Standard evaluation definitions

These are ChartHero's standard evaluation definitions, generated from ChartHero's definitions registry when these docs are built. Use them to label results and build lookup tables. Evaluation definitions explains each field.

GET /external/v1/evaluation-definitions returns the same values, plus each rubric's guidance, which is not published here. It also returns any definitions and rubrics that belong only to your organization, so read definitions from the API rather than copying these tables into code.

Care coordination conversation, version 1

Measures how participants carry out care coordination in recorded conversations, relative to their roles and the opportunities the conversation presents.

Jump to: Rubrics · Score anchors · Dimensions · Profile attributes · Applicability · Finding levels · Categories · Attribution · Review markers · Practice elements · Focus areas · Issue types

Field	Value
definition_id	6f102fa4-ad28-4f20-b86d-b944ee32d7eb
evaluation_type	care_coordination_conversation
definition_version	1
status	active
result_schema	conversation_evaluation.v1

Rubrics

Each rubric sets what is expected of one role against this definition. Its guidance is returned by the API, not published here.

rubric_id	evaluated_role	rubric_version	Label	Status	Applies to
81cb28c6-2c30-4473-acf4-1ff258030470	care_coordinator	1	Care coordinator	active	Recorded conversations by care coordinators that produced a Patient Outreach note.

Score anchors

Points run from −2 to +2. 0 means the person met their role's expectations for the opportunity the conversation presented.

Points	Label	Meaning
-2	Serious concern	A major, central failure creates a credible pathway to harm or breakdown.
-1	Meaningful opportunity	A supported gap could materially affect effectiveness or follow-through.
0	Meets expectations	Competent and appropriate for the opportunity the call presented.
+1	Strong	Specific behavior is clearly stronger than routine expected performance.
+2	Exemplary	Standout handling meaningfully improves the result or reliability of care.

Dimensions

Descriptions are role-neutral. Every result lists every dimension, with points null when it was not scored.

Code	Key	Label	What it measures
SR	safety_risk_recognition_and_escalation	Safety, risk recognition & escalation	Recognition and clarification of meaningful risk, with assessment, escalation, routing and interim guidance appropriate to the participant's role.
IC	information_capture_and_needs_discovery	Information capture & needs discovery	Capture of reliable, decision-relevant information that clarifies the central need and supports the next decision, handoff or care plan.
LC	loop_closure_and_care_coordination_execution	Loop closure & care-coordination execution	Execution of care-coordination next steps through clear ownership, actions, timing and management of dependencies, confirmation and fallback paths.
BR	barrier_identification_and_problem_solving	Barrier identification & problem-solving	Recognition and understanding of practical obstacles to care, with feasible responses tailored to the person's circumstances.
CU	communication_clarity_and_patient_understanding	Communication clarity & patient understanding	Accuracy, clarity and actionability of information shared with patients or caregivers, adapted to their needs and supported by evidence of understanding.
RA	rapport_empathy_and_patient_activation	Rapport, empathy & patient activation	Support for trust, emotional safety, autonomy and engagement through respectful, responsive communication and collaborative planning.
PS	professionalism_privacy_and_scope_boundaries	Professionalism, privacy & scope boundaries	Management of privacy, authorization, professional conduct, role and scope boundaries, financial boundaries and uncertainty.

Profile attributes

Keys of result.profile and the values each one can take.

remote_party_role: Other party. Who took part on the other side of the conversation.

Value	Label
patient	Patient
caregiver_or_family	Caregiver Or Family
provider_office	Provider Office
payer_or_vendor	Payer Or Vendor
other_care_team_member	Other Care Team Member
multiple_remote_parties	Multiple Remote Parties
unclear	Unclear

call_context: Call context. The context in which the conversation took place.

Value	Label
post_discharge_follow_up	Post-discharge follow-up
emergency_department_follow_up	Emergency department follow-up
chronic_condition_check_in	Chronic condition check-in
inbound_patient_request_or_callback	Inbound patient request or callback
resource_or_benefit_follow_up	Resource or benefit follow-up
external_coordination_call	External coordination call
administrative_check_in	Administrative check-in
program_enrollment_or_initial_assessment	Program enrollment or initial assessment
postpartum_newborn_follow_up	Postpartum/newborn follow-up
unclear	Unclear

dominant_intent: Dominant intent. The conversation's primary purpose.

Value	Label
clinical_status_check	Clinical status check
symptom_or_clinical_question	Symptom or clinical question
medication_management	Medication management
scheduling_or_referral_coordination	Scheduling or referral coordination
resource_or_barrier_resolution	Resource or barrier resolution
care_plan_navigation	Care plan navigation
administrative_or_billing_question	Administrative or billing question
behavioral_health_follow_up_or_screening	Behavioral health follow-up or screening
education_or_self_management_support	Education or self-management support
unclear	Unclear

clinical_complexity_level: Clinical complexity. The current clinical or functional management burden described in the call—not diagnosis labels, age, medical history, or risk alone.

Value	Label	Meaning
low	Low	The issue is stable, resolved, controlled, improving, minor, or managed through a straightforward established plan, with little effect on function, self-care, or treatment execution.
moderate	Moderate	A current issue creates meaningful but manageable burden and requires active assessment, monitoring, adjustment, or self-management beyond routine confirmation.
high	High	Severe or interacting issues materially affect basic needs, safe self-care, treatment execution, or recovery, or require complex management of a high-risk treatment, wound, or device.
unclear	Unclear	The transcript evidence is too incomplete or contradictory to judge the current burden reliably.

care_navigation_complexity_level: Care-navigation complexity. The unresolved coordination burden involved in completing the care plan—not simply the number of referrals, services, or topics mentioned.

Value	Label	Meaning
low	Low	Coordination is absent, resolved, or routine. Any pending action has a clear owner and a standard, reliable path without a meaningful current barrier.
moderate	Moderate	A concrete but bounded obstacle—such as delay, uncertain ownership, a failed step, or a nonroutine dependency—creates friction, while the path remains reasonably reliable.
high	High	Repeated failures, cross-system dependencies, shifting ownership, or a consequential unresolved need make execution materially uncertain, delayed, or unreliable.
unclear	Unclear	The transcript evidence is too incomplete or contradictory to judge the coordination burden reliably.

interaction_complexity_level: Interaction complexity. Observable difficulty exchanging important information—not a label for the person, their personality, motivation, cognition, or literacy.

Value	Label	Meaning
low	Low	Information is exchanged reliably with ordinary clarification. Minor repetition, emotion, connection issues, or lengthy but relevant discussion do not materially disrupt the call.
moderate	Moderate	Recurring or sustained difficulty materially slows progress, requires repeated clarification or redirection, or makes important information less reliable, but key facts and next steps are established.
high	High	Despite reasonable clarification, important facts, needs, consent, understanding, or next steps cannot be established reliably, leaving substantive work incomplete.
unclear	Unclear	The transcript does not permit communication burden to be judged reliably.

overall_complexity_level: Overall complexity. The highest known clinical, care-navigation or interaction complexity; unclear when none is known.

Value	Label
low	Low
moderate	Moderate
high	High
unclear	Unclear

risk_level: Risk level. Risk signals present in the conversation.

Value	Label
none_explicit	None Explicit
contextual_risk_only	Contextual Risk Only
active_signal	Active Signal
urgent_or_escalated_signal	Urgent Or Escalated Signal
unclear	Unclear

transcript_extractability_quality: Transcript quality. How reliably the transcript can be reviewed.

Value	Label
good	Good
partial	Partial
noisy	Noisy
unclear_speakers	Unclear Speakers
machine_or_ivr	Machine Or Ivr
poor	Poor
unclear	Unclear

Applicability

Values of dimensions[].applicability. Scored shows whether a dimension with that applicability is scored; an unscored dimension has points: null.

Value	Label	Scored
highly_applicable	Highly Applicable	Yes
moderately_applicable	Moderately Applicable	Yes
lightly_applicable	Lightly Applicable	Yes
not_applicable	Not Applicable	No
insufficient_evidence	Insufficient Evidence	No

Finding levels

Values of findings[].level, with the group each belongs to.

Value	Label	Group
expected	Expected/context	expected
positive_useful	Useful positive	positive
positive_strong	Strong positive	positive
positive_standout	Standout positive	positive
opportunity_minor	Minor opportunity	opportunity
opportunity_meaningful	Meaningful opportunity	opportunity
concern_high	High-impact concern	concern
concern_critical	Critical concern	concern

Categories

Values of finding_values.category, used by primary_category and secondary_category.

Value	Label
call_purpose_agenda_task_completion	Task completion
identity_privacy_professionalism_scope	Privacy/scope
clinical_attentiveness_symptom_drill_down_risk_recognition	Clinical attention
escalation_handoff_safety_netting_follow_through_on_risk	Escalation/safety-net
barrier_identification_problem_solving	Barrier solving
communication_clarity_health_literacy_teach_back	Communication
rapport_empathy_trust_patient_activation	Rapport
loop_closure_next_steps_owner_timeline_actionability	Loop closure
documentation_relevant_capture	Documentation
workflow_system_issue	Workflow/system

Attribution

Values of finding_values.attribution.

Value	Label
evaluated_participant_behavior	Evaluated participant behavior
internal_system_workflow_issue	Internal System Workflow Issue
external_provider_access_issue	External Provider Access Issue
upstream_data_chart_transcript_issue	Upstream Data Chart Transcript Issue
patient_context_risk_factor	Patient Context Risk Factor
mixed_attribution	Mixed Attribution

Review markers

Values of finding_values.review_marker.

Value	Label
safety	Safety
privacy	Privacy
compliance	Compliance
scope	Scope

Practice elements

Values of finding_values.practice_element.

Value	Label
context_only	Context Only
purpose_and_role_orientation	Purpose And Role Orientation
agenda_setting_and_needs_discovery	Agenda Setting And Needs Discovery
task_coverage_and_completion	Task Coverage And Completion
identity_authorization_and_consent	Identity Authorization And Consent
privacy_and_information_handling	Privacy And Information Handling
scope_and_professional_boundaries	Scope And Professional Boundaries
general_status_and_symptom_assessment	General Status And Symptom Assessment
acuity_and_red_flag_screening	Acuity And Red Flag Screening
medication_and_treatment_review	Medication And Treatment Review
medication_reconciliation	Medication Reconciliation
behavioral_health_and_substance_use_assessment	Behavioral Health And Substance Use Assessment
function_mobility_and_fall_assessment	Function Mobility And Fall Assessment
chronic_condition_monitoring	Chronic Condition Monitoring
safety_netting_and_return_precautions	Safety Netting And Return Precautions
triage_and_disposition	Triage And Disposition
clinical_escalation_and_handoff	Clinical Escalation And Handoff
active_risk_follow_through	Active Risk Follow Through
barrier_and_social_needs_screening	Barrier And Social Needs Screening
individualized_barrier_resolution_and_resource_matching	Individualized Barrier Resolution And Resource Matching
instructions_and_plain_language	Instructions And Plain Language
understanding_confirmation_and_teach_back	Understanding Confirmation And Teach Back
recap_clarification_and_communication_repair	Recap Clarification And Communication Repair
empathy_and_validation	Empathy And Validation
listening_respect_and_psychological_safety	Listening Respect And Psychological Safety
patient_activation_and_shared_planning	Patient Activation And Shared Planning
actionable_next_step_planning	Actionable Next Step Planning
ownership_timeline_and_contingency_planning	Ownership Timeline And Contingency Planning
closed_loop_confirmation_and_follow_through	Closed Loop Confirmation And Follow Through
outreach_and_status_tracking	Outreach And Status Tracking
relevant_information_capture_and_documentation	Relevant Information Capture And Documentation
discharge_and_transition_reconciliation	Discharge And Transition Reconciliation
care_plan_reconciliation_and_update	Care Plan Reconciliation And Update
external_party_service_and_referral_coordination	External Party Service And Referral Coordination
workflow_and_process_navigation	Workflow And Process Navigation
administrative_and_benefits_navigation	Administrative And Benefits Navigation
technology_and_communication_channel_use	Technology And Communication Channel Use
chart_and_data_quality_management	Chart And Data Quality Management
other	Other

Focus areas

Values of finding_values.focus_area.

Value	Label
health_status_symptoms_and_clinical_risk	Health Status Symptoms And Clinical Risk
medications_and_treatment	Medications And Treatment
discharge_and_transition_of_care	Discharge And Transition Of Care
appointments_referrals_and_provider_access	Appointments Referrals And Provider Access
tests_results_and_monitoring	Tests Results And Monitoring
mobility_equipment_and_home_services	Mobility Equipment And Home Services
social_needs_and_basic_resources	Social Needs And Basic Resources
financial_insurance_and_benefits	Financial Insurance And Benefits
behavioral_health_and_substance_use	Behavioral Health And Substance Use
caregiver_and_family_support	Caregiver And Family Support
self_management_and_health_education	Self Management And Health Education
privacy_authorization_and_scope	Privacy Authorization And Scope
interaction_and_engagement	Interaction And Engagement
workflow_data_and_technology	Workflow Data And Technology
other	Other

Issue types

Values of finding_values.issue_type.

Value	Label
no_issue_described	No Issue Described
omitted_action	Omitted Action
incomplete_or_insufficient_action	Incomplete Or Insufficient Action
incorrect_or_unsupported_action_or_guidance	Incorrect Or Unsupported Action Or Guidance
inappropriate_conduct_or_boundary_violation	Inappropriate Conduct Or Boundary Violation
unclear_inconsistent_or_inaccurate_information	Unclear Inconsistent Or Inaccurate Information
delayed_or_insufficiently_urgent_response	Delayed Or Insufficiently Urgent Response
unresolved_or_not_closed	Unresolved Or Not Closed
failed_or_unavailable_process_service_or_channel	Failed Or Unavailable Process Service Or Channel
other_issue	Other Issue