Who runs the Voyage in your practice.

The role

One named person from your office for every TrueKnee patient, from the day the patient decides to proceed through the one-year review. They handle the arrangements, read the record before every contact, explain the plan the surgeon approved and give the patient their own copy, run the daily and weekly check-ins, and call when four days pass without one. They never give medical advice; a clinical concern goes to your practice’s line.

Two trained Navigators per practice, a named backup and confirmed coverage hours are set at onboarding. A patient’s Navigator relationship begins after the decision to proceed, not at the first inquiry.

Six modules of the certification

1. Know your account. The record, the worklist, what a patient has already told us, and the rule that nobody is asked twice.
2. Communicate with the patient. Texts and calls in plain words, in the patient’s own time zone; what a Navigator says and what stays with the clinical team.
3. Close the communication loop. One owner for every open question, a time to come back by, and the handoff note before going off duty.
4. Work with the drafting tools. Drafts prepared for the Navigator to review and send; the Navigator, not the software, speaks to the patient.
5. Privacy and escalation. What may be shared and with whom, the red-flag handoff to the practice’s clinical line, and when to stop and call.
6. The Hospitality Standard. Use the name they asked for; tell us once; know what they want back; mark the moments with attention, never with things of value.

Reading the modules does not certify anyone. Certification is recorded in the Voyage app when the practice lead signs it off, and the curriculum is versioned so every Navigator can be asked which edition they trained on.

A day in the life

8 a.m.

The huddle sheet: today’s check-ins and Recovery Scores, who is in the valley days, who has gone quiet.

10 a.m.

A new patient’s KneePrint and Fit Score, read before the first visit so the office already knows the goal.

After consults

The Voyage conversation with each patient who decided to proceed: what it includes, what it does not, the refund and the price, once and in writing. The surgeon has already introduced the Navigator by name and never quotes the price.

3 p.m.

One flag escalated to the surgeon through the practice’s clinical line; the Navigator never answers a medical question.

4 p.m.

Tomorrow’s night-before calls and the handoff note for whoever is on this evening.

The two roles in the room

The surgeon recommends care, explains the plan and the operation, mentions that patients who proceed with TrueKnee have the Voyage for the weeks after, and introduces the Navigator by name. Then the surgeon stops talking about it.

The Navigator explains the Voyage: what is included and what is not, the refund before surgery, and the price, said once and in writing. The same words for every eligible patient. A no is a normal answer and changes nothing about the patient’s care.

What your practice sees

• The worklist: every open task with an owner and a time to come back by.
• The huddle sheet each morning: check-ins, Recovery Scores, the valley days, quiet records, the moments to mark.
• Your TrueKnee week and the take rate for your practice, never ranked against anyone.
• The clearances board before surgery, and the red-flag handoff after it.

Each of these is built; it is switched on for a practice at activation, with its people and hours confirmed first.