside-party type: caregiver

    Supplies separately attributed observations and caregiver concerns when involved and permitted.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointCapture advance wishes, providers, services, and coordination need
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Supplies caregiver input or acts only within established representative authority.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointAssess caregiver capacity—or use the no-caregiver branch
    Participation basis or outside-party type: caregiver

    States ability, willingness, knowledge, needs, supports, well-being, strain, and participation limits.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointDetermine and complete the residence work
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies separately attributed home, navigation, function, and support observations when involved.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointSynthesize, discuss, hand off, and document completion
    Participation basis or outside-party type: caregiver

    Receives permitted findings or caregiver-specific results and supplies separately attributed corrections.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Comprehensive Assessment procedure mapAssessment finding: continue, pause a dependency, or route immediately1 procedure step
  • Procedure touchpointPreserve the exact response and source
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies a separately attributed observation or response when involved and permitted.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Person-Centered Care Plan procedure mapFrom current facts and beneficiary direction to owned action6 procedure steps
  • Procedure touchpointOpen the work and establish participation
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Participates as caregiver within beneficiary permission or acts only within separately established representative authority.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointElicit what matters, goals, strengths, preferences, and concerns
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Provides caregiver input or authorized representative direction; disagreement remains visible and attributed.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointPrepare options and obtain actual decisions
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Provides caregiver input or acts only within established representative scope.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointReview and revise; hold finalization until authority is settled
    Participation basis or outside-party type: decision-specific authorized representative

    Participates within beneficiary permission or established representative scope; differing views remain attributed.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointRecord and distribute the current plan
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Receives only the content allowed for that caregiver or representative scope.

    Enters when: Only when permitted. Use this branch for the person's caregiver participation.; Only when permitted. Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointSend actions, confirm custody, follow results, and revise
    Participation basis or outside-party type: caregiver

    Performs caregiver-owned actions and reports separately attributed outcomes within permission/scope.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Person-Centered Care Plan procedure mapAccepted action to real result and affected-plan return3 procedure steps
  • Procedure touchpointConfirm receipt and custody
    Participation basis or outside-party type: caregiver

    Accepts a caregiver-owned action and states whether able/willing to proceed.

    Enters when: Only for a caregiver action.Open exact procedure step →
  • Procedure touchpointFollow the goal and actual service result
    Participation basis or outside-party type: caregiver

    Reports separately attributed caregiver/observed outcomes, barriers, capacity, and requested help.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointRevise only when needed or requested
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Provides caregiver input or acts only within separately established representative authority.

    Enters when: Use this branch for the person's caregiver participation.; Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
Ongoing Monitoring and Support procedure mapFrom relationship and cadence to a useful return4 procedure steps
  • Procedure touchpointEstablish the relationship and applicable cadence
    Participation basis or outside-party type: caregiver

    Supplies caregiver availability and communication preferences without displacing the beneficiary.

    Enters when: Only when included by the beneficiary and permitted by the applicable authority or consent.Open exact procedure step →
  • Procedure touchpointPrepare and conduct a qualifying, person-specific contact
    Participation basis or outside-party type: caregiver

    Reports caregiver or beneficiary needs and participates in the contact.

    Enters when: When included by the beneficiary or when the approved dyad contact route applies.Open exact procedure step →
  • Procedure touchpointAct only on the applicable unmet need or concern
    Participation basis or outside-party type: caregiver

    Reports caregiver or beneficiary needs and participates within permitted authority.

    Enters when: When applicable to the identified need.Open exact procedure step →
  • Procedure touchpointAgree, document, count, recover, and complete promised work
    Participation basis or outside-party type: caregiver

    Confirms caregiver actions and reports results or new strain.

    Enters when: When included in the contact or follow-through.Open exact procedure step →
Ongoing Monitoring and Support procedure mapUseful contact and material-change branch4 procedure steps
  • Procedure touchpointPrepare recent promises, results, and known open work
    Participation basis or outside-party type: caregiver

    Supplies prior caregiver reports and support requests.

    Enters when: When permitted and applicable.Open exact procedure step →
  • Procedure touchpointAsk what changed or matters now
    Participation basis or outside-party type: caregiver

    Reports caregiver or beneficiary changes and needs.

    Enters when: When participating in the contact.Open exact procedure step →
  • Procedure touchpointCheck plan fit only when the conversation makes it relevant
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Provides permitted context without overriding beneficiary direction.

    Enters when: When included.Open exact procedure step →
  • Procedure touchpointAgree on the next useful action
    Participation basis or outside-party type: caregiver

    Confirms caregiver responsibilities and return route.

    Enters when: When included.Open exact procedure step →
24/7 Access procedure mapFrom continuously available human access to truthful follow-through5 procedure steps
  • Procedure touchpointMaintain a usable, continuously human-covered route
    Participation basis or outside-party type: caregiver

    Receives the number and instructions and confirms that the route is usable.

    Enters when: When the caregiver is included and permitted.Open exact procedure step →
  • Procedure touchpointAnswer, recover, and capture the need without clinical triage
    Participation basis or outside-party type: caregiver

    Calls, reports the concern, and receives the human response within permitted authority.

    Enters when: When the caregiver is the caller.Open exact procedure step →
  • Procedure touchpointUse the correct live help route
    Participation basis or outside-party type: caregiver

    Supplies the source report and receives the human or emergency route.

    Enters when: When the caregiver is the caller or included participant.Open exact procedure step →
  • Procedure touchpointRecord, share, confirm custody, call back, and carry forward
    Participation basis or outside-party type: caregiver

    Receives the promised callback and reports status within permitted authority.

    Enters when: When the caregiver is the caller or included participant.Open exact procedure step →
  • Procedure touchpointRecover outages and learn from repeated calls
    Participation basis or outside-party type: caregiver

    Receives restored access and reports whether repeated caregiver needs remain.

    Enters when: When applicable.Open exact procedure step →
24/7 Access procedure mapLive 24/7 call routing6 procedure steps
  • Procedure touchpointAnswer—or actively recover a disconnected call
    Participation basis or outside-party type: caregiver

    Uses the route and provides a callback route.

    Enters when: When the caregiver is the caller.Open exact procedure step →
  • Procedure touchpointEstablish caller, beneficiary, current need, and usable callback
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    States the caregiver or representative relationship and reports the current need.

    Enters when: When the caregiver or representative is the caller. Use this branch for the person's caregiver participation.; When the caregiver or representative is the caller. Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointInvoke the approved emergency route
    Participation basis or outside-party type: caregiver

    Supplies the source report and receives the emergency or urgent route.

    Enters when: When the caregiver is the caller or present participant.Open exact procedure step →
  • Procedure touchpointAnswer a permitted navigation or program question
    Participation basis or outside-party type: caregiver

    Asks the question and receives permitted information.

    Enters when: When the caregiver is the caller.Open exact procedure step →
  • Procedure touchpointConnect a clinical issue directly
    Participation basis or outside-party type: caregiver

    Supplies the source report and receives permitted clinical direction.

    Enters when: When the caregiver is involved.Open exact procedure step →
  • Procedure touchpointFurnish or hand off the applicable GUIDE support
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Requests support, describes the actual issue, and receives the human service.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Care Coordination and Transitional Care procedure mapChoose the exact coordination route and close on a returned result4 procedure steps
  • Procedure touchpointCoordinate with an outside PCP
    Participation basis or outside-party type: decision-specific authorized representative

    Supplies permitted PCP or communication facts and participates in choices within actual authority.

    Enters when: When included and permitted.Open exact procedure step →
  • Procedure touchpointRun the specialist referral and return loop
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies permitted preferences, barriers, and scheduling support without displacing beneficiary choice.

    Enters when: When included and permitted.Open exact procedure step →
  • Procedure touchpointCoordinate a care-setting transition
    Participation basis or outside-party type: caregiver

    Reports transition facts, current understanding, caregiver capacity, and barriers within permitted authority.

    Enters when: When present and permitted.Open exact procedure step →
  • Procedure touchpointWork another exact clinical coordination dependency
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies permitted context and participates in resulting choices.

    Enters when: When included and permitted.Open exact procedure step →
Care Coordination and Transitional Care procedure mapSpecialist referral: clinical need to returned recommendation4 procedure steps
  • Procedure touchpointDefine the clinical need and purpose
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies permitted observations or history without making the clinical determination.

    Enters when: When involved and permitted.Open exact procedure step →
  • Procedure touchpointPrepare factual options and support beneficiary choice
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies permitted preferences and practical barriers without displacing beneficiary choice.

    Enters when: When included and permitted.Open exact procedure step →
  • Procedure touchpointRelease the referral and arrange the visit
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Confirms permitted scheduling or logistical facts.

    Enters when: When included and permitted.Open exact procedure step →
  • Procedure touchpointReview, explain, and carry forward the result
    Participation basis or outside-party type: decision-specific authorized representative

    Receives permitted information and participates within actual authority.

    Enters when: When included and permitted.Open exact procedure step →
Care Coordination and Transitional Care procedure mapCare-setting transition return loop4 procedure steps
  • Procedure touchpointDetect and confirm the current situation
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Reports or confirms the transition and current situation.

    Enters when: When present and permitted.Open exact procedure step →
  • Procedure touchpointContact the person and recover transition records
    Participation basis or outside-party type: caregiver

    Reports the transition experience, current understanding, caregiver capacity, and immediate barriers.

    Enters when: When present and permitted.Open exact procedure step →
  • Procedure touchpointOpen distinct affected work in parallel
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Supplies permitted support facts and participates in affected work.

    Enters when: When involved and permitted.Open exact procedure step →
  • Procedure touchpointReinforce approved instructions and return reviewed results
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Receives permitted instructions and results, supports implementation, and reports new barriers.

    Enters when: When involved and permitted.Open exact procedure step →
Referral and Services Supports procedure mapFrom a current need to a real-world service result3 procedure steps
  • Procedure touchpointComplete the individual community-connection loop
    Participation basis or outside-party type: caregiver

    States the caregiver's own need or supports a beneficiary choice within established authority and permission.

    Enters when: When the caregiver is the service seeker or an authorized participant in the beneficiary referral.Open exact procedure step →
  • Procedure touchpointMaintain a usable service inventory
    Participation basis or outside-party type: caregiver

    Receives relevant current options for the caregiver's own need or permitted beneficiary support.

    Enters when: When the caregiver is the service seeker or a permitted participant.Open exact procedure step →
  • Procedure touchpointCoordinate GUIDE with Medicaid HCBS
    Participation basis or outside-party type: caregiver

    Supplies permitted caregiver observations and supports the beneficiary's coordination preference.

    Enters when: When the caregiver participates in HCBS coordination.Open exact procedure step →
Referral and Services Supports procedure mapIndividual referral: need to actual service result5 procedure steps
  • Procedure touchpointDefine the need and desired result
    Participation basis or outside-party type: caregiver

    States the caregiver's own need or a permitted beneficiary-related need without merging ownership.

    Enters when: When the caregiver is the service seeker or an authorized participant.Open exact procedure step →
  • Procedure touchpointSearch, verify, and present current factual options
    Participation basis or outside-party type: caregiver

    Reviews options for the caregiver's own need or within permitted beneficiary participation.

    Enters when: When the caregiver is the service seeker or permitted participant.Open exact procedure step →
  • Procedure touchpointChoose the option and authorize the appropriate sharing
    Participation basis or outside-party type: caregiver

    Chooses for the caregiver's own service or within decision-specific representative authority.

    Enters when: When the caregiver is the service seeker or an authorized representative.Open exact procedure step →
  • Procedure touchpointSend, confirm receipt, and help complete intake
    Participation basis or outside-party type: caregiver

    Supplies caregiver-owned or permitted beneficiary information and participates in intake.

    Enters when: When the caregiver is the service seeker or permitted participant.Open exact procedure step →
  • Procedure touchpointConfirm start and whether the service meets the need
    Participation basis or outside-party type: caregiver

    Reports caregiver-owned usefulness or permitted observations about beneficiary service use.

    Enters when: When the caregiver is the service seeker or permitted participant.Open exact procedure step →
Medication Management and Reconciliation procedure mapFrom a real trigger to an authorized regimen result and real-world use7 procedure steps
  • Procedure touchpointConfirm the trigger and assemble every relevant source
    Participation basis or outside-party type: caregiver; decision-specific authorized representative

    Reports observed medication use, access, administration, or barriers without converting the report into clinical truth.

    Enters when: When the caregiver or representative is permitted to participate in the medication episode. Use this branch for the person's caregiver participation.; When the caregiver or representative is permitted to participate in the medication episode. Use this branch only for a separately verified representative act; representative status alone does not make the person a caregiver.Open exact procedure step →
  • Procedure touchpointMatch, compare, pursue missing facts, and prepare the review
    Participation basis or outside-party type: caregiver

    Confirms or corrects permitted caregiver observations and medication-support facts.

    Enters when: When participation and disclosure authority cover the fact being collected.Open exact procedure step →
  • Procedure touchpointPerform reconciliation and author the medication result
    Participation basis or outside-party type: decision-specific authorized representative

    Provides permitted observations and receives permitted explanation or support instructions.

    Enters when: When involved under the applicable permission and representative-authority scope.Open exact procedure step →
  • Procedure touchpointWhen changing medication, separate proposal, agreement, choice, and order
    Participation basis or outside-party type: decision-specific authorized representative

    Makes or supports the decision only within established decision-specific representative authority.

    Enters when: When the beneficiary does not make the decision directly and representative authority applies.Open exact procedure step →
  • Procedure touchpointTrack order, pharmacy, possession, instruction, use, and monitoring separately
    Participation basis or outside-party type: caregiver

    Reports permitted support, administration, possession, and observed implementation facts.

    Enters when: When the caregiver participates in regimen support under applicable permission and authority.Open exact procedure step →
  • Procedure touchpointProvide schedule and access support without choosing treatment
    Participation basis or outside-party type: caregiver

    Chooses or helps implement an approved support within the person's authority and permission.

    Enters when: When the caregiver is an approved medication-support participant.Open exact procedure step →
  • Procedure touchpointUse the medication-safety bypass
    Participation basis or outside-party type: caregiver

    Supplies the caregiver's exact observation or concern as an attributed report.

    Enters when: When the caregiver is the caller or permitted participant.Open exact procedure step →
Medication Management and Reconciliation procedure mapMedication source packet to clinician-authored reconciliation result4 procedure steps
  • Procedure touchpointMatch exact products and preserve ambiguity
    Participation basis or outside-party type: caregiver

    Supplies a permitted label, container, photograph, or observed product fact.

    Enters when: When the caregiver participates in medication support.Open exact procedure step →
  • Procedure touchpointCompare all source assertions literally
    Participation basis or outside-party type: caregiver

    Confirms or corrects permitted caregiver observations.

    Enters when: When the caregiver participates in medication support.Open exact procedure step →
  • Procedure touchpointPerform clinical reconciliation
    Participation basis or outside-party type: caregiver

    Provides permitted observations needed for reconciliation.

    Enters when: When caregiver participation is authorized and clinically relevant.Open exact procedure step →
  • Procedure touchpointExplain the reconciled result and remaining uncertainty
    Participation basis or outside-party type: caregiver

    Receives permitted information and confirms the caregiver's support action.

    Enters when: When participation and disclosure authority are established.Open exact procedure step →
Medication Management and Reconciliation procedure mapOrder-to-use evidence ladder3 procedure steps
  • Procedure touchpointResolve the pharmacy execution state
    Participation basis or outside-party type: caregiver

    Reports permitted caregiver observations about pickup, delivery, possession, or access.

    Enters when: When the caregiver supports medication access.Open exact procedure step →
  • Procedure touchpointSynchronize destinations and give exact final instructions
    Participation basis or outside-party type: caregiver

    Receives the permitted support instruction and confirms the caregiver's role.

    Enters when: When disclosure and participation authority are established.Open exact procedure step →
  • Procedure touchpointConfirm implementation and complete defined monitoring
    Participation basis or outside-party type: caregiver

    Reports permitted caregiver observations and support actions.

    Enters when: When the caregiver participates in medication support.Open exact procedure step →
Caregiver Education and Support procedure mapFrom caregiver applicability to a human-owned useful result8 procedure steps
  • Procedure touchpointConfirm applicability—or use the no-caregiver branch
    Participation basis or outside-party type: potential caregiver; authority not established

    Confirms the caregiver's own identity, willingness, ability, participation, and corrections.

    Enters when: When a potential caregiver is reached and confirms participation.Open exact procedure step →
  • Procedure touchpointReview assessment, priorities, plan, and available services
    Participation basis or outside-party type: caregiver

    Supplies the caregiver's own assessment responses, priorities, desired outcomes, service choices, declines, and corrections.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointFurnish skills training and confirm practical application
    Participation basis or outside-party type: caregiver

    Chooses the training, participates in the approved learning route, asks questions, and explains or demonstrates intended use.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointOffer and provide understandable diagnosis information
    Participation basis or outside-party type: caregiver or decision-specific authorized representative, according to verified participation basis

    Requests, declines, or defers diagnosis information and participates in the required human conversation.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointOffer, arrange, and facilitate support-group participation
    Participation basis or outside-party type: caregiver

    Chooses, declines, defers, attends, withdraws from, or reports barriers to support-group participation.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointFurnish substantive one-to-one support and escalate protected concerns
    Participation basis or outside-party type: caregiver

    Requests support or responds to care-team initiation and supplies the caregiver's exact concern and desired help.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointOffer optional support, role coaching, resources, and counseling referral
    Participation basis or outside-party type: caregiver

    Chooses, declines, defers, or withdraws from peer, well-being, community, or counseling options.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointReassess caregiver need and update support
    Participation basis or outside-party type: caregiver

    Supplies current caregiver responses, changes, corrections, choices, and actual support results.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Caregiver Education and Support procedure mapCaregiver skills training: automated content plus human application5 procedure steps
  • Procedure touchpointOffer the relevant skills-training route
    Participation basis or outside-party type: caregiver

    Accepts, declines, defers, or later reopens caregiver skills training and selects format and timing.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointSchedule and arrange the content and touchpoint
    Participation basis or outside-party type: caregiver

    Selects an available format, time, accommodation, and participation route.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointFurnish the applicable skill content
    Participation basis or outside-party type: caregiver

    Participates in approved lessons, asks questions, supplies scenario responses, and identifies intended use.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointRoute individualized clinical or safety judgment
    Participation basis or outside-party type: caregiver

    Supplies the exact individualized concern, question, observation, and current context.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
  • Procedure touchpointConfirm practical understanding and intended use
    Participation basis or outside-party type: caregiver

    Explains or demonstrates intended use, identifies remaining uncertainty, and chooses the next help route.

    Enters when: No narrower actor-specific condition is recorded; this assignment applies only when the selected procedure step is active.Open exact procedure step →
Caregiver Education and Support procedure mapNo-caregiver branch: stop caregiver services, continue beneficiary safeguards1 procedure step
  • Procedure touchpointMake a reasonable effort to identify a caregiver
    Participation basis or outside-party type: potential caregiver; authority not established

    Confirms identity, relationship, willingness, and availability; no caregiver or representative authority is assumed until separately established.

    Enters when: When outreach is permitted and the possible helper has not yet been established as a caregiver.Open exact procedure step →

People and accountable organizations

Canonical actor roster

Each selected diagram step shows the exact task and entry condition under the same canonical role; the linked SOP carries the full procedure.

People who furnish or support GUIDE services

L1

Philippine 24/7 and coordination support

Proxi's Philippines-based human first-answer and administrative support team.

$5.50/hour planning assumption · July 14, 2026

Functions this category may perform
  • 24/7 human first answer, identity and callback capture, and warm transfer
  • Scheduling, record pursuit, endpoint verification, structured intake, and failed-route recovery
  • Source-faithful documentation and permitted administrative follow-through
Authority
Performs approved nonclinical first-answer and administrative acts.
Hard boundary
Not a GUIDE navigator contact and never clinical triage, medication reconciliation, treatment, or U.S.-licensed work. A Philippine RN credential does not expand this lane.
82 linked procedure steps across 26 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
L2

Puerto Rico GUIDE navigator

Puerto Rico-based nonclinical dementia care navigator with current Alzheimer’s Association® essentiALZ® certification for dementia care navigation.

$22/hour all-inclusive planning assumption · July 14, 2026

Functions this category may perform
  • Primary relationship, required GUIDE contact, and beneficiary-led care-plan facilitation
  • Nonclinical assessment contribution, caregiver support, community coordination, and warm introductions
  • Caregiver-training tasks only when the named navigator's verified competency covers the subject
  • Human clarification for ambiguity, disagreement, distress, accessibility failure, or requested relationship help
Authority
Performs the specifically required or valuable nonclinical human GUIDE task after preparation. A training task requires verified subject-specific competency; it does not create a separate trainer job category.
Hard boundary
No clinical or medical work, even if an individual also holds an RN or other professional credential. A topic outside the navigator's verified training competency routes to the applicable U.S. clinician or an approved outside training provider. Not the default fact collector, option builder, or gateway to a clinician.
113 linked procedure steps across 26 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
L3-RN

U.S. clinical support RN

A separate beneficiary-location-authorized U.S. registered nurse working within actual license, scope, and organizational authority.

$64/hour blended L3 planning assumption · July 14, 2026

Functions this category may perform
  • Clinical assessment and pre-review
  • Scoped physical-health, symptom, function, transition, medication-use, and safety judgment
  • Clinical follow-up that is within RN authority
Authority
Exercises nursing judgment only for acts covered by the nurse's license, beneficiary location, and scope.
Hard boundary
Does not inherit prescribing, diagnosis, or Part B E/M authority and is not Puerto Rico navigator labor.
75 linked procedure steps across 24 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
L3-Behavioral

U.S. LCSW or behavioral clinician

A separate beneficiary-location-authorized U.S. LCSW or other behavioral clinician working within actual professional scope.

$64/hour blended L3 planning assumption · July 14, 2026

Functions this category may perform
  • Psychosocial and behavioral assessment or intervention
  • Caregiver-distress, safeguarding, abuse/neglect, and behavioral-health judgment
  • Protected behavioral or social-work contribution to a prepared episode
Authority
Exercises the protected behavioral or social-work judgment covered by the professional's credential and jurisdiction.
Hard boundary
Does not prescribe, diagnose outside scope, or act as a generic reviewer for clean nonclinical work.
68 linked procedure steps across 22 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
L4

U.S. prescribing or Part B E/M clinician

A dementia-proficient NP, PA, CNS, physician, or other exact prescribing/E/M professional authorized for the beneficiary location and act.

$140/hour planning assumption · July 14, 2026

Functions this category may perform
  • Required examination and clinically necessary history
  • Diagnosis, staging, treatment, medication reconciliation, prescribing, and medical orders
  • Higher-authority clinical contribution to assessment, care planning, transitions, and follow-up
Authority
Exercises only the medical and prescribing authority actually held by the named professional.
Hard boundary
Receives a prepared source-linked packet; routine record hunting, form population, scheduling, and administrative chasing occur before this role enters.
89 linked procedure steps across 25 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks

Corporate enabling departments

These departments enter only for their concrete technical, claim, Medicaid, or workforce work. They are not routine beneficiary-case reviewers.

Corporate enabling

System administrator

The person responsible for approved production configuration, access, telephony and integration operations, permissions, and service restoration.

Concrete work
  • Restore approved access, configuration, routing, permissions, or environment operation
  • Diagnose whether an incident is configuration, vendor, connectivity, or software-defect work
  • Preserve incident timing, affected routes, actions, and recovery evidence
Authority
May restore and operate approved systems; may not change business, privacy, billing, or clinical policy.
Hard boundary
Enters an operational incident, not a routine beneficiary episode. A product defect routes to software engineering.
2 linked procedure steps across 2 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
Corporate enabling

Software engineering and debugging team

The product engineers who correct defects, missing automation, and data-model failures after the approved rule is defined.

Concrete work
  • Reproduce and correct incorrect deterministic behavior
  • Implement approved automation and data-model changes under change control
  • Identify affected records and supply validation and recovery evidence
Authority
May implement an approved rule; may not invent or adjudicate the underlying policy.
Hard boundary
Not an IT helpdesk, care-delivery role, clinical reviewer, or policy owner.
2 linked procedure steps across 2 procedure maps

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
Corporate enabling

Billing and revenue-cycle specialist

The administrative professional responsible for claim construction, coding, release, denial correction, and payment records under approved policy.

Concrete work
  • Correct a claim or payment artifact
  • Work a payer denial or manual claim condition
  • Record claim hold, release, correction, denial, or payment disposition
Authority
Performs revenue-cycle work under approved claim rules.
Hard boundary
Does not decide clinical appropriateness, fabricate service evidence, or interpret Medicaid program authority outside billing scope.
No routine procedure task

This job enters through a concrete failure or escalation route, not as a standing reviewer.

See its entry route
Corporate enabling

Medicaid program specialist

The administrative subject-matter professional for state Medicaid benefits, waivers, coverage authorities, eligibility interfaces, and Medicaid responsibility questions.

Concrete work
  • Resolve a bounded Medicaid program or coverage-authority question
  • Identify the authoritative state, plan, waiver, payer, or agency source
  • Separate Medicaid responsibility from GUIDE and claim-processing work
Authority
Interprets the approved Medicaid program materials within assigned administrative scope.
Hard boundary
Not a clinician, navigator, eligibility adjudicator beyond delegated authority, or second revenue-cycle queue.
No routine procedure task

This job enters through a concrete failure or escalation route, not as a standing reviewer.

See its entry route
Corporate enabling

HR and workforce administration

The workforce function responsible for hiring administration, credential files, schedules, leave, roster capacity, and approved coverage plans.

Concrete work
  • Repair an uncovered shift or roster-capacity gap
  • Maintain required personnel and credential-file evidence
  • Escalate when the approved staffing plan cannot supply coverage
Authority
May administer employment, roster, and credential-file controls under approved policy.
Hard boundary
Portfolio and workforce work only; HR does not become the owner of a beneficiary case or decide professional scope.
1 linked procedure step across 1 procedure map

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks

Clinical and legal escalation authorities

These leaders enter only for the issue inside their actual authority. They do not bless routine work.

Escalation authority

Head of nursing and clinical operations

The U.S. nursing leader accountable for nursing-practice quality, RN clinical operations, and escalations beyond the original nurse or first-line clinical supervisor.

Concrete work
  • Review a serious or repeated RN-practice issue
  • Set and correct nursing-practice and clinical-operations standards
  • Assign the responsible nursing correction and verify recovery
Authority
Exercises nursing leadership within actual organizational, licensure, and jurisdictional authority.
Hard boundary
Not a reviewer for administrative, navigator, billing, privacy, software, or physician-quality work.
1 linked procedure step across 1 procedure map

Each step lists the exact task performed by this same job role. The steps are not additional roles or capacities.

Browse this role's SOP tasks
Escalation authority

Chief Medical Officer

The physician executive used for physician/medical quality, high-level medical judgment review, and medical-staff accountability when the issue exceeds the original clinician.

Concrete work
  • Review a serious physician or medical-quality issue
  • Resolve high-level medical-practice escalation within actual authority
  • Assign the responsible medical correction and verify its disposition
Authority
Exercises physician medical leadership within the CMO's actual organizational and professional authority.
Hard boundary
Not a rubber stamp for routine care plans, RN work, missed callbacks, staffing gaps, or administrative failures.
No routine procedure task

This job enters through a concrete failure or escalation route, not as a standing reviewer.

See its entry route

Participant, people served, and outside parties

Participant authority

GUIDE Participant accountable authority

The named person or body inside the GUIDE Participant that retains a nondelegable approval, signature, attestation, or organizational accountability act.

Functions
  • Participant-retained approval, attestation, signature, or final accountability
  • Assignment and oversight required by the Participation Agreement or approved policy
Reviewer-visible subtype or participation basis
  • Exact retained Participant body
  • Exact retained approval, release, signature, attestation, or accountability act
Authority
Performs only the exact act that cannot be delegated or that the Participant has expressly retained.
Boundary
Not automatically the navigator or clinician and not a universal approver. Exact unresolved authority remains an open decision rather than a placeholder role.
No routine procedure task

This job enters through a concrete failure or escalation route, not as a standing reviewer.

See its entry route
People served

Beneficiary

The person receiving GUIDE services.

Functions
  • Supplies lived facts, goals, priorities, choices, consent or refusal, and reported outcomes
  • Leads the person-centered Care Plan and participates through accessible routes
Authority
Owns personal choices except where a valid, decision-specific representative authority applies.
Boundary
A source report establishes what the beneficiary reported, not a clinical diagnosis, external result, or professional judgment.
96 linked procedure steps across 25 procedure maps

These are participation or outside-party touchpoints. They are not Proxi employment roles.

Browse linked procedure touchpoints
People served

Caregiver or authorized representative

A caregiver, potential caregiver, or decision-specific authorized representative, with each status and permission recorded separately.

Functions
  • Supplies caregiver-owned facts, needs, preferences, participation, and reported outcomes
  • Receives permitted education/support and may perform an authorized representative act within scope
Reviewer-visible subtype or participation basis
  • Caregiver
  • Potential caregiver whose participation is not yet established
  • Decision-specific authorized representative
  • A person who holds both statuses, recorded separately
Authority
Authority depends on current beneficiary permission or valid decision-specific representative evidence.
Boundary
Family relationship, emergency-contact status, shared address, or portal access does not itself confer representative or disclosure authority.
107 linked procedure steps across 26 procedure maps

These are participation or outside-party touchpoints. They are not Proxi employment roles.

Browse linked procedure touchpoints
L5

External provider, service, or authority

The typed outside endpoint that controls an external act: PCP, specialist, pharmacy, hospital/facility, emergency service, payer, community organization, Medicaid/AAA/Tribal Aging Program, or contracted field professional.

Functions
  • Co-management, concurrence, direct treatment, dispense, coverage/intake decision, emergency response, or real-world service delivery
  • Returns source-native evidence of the outside result or truthful non-success
Reviewer-visible subtype or participation basis
  • PCP or primary care practice
  • Specialist, prescribing clinician, diagnostic provider, or laboratory
  • Pharmacy, supplier, hospital, facility, home-health, or hospice organization
  • Emergency, crisis, poison-control, or protective-service responder
  • Payer, Medicaid HCBS program, AAA, or Tribal Aging Program
  • Community service, caregiver support, training, transportation, interpreter, accessibility, or communications provider
Authority
Controls only the external decision or performance within that party's real role.
Boundary
Proxi may prepare, connect, pursue, and report; it cannot manufacture the external result from a send, appointment, claim, or acknowledgement. An external system is channel metadata for the typed endpoint, not a person or a Proxi software surface.
89 linked procedure steps across 26 procedure maps

These are participation or outside-party touchpoints. They are not Proxi employment roles.

Browse linked procedure touchpoints

Procedure tasks are not job titles

Route each task to one of the real categories.

Each linked task opens its definition, permitted job categories, and controlling procedure instead of creating a phantom role.

Task-routing rule

Assessment team or owner

The people accountable for the particular assessment act, not one standing job title.

How the exact person is selected
Resolve each task to the Puerto Rico navigator, exact U.S. RN, behavioral clinician, medical clinician, beneficiary/caregiver, or outside source shown in that assessment step.
Open the controlling procedure →

Task-routing rule

Care Plan owner

The canonical person assigned the particular Care Plan action or protected contribution.

How the exact person is selected
The beneficiary leads choices; the navigator facilitates and owns nonclinical follow-through; an exact U.S. clinician owns protected clinical judgment; outside or Participant acts stay with those parties.
Open the controlling procedure →

Task-routing rule

Caregiver-service owner

The canonical performer of the applicable caregiver education, support, training, or protected clinical contribution.

How the exact person is selected
Relationship and application work resolves to the Puerto Rico navigator. A training task may be assigned to a navigator only when that named navigator's verified competency covers the subject; protected clinical content resolves to the exact U.S. clinician, and approved contracted training may resolve to an outside provider.
Open the controlling procedure →

Task-routing rule

Prescribing clinician

A function requiring actual prescribing authority for the beneficiary location and act.

How the exact person is selected
It resolves to Proxi's exact U.S. L4 clinician only when Proxi supplies that clinician; otherwise it resolves to the typed outside prescribing clinician.
Open the controlling procedure →

Task-routing rule

Transition source

The external hospital, facility, home-health, hospice, practice, or other endpoint supplying the transition event or source-native record.

How the exact person is selected
Resolve it to the exact outside organization in the event; Proxi may pursue and coordinate but cannot manufacture the outside result.
May be performed by
External party
Open the controlling procedure →

Failure and exception routing

Route the work to a real job, not a specialist pool.

There is no runtime state in which an unnamed human may perform undefined work.

Start with the worker who owns the real task. Add another department only for its concrete work.

Repeated failure — supervisory task in the same job lane

An approved senior Philippine L1 worker or Puerto Rico GUIDE navigator performs the specific reassignment or recovery task after the owning SOP's repeat-failure trigger. This is a task and seniority assignment inside the same job category, not a new role. Nursing-quality or physician-quality questions enter the separate Head of nursing or CMO authority only when their protected judgment is actually required.

Protected escalation — exact authority

Nursing quality goes to the Head of nursing, physician or medical quality to the CMO, and a genuine uncovered legal question to healthcare counsel. The affected act remains held.

  1. Run the approved software rule and keep the original worker responsible for ordinary completion or correction.
  2. If human recovery is needed, use that worker's named lane lead before creating work for another department.
  3. Classify the remaining issue by the observable work: system operation, software defect, claim, Medicaid, workforce, nursing quality, medical quality, or legal interpretation.
  4. Assign one named rostered person from the matching real job category and state the exact input, act, output, due time, and return recipient.
  5. Keep portfolio work outside the beneficiary episode. HR roster repair, system incidents, and QA sampling do not become furnished GUIDE services.
  6. If no real role has the required authority, hold only the affected act and resolve the policy or organizational gap before field use.

Routine work correction

Canonical job category
The original worker; then that worker's Philippine, Puerto Rico, or clinical lane lead
Person enters when
A handoff, callback, service record, or assigned action remains incomplete after the approved automated retry
Work
Correct the original work inside the same lane; the lead enters only after the defined repeat-failure or dispute threshold.
Output
Corrected work, named next action, due time, and recovery evidence.
Episode boundary
Beneficiary episode. Quality is a responsibility of the applicable lane lead, not a separate case specialist.

System operation

Canonical job category
System administrator
Person enters when
The approved workflow cannot run because of access, configuration, telephony, integration availability, permissions, or environment failure
Work
Restore the approved configuration or service without changing the business or clinical rule.
Output
Restored service, incident evidence, affected interval, and escalation if the fault is a software defect.
Episode boundary
Operational incident. The administrator does not rewrite policy or clinical logic.

Software defect

Canonical job category
Software engineering and debugging team
Person enters when
The implemented rule is wrong, required automation is missing, or the data model cannot express the approved policy
Work
Diagnose and correct the product defect under change control; preserve the failed result and affected cases for repair.
Output
Defect record, corrected release, validation evidence, and affected-work recovery list.
Episode boundary
Product incident. Engineering does not decide what the policy should be.

Claim or payment work

Canonical job category
Billing and revenue-cycle specialist
Person enters when
A claim, coding, payment, denial, or claim-release artifact requires manual revenue-cycle work under an approved rule
Work
Correct the claim artifact or document the payer disposition without deciding whether a service was clinically appropriate.
Output
Released, corrected, held, or denied claim record with reason and next action.
Episode boundary
Beneficiary-linked financial work; not service delivery or clinical review.

Medicaid program question

Canonical job category
Medicaid program specialist
Person enters when
A state Medicaid benefit, waiver, coverage authority, eligibility interface, or Medicaid responsibility question cannot be resolved from the approved rule and verified facts
Work
Resolve the bounded Medicaid program question or identify the authoritative outside source needed.
Output
Cited Medicaid disposition, missing source, or external referral; no GUIDE clinical decision.
Episode boundary
Program expertise. This is not a second billing queue.

Workforce and credential administration

Canonical job category
HR and workforce administration
Person enters when
A roster, shift, onboarding, credential-file, leave, or capacity gap cannot be filled from the approved workforce plan
Work
Repair staffing and credential-file coverage outside the beneficiary episode.
Output
Accepted coverage, corrected workforce record, or documented capacity gap and escalation.
Episode boundary
Portfolio/workforce work. HR does not become a beneficiary-case owner.

Clinical quality or medical escalation

Canonical job category
Head of nursing/clinical operations for nursing practice; Chief Medical Officer for physician or medical judgment
Person enters when
A repeated or serious clinical-practice issue exceeds the original clinician and first-line clinical supervisor
Work
Review only the nursing-practice or physician/medical issue inside the leader's actual authority.
Output
Clinical leadership disposition, corrective action, and responsible clinical owner.
Episode boundary
Rare clinical escalation. Missed administrative work never routes here.

Legal interpretation

Canonical job category
Internal or retained healthcare legal counsel
Person enters when
Complete verified facts expose a genuine legal question that the approved policy does not answer
Work
Answer the bounded legal question while the affected act remains held.
Output
Legal disposition, restriction, or need for external authority.
Episode boundary
Rare held-act escalation. Counsel does not perform outreach, navigation, education, scheduling, or clinical work.

Return rule: the enabling or escalation role returns its result to the service worker responsible for the affected action. It does not take over the beneficiary relationship.

Open the controlling role procedure →

Nonhuman layer

Proxi software surfaces

Preparation and orchestration are visible, but they never borrow human authority.

01

Proxi Daily Companion

Configurable daily beneficiary interaction, approved information, reminders, action help, source-attributed self-report, and a direct request for a person.

Boundary

Not a qualifying navigator contact, 24/7 human first answer, clinical monitor, diagnosis, urgency decision, or service-completion event. Silence stays unknown.

02

Caregiver Companion View

Permission-scoped, source-dated last-confirmed beneficiary information, open actions, explicit unknowns, a fresh-check request, and an optional caregiver pulse.

Boundary

Does not expose unauthorized information, convert caregiver observation into beneficiary fact, score distress, or present synthetic clinical status. Silence, stale data, and conflict remain unknown and never become reassurance.

03

Staff Preparation and AI Workspace

Retrieval, source links, contradictions, unknowns, prior promises, approved explanations, options, summaries, and the exact unresolved question.

Boundary

Prepares and advises within approved content; it does not resolve the question, choose for the person, or prove human review.

04

Deterministic Routing and Takeover

Approved routing, no-repeat context transfer, retries, failed-handoff recovery, and preservation of the original issue.

Boundary

AI cannot select clinical urgency, authority, disclosure, service credit, or closure.

05

Action and Result Tracker

Promises, owners, deadlines, external responses, receiving acceptance, due work, returned results, corrections, and affected-pillar feeds.

Boundary

A send, alert, appointment, handoff, named owner, or dashboard state is not completion.

Proxi product layer · not a ninth pillar

Daily companion and caregiver pulse

Daily availability feeds the right service; it does not manufacture one.

  1. Verify identity and permission.Use the person's current scope, not family relationship or old access.
  2. Show the last confirmed picture.Every material item carries its source and as-of time; unknown stays unknown.
  3. Offer a beneficiary interaction.The beneficiary may participate, defer, decline, or ask for a person.
  4. Ask the optional caregiver pulse.Capture how the caregiver is holding up and whether help is wanted as caregiver-owned information.
  5. Prepare; do not decide.Proxi retrieves context, preserves exact reports, and raises configured stop candidates.
  6. Route to the real performer.L1, L2, the exact L3/L4 professional, a concrete enabling department or escalation authority, or the outside endpoint completes the named work and returns a disposition or source-native evidence.
  7. Return one action plan.State what happened, which canonical actor is assigned each action, what remains unknown, and when the result is expected.

No response is not stability. Companion activity alone is not a human GUIDE contact, 24/7 human answer, caregiver assessment or support call, clinical assessment, or service credit.

Mechanical reviewer check

If a name does not resolve here, it is a phantom actor.

A diagram links concrete work and an entry condition to a canonical person. It may state a credential or seniority condition on the task, participation basis, or outside-party type. It may not create a new role from a task, combine software and a human into one label, or put a ledger, packet, calendar, route, or work queue in the actor lane.

A linked task phrase in a source manual returns here when the exact performer depends on the episode or an open authority decision. The selected diagram step must resolve that task to the applicable canonical actor and state the work performed; the task link itself never claims a new person.

Inspect the normalized sequence atlas →