Results Summary
- Enrolled 25% of eligible Medicare patients within the first 30 days
- Reached 40% total enrollment of eligible Medicare patients in Year One, on the way to a 45% target
- Generated $1.4M+ in avg. annual recurring revenue
- Served 1,929 patients with documented monthly care
- Achieved an NPS patient satisfaction score of 76.3, compared to a 58 industry benchmark for multi-care healthcare programs
- Maintained positive net patient churn of +3% per month, meaning more patients joined the program each month than left it
The Story
"We just don't have the bandwidth internally to do CCM. And we know it's important: for our ACO, to meet quality metrics, and for us, to take care of patients."
Dana Wolf
Director of Quality, Med First
Med First chose to partner with ChartSpan to launch a CCM program. That program now serves more than 1,900 patients and generates over $1.4 million in annual, recurring revenue. Most importantly, it is dramatically improving patient outcomes and driving value-based care quality measures.
The Challenge
Med First believed in the potential of Chronic Care Management. But they worried about whether their already-busy staff could provide all of the services it required and meet the challenges of ongoing patient enrollment, the clinical labor needed to ensure 20 minutes of care for each patient every month, and a 24-hour care line.
"There's a gap between the care we provide every day and what patients need: especially in between follow-up visits, where patients need to be touched more often than what we're able to do. That 24-hour care makes a big difference, especially for the patients that really need it."
Dr. Wayne Haga
Provider, Med First
Just one month after launching a CCM program in August 2022, Med First successfully enrolled more than 25% of their eligible patients. As of September 2025, they had enrolled nearly half of their eligible patient population and earned $1.4 million in additional revenue each year.
The Solution
Med First and ChartSpan collaborated to create an effective enrollment process and to provide consistent services to patients, including support with care goals and Social Determinants of Health.
High Patient Enrollment
When asked how Med First reached 25% enrollment in one month, Wolf emphasized ChartSpan's communication with patients and Med First's efforts to educate providers.
"ChartSpan has done a phenomenal job, in how (they) educate and reach out to patients. The communication is spot on."
Dana Wolf
Director of Quality, Med First
"And then something that we do is educate the providers. It's from the top down, so having our CEO support CCM and ask 'how many patients do you have engaged in CCM?' helps."
Dana Wolf
Director of Quality, Med First
In short: Med First's enrollment success was driven by two factors - ChartSpan's patient outreach handling the volume of contacts, and Med First's own top-down provider education ensuring providers actively recommended the program to eligible patients. CEO-level visibility into enrollment numbers ("how many patients do you have engaged in CCM?") created accountability that translated into higher referral rates.
"There's a continual process, of reminding folks, coming back and checking for proficiencies and seeing where the questions are, seeing where the obstacles still might be and trying to address them. But overall, I think our providers know how to talk about it."
Dr. Wayne Haga
Provider, Med First
By the end of Year One, Med First had achieved 40% enrollment of all eligible Medicare patients and held steady at that number in subsequent years. The Med First CCM program averages positive monthly net patient churn of +3%, ensuring more patients are joining the program than are leaving each month.
For context: a 40% enrollment rate substantially exceeds typical primary-care CCM enrollment, which averages around 7%. Positive net churn of +3% per month is also unusual - many programs experience flat or negative churn.
Positive Patient Experience
Once patients were enrolled in CCM, ChartSpan and Med First wanted to ensure that the program provided them with exceptional care. All patients enrolled in CCM received a detailed care plan, access to a 24/7 care line, and check-ins with a personal care coordinator every month.
"One thing I've found is that patients will tell the ChartSpan managers about chest pain or belly pain, things like that that I wouldn't find out about until a follow-up visit in three or four months. It's a real nice dialogue that comes right back to us pretty quickly, so we're able to deal with (patient needs) in a much more timely fashion."
Dr. Wayne Haga
Provider, Med First
In other words, care management provides immediate support for patients, before their symptoms escalate months later and lead to possible ER visits or hospitalization.
In one year, ChartSpan assisted 1,929 Med First patients with 6,300 calls for assistance. CCM nurses and care coordinators were also able to help patients set their appointments and request medication refills.
"The 24/7 nurse care line and the ability to access somebody after hours has been significant."
Dana Wolf
Director of Quality, Med First
"(Patients) like the service, they like the idea that you're on call 24/7. It's like a safety net for them."
Dr. Wayne Haga
Provider, Med First
The positive effects of CCM appear in Med First's patient satisfaction (NPS) score. The Med First CCM program received an NPS patient satisfaction score of 76.3, while the average multi-care healthcare program received an NPS score of 58.
Quality Measures
Med First worked closely with ChartSpan's Quality Improvement department from the beginning of their partnership to leverage the CCM program to close care gaps. This collaboration with ChartSpan's Quality team helped Med First manage care coordination and ensure patients' Social Determinant of Health (SDOH) needs were addressed.
Over the course of one year, ChartSpan performed 898 SDOH screenings and helped 467 patients with SDOH needs.
"I've had personal stories from my own patients about transportation issues being solved. More than a couple of food issues have been solved with resources that were provided here in the local area and information on those resources, and the patients were very thankful."
Dr. Wayne Haga
Provider, Med First
"It's the support for patients across the board. When patients have Social Determinant of Health needs, when they need transportation: these are areas where we've really found value for our patients."
Dana Wolf
Director of Quality, Med First
Through SDOH support, CCM helped Med First's providers take care of their patients' health from a whole-person perspective.
Med First by the Numbers
| Metric | Year One Result |
|---|---|
| Patients served | 1,929 |
| Outbound calls to patients | 21,818 |
| Inbound calls answered | 6,359 |
| Medication refill assists | 950 |
| Referrals to nurse triage line | 859 |
| SDOH screenings performed | 898 |
| SDOH assists provided | 467 |
| Appointment scheduling assists | 437 |
| NPS score | 76.3 (industry benchmark: 58) |
| Avg. annual recurring revenue | $1.4M+ |
The Results
Thanks to their high enrollment rates and positive patient churn, Med First was able to quickly create a profitable Chronic Care Management program. In an average year, they generate more than $1.4 million in yearly revenue through their CCM program.
More importantly, however, they now have the ability to offer added services for their patients. ChartSpan's 24-hour care line, dedicated patient care coordinators, and Social Determinants of Health support led to high patient satisfaction and abundant opportunities for additional care across Med First's practices.
"We benefit from early notifications on all sorts of issues - medication questions and refills, signs and symptoms we wouldn't know about otherwise. Falls that happened we wouldn't know about, things that are happening in their family. We get information much more quickly and are able to act in a much more timely manner."
Dr. Wayne Haga
Provider, Med First
Med First's results - 40% enrollment, $1.4M in new annual revenue, NPS of 76.3 - reflect what's possible for a multi-location primary care group with significant Medicare volume. Practices considering a similar partnership can review the operational requirements in our in-house vs. partner whitepaper or schedule a consultation to model the financial opportunity for their own patient population.
Frequently Asked Questions
How quickly did Med First enroll their first CCM patients?
Med First reached 25% enrollment of eligible Medicare patients within the first 30 days of launching the program. They reached 40% total enrollment in Year One and maintained it in subsequent years.
What is Med First's CCM program revenue?
Med First generates more than $1.4 million in new annual recurring revenue per year on average, while serving 1,929 patients. The program generated revenue quickly thanks to high enrollment and positive monthly net patient churn of +3%.
How does Med First's enrollment rate compare to the industry average?
Med First's 40% eligible-patient enrollment rate substantially exceeds typical primary-care CCM benchmarks.
What patient satisfaction did Med First's CCM program achieve?
Med First's CCM program received an NPS patient satisfaction score of 76.3, compared to the 58 industry benchmark for multi-care healthcare programs. Both physicians and program leaders attribute the score to the 24/7 care line and monthly check-ins with personal care coordinators.
What clinical outcomes has Med First seen from their CCM program?
Beyond financial results, Med First providers report earlier symptom detection between follow-up visits, faster response to medication and refill issues, and improved coordination on Social Determinants of Health needs (898 SDOH screenings, 467 SDOH assists in one year).
What size practice is this case study most relevant to?
Med First operates 22 locations across the Carolinas with more than 15,000 Medicare beneficiaries. The operational lessons (top-down provider education, separate enrollment and clinical teams, 24/7 care line coverage) apply to multi-site primary care groups, ACOs, and health systems with substantial Medicare volume.