Patient Caseload Management System Post-discharge follow-up

Patient Caseload Management System

Post-discharge follow-up at Northwell Health relied on Excel files, SharePoint folders, and a shared email list. Care managers had no reliable way to see who was responsible for each patient, what follow-up had been completed, or which cases needed urgent attention. Shift changes often caused lost context, duplicated work, and missed calls.

As lead designer, I owned the UX and visual design from discovery through validation. I interviewed and shadowed care managers across facilities and shifts, mapped the existing process, and identified the breakdowns affecting ownership and continuity. I used those findings to design and test a centralized platform with shared documentation, clear caseload ownership, defined escalation paths, and consistent handoffs between teams. I also partnered with engineering, data, and compliance teams to address technical constraints, access controls, and the handling of sensitive patient information.

The platform replaced the fragmented workflow and was rolled out across Northwell’s call centers. Missed calls caused by process breakdowns dropped to zero, follow-up documentation improved, and care teams gained a clearer view of urgent cases and daily workload. The result was a more reliable system that allowed care managers to spend less time checking multiple tools and more time supporting patients.