At Commonwealth Care Alliance, Inc. (CCA) our members are at the center of everything we do. And we know that you, our valued network provider partners, share our goal of helping those with the most significant needs improve their health and well-being. To further that goal, we’re making some changes to CCA’s model of care. Our members have stated a desire for simplified access to healthcare, so these changes are aimed at enhancing the care experience, advancing health equity and returning to our community-capable roots, to meet members where they are. These changes are also aimed at creating better workflows for our CCA teams to optimize resources and prioritize their strengths.
While these changes will roll out in in phases over the coming months, we wanted to give you an overview in anticipation of questions you may receive from your patients and so you are aware of what’s to come for the CCA members you serve. At this time, these model of care changes are primarily related to internal CCA staffing and organizational programming. In other words, while our members should experience a positive change, you should see no change to your workflows or the way you interact with CCA’s programs, services and teams.
Here’s a quick outline of what’s changing for CCA members starting with the first of three go-lives planned for January, March and June:
Members will be switching from a singular care partner to a dyad model consisting of:
1 – a Care Coordinator who will be members’ day-to-day CCA contact, will help members understand and use their CCA benefits, and help them stay on track with their care plan.
2 – a Clinical Care Manager who works with you and the members they serve to develop member care plans. They will also provide members with health education and support.

The goal of the dyad model is to simplify the way members engage with us and help them to get access to the right resources, at the right time. As CCA members go live in the dyad model, you may hear about some members receiving new care partners in the interim. This is to accommodate our CCA teams shifting to be increasingly community-capable and serving members in geographies closest to them for in-person visits.
The most significant changes we anticipate our providers may see include:
- There may be a change in the CCA staff member you connect with for a particular member;
- In the dyad model, our Clinical Care Managers should have additional capacity to support you in caring for our members; and
- You should receive more frequent communication from CCA to support care plan development and collaboration with the member’s interdisciplinary care team.
As always, we thank you for the care you bring to CCA members every day and look forward to continuing our partnership. If you have questions, please don’t hesitate to reach out to our Provider Services team for assistance at 866-420-9332, 8:00 a.m. to 5:00 p.m., Monday through Wednesday and Friday, and 8:30 a.m. to 5:00 p.m. on Thursdays. Information about changes to your patient’s care team is also available in CCA’s provider portal. Please check the portal if you have questions about who your point of contact is regarding your CCA patients.