U.S. healthcare payer care management workflow applications are enterprise software products that provide technology support for a broad set of processes within the medical management department. The primary payer care management workflow applications user is the payer-employed care manager (under titles such as nurse, care coordinator, health coach or health advocate). This person does the work of utilization management (UM), case management (CM), disease management (DM) or wellness program support. The work includes comparing requested services against standards of medical necessity; interacting with providers and their administrative staff; completing assessments with members during telephone engagements; establishing and documenting progress on care plans; and motivating member behavior change. The role of the care manager, however, is diversifying in today’s market. Care managers work in support of many different business and operating models, deploying widely differing expertise across different communication channels