Background and Objectives: In July 2020, recognizing the potential conflict between COVID-19 quarantine guidelines and other medical and social needs, a university-affiliated family medicine clinic developed a workflow to support patients who test positive for COVID-19. The workflow relies on Community Health Workers (CHWs) to call patients, identify needs, and connect them to community resources, with the goal of reducing barriers to maintaining COVID-19 isolation. The objective of this study was to understand the design, implementation, and maintenance of the workflow to provide guidance for other primary care practices interested in developing similar workflows. Methods: This qualitative study was conducted in a federally qualified health center. Key informant interviews were conducted with six personnel involved in the workflow. Using a semi-structured interview guide, interviewers asked participants about the design, implementation, maintenance of the workflow, and benefits and harms. Interviews were analyzed using an immersion-crystallization approach. Results: Across all workflow phases, adaptability and content expertise were reported as essential for workflow success. The main barrier was the lack of coordinated COVID-19-related workflows across the system. Delivery of whole-person care was identified as the primary benefit to both patients and the healthcare system. Conclusions: Interview participants felt that integrating CHWs into the workflow benefitted patients and the clinic. For other practices interested in implementing a similar workflow, themes for success include a workflow framework built on patient-centeredness, adaptability, and the unique content expertise of CHWs.

The authors have declared no competing interest.

This study was funded by the Portland Interhospital Physicians Association [grant number 1019264].

I confirm all relevant ethical guidelines have been followed, and any necessary IRB and/or ethics committee approvals have been obtained.

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The details of the IRB/oversight body that provided approval or exemption for the research described are given below:

IRB of the Oregon Health and Science University gave ethical approval for this work.

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All data produced in the present study are available upon reasonable request to the authors.